Below FAQ are some common concerns of our clients before purchasing the items.
If you have other questions, please just send it to firstname.lastname@example.org
- Return & Exchange
If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative.
If we aren’t available, drop us an email and we will get back to you within 20-36 hours!
We will not honor expired codes or codes found on third-party discounts, coupons, or promotion websites.
That being said, if you have already placed an order and would like to
Cancel the order
Add or remove items
Change the shipping address
please contact our support team within 30 minutes of placing your order.
For the best chance of us being able to honor your request, please send your message with the subject line "Modify or cancel order" and include your order reference number (SURBHK-XXXXX) in the body of your message.
Cancellations and order modifications are not guaranteed and can only be made during business hours.
Please reach out to here with any further questions.
In Stock items in orders placed before 3 p.m. (GMT+8) Monday–Friday (Except Public Holidays) ,12 p.m. (GMT+8) Saturday will typically ship on the same day. Orders placed after 3 p.m. (GMT+8) Monday–Friday (Except Public Holidays) will ship within 24 hours. Orders placed after 12 p.m. (GMT+8) on Saturday and throughout the weekends (as well as Public Holidays) will ship on the next working day.
*It may vary due to the stock level. We will notify customer separately under special circumstances.
Please note that in peak periods orders may take a little longer (up to 3-5 business days) to ship out. Thanks for your patience!
Pre-Order items may take two weeks to ship, depending on the product. We provide a delivery estimation on the product page. Or may contact us for estimated delivery date of individual product.
If your order contains a mix of In Stock and Pre-order items, the entire order will not ship until all of the Pre-order items have arrived at our warehouse. If you need something more immediately, please contact our team at here .
Please see this article for details on our shipments.
Our orders are dispatched from Hong Kong. Delivery time is not guaranteed and can range from 1 week to 1 month depending on the region and courier shipping overseas.
Please note that delivery windows are estimates only and may vary depending on shipper or carrier volume. We do not guarantee any estimate delivery date for orders outside Hong Kong.
Contact us here with any questions.
Please check your front porch, side door, back porch, garage area, bushes, mailbox, and mail room to make sure it’s not hiding or jammed. Also, please ask any neighbors, housemates, concierges, and coworkers (if delivered to work) if they may have received it for you.
If your package still hasn’t turned up 3 days after the delivery date shown in your tracking information, please contact us .
Return & Exchange
The product must be brand new, with complete packaging and tagging, and it has not been worn or used. We will not accept products that violate the regulations.
For further details, please refer to Return & Exchange Policy
Please note the return shipping cost and the second delivery fee (if applicable) is borne by the customer, and we will not provide return shipping check label or shipping refund.