SHIPPING & RETURNS

Shipping Policy

Our collection releases are seasonal. Most items are limited at pre-order. With our greatest sincerity, the stock would arrive at around 1-2 months after the release. We strive to ship all orders as fast as we can, and once it has been shipped, you will receive a confirmation email that included tracking number and link.

Delivery might be delayed if it met the following situations, inclement weather, package congestion, custom clearance, etc.

*Please note that delivery is available for destinations of HKSAR, Macau, Taiwan and the Mainland by SF Express ONLY. Please provide address at point of checkout to see available shipping services. Please provide the code of SF Lockers or Pickup Points if you would like to use the pickup services. The shipping fee would be a fixed rate of $50 for HKSAR destinations subject to the free delivery policy, and $100 for Macau, Taiwan and the Mainland. Additional fees might be charged for remote areas.

Free Delivery

Arrangement of free delivery for orders within Hong Kong: free freight charge per order for 1 shipment if the order reaches the specified net amount of HKD $1,200 or above. Additional fees might be charged for remote areas.

Split Delivery

We often deliver all items from a single order within a single shipment. However, due to numerous factors, products may be delivered in split shipments. We reserve the right to split the delivery of any order.

Refused Shipments

If you refuse a shipment from SINZERELY, you are responsible for the original shipping charges, any Import Fees that are incurred on the package, and the cost of returning the package to SINZERELY.

If the order cannot reach the customer’s delivery address due to wrong information provided by customers or any reasons occurs by customers, it will be returned back to Hong Kong under possible resolutions. All expenses incurring due to this, you are responsible for the re-arrangement shipping cost or will be deducted from the refund, if any.

Lost or Stolen Packages

SINZERELY is not responsible for any lost or stolen shipments confirmed delivered by the courier. We advise you to contact your courier. If your package does not arrive in accordance with the tracking information, please contact our customer service.

Return & Exchange Policy

Incorrect, missing or faulty items

Refund or exchange would only be applicable for incorrect or faulty items. NO change of sizes is available once your order has been confirmed.

If you discover a fault with the item(s) you have received, please contact us within 3 days of receipt (counting from the first day of system’s confirmed receipt) to start the returns/exchange procedure and we will do our best to resolve the issue. Please state your order number, description of the item, photo of the item, name, contact number and recipient's address and email us at support@sinzerely.com, or reply to your shipment email of the order.

Please return the goods within 3 days after received our email notification, otherwise it will not be processed.
No Returns or Exchange request will be accepted after the said period, or if the product tags or packaging have been removed or lost.

Exchanges/returns will be processed upon receipt of the respective item(s). Once we receive your package, we will evaluate the products before proceeding with exchanging or refunding your order. Acknowledgement of receipt will be sent to your email following the evaluation process, stating the outcome and whether the item is eligible for exchange or refund.

We do offer exchanges if you received a damaged, defective, or incorrect product, we will arrange to a replacement of the same style, size and colour, subject to availability. Where a replacement item is unavailable, refunds will be processed. Under these circumstances, the shipping cost for replacement where items are missing or for return shipment where an incorrect or faulty item has been received will be covered by SINZERELY (only for Hong Kong region).
If the Company receives a return that cannot be accepted, the product shall be re-shipped to the customer at his/her sold cost.
Please note that items remain the responsibility of the customer until it is received by SINZERELY. Therefore, it is recommended that the customer takes necessary precautions by using registered and traceable services when returning the package.

Packages sent without first contacting us will not be accepted.

Conditions for Returns/Exchange
Please refer to the following criteria as a guideline only to our returns/exchange policy:

Items must be in original condition with all tags and packaging intact. We will not accept any items that are not in this condition.
Return is not allowed for the product(s) which has been washed, used, altered or tampered.
Evaluation process may take up to 21 days from receipt. Once inspection pleased, your exchange would be arranged. Please check your email for any updates.
Upon dispute, SINZERELY reserves all rights to make final decisions for all returns cases.