Shipping & Delivery Information
All orders are shipped from Hong Kong S.A.R. using Hong Kong Post. We currently deliver to the following countries and territories (in alphabetical order), free of charge:
Australia, Austria, Belgium, Brazil, Cambodia, Canada, China (including Hong Kong S.A.R. & Macao S.A.R.), Denmark, Finland, France, Germany, Hungary, Iceland, Indonesia, Ireland, Israel, Japan, Luxembourg, Malaysia, Mexico, The Netherlands, New Zealand, Norway, The Philippines, Poland, Portugal, Russia, Singapore, South Africa, South Korea, Spain, Sweden, Switzerland, Thailand, Turkey, United Kingdom (UK), United States (US), Vietnam
Please contact us via firstname.lastname@example.org if you wish to order from our shop, but are not based in one of the countries listed above. We will try our best to identify alternative shipping methods to help you place an order.
Important update: due to COVID-19 we are unfortunately unable to ship to several destinations. As of 26 September 2020, we are temporarily unable to ship to South Africa, Canada, Cambodia, Japan, South Korea, Russia, Mexico, Brazil, Austria, Israel, Iceland, Ireland, and New Zealand. We apologize for the inconvenience and hope to serve you again in the near future.
All available items are shipped within 1 week of ordering. Your order will be shipped using Hong Kong Post e-Express (standard shipping). This is an international airmail service. After dispatching in Hong Kong, your order will be delivered through your local postal service.
It may take approximately 7 to 14 working days* for your order to be delivered, subject to situation of flight availability, customs clearance, aviation security check, and force majeure events.
For local orders shipping to Hong Kong, your order should arrive within 1-3 working days.
For destinations in extensive territories like Russia, Brazil, and Mexico, delivery time may take a few days longer. However, to offset the possible delay mail items will be treated as priority mail in the destinations, speeding up mail processing.
After placing your order, you will receive email updates as well as a link with your tracking code to follow the status of your order. There are three tracking points:
- Package posted in Hong Kong
- Package handed over to the carrier / Left for the destination
- Arrival at the overseas (your local) mail processing center
Import Duties & Taxes
Import duties, value-added tax (VAT), or purchase tax, may or may not be charged by your country of residence. These are not included in the item price or shipping cost and are the buyer’s responsibility. Please note that we have no control over these charges. Lalouette will fill out all necessary customs forms upon shipping out your order in Hong Kong. If you do not know how much, or if any, import tax you might have to pay, please check with your local tax authorities.
Returns & Exchanges
It is possible to return your order within 14 days of receipt. Please refer to this page for detailed information about returns and exchanges.
If you place multiple orders and wish to have the shipments combined, please let us know by sending an email to email@example.com as soon as possible, right after placing your last order. If the first order(s) you placed has already been dispatched, the subsequent order(s) will have to be shipped separately.
If the package containing your order has been opened or damaged during transport and as a result, your order was damaged as well, please take pictures of the damaged package, as well as any damaged item(s), and send them to firstname.lastname@example.org. We will replace all damaged items (scarves and scarf rings) without cost, or credit the purchase price back to your card, whichever method you prefer.
Damage to the drawer boxes that the scarves and scarf rings are packaged in is not included in this arrangement. Only damage to the actual products will be reimbursed.
We ship all orders in waterproof and tear-resistant poly bubble mailers. This greatly minimizes the chance of your order being damaged by weather conditions or other external pressures.
If an order could not be delivered because the buyer has entered an incomplete/incorrect delivery address during checkout or the creation of a customer account, the cost of a second delivery will be charged to the buyer.
If an order can’t be delivered because no one is present at the delivery address at the time, the postal serviced or courier company will leave a notification asking you to contact them to schedule a re-delivery, or to pick up your parcel at your local post office. If the buyer fails to respond, take action, or pick up the parcel in time, the parcel will be returned to Hong Kong. The cost of a second delivery will be charged to the buyer.
In case of fault due to an error made by Lalouette (for example on the shipping label), please get in touch with our customer service via email@example.com to resolve the issue, free of charge to the customer.
In the rare event that you did not receive your order, a non-receipt of an order must be communicated to firstname.lastname@example.org within two to four months from the date your order was dispatched. Hong Kong Post will not investigate, or accept claims after four months after the posting of the package, and therefore we won’t be able to assist, issue a refund or re-send your order after the four-month period has lapsed.
All orders are shipped in 100% recyclable polyethylene bubble-lined mailers. Please recycle the mailer at a plastic drop off point, if available to you.