Free Delivery

Customer Service

Delivery terms & conditions

DELIVERY SCHEDULE AND ADDRESSES

Hong Kong, Kowloon and New Territories
Delivery is FREE for orders over HKD800. HKD30 for orders below HKD800.
The delivery service is available from Monday to Saturday between 9:00am and 6:00pm (excluding Sundays and public holidays).
Extra delivery charge of HK$150 shall apply for Express shipping.
We will call you to confirm the delivery date and time for each order. You will also receive a reminder call 30min to 1 hour prior to the delivery time.

 

Order Placed by

Delivered By

Standard Shipping

Monday to Saturday, Before 4:00pm

1-2 business days between 9.00am and 6.00pm (excluding Sundays and public holidays)

Standard Shipping

Monday to Saturday, after 4:00pm

2-3 business days between 9.00am and 6.00pm (excluding Sundays and public holidays)

Express shipping

Monday to Saturday, Before 3:00pm

Next business day between 9.00am and 6.00pm (excluding Sundays and public holidays)

Remote areas
For remote areas, such as Sai Kung, Tung Chung, Shek O, the Peak, etc., we will deliver within 3 working days (excluding Sundays and public holidays) regardless of the time the order has been placed and the shipping method chosen.

Outlying islands
We are sorry but we are not able to provide delivery service to outlying islands. However, if you work in Hong Kong or Kowloon side, we would be happy to arrange to pick up your order at the ferry piers. Please contact us at orders@hoplababy.com to check our availability.

INTERNATIONAL DELIVERIES

We ship to China Mainland with Speedpost Economy Express. Please expect delivery within 4 working days at the earliest.
Delivery in China is free for orders over 2,000HK$. For orders between 2,000HK$ and 1,000HK$, the delivery fees are 200HK$. For orders below 1,000HK$ , the delivery fees are 100HK$.

Other international deliveries are not available for the time being. However, if you still can’t find the items you were looking for in your country, please contact us at orders@hoplababy.com
We’ll try our best to deliver you abroad.

SHIPPING…MADE IT EASY

How much will my Shipping Costs be?
If you've selected to ship items, at checkout, you will be prompted to choose a shipping method.
Your total shipping will be calculated automatically during checkout prior to the completion of your order.
Shipping policies and delivery windows are subject to change without prior notice. If you have any questions, please feel free to contact our customer service team at orders@hoplababy.com.

How Can I Get My Items to Arrive Faster?
For most items, you will be given the option of selecting 1 of 2 different shipping methods:

  • Standard Shipping
  • Express Shipping

The method that you choose determines how quickly your item will arrive. For more details, go to DELIVERY SCHEDULE AND ADDRESSES.

Can I Change my Shipping Method After I have placed My Order?
At this time, no changes can be made to an order once it has been submitted. In order to select the appropriate delivery time for your needs, please refer to DELIVERY SCHEDULE AND ADDRESSES.

If I choose Express Shipping, will I get my order the next day?
It depends... When choosing Express Shipping, your order must be placed before 3pm on the same day to be able to get your delivery the next day. Also, please note that there are no weekend deliveries so you'll need to take that into consideration as well.

What happens if I am not home when my order is delivered?
We will report any unsuccessful deliveries (such as nobody to receive at designated address or if you reject your order) to you via email the next morning. We will contact recipient to understand why the delivery was unsuccessful and to arrange another delivery time.

Are There Any Restrictions I Should Know About?
Please be aware of the following in order to assist you with your shipping selections and needs:

  • Orders are shipped from Monday to Saturday excluding Hong Kong public holidays.
  • Your order must be received and your credit card authorized by 3.00 p.m. or your order will not be processed until the following business day. This applies to all shipping methods, including Express Shipping.
  • ALL orders require a valid telephone number.
  •  Please note that local delivery does not cover villages, P.O Boxes, restricted areas and lot numbers.
  • Delivery service will be suspended when typhoon signal No.8 or above or a black rain warning is hoisted. In this event customers will be contacted to re-schedule delivery time.
  • We reserve the right to charge an additional delivery fee if the recipient is not available to accept delivery at the nominated delivery time.
  •  It is the responsibility of the customer to notify HoplaBaby immediately of any change to their delivery address at orders@hoplababy.com.
  • Please check the products upon delivery. For any damages arising from transportation and non personal reasons, please contact us and we will arrange the products exchange immediately. Kindly accept our apology that no exchange is available after acknowledging the products.
  • We reserve the right to revise the above Delivery Policy at any time as we think fit without prior notice to you.
 
