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Exchange and Delivery

Delivery Policy

  1. K11 DS offers free local delivery for all Orders upon any purchase of products on the Website with a net transaction value of HK$ 300 or more provided that the delivery address you provide with K11 DS is an address located within Hong Kong SAR**. For any purchase of products on the Website with a net transaction value of less than HK$ 300, an applicable delivery charge will be applied.
  2. When your Order is accepted by K11 DS, K11 DS will provided you with an expected time frame for the delivery of your Order (generally speaking, 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. (**Hong Kong SAR domestic delivery by local courier (excluding Discovery Bay, Ma Wan, Hong Kong International Airport and all outlying islands)).
  3. In case there shall be any doubt as to the areas to which K11 DS shall make delivery, K11 DS reserves the right not to provide delivery services and to require you to collect your Order in our store.
  4. Alternatively, you can opt to collect your Order in our physical store no earlier than 7 Working Days from the date of your receipt of the Acceptance of Order, subject to stock availability.
  5. You are advised to contact K11 DS 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.
  6. The address of our physical store is Shop 105 & 111, Level 1, K11 Art Mall, 18 Hanoi Road, Tsim Sha Tsui, Kowloon, Hong Kong.
  7. 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.

Exchange & Return Policy

  1. Once the Acceptance of Order is delivered to the email address you provide to K11 DS, the products purchased are not refundable under any circumstances. Nevertheless, you are entitled to exchange the product IN PERSON in our physical store within 10 days upon receipt of the same, provided that each Order may be exchanged ONCE only.
  2. If there is more than one product in an Order that needs to be exchanged, you need to exchange such products together at the same time. A product you request to return and exchange may be exchanged for another single product which is available for sale on this Website.
  3. If the price of the product you request to return and exchange is higher than the product you opt to exchange, no re-fund of the difference in amount would be made.
  4. If the price of the product you request to return and exchange is lower than the product you opt to exchange, you will need to pay the extra amount to K11 DS in store.
  5. Exchanges will only be accepted for products in their original condition and the packaging of the said products and product and price tags shall remain undamaged and intact.
  6. There will be no exchange for used, altered and items specifying as non-exchangeable when you place your Order.
  7. Notwithstanding the foregoing, for the avoidance of doubt, discounted items once purchased are not refundable or exchangeable under any circumstances.
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