Frequent Ask Questions
How will I know if my order has been accepted?
We will send you an email acknowledging the receipt of your order after you enter your personal and payment details, and place your order on www.hk.dvf.com. If we accept your order, we will send you another email to confirm that the products under your order have been shipped to you.
How can I pay for my online purchases?
We accept payments made by Visa, MasterCard, American Express, JCB, Union Pay, WeChat Pay and Alipay.
Do I need to pay shipping fee, tax and duty for online purchases?
You need to pay shipping fee, tax and duty (if any) for online purchases. Tax and duty are excluded in the prices shown in the website. You will be charged with a shipping cost of HK$ 50-200 for each order. Tax and duty applicable to the shipping country of your order will be excluded in the final purchase price.
Tax and duty are not refundable for exchange or refund. In case of exchange, you will be charged tax and duty once for exchange. We will cover the cost of tax and duty for replacement.
When should I expect to receive my order?
We endeavor to deliver your products ordered within 7 working days after the order has been placed and accepted by us.
Do you offer price adjustments on sale items?
We do not offer a price adjustment on items previously purchased from www.hk.dvf.com.
Where do you deliver?
We deliver to Hong Kong, Macau,Taiwan, Malaysia, Singapore, Vietnam, Philippine, Indonesia, Thailand .
Can I have a different delivery address for my order?
Yes, you can have your ordered items delivered to an address different from your registered address.
Can I deliver my order to multiple addresses?
Your order can only be delivered to one address. If you wish to send items to several addresses, please place separate orders for each address.
Do you deliver to Post Office boxes?
We do not deliver to PO Box numbers and mail-forwarding addresses.
What if on one is available to accept delivery ?
Our courier will contact you 30 minutes before delivery. The delivery will be available from 10 a.m. to 8 p.m. during weekday excluding Saturday, Sunday or Public Holiday. If no one is available for sign for the delivery, our courier will attempt to deliver again on the next working day.
Can I collect from one of your stores?
Item collection is not available from our stores for online purchase.
Can I change or cancel my order after it has been placed?
Once your order has been placed, it cannot be changed or cancelled. In this case, you would have to return your order after you have received it in accordance with our Exchange and Return Policy.
What should I do if my order is faulty?
All items undergo comprehensive quality control and are checked for faults and damage before they are sent to customers. Should you receive an item that is not in satisfactory condition, please contact us at email@example.com within 48 hours with your order number. All return items should be returned to us within 7 days after confirmation. Any problem reports made after 48 hours will not be honoured.
All items must be returned in the same conditions as sent, in the original packages and have all original hanging tags, Return Guarantee Tag, extra buttons, hangers, plastic wrap, if any. Please state that the parcel is a 'returned Item'. In case of damage caused by inappropriate use of treatment of the product, no warranty or refund is provided.
Upon receipt of the returned item(s) we will send back a replacement item(s) to you. The shipping cost of sending incorrect / faulty & damaged item(s) will be fully refunded. Shipping, taxes and duties’ costs on replacing faulty or damaged item(s) will not be charged to you after the initial delivery.
How long will it take to receive a refund?
Refunds may only be requested by the person who originally placed the order and will be processed via the original payment method, excluding shipping costs, tax or duty. it will take approximately 10 working days to process your refund after receipt of your returned items. Additional working days may be required to process the refund by your bank and card issuers.
Can I return the items to a DVF store?
Online order returns or exchanges will not be accepted at any of our physical store locations.
Can I exchange an order?
We offer an exchange for your item(s), subject to stock availability. All exchanges should follow our Exchange and Return Policy. Please contact our Customer Service Officer at firstname.lastname@example.org, quoting your order number for exchange and listing the item(s) to be exchanged and selected for replacement.
How could I contact you?
You can contact our Customer Service Officer at email@example.com.
For all online purchases, alteration service is not available regardless of any forms of submission, online or to any physical store locations.
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