Handkerchief
Size Chart FAQ Terms & Conditions Contact Us

ORDER

How can I check the status of my order?

As soon as your order is shipped, you will receive a shipping confirmation advice indicating the approximate delivery lead time in number of business days.

If you have not received such a confirmation or have any doubt, please do not hesitate to contact us by email to : info@handkerchief.com.hk

How do you calculate shipping costs?

Shipping within Asia is $20.00USD by Airmail and $38.00USD by Courier.

Shipping outside Asia is $30.00USD by Airmail and $55.00USD by Courier.

What form of payment do you accept?

All payments are processed securely through the highly trusted payment processor Paypal. Through Paypal we accept direct debits from bank accounts and all major credit cards. It is not neccessary to create a Paypal account in order to pay through Paypal.

Can I change my order? Can I add items to an order?

If you want to change your order, please kindly let us know as soon as possible by email: info@handkerchief.com.hk.
We will check the status of your order and attempt to make the necessary changes. If your order has already been transmitted to our warehouse for shipping, we will not be able to make changes and it will be shipped as it is.
 

How can I cancel my order?

Please contact our customer service team by email for cancellation and briefly explain why you would like to cancel the order. We will notify you the result by e-mail. Any credit will be refunded to your Paypal if your cancellation has been authorized by us. If your order has already been transmitted to our warehouse for shipping, we will not be able to make changes to the order and it will be shipped as it is.

Will there be any additional costs to my order?

No. You will be provided with a guaranteed order total in your Paypal currency. The order total presented will be the exact amount that you will be billed by Paypal. There will never be any additional costs billed upon delivery or due as C.O.D. Charges.

DELIVERY INFORMATION

how long does it take for the shipment to arrive?

Airmail Deliveries

After we have shipped your order the delivery within Asia takes about 5-7 working days by Airmail. The shipping outside Asia takes about 10-14 working days by Airmail. It all depends on your national post office.

Courier Deliveries

After we have shipped your order the delivery within Asia takes about 3-5 working days by Courier. The shipping outside Asia takes about 5-7 working days by Courier.

Can I change my shipping address?

If you want to change your shipping please contact us by email to info@handkerchief.com.hk

An item that I ordered was missing in the shipment, what does this mean?

Normally it means that the missing item wasn’t in stock at the moment and that we wanted you to send the other items first because we don’t want you to wait to long for your order. We normally will inform you about the out of stock product(s) before dispatching. Please contact us to be sure.

My order has not arrived, how can you help me?

Airmail Deliveries If you have not received your order within 15 working days please contact your local sorting office.

If you are not available when the postman attempts delivery a 'While you were out' card will be left. You will have to go to your local sorting office to collect the package.

If your order is returned to us and reason given is "Not called for" you will be required to pay a second postage before we resend it to you. If payment is not received for re-sending your order we reserve the right to refund you the sale price of the item but not the postage cost. If you did not receive a 'While you were out' card you will have to make a complaint to your local sorting office as it is their responsibility not ours.
We do not consider an item lost until after 25 working days from the dispatch date. If this is the case please email us and we will put in a claim with the postal service we are using. Our postal service correspondent will then write to the postal authority in your country, who will in turn investigate and then write to you to confirm you have not received the item, it is essential that you respond or the claim will be invalidated. We cannot offer any recompense until our postal service correspondent says you have confirmed the item has not been received. Please be patient as this process can take up to 3 months. However, as soon as we have received confirmation that the item is lost we will act immediately to replace your order.

If your order is returned to us and reason given by the Postal Service is "Not called for", "Uncollected" or similar you will be required to pay a second postage before we resend it to you. If payment is not received for re-sending your order we reserve the right to refund you the sale price of the item but not the postage cost.
 

Courier Deliveries
Please contact us if you have not received the item or an "attempted delivery" card within 7 working days from the notification of postage . If you do not respond to the "attempted delivery" card with 7 days you order will be returned to us. If your order is returned to us as "uncollected" we reserve the right to refund you the cost of the item but not the postage and packing costs unless you wish to pay the full delivery cost again. If you did not receive a 'While you were out' card you will have to make a complaint to the specified courier as it is their responsibility not ours.