 
Returns, Exchanges and Refunds

We would be happy to refund or exchange any product* returned within 7 days of purchase, as long as it is returned in its original state, unused and in original packaging. Proof of purchase is required (order ID).

* This doesn’t apply to gift certificates.

* This does not affect your rights if the product is faulty or misdescribed.
You will be responsible for shipping costs (each way) on unwanted items. Damaged, dirty, used merchandise or items with missing pieces cannot be returned for exchange and will be returned to the customer at the customer's option and expense. 

EXCHANGES

If you received a defective item and need to exchange it for the same item, email orders@hoplababy.com  to request a replacement. Please follow our Return Instructions to return the original item.
If you would like to exchange an item for a different one, please follow our Return Instructions to return the original item and place a new order for the item you'd like to purchase.

UNWANTED ITEMS & REFUNDS

If you receive an item that you don’t want to keep and you’d like to get a refund, return your products within 7 days of purchase following our Return Instructions. Refunds are processed within 10 days of receipt. Credit will be issued against your original method of payment

DAMAGED ITEMS

If you receive an item that was damaged, please follow our Return Instructions to return the original item and write down "Return: Damaged Items." At that time, you can tell us if you want a refund or replacement.
If you feel your item was damaged due to poor packaging, please let us know.

DEFECTIVE ITEMS

If your item isn't working properly, please check the product manual (which arrived with the item). You can usually find troubleshooting and "getting started" information there.
If you're unable to resolve the problem after reading the product instructions, please follow our Return Instructions to return the original item, specifying your order ID, in order to receive a replacement or returning your item for a refund.

WRONG ITEMS

If you receive a wrong item, please follow our Return Instructions to return the original item, specifying your order ID.

NO DELIVERY

Claims for lost packages will be processed ONLY when package tracking indicates that the package was NOT delivered correctly. Please notify us at orders@hoplababy.com so we can resolve the issue as quickly as possible.
Please note: If your organization or office refuse delivery of any package and the package is returned to us, we will automatically treat this as a refund (see Unwanted Items & Refunds above). If you would like us to redeliver, you will need to place a new order.

RETURN INSTRUCTIONS

Please follow the instructions below when packing and sending your product for return. It's important to note that the instructions below must be followed in order to allow us the opportunity to process your return.  

1. Send the items in its original state, unused and in original packaging. Pack the item carefully so that it will not be damaged during the shipping process. No credit will be issued for items missing components, parts, original box, packaging material, contents, accessories and/or manuals (i.e., any product not in "like new" condition).

2. Specify the reason of this return (refund, exchange, defective item, damaged item, shipping error) and your order ID. If you selected Damaged, Defective or Other, you must state the nature of the damage or defect.

3. Return your items within 7 days of purchase to the following address:
-  for refund, exchange or shipping error:
e-Logistics (China) Limited
3/F, e-commerce Logistics Centre, 9-12 Yip Shing Street, Kwai Chung HONG KONG
Contact person: Margaret  Wan

Please remove all personal data (e.g., computer or wireless phone data, videotapes), from any returned items. HoplaBaby.com is not responsible for any personal data left on or in these items.
Use a secure shipping method to send the item so that it can be tracked. For example, if you are sending it through the Hong Kong Post, please request delivery confirmation. We are not responsible for items lost during shipping, and cannot process your return until the item is received.

PROMOTIONAL ITEMS

Any product that is returned without a promotional item(s) that was included with the original transaction (e.g., buy a food processor, get a free baby bowl; buy a food processor, get a free gift card; or buy a food processor, get a baby bowl half off) will have the value of the promotional item deducted from the refund amount.

 
Payment Methods

Credit cards accepted:

  • MasterCard
  • Visa
  • American Express

Other forms of payment:

  • Alipay
  • HoplaBaby Gift Certificates
  • PayPal™ account
  • Bank Transfer to eCommerce Solutions Ltd - HSBC account 640-113890-838
  • Personal Cheque. Please send it to eCommerce Solutions Ltd - Room 620, 6 Floor, Block C, DB Plaza, Discovery Bay, Lantau Island

After making the transfer or sending the cheque, please contact us with your order number at orders@hoplababy.com. Your order will be shipped when we receive payment.

We do not accept the following forms of payment:

  • Cash
 
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