Order & Shipping

Shipping, Change, Cancellation, and Return of Orders

I. Applicability

  • The content of this webpage forms part of the Website’s Terms of Use.


II. Shipping Destinations

  • We are accepting international orders. For Hong Kong's orders, we offer free shipping; for orders to Macau, Taiwan, Singapore, Malaysia & Thailand, additional fee HK$50 of delivery will be charged. For international orders other than the regions mentioned, additional fee HK250 of delivery will be charged.


III. Shipping Information

1. We process orders Monday through Friday. We do not ship on Saturdays, Sundays or Public Holidays.

2. Orders in general take 2-3 business days to process and ship for Hong Kong orders. For international orders, it normally takes for a week depending on the destination. If we are unable to meet the expected shipment date, then we shall contact you via the contact information you provided when placing your order.

3. Shipping fees may apply. Please refer to the shipping fee amount appeared at the final step of the checkout process.

4. Please note that the delivery method that you choose during the checkout process cannot be changed after you successfully place the order.


IV. Order Tracking

After your order has been dispatched, you will receive an order shipment notification by email/SMS, which will contain all shipping information, including a tracking no., which you can use to track your order via the named courier’s website. Please note that, due to system updating requirements, the tracking information may not be immediately available upon receipt of the aforesaid email/SMS. In such instances, you are advised to check again later.

V. Change of order

1. After the order has been placed, you cannot change, add, or remove any items from your order. 

2. However, if, before your order is shipped, you wish to change only the colour and/or size of an item, you may send us a request at cs@roamcollection.com and we may, at our discretion, entertain your request depending on, amongst other things, the availability of the time in question.

3. If we find that any item you have ordered is out of stock or otherwise becomes unavailable, we will contact you via the contact information you provide when placing your order and offer a refund of the price for that item. Such refund will not affect any remaining part of the order.

4. The delivery method that you choose during the checkout process cannot be changed after you successfully place the order.


VI. Cancellation

1. You can only cancel an order which is still in the “Unfulfilled” status. A cancel request should be raised to us at cs@roamcollection.com with the email subject of “Cancellation request”.  Please provide your order no. and customer name in the email for further processing.

2. Refunds will be issued via the same form as the original form of payment for the purchase (we will not be responsible for any handling fees or bank charges that you incur). Refunds will be processed within 14 business day after the cancellation of order is confirmed.
   


VII. Return Policy

1. Products purchased on the Website (except for products which are discounted at the time of sale) may be returned on the following conditions:

a. You must raise a request for return (“Return Request”) to us via email at cs@roamcollection.com with a subject of “Return Request” and provide in your email the reason for return, order no., your name, & contact details for our processing;

b. The Return Request must be made within 14 days from the date of delivery of the product(s). The date of delivery as recorded/reported by our named courier shall be deemed to be the 1st day;

c. Upon receiving your Return Request, we will send you a return form for your completion and give you further instructions on how to return the product(s);.

d. Any product to be returned must be in the original condition together with the original packaging, i.e. they should be new, unused, and unwashed with their original tags attached.  (Any free gift should be returned together with the paid product.); and

e. You shall bear the fees for return shipping.

2. Within 14 business days after we receive the returned product and confirm that it meets the conditions for return, we will inform you by email/SMS of the acceptance of the returned product and will arrange for a refund in respect of the returned product.  

3. Under no circumstances will the original or return shipping fees be reimbursed or refunded.

4. If any free gift is not returned along with the paid item, the original price of the unreturned gift will be deducted from the refund.

5. Refunds will be issued via the same form as the original payment for the purchase (we will not be responsible for any handling fees or bank charges that you incur).

×