If you select Delivery Service, goods will be delivered within 4 weeks (except Hong Kong Outlying Islands) from the order date, final delivery date is subjected to actual situation.
Once online order is confirmed, it is NOT POSSIBLE to change the delivery method, combine the delivery with any other purchases from online or store and add new items and services to the original order.
Delivery service may be delayed or suspended on days of bad weather conditions, serious flooding or blocked or closed roads. You will be contacted within 24 hours via SMS/phone for rescheduling of delivery and such delivery will be made within 7 days thereafter.
There will be no refund of delivery fee for unsuccessful delivery due to an unattended recipient address upon arrival of goods at the scheduled time. Should delivery be rescheduled in such circumstance, re-delivery charges must be paid.
Return General Policy
Defective items can be exchanged within 14 days of purchased, but must be returned in an unused condition, in their original state and packaging. An original receipt must be produced to show proof of purchase in Hinoki. Exchange request will not be accepted if exceeds the above specific timeframe.
For personal hygiene purposes, merchandise categories under toiletries, underwear (inner garments), lingerie & accessories, bedding, feeding items (unless faulty) and food items are non-refundable and non-exchangeable. In addition, merchandise sold as promotional sale items are not covered in the exchange policy. Please include your invoice number, date of purchase, product name and reason for return. Once delivered, the delivery and assembly charges are non-refundable. Please note that no cash or credit card refund will be given. All exchanges would have to be for items of the same value or higher.
For online purchases:
Wrong Item Sent by Us
For any wrong item sent to you, we will provide the right item and retrieve the wrong one at our cost. An exchange can be provided or a refund may be processed based on customer preference.
Please understand that returns caused by the following reasons cannot be handled as a wrong item return.
The actual appearance or colour of the products may differ from that shown in the photos, the actual products will prevail.
Due to lighting or colour difference of computer monitors, resulting in some slight colour variations between the actual product and the photo.
All measurements and weights are approximate. Specifications information on product details page is for your reference only; due to the manual measurement, different batches of orders or individual measuring methods, it may be slightly different from your measurements.
For Wrong Size Purchase / Exchanges / Returns
For wrong size purchased, returns or products exchanges, the delivery fees incurred in the exchange are borne by customers. Please note that no cash or credit card refund will be given. All exchanges would have to be for items of the same value or higher. In addition, we do not accept any online purchase orders exchange in our stores. Please don’t take any goods personally to stores for exchange, they would reject all those requests.
Please note: The goods are your responsibility until they reach our address below. We are not responsible for any item(s) that are lost or damage in transit. Once we have received the item in good condition, we will proceed with the exchange as agreed.
Office: 5/F, International Ind. Bldg., 501-503 Castle Peak Road, Kln., H.K.
For all purchases made on www.hinoki.com, please contact our customer service at firstname.lastname@example.org. Please include your order number, invoice, date of purchase, product name and reason for return or exchange. Once delivered, the delivery and assembly charges are non-refundable.
For in-store purchases:
Exchanges are only accepted within 14 days from the date of purchase; accompanied by a proper store receipt, and approach any of our Hinoki staff in our stores. Please note that the merchandise must be in unused and sellable condition with complete packaging and/or hangers.
If you are unclear, feel free to contact our customer service hotline or email. Hinoki reserves the rights of final decision in case of any disputes and to change the terms from time to time without prior notice.