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SHIPPING & RETURNS

SHIPPING POLICY

We offer FREE shipping worldwide with purchase over US$200.  For orders below US$200, it will be charged with US$20 shipping fee. (Effective from 1-9-2018)

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HONG KONG / MACAU SHIPPING

All Hong Kong / Macau orders are shipped with tracking information via Hong Kong Post, SF Express or UC Express.  Orders will be processed within 3 working days after your payment is approved and the parcel will be delivered within 3-5 working days.

 

INTERNATIONAL SHIPPING

We offer international shipping with tracking information via a selection of couriers based on your location. Orders will be processed within 3 working days after your payment is approved.  For Taiwan and China, it takes around 5 working days to deliver the parcel via SF Express.  For the other countries, the parcel will be delivered within 7-14 working days (subject to destination).   Please note that there may be delays due to customs once the package has reached your country.

 

SHIPPING STATUS

You will receive an email informing you that your order has been shipped with the tracking number of your parcel.  It is the customer's responsibility to track their order once it has been dispatched.  However, we are more than happy to provide assistance if needed, please contact us at info@fairfaxcalifornia.com.

 

LOST / RETURN PACKAGES

We are not responsible for any lost or stolen packages once it has been shipped from our facility. Orders are sent to the exact address given to us for shipping. We are not responsible for the cost of lost or returned packages due to an incorrect address given by the customer or unclaimed packages during order processing.

 

INFORMATION CHANGES

Please make sure your order and shipping information is correct.  If you would like to change any information of your order (contact, shipping address or item purchased), please contact us at info@fairfaxcalifornia.com as soon as possible.  Once the parcel has been shipped, any changes of the shipping information are subject to the extra fee charged by Hong Kong Post / SF Express.

 

ITEM AVAILABILITY

In most cases, when an item displayed on our website is no longer available, there will be a SOLD OUT icon or message indicated on the product.  In some cases, however, due to inventory fluctuation, items that appear to be available when you place your order may, in fact, be out of stock. If this happens, we will notify you as quickly as possible that your order cannot be fulfilled. That item will be cancelled from your order, and you will not be charged for that item as a refund will be occurred.

 

CUSTOMS INFORMATION

Your order may be subject to customs clearance procedures, which can cause delays beyond our original delivery estimates. You may also be subject to import duties and taxes, which are assessed once a shipment reaches your country. You are responsible for any custom clearance charges. Please refer to your local customs authority for more information. The transaction may be cancelled if you reject to pay the custom clearance charges and a full refund will be occurred in this case.

​​RETURN & EXCHANGE POLICY​

We are happy to exchange regular-priced items (excluding sale items and pre-order items) that have not been used and are in their original condition, complete with any related accessories and tags.  Simply contact us at info@fairfaxcalifornia.com  with your order number to request for an exchange.  Please note that all exchange must be done within 7 days from the day of receiving the goods. We are sorry that request for refund will not be entertained.

If you wish to exchange by post, you are responsible for the return postage charges.  We highly recommend that all exchanges are sent to us as registered post or with a tracking number as we do not take responsibility for any lost, stolen parcels or parcels delayed by the postal service.

If you wish to exchange by directly visit our physical store, please contact us through email before you go to the store.  As we need to transfer the exchange items to our store and confirm you about the arrangement, your request for exchange in store will not be entertained if there is no prior notice.  

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Please note that exchanges will not be accepted under the following conditions:

  1. Products that are washed, used or damaged by personal usage

  2. Original labels, price tags or packaging are missing

  3. Exceeded the exchange time period

  4. Sales items (including discounted items using coupon code)

 

FOR DAMAGED OR FAULTY ITEMS

In an unfortunate case of a faulty item or damaged item mailed, we sincerely apologize in advance for the unintentional mistake. Please contact us at info@fairfaxcalifornia.com  at your earliest convenience.  Please also ensure that you take the following steps:

  1. Take photos of the faulty items or damaged area(s)

  2. Please retain the faulty items or damaged goods with original packaging and contact us via email for further assistance

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