SHIPPING & RETURNS

*SHIPPING POLICY (updated on 5 May 2023)

We provide free shipping to many places in the world. The shipment and handling will be variation due to different products and locations. The items will be well-packed and ready to be shipped to your billing address after completed and cleared payment.

Some Products may not always be shipped together. We will send an email notification after posted, and you can track the item via mail tracking.

ESTIMATED DELIVERY TIME (EDT)

Our Estimated Delivery Time (EDT) is our prediction of when an order could be delivered to you. The EDT is the sum of Estimated Fulfillment and Shipping Time :

Estimated Fulfillment + Estimated Shipping = Estimated Delivery Time

When we calculate the Estimated Fulfillment Time, we take into account the current order volume and our capacity.

The Estimated Shipping Time is calculated according to our historical shipping data and depends on delivery destination.

The Estimated Delivery Time is just an estimate, it’s not a guarantee. You can receive the order past the EDT for reasons, like :

Products being out of stock
Shipping related delays like failed delivery attempts, service disruptions

That being said, we’ll work our hardest to meet our delivery estimates. If you’re ever in a situation where you haven’t received the order and it’s past its EDT, please allow a few more days. Get in touch with us (contact@lockyuen.com), we’ll check your order status and let you know how to proceed.

Please understand that the destination postal operations are still under the influence of the pandemic and delays in mail delivery maybe expected.

SHIPMENT

We can only temporarily provide free shipping to the following destinations due to Covid-19, the list may change periodically.

ASIA : The Mainland China, Indonesia, Japan, Korea, Macao, Malaysia, the Philippines, Singapore, Thailand and Viet Nam
EUROPE : Austria, Belgium, Denmark, Finland, France, Germany, Hungary, Luxembourg, the Netherlands, Norway, Poland, Portugal, Serbia, Spain, Sweden, Switzerland, Turkey and the United Kingdom
OCEANIA : Australia, New Zealand
NORTH AMERICA : The United States

Estimated Delivery Time : 1 to 3 business days of Estimated Fulfillment Time + 3 to 14 business days of Estimated Shipping Time = 4 to 17 business days average

If your destination is not on our list, please contact us (contact@lockyuen.com) to verify the feasibility of shipping to that place, or check at the checkout whether you need to pay extra shipping fee for that area.

SHIPMENT FOR "MADE FOR YOU ON DEMAND" ITEMS

The shipment of "MADE FOR YOU ON DEMAND" Items are provided by our manufacturer directly. We don’t ship to some countries because of legal restrictions or shipping carrier limitations. The list of restricted countries may change depending on world events, but for now, we don’t ship to the following destinations:

Crimea, Luhansk, and Donetsk regions in Ukraine
Russia
Belarus
Ecuador
Cuba
Iran
Syria
North Korea

Due to the impacts related to the Covid-19 pandemic and other unrelated service disruptions, the shipping carriers also don’t offer international shipping to the following countries :

Afghanistan
Bhutan
Brunei
Chad
Laos
Libya
Mongolia
Samoa
South Sudan
Timor-Leste
Turkmenistan
Yemen

Estimated Delivery Time : 2 to 5 business days of Estimated Fulfillment Time + 7 to 29 business days of Estimated Shipping Time = 9 to 34 business days average

WRONG ADDRESS

If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).

UNCLAIMED

Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself (if and as applicable).

CUSTOMS, DUTIES, TAXES

Those ordered products for shipment to locations outside of Hong Kong SAR may be subject to customs duties, taxes and fees levied by the destination location, which are not included in the price of the products. The purchaser of the shipment will be the importer of record in the destination location and is responsible for all the relevant customs duties, taxes and fees. LOCK YUEN has no control over these charges and does not assume responsibility for the ordered products meeting local customs laws and/or duties and taxes.

The Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.

If you have any questions about our shipping policy, don't hesitate to contact us at contact@lockyuen.com

**RETURN POLICY (only apply to online shopping, updated on 20 June 2023)

In order you can be sure you made the right decision, we provide 21-days return policy gives you plenty of time to consider your purchase. If you are not completely satisfied with your purchase from Our Online Store (excluding sale items/discounted sets), we offer an one-off return and give you a refund with charges deduction. The returning item should be without custom engraving, in its original condition.

You have to notify us within 21 days from the date of order arrival for processing the refund of the item. Therefore, you are suggested to contact our Customer Support about your return as soon as received the order.

Once we receive your returned item and it is accepted, your refund will be processed in just a few days. Upon receiving your return, the item will be reviewed by our Quality Assurance Team. Please note that items showing signs of wear or those that have been engraved, altered, resized (by a jeweller other than LOCK YUEN), or damaged in any way cannot be accepted for return. Returns with no return code, and packages that are improperly packaged or uninsured will be refused receipt.

RETURN AN ITEM OR AN ENTIRE ORDER

Step 1 : Please notify us at contact@lockyuen.com that you would like to make a return. Then, we will send you a Return Form. Print out and fill in the form to provide the following information :

Order number
Item(s) to be returned

Step 2 : Put the Return Form inside the box that you are returning. Include all original packaging and collateral material.

Step 3 : You can ship it via any carrier. Be sure to ship your item fully insured and registered, and request a return receipt for confirmation that your shipment has reached its destination.

Non-returnable Items

1. The goods that are made to the consumer's specifications or are clearly personalized;

2. Sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons.

3. For hygiene and safety reason, we regret to advise that we do not accept return of items that have been worn.

Refunding the Purchase

For each refund of each item, we will deduct 10% of the order as management fee (HKD100 Max)
The refund is always credited to the payment method with which the original purchase was made.
The refund is always credited in the same currency as the original purchase.
The refund is always credited to the purchaser’s account.
If the purchase was made with a gift card, a new gift card will be issued.
The time it takes to receive your refund depends on the payment method or your credit card provider.
If your purchase was made with a promotional voucher, you will receive a refund only for the amount paid - that is, the amount charged after the voucher was applied. Furthermore, the promotional voucher will no longer be valid.
If the purchase was made with a promotional voucher and is returned partially, you will receive a refund proportionately reduced by the value of the voucher.
Delivery charges are not refunded. A refund is made on the product's invoice amount.

ITEMS EXCHANGE

We don't have a formal exchange program. If you'd like to exchange something for a different colour or size, we treat it like a return. Then you can place a new order on our website for the item you'd like to receive in exchange.

All procedures listed in Return Policy are applicable to the case of the replacement of defective quality items too. You may ship it to us via any carrier. The responsibilities of shipping cost and this shipment's security are at your side. According to the advice of our Quality Assurance Team, if any quality problem is originally created on the product before it is delivered to your door, we will send a replacement back to you free, at our choice of courier. The exact number of shipment days will be variated due to the exchanged product is being in-store or not.

LOCK YUEN reserve the rights to refuse any returns if the proper guidelines are not followed.

LOCK YUEN will not be responsible for loss/damage and the cost of return shipments.