At Shoenoralis, we aim to provide a transparent and efficient shopping experience for our footwear enthusiasts in Hong Kong. We understand that clarity regarding delivery and returns is essential for building a long-term relationship with our users.
This policy is written to comply with the Sale of Goods Ordinance (Cap. 26) of Hong Kong and meets the rigorous standards required for global digital advertising platforms. By shopping with us, you agree to the terms outlined in this FAQ-style guide.
We prioritize a structured logistics flow to ensure your new footwear reaches you in a timely manner. Our process is divided into two specific stages:
1. Order Packaging and Preparation: Once your order is confirmed, our team requires 1 business day to cautiously inspect your shoes, pack them securely, and hand them over to our local delivery partners. This internal step ensures that the item leaving our facility matches our quality standards.
2. Transit and Delivery: After dispatch, the transit time within Hong Kong typically spans 2 to 3 business days. In total, customers receive their packages within 3 to 4 business days from the moment the order is placed.
**Please keep in mind that business days refer to Monday through Friday and do not include public holidays or weekends. We focus exclusively on the Hong Kong region to maintain these efficient timelines and provide a reliable service to our local community. **
Transparency is one of our core values. We believe that the price you see at checkout should be the only amount you pay.
Our business operates on a Cash on Delivery (COD) model. You pay the exact amount listed on your invoice at your doorstep. We do not use hidden surcharges, ensuring that your fiscal planning remains simple and predictable.
We understand that our customers have busy schedules. Our delivery partners are instructed to follow standard procedures for successful drop-offs:
Please note that order cancellation is only possible before the product is dispatched. Once the item is with the logistics team, the delivery must be completed as per our operational policy.
To provide a functional delivery service, we must share specific details with our logistics partners. This process is governed by the Personal Data (Privacy) Ordinance (PDPO) of Hong Kong.
In alignment with the Sale of Goods Ordinance (Cap. 26), Shoenoralis ensures that all goods are of merchantable quality and fit for their intended purpose.
We offer a 30-day return policy that starts from the day your shoes are delivered. This window provides you with ample time to inspect your purchase and ensure it meets your expectations in terms of quality and accuracy.
We accept returns only in the following specific circumstances:
We do not offer returns, exchanges, or refunds for a "change of mind." Footwear is a personal item, and we encourage all customers to be completely sure of their size and style preferences before finalizing an order. This policy allows us to maintain our high standards of efficiency and zero-cost shipping for everyone.
If you encounter a fault or an error with your order, please follow these steps:
1. Email Us: Contact our team at help@shoenoralis.com . Provide your order number and a brief description of the issue.
2. Pickup Arrangement: Once we verify the request, we will arrange for a courier to pick up the item from your address. This service is provided at no cost to the customer.
3. Inspection: Upon receiving the item at our facility, we take 24 hours to inspect the condition.
4. Resolution: If the fault is confirmed, we will first attempt to arrange a replacement. If the item is unavailable or the damage is beyond repair, we will proceed with a full refund.
Because we operate via COD, we do not have your bank or credit card details on file. To process a refund:
Shoenoralis is committed to maintaining a professional and reliable presence in the Hong Kong market. Our policies are designed to be "bulletproof" against the requirements of modern digital advertising platforms, ensuring that our customers are always informed and protected.
If you have any further questions about our delivery, returns, or refund processes, our support team is ready to help.
We strive to respond to all inquiries with clarity and professionalism, ensuring that your journey with Shoenoralis is as smooth as possible from the first click to the final delivery. By maintaining these standards, we ensure that our business remains a trusted name for footwear in Hong Kong.