Shipping policy

Shipping Policy

Last updated: 26 May 2026

This Shipping Policy explains how Hape HK ("we", "us" or "our") processes, ships and delivers orders placed through our website or online store.

By placing an order with us, you agree to this Shipping Policy together with our Terms & Conditions.

1. Order Processing

Orders are generally processed within {{ processing_time }} business days after payment has been successfully received and verified, unless otherwise stated on our website.

Orders are not usually processed, shipped or delivered on Sundays or public holidays, unless otherwise stated.

We reserve the right to require additional time to process orders during peak periods, promotional campaigns, product launches, stock checks, or where additional payment or security verification is required.

2. Shipping Destinations

We currently ship to {{ shipping_destinations }}.

If your location is not available at checkout, please contact us at {{ email }} to confirm whether shipping arrangements can be made.

3. Shipping Fees

Shipping fees are calculated at checkout unless otherwise stated.

Any free shipping offer is subject to the specific terms of that promotion, including minimum spend requirements, eligible destinations and eligible products.

Unless expressly stated otherwise, shipping fees do not include customs duties, import taxes, clearance fees or other charges that may apply to international deliveries. These charges are the responsibility of the customer.

4. Delivery Timeframes

Estimated delivery times are provided for reference only and begin from the date of dispatch, not the date the order is placed.

Typical delivery times are as follows:

  • Hong Kong: {{ hk_delivery_time }}
  • International: {{ intl_delivery_time }}

Delivery times may vary depending on the destination, shipping method, customs procedures, courier network conditions and other factors beyond our reasonable control.

We do not guarantee delivery by any specific date unless expressly agreed in writing.

5. Courier and Tracking

Orders may be shipped using third-party courier or logistics providers selected by us.

Where tracking is available, we will provide tracking details after dispatch. Tracking updates are provided by the carrier and may take time to appear or refresh.

We are not responsible for inaccuracies, delays or interruptions in tracking information provided by third-party carriers.

6. Customs, Duties and Taxes

For international orders, customs duties, import taxes, VAT, GST, brokerage fees, clearance charges or similar fees may apply depending on the destination country.

Unless expressly stated otherwise, these charges are not included in the product price or shipping fee and must be paid by the customer.

We are not responsible for delays, non-delivery, confiscation or extra charges arising from customs processes or the customer's failure to comply with local import requirements.

7. Delivery Address

Customers are responsible for providing a complete and accurate delivery address and contact details at the time of order.

We are not liable for delays, failed delivery, loss or additional charges resulting from incorrect, incomplete or outdated delivery information provided by the customer.

If an order is returned to us due to an incorrect address, unsuccessful delivery attempts, or refusal to accept the parcel, we may charge additional shipping or handling fees before re-dispatching the order.

8. Risk and Title

Unless otherwise required by applicable law, risk of loss or damage to the products passes to you upon delivery to the delivery address provided in your order.

Title to the products passes to you only after we have received full payment for the order.

9. Delays and Force Majeure

Delivery times are estimates only and are not guaranteed. We are not liable for shipping or delivery delays caused by events beyond our reasonable control, including:

  • courier or logistics disruptions;
  • customs inspection or clearance delays;
  • weather conditions;
  • public holidays;
  • strikes or labour disputes;
  • epidemic, pandemic or public health events;
  • natural disasters;
  • war, civil unrest or government action;
  • system outages or transport interruptions.

10. Lost, Stolen or Damaged Parcels

If your parcel is lost, stolen or arrives damaged, please contact us at {{ email }} as soon as possible and provide your order number and relevant supporting information.

If the parcel arrives damaged, please keep the packaging and provide clear photographs of the parcel and item(s).

We will reasonably assist with opening an investigation with the courier, but we do not guarantee compensation where the courier marks the parcel as delivered or where loss results from circumstances beyond our control.

Where we determine that a parcel has been lost or damaged due to our error or the courier’s confirmed fault, we may, at our discretion, offer a replacement, refund or store credit.

11. Failed Delivery and Unclaimed Parcels

If a parcel is returned to us because:

  • delivery could not be completed;
  • the parcel was unclaimed;
  • the customer refused delivery; or
  • customs charges were not paid,

we may, at our discretion:

  • arrange re-delivery at the customer’s cost;
  • deduct shipping, return and handling charges from any refund;
  • issue store credit instead of a refund where permitted by law;
  • decline refund requests relating to perishables, customised items, or other non-returnable goods.

12. Separate Shipments

Where your order contains multiple items, we may ship the items separately depending on stock availability, warehouse location or shipping constraints.

If we split your order into multiple shipments, you may receive separate parcels and tracking numbers.

13. Pre-Orders and Backorders

If you purchase a pre-order or backorder item, the estimated dispatch date will be stated on the product page or at checkout where possible.

Pre-order and backorder dispatch dates are estimates only and may change due to production, supplier or logistics delays.

If your order contains both in-stock and pre-order items, we may hold the order until all items are available, or ship items separately at our discretion.