FAQ, Shipping, Returns and exchanges


Payment

What forms of payment do you accept?

We offer a few payment methods:

(1) Bank transfer: After confirming your order, please transfer the required amount to the account listed below, and email relevant documents to info@ksmall.com.hk with the subject of the email being “KSMall – Order number xx”. If the transaction is successful, KSMall.com.hk staff will contact you to confirm the placement of your order.

Bank Name: Bank of China
Account Name: Sunnie International Company Limited
Account No.: 012-677-1-004414-0

*If the transaction is not completed within 3 days after the order, it will automatically be cancelled*

 

(2) PayDollar: Through PayDollar, you can make your payment using credit card Visa, MasterCard and Alipay.

*Please note that Alipay is only available for Chinese mainland residents*

 

(3) KSMall.com.hk store credits: The value of KSMall store credit $1 is equivalent to HKD $ 1. Upon check out, the system will automatically deduct the KSMall store credits, the balance will remain in the user's account and does not have any expiration date.

 

What currency is the payment in?

If you choose to pay through PayDollar using credit card VISA/ MasterCard or Bank transfer, the payment will be in HKD.
If you choose to pay through PayDollar using Alipay, the Alipay system will automatically convert the displayed prices in HKD to CNY and the payment will be in CNY.

 

Delivery services

KSMall.com.hk offers a number of collection methods, including office pick-up and home delivery services.

Office pick-up: When you confirm your order, we will contact you when your parcel is ready for pick-up. Please pick-up your parcel within 7 days, otherwise we will have next pick-up arrangement.

Home delivery: Orders above HKD 500 after discounts automatically enjoy free delivery. 

KSMall.com.hk provides insurance for every order during the course of delivery, until you’ve signed off the parcel or picked-up the parcel from branch. Upon pick-up, you are required to sign an acknowledgement to confirm the collection of your parcel and recognize thatKSMall.com.hk is no longer responsible for the goods. If the consignee is not the original purchaser, or if delivered as a gift, they will be signing the acknowledgement on behalf of you, and will be used as evidence of the completion of delivery, while accepting the associated transfer of responsibility.

 

 Do you offer free shipping?

 Hong Kong, Macau, Mainland China and Taiwan: Orders above HKD 500 after discounts automatically enjoy free delivery.

 Shipping Fee Table

ZONE 1 : Hong Kong, China, Macau, Taiwan

ZONE 2 : Japan, Malaysia, Thailand, Indonesia, Philippines, Singapore, Brunei Darussalam

ZONE 3: UK, USA, Canada, France, Australia, Other Countries

 

Weights (KG)

ZONE 1

ZONE 2

ZONE 3

0.5 kg

HKD40

HKD100

HKD180

1 kg

HKD40

HKD132

HKD220

2 kg

HKD40

HKD164

HKD260

3 kg

HKD40

HKD196

HKD330

4 kg

HKD40

HKD228

HKD370

 

* International parcel are usually delivered by Airmail / Speedpost/ other Express Delivery.

* If the customer needs to use other shipping method, please email to info@ksmall.com.hk .

 Upon confirmation of the placement of your order,KSMall.com.hk stuff will advise the customer after inquiry of the shipping fees and you are required to pay the fees at the time of receipt of goods.

*If you choose to purchase items within the clearance zone (does not apply to accessories such as Korea insoles) above HK $ 500, KSMall.com.hk will return the shipping fee after completing the transaction through KSMall.com.hk store credit.

 

 What is the delivery lead time for my order?

 Upon confirmation of the placement of your order, KSMall.com.hk team will strive to make deliveries happen within 7 working days; with the addition of 2-3 working days for the goods to be shipped from the warehouse.
Delivery time may vary as S.F. and TGX will arrange different delivery time for different areas, such as industrial and commercial buildings shipping address is usually delivered within 1-2 working days; non-industrial and commercial buildings or remote areas will require additional working days to complete the delivery. As the delivery service is related to third party companies, inquiries or requests for a specific date or time of delivery will be passed on to S.F. as soon as possible but S.F.and TGX may not necessarily be able to guarantee the actual arrival time.

