Shipping & Delivery Information

Shipping Destinations

All orders are shipped from Hong Kong S.A.R. using Hongkong Post e-Express+ (international airmail). We currently deliver to the countries and territories listed below, free of charge:

  • Asia: Chinese Mainland, Brunei Darussalam, Cambodia, India, Indonesia, Israel, Japan, Korea, Lao PDR, Lebanon, Macao, Malaysia, Maldives, Mongolia, Myanmar, Nepal, Pakistan, Philippines, Saudi Arabia, Singapore, Sri Lanka, Taiwan, Thailand, Turkey, United Arab Emirates, Viet Nam
  • Europe: Austria, Belarus, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France (up to 500g), Georgia, Germany (up to 500g), Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Russia, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Ukraine, United Kingdom
  • Oceania: Australia, New Zealand
  • Americas: Canada, Mexico, Brazil, Chile
  • Africa & Middle East: Egypt, Mauritius, Morocco, South Africa

We regret to inform you that as of April 2025, we are unable to fulfill and ship any orders to the United States due to import restrictions currently affecting the shipment of certain items from Hong Kong.

Processing & Shipping Time

We aim to pack and dispatch all available items within 3 working days of order confirmation. Orders are shipped via Hongkong Post e-Express and will be delivered by your local postal service after dispatch.

Estimated delivery times:

  • International (most countries): approximately 7–14 working days*
  • Hong Kong local: approximately 1–3 working days

Delivery times are estimates and not guaranteed. Actual delivery can be affected by flight availability, customs clearance, local postal processing, peak seasons, or force majeure events. Remote or extensive territories (for example Russia, Brazil, Mexico) may take longer; in such cases parcels are processed as priority where possible.

Order Tracking

After dispatch you will receive an email with a tracking number and a link to follow your parcel. Typical tracking milestones are:

  1. Package posted in Hong Kong
  2. Package handed over to carrier / left for destination
  3. Arrival at local mail processing centre

Tracking visibility and detail may vary by destination and local postal partner.

Import Duties & Taxes

Import duties, VAT, or other taxes may be charged by your country. These charges are not included in our prices or shipping costs and are the buyer’s responsibility. Postal services may also apply handling or processing fees.

Lalouette cannot mark parcels as “gifts” or undervalue items to avoid customs duties. All customs documentation will be completed truthfully in accordance with Hong Kong postal regulations.

Returns

Our returns policy is available here. To confirm: full-price items are returnable within 30 days; sale items are non-returnable unless faulty.

Combining Shipments

If you place multiple orders and would like them combined, email info@lalouettesilk.com immediately after placing your last order. If an earlier order has already been dispatched, we cannot combine shipments.

Transport Damage

If your parcel or item arrives damaged, please email photos of the packaging and the damaged item(s) to info@lalouettesilk.com within 48 hours of delivery. We will replace the damaged product(s) or refund the purchase price, depending on your preference. Return shipping costs for approved faulty/damaged items will be reimbursed.

Damage to presentation boxes (drawer boxes) alone is not eligible for a product refund unless the product itself is damaged.

Failed Deliveries & Incorrect Address

If an order cannot be delivered due to an incorrect or incomplete address provided by the buyer, the cost of re-shipping (based on Hongkong Post rates) will be charged to the buyer.

If a delivery attempt fails because nobody is available to accept the parcel, your local postal service will leave a notice with redelivery or collection instructions. If the parcel is not collected or re-delivery is not arranged and the parcel is returned to Hong Kong, the cost of a second delivery will be charged to the buyer.

If Lalouette is at fault (for example an error on the shipping label), please contact us and we will resolve the issue at no cost to you.

Non-Deliveries & Investigations

If you do not receive your order, notify us at info@lalouettesilk.com within 2–4 months from dispatch. Hongkong Post typically will not investigate or accept claims after 4 months from posting, and we may be unable to assist or offer refunds beyond this period.

Carrier / Country Restrictions

Occasionally Hongkong Post or local carriers restrict delivery to certain destinations. If Hongkong Post is unable or unwilling to ship to your country, we may cancel the order and fully refund you. We will notify you promptly if this occurs.

Recycling & Packaging

Orders are shipped in 100% recyclable polyethylene bubble mailers. Please recycle them at an appropriate facility if available in your area. Our product boxes are premium presentation packaging intended for keepsake use and not designed as the main protective layer for international shipping.

If you have any questions about shipping, please contact info@lalouettesilk.com.