Shipping & REFUND

ANSWERS TO YOUR QUESTIONS

Delivery within Hong Kong

How much is the delivery fee?

Free Delivery is available within Hong Kong (residential or commercial) on orders over HK$300.


A delivery fee of HK$40 will be charged for any order spent less than $300. You will see such delivery fee on the checkout page before you process your order.

From time-to-time, promotional coupons are offered for instant savings or free shipping. Please follow us on Facebook and Instagram to make sure you don't miss out any of our latest offers!

When will my order be delivered?

Depending on the availability of the goods, we aim to deliver your order within 2-3 working days. The cut-off time for placing an order is 10:00am every working day (Monday to Friday, except public holidays). 


For example, if you place an order at 7:00pm on Monday, the delivery term will start at 10:00am on Tuesday, and we should deliver your order on Thursday or Friday. 

 We aim to meet these delivery times but during busy periods (including sale) deliveries may take a little longer. Occasionally tech updates to our systems or force majeure events, such as extreme weather conditions, will mean that these delivery services aren’t available, or that order cut-off times need amending and/or delivery times need to be extended. However, we will always work hard to keep these temporary changes to a minimum.

Where can you deliver?

We deliver local Hong Kong orders through our in-house team, SF Express or Hong Kong Post. Your package will be delivered directly to residential or commercial addresses (and we do NOT deliver to P.O. box nor Hotel). 

Where can't you deliver?

Delivery Service is NOT available for the following areas: 


-  Chek Lap Kok 
-   Crooked Island (Kat O) 
-   Grass Island 
-   Hong Kong International Airport 
-  Lo Wu 
-  Lok Ma Chau 
-  Mai Po 
-  Man Kam To 
-  Po Toi 
-  Sha Tau Kok 
-  Shek O
-  Ta Kwu Ling 
-  Tung Lung Chau
-  Tung Ping Chau 

For more updates and details, please find SF Service Coverage and check whether your address is suitable for delivery.

International Shipment

WHAT counties can you ship?

We ship all international packages through DHL Express. The estimated delivery days for all our supported destinations are shown in the below list: 

 
-  Mainland China: 10 to 14 business days 
-  South East Asia: 8 to 10 business days 
-  Australia & New Zealand: 9 to 10 business days 
-  Europe: 8 to 11 business days 
-  USA & Canada: 8 to 11 business days 
-  Other Countries: please email us at cs@aqroma.com for a quote 
 
The shipping rates for many items we sell are weight-based. The estimated packed weight of any such item can be found on its product detail page.
 

Import Duties & Other Charges

Some international destinations may require import duties. Buyers are responsible for the import duties. Import Duties varies from product to product, and its destinations. 


When ordering from AQROMA, customers are responsible for assuring the product can be lawfully imported to the destination country. The recipient is the importer of record and must comply with all laws and regulations of the destination country. Orders shipped outside of Hong Kong may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the recipient's country. Additional charges for customs clearance must be fulfilled by the recipient; AQROMA has no control over these charges, nor can AQROMA predict what they may be. 

Customs policies vary widely from country to country; customers should contact their local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

Exchange & Refund

Can I exchange or get a refund?

Subject to AQROMA's email confirmation, we offer exchange and/or refund for products you ordered online under the following circumstances: 

 

-  Missing an item from your order 
-  You received a faulty item 
-  You received an incorrect item 
 
However, if the “Return & Refund” sticker (if any) has ever been peeled off from the goods, we will NOT be able to fulfil exchange and refund request. 
 
Please contact our Customer Service team (email: cs@aqroma.com) to report any missing, faulty, or incorrect item within the 3-day report timeframe (counting from delivery day) or otherwise we will not be able to arrange the exchange and/or refund. If you try to make a return before obtaining AQROMA's email confirmation, we will send the items back to your default delivery address and ask you to cover the delivery costs. 
 
We will guide you through the process of returning the package. We'll notify you via email of your refund once we've received and processed the returned item. 
 
Remark: 
Please note our office hours are between 10am to 5pm, Monday to Friday. Our office is closed on weekends, Statutory and Bank Holidays, or under Tropical Cyclone Warning Signal No. 8 or above. If the signal is remain hoisted at 3pm, our office will remain to be closed that day. If Red/ Black Rainstorm warning is issued during normal opening hours, our office will remain open. If the warning is issued before opening, office will be not be opened until the warning is cancelled. If the warning is cancelled less than 4 hours before normal closing hours, our office will remain closed that day.

Can I get a refund if the price has changed?

Our prices may fluctuate and change in response to trends, supplies, demands, and various promotions or special offers. We do appreciate your understanding that we are unable to honor any promotions for orders placed outside the promotional time frame as this would be unfair to the rest of our customers. 


If you find our latest promotion too good to be missed, please consider placing a new order now because this offer lasts for a limited time only. It's also worth checking our website, newsletter, Instagram, or Facebook page regularly as we'll be rolling out more promos and offers!

Why have I received an email saying the item I've ordered is out of stock?

We're really sorry if you've received an email saying an item you've ordered is out of stock. When this happens, it means we thought we had stock of the item when you placed the order. However, when we went to pack your order up we realised we didn't have the item available anymore. You will get a refund for the out-of-stock item.

When will I receive my refund? 

You should expect to receive your refund within four weeks of giving your package to the return shipper. This time period includes the transit time for us to receive your return from the courier (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).