Shipping Policy
Thank you for shopping with 【CANDY MAGIC JAPAN】HK & MO - Color Con Shop. This policy outlines our dispatch procedures, delivery schedules, self-pickup guidelines, and relevant liability terms. Please review these terms carefully before placing your order:
1. Delivery Scope & Designated Couriers
Delivery Scope: Official shipping services are strictly restricted to the Hong Kong Special Administrative Region and Macao Special Administrative Region.
Designated Logistics: All orders are fulfilled and dispatched exclusively via SF Express (順豐速運) or JD Express (京東快遞).
2. Order Processing & Dispatch Timelines
In-stock Orders (Shopify Payments): Orders paid via Credit Card, Apple Pay, Google Pay, or Shop Pay will be packed and dispatched within 2 to 5 business days upon payment confirmation.
Faster Payment System (FPS) Orders: For FPS checkout, please WhatsApp customer service team (+852 95630780) within 24 hours of ordering for payment details, and complete the transfer with receipt within 48 hours. Orders will be dispatched within 2–5 business days once verified.
Orders placed on weekends or Hong Kong statutory public holidays will be processed in sequence on the following business day.
3. Delivery Times & Shipping Rates
Estimated Transit Time: Once handed over to the courier, standard delivery to urban areas typically takes 1 to 3 business days (excluding remote areas, customs inspections, or public holiday peaks). Transit times are estimates starting from the dispatch date.
Shipping Charges: Shipping fees are automatically calculated at checkout based on the shipping address and parcel weight. If the order value meets our active free shipping promotional threshold, free standard shipping will be applied automatically.
Force Majeure Disclaimer: We are not liable for transit delays caused by force majeure events beyond our reasonable control, including adverse weather conditions (such as Typhoon Signal No. 8 or Black Rainstorm Warnings), customs clearance procedures, peak public holidays, or courier internal operational delays.
4. Lockers & Self-Pickup Point Guidelines
Supported Pickup Points: Delivery is fully supported for residential addresses, commercial buildings, as well as designated SF Express Lockers / SF Stores and JD Express Service Points.
Address Format: If self-pickup is required, please enter the designated pickup point/locker code (e.g., SF Store/Locker Code H852FE01P) and the pickup location address directly in the "Shipping Address" field at checkout.
SMS Notifications: Please ensure that an accurate Hong Kong or Macao mobile phone number capable of receiving SMS is provided to ensure smooth receipt of courier pickup notifications.
Unclaimed Parcel Liability: If a parcel is returned to our warehouse due to the customer's failure to collect it from a smart locker or pickup store within the designated timeframe, the customer shall bear the two-way return and reshipment courier fees before redelivery can be arranged.
5. Shipping Notifications & Order Tracking
An automated dispatch confirmation email containing your SF Express or JD Express tracking number and tracking portal link will be issued once the parcel has been shipped.
Courier tracking information may take several hours to synchronize online after parcel handover. Customers may subsequently visit the official SF Express or JD Express website/App and enter the tracking number to check real-time delivery status.
6. Address Accuracy & Order Amendments
Please verify that the recipient name, telephone number, and detailed delivery address are accurate before completing payment.
If you need to modify your shipping details, please contact us immediately via WhatsApp (+852 95630780) for interception assistance.
Once an order has entered warehouse fulfillment or has been handed over to the courier, shipping details cannot be altered, and parcels cannot be redirected or canceled. Delivery failures, delays, parcel losses, or additional reshipment fees caused by incomplete or incorrect recipient submissions shall be the sole responsibility of the customer.
7. Damaged, Lost, or Delayed Shipments
Damaged Shipments: If your parcel arrives with severe exterior damage or defective contents, take clear photos of the damaged shipping box, the courier waybill, and the damaged products immediately, and contact customer service within 7 days of parcel delivery. Please retain all original packaging materials and the physical defective lenses for verification.
Lost Shipments: If tracking updates remain stagnant for an extended period or a shipment is confirmed lost, we will initiate an official claim investigation with the courier and arrange a replacement or resolve the matter in accordance with store policy.
8. Order Cancellations & Refunds
Order cancellation requests must be submitted before the order enters warehouse packaging and dispatch.
Approved cancellations or eligible refunds will be processed via the original payment channel:
Shopify Payments: Refunded directly to the original card or account within 3 to 7 business days.
Faster Payment System (FPS): Refunded directly via FPS bank transfer to the customer's designated personal account within 7 to 14 business days.