NEED HELP?
Shipping
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 112mountainyam@gmail.com with your order number once it’s been placed we will have your order packed and ready for pick up in store.
HOW MUCH DOES SHIPPING COST?
Hong Kong
- 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.
International
- Free delivery service for orders over HK$2000
- All other orders will be charged a flat rate of HK$300
WHEN WILL MY ORDER BE DELIVERED?
Hong Kong: 1–3 working days
International: 5–7 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.
Payment Information — What payment methods can I use?
The payment methods currently available for your order will be displayed at checkout.
Payment Information — When will my payment be processed?
Payment is handled securely during checkout. Any payment confirmation or authorization details will be shown by your payment provider.
Payment Information — Is my payment information secure?
Payment details are submitted through the secure checkout and payment service. Please do not send payment information to us by email or message.
Order Returns — How do I request a return?
Contact us with your order number and the item you’d like to return before sending anything back. We’ll confirm the next steps and whether the item is eligible under our return policy.
Order Returns — What condition should a returned item be in?
Please keep the item unused and in its original condition and packaging while you contact us. Return eligibility may depend on the product and the applicable return policy.
Returns & Exchanges
WHAT IS YOUR RETURN POLICY?
Returns are accepted and must be received within 7 days of the purchase date. Items must be unworn with the original tags attached. The following categories are not returnable: bespoke items, 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
- Bespoke, 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 9723 1029 to check on size availability or come through our door 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 within 7 days of receipt.
About Your Order
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 112mountainyam@gmail.com and we’ll sort you out.
CAN I CANCEL MY ORDER?
Please call us at +852 9723 1029 or email 112mountainyam@gmail.com, Tuesday through Saturday, from 11AM to 6PM, 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 9723 1029 or email 112mountainyam@gmail.com and we will do our best to accommodate.
DO YOU OFFER GIFT WRAPPING?
Yes, we offer complimentary gift wrapping with our recycled wrapping paper. Simply leave your personal message in the Add Order Note section at checkout, and we will hand-write it for you.
WHAT SIZE SHOULD I ORDER?
Please refer to our Size Guide for measurements. If you are unsure, you can contact our Customer Service Team at +852 9723 1029 for advise on the right size.