FAQs

1. Shipping

1.1 How long does delivery take? 

Hong Kong Post Office Service (Tracking service is NOT offered for standard shipping)

The delivery usually takes 4 - 14 working days from dispatch. Working days are defined as Monday to Saturday and exclude bank holidays. Once your items are ready, we will send you an email with the message “Your order has now been shipped”, and we'll send them within 24h (excluding weekends and bank holidays).

Please count 14 working days after this date to get an estimate of when you'll receive your order.

SF Express Service (Tracking service is offered)

The delivery usually takes 1 - 3 working days from dispatch. Working days are defined as Monday to Saturday and exclude bank holidays. Once your items are ready, we will send you an email with the message “Your order has now been shipped”, and we'll send them within 24h (excluding weekends and bank holidays).

Please count 1 - 3 working days after this date to get an estimate of when you will receive your order.

International delivery (Tracking service is offered)

The delivery usually takes 5 - 30 working days from dispatch. Working days are defined as Monday to Saturday and exclude bank holidays. Once your items are ready, we will send you an email with the message “Your order has now been shipped”, and we'll send them within 24h (excluding weekends and bank holidays).

Please count 30 working days after this date to get an estimate of when you'll receive your order.

1.2 What should I do if my order hasnt been delivered yet?

If the estimated delivery date has passed, we kindly ask you to wait a few extra days in case there are any postal delays, as your parcel is due to be delivered by your district postal service. (Especially more delays in Tuen Mun district)

If you still haven't received your parcel after waiting a few extra days, then please get in touch with Customer Service (cs@swaghairandcompany.comO, letting us know your order number, and we'll be happy to help.

 

2. I want to exchange one or more products from my order

If you want to return the whole purchase (or part of it) once the package has been opened, with the products being intact and unused, you are to contact us within 3 days after the reception of the package, and before returning the products. Be aware that, if you purchased a pack, you'll have to return all the products included on it, as we don't accept partial returns for packs. 

Please note that you'll have to pay for the shipping and, in case of refund, the balance will be sent to your original payment method. 

Once we get the products back at our office, we'll contact you straight away.

If everything is correct, it'll take us from 1-3 working days to issue a refund, counting from the reception of the products.

We only make refunds through Bank Transfer method.

3.  I've received a defective product

You've to contact us within the 14 days after the reception of the package at cs@swaghairandcompany.com, writing the order number and the issue on the subject line. Also, please attach the following photos to your email:

 

 · A photo of the defective product

 · A photo / photos of the problem

 · If you want, you can also attach a short video

 

We'll get back to you as soon as possible.