Shipping & Returns
DELIVERY TERMS
- Delivery addresses
- Delivery and timescales
- Taxes and Customs Duties
- Delivery problems for which the carrier is responsible
- Delivery errors
TERMS AND CONDITIONS FOR RETURN OF PRODUCTS
- Delivery addresses
- You have the possibility to choose between FedEx or UPS as a carrier in order to receive your purchases. Hong Kong territories residents have only the choice to use U.C (Asia) Services Limited as a carrier in order to receive their purchases.
- We charge 15 EUROS for using FedEx, 20 EUROS for using UPS and 5 EURO for using U.C (Asia) Limited. Hong Kong territories residents have also the choice to pick up their purchases directly at our office at Room 2410, 24/F, China Ressources Building, 26 Harbour Road, Wan Chai, Hong Kong.
- Goods will be delivered to the address stated by the purchaser on the order form in all countries of the world served by. You are required to check the condition of the packaging of the goods upon delivery and report any damage to the carrier on the delivery form, and also to Robert Wan Luxury Ltd., within seven (7) days.
- You can choose to receive your invoice at the billing or delivery address by confirming the relevant option on the electronic order form.
- Delivery and timescales
- The delivery times are calculated in open days (under the confirmation of you order). The delivery date is calculated by taking account the preparation period and the expedition period to which are added the delivery period of the carrier (FedEx / UPS / U.C (Asia) Services Limited).
- Taxes and Customs Duties
- Any order placed on this Internet site and delivered out of Hong Kong could be subjected to possible taxes and customs duties which are imposed when the parcel arrives to its destination.These customs duties and these possible taxes related to the delivery of an article are to be beared by the purchaser and concern his responsibility. Robert Wan Luxury Ltd. is not held to check and inform the purchaser of the customs duties and applicable taxes. To know them, it is advised to the purchaser to get these information with the competent authorities of its country
- Delivery problems for which the carrier is responsible
- You must indicate any anomalies concerning the delivery (damaged parcel, broken product, product missing compared to delivery form, any other damage) on the delivery form, by inserting "handwritten reservations" accompanied by your signature. You must also confirm said anomaly by sending to the carrier within two (2) working days following the delivery date a registered letter with acknowledgment of receipt clearly stating the anomalies found. You must also send a copy of this registered letter by fax, computer scanner or ordinary mail to the customer service department of Robert Wan Luxury Ltd., whose address is given in Section 1 of these terms and conditions of sale.
- Delivery errors
- 4 a) You must submit any complaints regarding delivery errors and/or product non-compliance in terms of type or quality compared to the details stated on the order form to Robert Wan Luxury Ltd. within two (2) days following delivery. Any complaint submitted after this deadline will be rejected.
- 4 b) Complaints may be made to Robert Wan Luxury Ltd. by telephone on + 852 2866 8390 or + 852 2866 7181 from 9 a.m. to 12 p.m. Monday to Friday, or by clicking on "Track your order" on our website.
- 4 c) Any complaints not made in accordance with the above rules and within the deadlines stated will be disregarded and will release Robert Wan Luxury Ltd. from all liability.
- 4 d) On receipt of a complaint, Robert Wan Luxury Ltd. will assign an exchange number for the product(s) concerned and send it to you by e-mail. A product can only be exchanged after completion of the product return procedure specified in Section 4, Article 1.
- Accepted returns
- We accept product returns within seven (7) days of the receipt of your parcel, in the following circumstances:
- - If the product was broken when you received it and you notice this when you open the parcel. You must have followed the procedure outlined in Section 3 Article 3;
- - If you receive a product with an assembly or production defect. As pearls are natural products, any surface imperfections are not considered to be a production defect.
- The returned product(s) must be sent back intact and in the original packaging, to the address given in Section 1 of these terms and conditions. Robert Wan Luxury Ltd. will cover the postage costs, unless it is found that the returned product does not correspond to the original declaration made by the customer on the returns form.
- Return due to delivery error
- In the event of a delivery error, any product to be exchanged should be returned to the customer services department of Robert Wan Luxury Ltd. within two (2) working days following delivery, intact and in its original packaging, to the address given in Section 1 of these terms and conditions. Robert Wan Luxury Ltd. will cover the postage costs, unless it is found that the returned product does not correspond to the original declaration made by the customer on the returns form.
- Product exchange procedure
- Goods are not refundable in cash but can be exchanged for another product, either the same one or another product to the same value. You can also request a Credit on your next order.