SHIPPING

* We can deliver to Discovery Bay and Tung Chung, but cannot delivery to  Ma Wan, Lamma Island, Airport.

Once you’ve placed an Suitcase.hk web order, you will receive an Order Acknowledgement email to confirm your order details, including the pickup / shipping details.

Then when your item is done prepared for pickup or shipment, you will receive a second notification email with carrier and tracking information (if applicable).

You can also sign in your account 24 hours a day, 7 days a week, to view the most up-to-date status of your order. You'll see your order number, the date and time the order was placed, the status of the order, the shipping method.

Preparation and delivery time estimates:

The 'Preparation' time is an estimate of when the item will be prepared in our warehouse. Order placed before 6pm will be prepared on the next business day.

The 'Delivers' time is an estimate of when the item will be delivered to your shipping address after it ships if you choose to ship your item

* Please note that it is not possible to expedite your delivery and receive your package earlier than the scheduled delivery date. You can check the delivery date and carrier of visiting carrier's online Self Service for the latest status of your order. If you have not yet received your delivery notification, please email Suitcase.hk Customer Service to amend your details. If your order is already in transit, please call the Customer Service Hotline 2427-8887.

Most of our shipments contain valuable product. If you will not be home to accept delivery of your product, consider shipping your product where someone you trust will be able to sign for your package. For your convenience, you may prefer to have your order delivered to your office address. Please note, if you choose this option, goods may be left with reception or the Mail Room. 

Occasionally orders cannot be delivered to customers for the following reasons:

When the delivery agent returns an undeliverable package to us and/or fails to deliver due to above reason, the order will be cancelled. For order with paid shipping, we would issue a refund of the amount of the purchase minus shipping fee. For order with free shipping, we would issue a refund of the amount of the purchase minus $166 per suitcase and $50 per other item administration fee. If you would like to change your default shipping address, please contact us asap.

In case you found any damage with the packaging of your delivery order, please refuse the delivery at the door. Suitcase.hk will be in direct contact with you to resolve the issue as quickly as possible with as little inconvenience to you. We will make every effort to contact you and keep you informed of the progress of our investigation and where appropriate, deliver a replacement. If you have already received your order and find that it is damaged, please call us.