Delivery & Returns
What are the covered service areas?
Delivery service covers domestic areas only, overseas delivery is not available. Delivery service is available for Hong Kong Island, Kowloon and New Territories. It is not available for Discovery Bay, Ma Wan, Hong Kong International Airport and all outlying islands.
Delivery service is not applicable to locations that cannot be directly accessed by courier trucks.
K11 Design Store will not be responsible for any damage or loss caused when products are left at the door or at the security office upon customer's request.
How to calculate delivery fee?
K11 Design Store offers free local delivery for all orders upon any purchase of products on the website with a net transaction value* of HK$400 or more. A delivery fee of HK$30 will be charged for spending under HK$400.
*Net transaction value refers to the total billed amount net of coupons and other discount offers.
How long will I receive my order?
When your order is accepted by K11 Design Store, K11 DS will provided you with an expected time frame for the delivery of your order (normally within 7 workings days from the date of your receipt of the acceptance of order). However, the delivery of the order will be processed by third party carriers and K11 DS does not guarantee the accuracy of the expected date of delivery.
Can I collect my order in physical store?
Order collection is available at our store in K11. You are advised to contact K11 Design Store at firstname.lastname@example.org before your personal visit to our physical store to collect your order in order to confirm that your order is ready for collection in our store. K11 Design Store will provide you with an expected time frame for collection of your order (normally within 7 working days from the date of request received from customers).
The address of our physical store is Shop 105, 110 & 111, Level 1, K11, 18 Hanoi Road, Tsim Sha Tsui, Kowloon, Hong Kong.
You may collect the order in person or send a representative by presenting a copy of the acceptance of order and a valid identity card or passport to verify your identity before delivering your order.
No delivery fee would be charged for orders collected from physical store.
How to apply for an exchange or return?
Once the acceptance of order is delivered to the email address you provide to K11 Design Store, the products purchased are not returnable unless damages are found. You may return the damaged item within 10 days from the date you received it. Please record the damage by photos and email us at email@example.com. We will notify you the status of your return as soon as we received and inspected the products. If eligible, we shall replace with a new item whenever possible. If the item is out of stock, your refund will be credited to the original payment method. Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.
Goods must be unused, unopened and in the same condition as you received it. Please include the followings: the original packaging, K11 Design Store packaging (if applicable), tags, certificates, manufacture warranty card, instructions, gifts and all other accessories etc. Please also ensure the package is undamaged, tags are intact and attached to the item, Returns that do not meet our policy will not be accepted and sent back to the customer.
Coupon used at the purchase cannot be refunded or re-issued.
Each order only allows return once.
What products are non-returnable?
Any opened, used or products damaged by customer are neither refundable.