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Shipping Policy

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1. Order Processing & Dispatch

Orders are processed within 1–3 business days (excluding weekends and Hong Kong public holidays) after payment verification. During peak seasons (e.g., Chinese New Year, Singles' Day), processing may extend to 5 business days. You will receive an order confirmation email immediately after purchase, followed by a shipping notification with tracking details once your package is dispatched from Hong Kong. We cannot modify shipping addresses or order contents after dispatch.

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2. LOCAL HONG KONG DELIVERY

  • Delivery is free for orders of HK$500 or more.

  • For orders under $500, there will be a shipping fee of $40. 

  • We aim to send all HK orders within 2 business days* of payment confirmation, and orders are usually delivered within 3 days of sending.

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3. INTERNATIONAL DELIVERY

  • All shipments to the USA will be subject to customs duty and may be required to provide additional customs information. The recipient is responsible for effecting customs clearance, and we are not liable for any delays and returns due to customs clearance.

  • We deliver to the following countries: United Kingdom, United States, France, Spain, Portugal, Germany, The Netherlands, Italy, Switzerland, Romania, Australia, Singapore, Japan, South Korea, The Philippines, Taiwan, and Macao. For all other countries, please contact us at contact@puerism.com before placing your order. 

 

4. Delivery Timeframes & Tracking

Delivery estimates commence from dispatch date (not order date):

  • Hong Kong/Macau: 1–3 business days

  • Asia-Pacific: 3–10 business days (Express), 10–21 days (Standard)

  • Americas/Europe: 5–14 business days (Express), 15–25 days (Standard)

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5. Lost, Damaged, or Undelivered Packages

  • Lost in Transit: Report after 15 days (Express) or 45 days (Standard/Economy) from dispatch. We initiate carrier investigations and reship or refund if unresolved after 30 days.

  • Damage: Inspect packages upon delivery. Refuse acceptance if tampering is visible. Report damage within 48 hours with photos to support@puerism.com for replacement/refund 811.

  • Failed Delivery: Unclaimed packages returned to Hong Kong incur a reshipment fee (original shipping + return costs). Address errors due to customer input require re-payment of shipping.

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6. Contact & Disputes

For shipping inquiries:
Email: contact@puerism.com
Hours: 9:00 AM – 6:00 PM HKT (Monday–Friday)
Include order number and tracking details in all communications. Unresolved issues may be escalated to the Hong Kong Consumer Council or relevant national authorities

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