If the goods are out of stock, we will notify you immediately. We'll try and efficiently arrange the shipment; however, the transit time of goods transport in some areas will be affected by factors laws, customs, logistics arrangements, weather and local or public holidays in Hong Kong. We are unable to control these factors and will not be responsible for the loss due to the delay of delivery.

 

 Who are your delivery partners?

 Majority of the delivery services to Hong Kong/ Macau and Mainland China are provided by S.F. Express or TGX Express. Different delivery partners will be arranged for delivery in other countries and areas.

 

What if the delivery was unsuccessful and my parcel is sent back to KSMall?

 Unsuccessful attempts of delivery can be caused by incorrect address, recipient is unavailable or unclaimed parcels. When the parcels are sent back to KSMall, and you will be informed through email and the delivery will be rearranged. If the parcel is sent back to KSMall from outside Kong Kong, an additional HKD 40 will be charged upon retrieval of the parcel.

 

What if you decide to change the shipping method after delivery?

If you requested to change the courier / pickup method after the delivery, you will need to pay the actual shipping cost for re-delivery.


 How can I track my order?

 There is a tracking code for every order. The delivery company is responsible for providing a tracking code for every order, allowing you to check the location of your parcel at all times.

 

 Do I have to pay additional taxes for international shipping?

 For international shipping parcels, you are responsible for paying your own duties, import taxes, goods and services tax, value added tax (VAT) or other import sales taxes. You are required to pay fees upon the receipt of goods.

 

Returns and exchanges

KSMall.com.hk aims to provide you with the best online shopping experience, therefore offers free 7 days return and exchange policy with no questions asked. If for any reason, you are unsatisfied with the products, we offer a full refund for returned products.

 


How do I exchange an item?

The procedure of item exchange typically takes 7-14 days. Apart from swapping for a different size for the same item, KSMallwill cancel the existing order upon receiving the item to be exchanged, the amount will be returned in the form of KSMallstore credits. You can simply re-purchase other goods using the credits.

Customers can choose to pick-up exchanged products from our office or have it home delivered. If you choose to have it delivered, you need to bear all the delivery fees.


In what circumstances will a return or exchange not be accepted?

Products with the original labels, tags, or packaging torn off; or products containing any changes to the original condition caused by the customer.

Other products unsuitable for return or exchange, and KSMall has clearly stated so on the product page

 

How are refunds issued?

If you made your payment through credit card, you can choose to have the amount refunded to your credit card bank account or in the form of KSMallstore credits.
If you made your payment through bank transfer or PayDollar, the amount can only be refunded in the form of KSMallstore credits.

 

How is the refunded amount calculated?

Under normal circumstances,KSMall will make a refund based on the price of the goods at the time when purchased. However, if the items were purchased with a coupon, the amount of the coupon deducted from the original price of the goods will be the amount of money refunded. In the event of any dispute, the decision of KSMallshall be final and conclusive.


Is there anything I need to take note of if I want to refund an item?

Exchange or return of products must be within 7 days after you received it, items can only be exchanged once
Products to be returned or exchanged must be kept in its original condition: Meaning the item should be unworn, unwashed. Tags must be intact and attached to the item in its original packaging. If the goods do not meet the above criteria, we will not accept them for return.
Exchanged goods typically take 7 working days to be resent, in the case of the products being out of stock, the item will be treated as a request for a refunded instead. In the case of products being misplaced during the course of redelivery, KSMall will not be responsible for the loss; KSMall are also eligible to change the terms and conditions without   any further notice and the right to refuse the exchanging of products. In the event of any dispute, the decision of KSMall shall be final and conclusive.
KSMall is entitled to retain all rights to change the terms and conditions for the return and exchange policy. Please refer to the method of delivery, return and exchange for further inquiries.