Shipping policy

Thank you for shopping with Kwok Wai NG. We offer an assortment of affordable, everyday bag styles built for practical daily use, and we are committed to inspecting each item, packing it securely, and dispatching every order so that it reaches you in good condition and within a reasonable delivery timeframe.

1. Order Processing Time

All orders received go through order confirmation, stock picking, item quality inspection, and protective wrapping within 1–5 business days, which does not count weekends and public holidays in Hong Kong. During flash sales, holiday shopping rushes, or periods of unusually high order volume, our processing time may be extended beyond the standard window. Any customer whose order is affected by a significant backlog will receive a direct email update explaining the expected adjustment before the standard processing period ends.

2. Shipping Rates and Delivery Estimates

Shipping costs for your order are calculated at checkout based on total parcel weight, package size, and your destination region, and the final fee is clearly itemized on the payment page before you confirm your purchase. Standard delivery is estimated to take 15 business days from the date the parcel leaves our facility. These delivery windows are approximate reference values, not binding delivery guarantees. Actual arrival may be delayed by carrier route congestion, customs clearance holds, severe weather conditions, remote-area delivery limitations, or public holidays along the transit route.

3. Shipment Confirmation and Order Tracking

Once your parcel is collected by the logistics carrier and enters their tracking network, we will send a shipment confirmation email to the address you provided at checkout. This email includes your unique tracking number, the carrier’s name, and a direct link to follow your parcel’s progress through each transit checkpoint. Tracking details generally become active and queryable within 24–48 hours after dispatch. It is common for tracking status to show no updates during this initial period, and this delay does not mean your shipment is missing or held up.

4. Incorrect Address Disclaimer

Please verify that your shipping address is complete and accurate before submitting your order — this includes street name and number, building details, floor and unit information, postal code, and a working contact phone number. Kwok Wai NG is not liable for parcels that are successfully delivered to an address entered incorrectly or incompletely by the customer. If a package is returned to us because of an address error, a reshipment fee will apply to cover return logistics and re-dispatch costs before the order can be sent out again.

5. Lost or Damaged Packages

If your parcel has not arrived within 2 business days after the estimated delivery date, please contact our support team promptly with your order ID so we can file a formal investigation case with the carrier. Claims submitted after this reporting window may not be eligible for resolution. If your bag arrives with visible dents, crushed packaging, or obvious manufacturing defects, please reach out to us within 24 hours of delivery and attach clear photos of both the outer shipping box and the product itself. We will review the submitted evidence and arrange a suitable resolution as quickly as we can.

6. Bag Care and Usage Notice

Our bags are designed for regular daily use across commuting, shopping, and casual outings. To extend the usable life and keep the appearance of your bag intact, we recommend avoiding long exposure to heavy rain, intense direct sunlight, or sharp edged objects, and gently wiping the surface with a soft dry cloth whenever it gathers dust. Kwok Wai NG is not responsible for damage caused by overloading the bag beyond its designed capacity, using harsh cleaning agents, accidental tears, unauthorized alterations, or normal wear that develops over extended daily use.

7. International Shipping and Customs Notice

For shipments sent outside Hong Kong, import duties, local taxes, or customs processing fees may be charged by the destination country’s customs authority. These charges are determined independently by local customs agencies and are not included in the product price or the shipping cost you paid at checkout. The customer is fully responsible for paying any such additional fees required to release the parcel from customs. We have no control over customs inspection timelines or duty calculation methods, and we are unable to declare shipments as personal gifts, alter parcel values, or adjust package labels to reduce or waive import charges.

8. Contact Information

If you have any questions or concerns about this Shipping Policy, please contact our support team through the following details:
Trade Name: Kwok Wai NG
Phone Number: +852 2821 7249
Email: info@kwokwaing.shop
Physical Address: 48-50 Hennessy Road, Wan Chai, Hong Kong Island Hong Kong SAR