Shipping and Return Policy

Delivery Terms

 

Due to the Covid-19, the package might be delayed due to the flight cancellation. Please kindly check for the information of SF Express Website and COVID-19 news. Thanks you!

 

Product Lead Time

Please notice that there are specific lead time for preorder, customize and restock product due to the customization and shipping time:

Sprinter Ghillie Custom (SCG) - Estimate 4-8 weeks

 

Transit Time Domestically

In general, domestic (Hong Kong) shipments are in transit for 2 - 3days.

Please refer to EMS: https://www.hongkongpost.hk/en/sending_mail/international/index.html

Pick up at Hong Kong MTR station is an option for you to receive the items, the stations cover from Chai Wan to Admiralty, Tsim Sha Tsui to Mong Kok, Mei Foo to Tuen Mum or Hung Hum.


Transit time Internationally

Generally, orders shipped internationally are in transit for 7 - 14 days (This varies greatly depending on the courier you have selected)

Please refer to SF Hong Kong Domestic and International Standard Express Service Rate (Sender Paid): https://www.hongkongpost.hk/en/sending_mail/international/index.html


Dispatch Time

Orders are usually dispatched within 2 business days of payment of order

Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.


Please refer to the website of Hong Kong national holidays in 2020: https://www.gov.hk/en/about/abouthk/holiday/2020.htm



Change Of Delivery Address

For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.


Items Out Of Stock

If an item is out of stock, please refer to the checkout options.


Delivery Time Exceeded

If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.


Tracking Notifications

Upon dispatch, customers will receive a tracking number or link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

 

Duties & Taxes

Import Duties & Taxes

Import duties and taxes for international shipments may be liable to be paid upon arrival in destination country. This varies by country, and Ghillie Sparrow Shop encourage you to be aware of these potential costs before placing an order with us.

If you refuse to to pay duties and taxes upon arrival at your destination country, the goods will be returned to Ghillie Sparrow Shop at the customers expense, and the customer will receive a refund 70% for the value of goods paid due to manpower cost, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.


Cancellations

If you change your mind we have shipped your order, we are able to accept cancellations within 24 hours after purchased and before the order has been ordered to customize or dispatched. If an order has already been ordered to customize or dispatched, please refer to our refund policy.


Insurance

Parcels are insured for loss and damage up to the value as stated by the courier.


Process for parcel damaged in-transit

If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.

 

We will process a replacement as soon as the courier has completed their investigation into the claim.


Process for parcel lost in-transit

We will process a replacement as soon as the courier has conducted an investigation and deemed the parcel lost.


Late or missing refunds 

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us.


Customer service

For all customer service enquiries, please email us at cs@ghilliesparrowshop,com