Order & Payment FAQ
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Q I How to place an order?
Official store
Payment in HKD by VISA, Master, AMEX.
For mobile users, we also offer payment via Apple Pay or Android Pay.
Our entire site, including checkout page, are all under SSL secured connection.
For occasional weekend markets in Hong Kong or Taiwan, please follow us on Facebook & Instagram.
Payment in HKD by VISA, Master, AMEX.
For mobile users, we also offer payment via Apple Pay or Android Pay.
Our entire site, including checkout page, are all under SSL secured connection.
For occasional weekend markets in Hong Kong or Taiwan, please follow us on Facebook & Instagram.
Q I Which pet store in HK is selling your product?
We produce in small batch and we do not add paraben alike chemical preservative in our products. On the upside, this guarantee the products you buy from us directly are all recently made, however, on the downside, this limit the product shelf life from most pet stores' perspective.
We are exploring retail prospect with pet stores around the town that shares our passion and vision. From time to time, we attend weekend market to interact with our customer directly. Follow our Facebook page to keep posted with the next weekend market news.
We are exploring retail prospect with pet stores around the town that shares our passion and vision. From time to time, we attend weekend market to interact with our customer directly. Follow our Facebook page to keep posted with the next weekend market news.
Delivery FAQ
[Last update: 4 May 2020]
Q I How shipping rate is calculated?
Hong Kong Shipping – 2-4 business days upon dispatch
All orders FREE Shipping I via Collection at Post Office
Pick ANY 2 FREE Shipping I via HK Post Doorstep with Tracking / collect at iPostal Station
HK$299+ FREE Shipping I via SF Express Doorstep / collect at station or locker
Macau – 3-5 business days upon dispatch
HK$299+ FREE Shipping I via SF Express Doorstep / collect at station
All orders FREE Shipping I via Collection at Post Office
Pick ANY 2 FREE Shipping I via HK Post Doorstep with Tracking / collect at iPostal Station
HK$299+ FREE Shipping I via SF Express Doorstep / collect at station or locker
Macau – 3-5 business days upon dispatch
HK$299+ FREE Shipping I via SF Express Doorstep / collect at station
International Shipping
Any 4 enjoy FREE SHIPPING via AIRMAIL sending to:
Malaysia, Thailand & Indonesia / approx. 10-21 b.days.
Order HK$999+ free upgrade to EMS / approx. 3-7 b.days.
Other destinations via EMS.
Any 4 enjoy FREE SHIPPING via AIRMAIL sending to:
Malaysia, Thailand & Indonesia / approx. 10-21 b.days.
Order HK$999+ free upgrade to EMS / approx. 3-7 b.days.
Other destinations via EMS.
Import duties/VAT duties matters
Overseas customers are solely responsible for import duties or other incidental costs such as your home country VAT duties, if applicable. In light of recent changes in some overseas countries‘ import regulations, your local custom may levy import duties if they suspect your accumulated overseas online shopping amount exceeded the tax-free threshold.
While we are not responsible for any import duties related costs, we are happy to provide you an estimated import duties amount as reference. This reference import duties is a best estimate based on order content and shipping method. If you need this information before making up your mind to purchase, inbox us for help.
Overseas customers are solely responsible for import duties or other incidental costs such as your home country VAT duties, if applicable. In light of recent changes in some overseas countries‘ import regulations, your local custom may levy import duties if they suspect your accumulated overseas online shopping amount exceeded the tax-free threshold.
While we are not responsible for any import duties related costs, we are happy to provide you an estimated import duties amount as reference. This reference import duties is a best estimate based on order content and shipping method. If you need this information before making up your mind to purchase, inbox us for help.
Exchange / Return & Refund FAQ
Q I I changed my mind and I want a refund.
For each order, we check carefully on the items you ordered are of good conditions and thoroughly pack them before dispatch. We do not encourage impulse purchase here at Pawfume Lab, and therefore, we cannot process return or exchange other than damaged/broken bottle during delivery.
Due to hygienic reason, we cannot accept return or exchange request for opened products.
Due to hygienic reason, we cannot accept return or exchange request for opened products.
Q I Products are damaged when they arrived.
We know how disappointing it is. If you find the product is damaged during delivery, please contact us within 3 days upon receipt, at hello@pawfumelab.com, with the following details:
1. your order number
2. your contact – email and phone
3. a photo to substantiate the claimed damage
4. you preferred option: return & refund or exchange
Our staff will validate the claim and inform you further arrangement on return address or exchange arrangement if appropriate. Please note that a refund can only be process when we receive the product(s) back from you, following the return arrangement we advised you.
A valid refund shall be make via your original payment method, i.e. if paid by PayPal then via PayPal refund.
Please allow 7 business days for PayPal to fully process the claim, payment via credit card may take 14 business days to process.
1. your order number
2. your contact – email and phone
3. a photo to substantiate the claimed damage
4. you preferred option: return & refund or exchange
Our staff will validate the claim and inform you further arrangement on return address or exchange arrangement if appropriate. Please note that a refund can only be process when we receive the product(s) back from you, following the return arrangement we advised you.
A valid refund shall be make via your original payment method, i.e. if paid by PayPal then via PayPal refund.
Please allow 7 business days for PayPal to fully process the claim, payment via credit card may take 14 business days to process.