Other Return Reasons
If the parcel is returned as "Address Incomplete", "Address Inaccessible", "Addressee Unknown", "Refused", "Addressee Has Gone Away", then we reserve the right to refund you the sale price of the item but not the postage cost.

I received the wrong items, what should I do now?

We’re sorry your product was wrong and we’d like to help you resolve the problem quickly. Please send an email to: info@handkerchief.com.hk
To help us respond quickly, please try to include the following information (where relevant):

1. All returns must be authorized prior to return. Unauthorized returns may be refused or disregarded.
2. Product name and reference number of the item you wish to return.
3. Reason for request.
4. In cases of size or color exchange, item reference code, color and size for the item you wish to receive in exchange.
 

Do you deliver to postal boxes?

We do not accept orders to Post Office boxes. We do not accept orders at Hotels and post offices, except when the recipient works at these organizations.

Do you deliver to my country?

We deliver to all countries except Hong Kong. Please visit our Hong Kong retailer stores for Hong Kong customers.

TAXES AND DUTIES

Our product prices are without taxes. Sales taxes or VAT should be paid by our customers on top of the product prices depending on regulations set by standard government tax rate.

RETURNS & EXCHANGE

How do I return an item?

Handkerchief is dedicated to providing our customers with our very best service. If you are not fully satisfied with our products and services, please return them in their original condition within 14 days of receipt. Please note that all sales for price reduction items, underwear, hosiery, accessories, swimwear are final.
Please refer to the Terms and Conditions for further details.

To ensure speedy service, please have the following information ready when you contact our customer service by email to info@handkerchief.com.hk:

1. All returns must be approved prior to return. Unauthorized returns may be refused or disregarded.
2. Product name and reference number of the item you wish to return.
3. Reason for request
4. In cases of size or color exchange, item reference code, color and size for the item you wish to receive in exchange.

Please return the item within 14 days for domestic and international purchases from the date of receipt to the address below. Include your order number on the outside of the package. Securely pack and seal the return merchandise in an appropriate shipping box or envelope, and send back to us using an insured service to the address below. (We cannot accept responsibility for packages that we do not ship ourselves).

Handkerchief Production Ltd.
5A Por Mee Factory Building 500 Castle Peak Road Lai Chi Kok Kowloon Hong Kong
Tel: (852)-2785-3183
 

How do I exchange an item?

To ensure speedy service, please have the following information ready when you contact our customer service by email to info@handkerchief.com.hk:

1. All returns must be authorized prior to return. Unauthorized returns may be refused or disregarded.
2. Product name and reference number of the item you wish to return.
3. Reason for request of exchange.
4. In cases of size or color exchange, item reference code, color and size for the item you wish to receive in exchange.

Please return the item within 14 days for domestic and international purchases from the date of receipt to the address below. Include your order number on the outside of the package. Securely pack and seal the return merchandise in an appropriate shipping box or envelope, and send back to us using an insured service to the address below. (We cannot accept responsibility for packages that we do not ship ourselves).
Handkerchief Production Ltd.
5A Por Mee Factory Building 500 Castle Peak Road Lai Chi Kok Kowloon Hong Kong
Tel: (852)-2785-3183

For items received after this time period, we reserve the right to deny the return. All returns must be shipped via traceable mail. Returns must be received in NEW, UNWORN and UNWASHED condition. If you have questions please contact our customer care department at info@handkerchief.com.hk

Returns and exchanges are accepted on merchandise within 14 days of receipt for domestic orders and international orders. Returned items must HAVE NOT BEEN WORN, ALTERED OR WASHED, AND WITH ALL TAGS ATTACHED.

We only offer exchanges for the same item in a different size or color.
 

An item is broken on arrival, what should I do now?

We will help you manage the shipment back to us, and make sure a new item is sent to you. Since we need to evaluate the details of the damage before we decide on the refund or exchange, please do not send anything back to us without our knowledge and confirmation.


Please contact us by email to : info@handkerchief.com.hk

Last edit: 17/May/2011