FAQ
General Questions
I am unsure about the size, what should I do?
We provide a detailed size chart for each product, so please check carefully, and make sure you choose the correct size before your purchase.
How do I add items into the shopping cart?
1. Please choose the items you would like to purchase, be mindful to select the correct colour, quantity, and size.
2. Click "Add to Cart" to add items into your shopping cart.
3. You can review your shopping cart by clicking the “Shopping Cart” icon at the top right corner.
4. Click “Check Out” when you’re done shopping.
What payment method do you accept?
We currently accept the following:
- Visa, Mastercard, AMEX, UnionPay
- Google Pay, Apple Pay, PayMe
- FPS, WeChat Pay, AliPay
- PayPal
Shipping Questions
When will I receive my order?
For deliveries to Hong Kong, Macau, Taiwan and China, you can expect to receive your order within 3-4 business days from your order date.
For international orders, you can expect to receive your order within 5-7 business days from your order date.
All deliveries will come with a tracking number.
Which courier do you use and do you offer free shipping for local or international orders?
SF Express orders (Hong Kong, Macau, Taiwan and China):
Free shipping with a minimum spend of HK1,000.
DHL for international orders:
Free shipping with a minimum spend of HKD2,000.
**Taxes & Duties**
International orders may be subject to taxes and duties. Please check with your country’s tariff regulations for more details. Customers are responsible for all applicable customs and taxes.
Can my order be delivered to a SF Express Locker?
Yes, Hong Kong customers ONLY.
Please visit the website below to get the code of your preferred locker and choose the correct one from the drop-down menu at our checkout page.
Will I be charged taxes and import duties?
Yes. We ship your order by DDU (Delivered Duty Unpaid) and our shipping fees does not include any taxes and import duties.
Your order may be subjected to customs inspection and the assessment of duties and taxes will be in accordance with local regulations. If taxes and/or duties are incurred for your order, it will be your responsibility to cover the fees before delivery can proceed.
If you refuse the delivery or if the order is unclaimed, the fees incurred for the return of the order (duties, taxes, admin, return fees) will be responsible by you. We will not arrange a re-delivery until the payment is received.
For more information, we suggest you contact your local DHL, customs office and other relevant parties before placing your order.
Can I ship my order to a shipping warehouse?
No, please do not provide any shipping warehouse address as they usually would not sign off the package.
If the order needs to be re-delivered in any circumstances, buyer is responsible for any shipping fees applied.
Order Questions
Can I amend or cancel my order?
Amendments:
• Please let us know via email at cs@coffeelam.com. However, we will only accept amendments within 24 hours after placing an order so please make sure you double check the quantity, color and size before you checkout.
Cancellations:
• Unfortunately, we DO NOT accept any order cancellations.
Please understand that our goal is to deliver your orders as quick as possible so any amendments are not encouraged unless necessary.
Can I change my shipping details?
Yes, please email us within 24 hours at cs@coffeelam.com and let us know what you would like to change and we will try our best to help.
I didn't receive any confirmation emails after my purchase, what should I do?
There might be a possibility that the email fell into your junk/spam folder, please check before contacting us.
Can I combine my orders into one delivery?
For Hong Kong, Macau, Taiwan and China orders:
If the order has not been dispatched, please send us an email cs@coffeelam.com and let us know the order numbers and we will try our best to cater your request.
For international orders:
Unless you are willing to pay for additional shipping fees, otherwise, we do not encourage any combine orders.
Pre-order & Out of Stock Questions
Can I pre-order any items?
No, we currently do not provide any pre-order services unless we announce it. Please stay tuned with our Facebook/Instagram/Newsletter for any announcements.
Can I reserve any out of stock items?
Unfortunately no, we will not be restocking once our items are out of stock. Please stay tuned with our Facebook/Instagram/Newsletter for any updated announcements.
Will I get notified if stocks are available again?
No, you will need to stay tuned with our Facebook/Instagram/Newsletter for any announcements.
Exchange Questions
I received a defective item, what should I do?
We are truly sorry that you have received a defective item. Please contact us within 7 days from the received date and we will get back to you ASAP.
Is my order eligible for an exchange?
We will only provide exchange ONCE for all products except sale items and swimwear (both top & bottom) due to hygiene reasons.
Please read our return & exchange policy for further details.
What would be the procedures in making an exchange?
Please contact us within 7 days from the received date and we will get back to you ASAP.
Who would be responsible in paying the shipping fees?
Please note that customers are responsible for all shipping fees (both ways) incurred. Do ensure to send your exchange items with a traceable method as we will not be responsible for any lost mail.
*We will only be responsible for the shipping fees (both ways) if item is claimed faulty with photo proof.
Can I combine my exchange order with a new order?
Yes, please contact us and let us know what you would like to purchase. We will create a manual order and send you a payment link via email. Alternatively, let us know the new order number and we will combine the exchange order for you.