HOW MUCH DOES SHIPPING COST?
- Free delivery service for 112 mountainyam VIP customers for all items.
- Free local delivery in Hong Kong for all items minimum HK$300
- Standard shipping for orders under HK$300 at HK$50.
- Free delivery service for orders over HK$1500
- All other orders will be charged a flat rate of HK$200
WHEN WILL MY ORDER BE DELIVERED?
Hong Kong: 1–3 working days
International: 3–5 working days
HOW CAN I TRACK MY ORDER?
As soon as you place your order, you will receive an email to let you know that your order is being processed. Upon dispatch of your order, we will contact you via email with a link to track your order.
WHAT ARE THE DUTIES/TAXES INCURRED ON MY ORDER?
You will be responsible for any international taxes and duties. We are unable to supply an estimated cost as it vary by country. Please contact the customs office in the destination country for information.
CAN I PICK UP MY ORDER IN STORE?
Certainly! We have a free in-store pickup option for Hong Kong residents. Just in case, you can also send us an email at firstname.lastname@example.org with your order number once it’s been placed we will have your order packed and ready for pick up in store (Tai Kwun store only).
Returns & Exchanges
WHAT IS YOUR RETURN POLICY?
Returns are accepted and must be received within 14 days of the purchase date. Items must be unworn with the original tags attached. The following categories are not returnable: promotional items, accessories, socks, swim bottoms and lingerie. We reserve the right to return any item that does not comply with our return policy.
HOW CAN I MAKE AN EXCHANGE?
We accept exchanges for unworn purchases within 14 days of purchase, providing that:
- Item(s) to be exchanged meet sellable condition in original packaging
- Promotional/Sale items and intimates (inclusive of socks, swim bottoms and lingerie) are not eligible for exchange.
Simply call our customer service team at +852 5501 5867 to check on size availability or come through our door (Tai Kwun store only) with your purchase. Any delivery charges incurred in the exchange will be borne by the customer.
WHAT IF I RECEIVED A DAMAGED PRODUCT?
We put all of our products through a stringent quality control test before they are dispatched. If you do receive a damaged item, it must be reported to our customer service team via phone call (Tai Kwun store only) within 7 days of receipt.
About Your Order
CAN I CANCEL MY ORDER?
Please call us at +852 5501 5867 or email email@example.com, Monday through Friday, from 11AM to 7PM, and we can attempt to make a cancellation. We are unable to halt a shipment once an order is out.
CAN I UPDATE MY SHIPPING ADDRESS?
Yes, as long as the order has not yet shipped. Please call +852 5501 5867 or email firstname.lastname@example.org and we will do our best to accommodate.
DO YOU OFFER GIFT WRAPPING?
Yes, we can wrap it up for you with our recycled gift-wrapping paper. At checkout, you will be presented with an option to add wrapping with a personalised hand-written note for HK $50.
WHAT SIZE SHOULD I ORDER?
We work with brands around the world and each brand has its own fit. If you are unsure, you can contact our customer service team +852 5501 5867 and they can advise you on the right size.
HOW CAN I USE MY MEMBERSHIP DISCOUNT ONLINE?
Your VIP discount code should be emailed to you. You only need to insert the code at checkout. If you have forgotten or lost your code, simply email our customer service team at email@example.com and we’ll sort you out.