Shipping policy

1. Delivery Area

House of Wellness currently delivers within Hong Kong only. We do not offer international shipping at this time.

Delivery is available to eligible addresses across Hong Kong Island, Kowloon and the New Territories, subject to the service coverage of our delivery partner, SF Express. Where available, customers may also select delivery to an SF Locker or SF Service Centre.

If your address is outside the courier’s serviceable area, inaccessible, or requires a delivery arrangement that cannot be completed through the selected method, we will contact you using the information provided at checkout before dispatching your order.

2. Free Shipping

We offer free standard shipping on all eligible Hong Kong orders. There is no minimum purchase amount for free standard shipping.

Free shipping applies only to delivery locations supported by our selected courier. We do not currently charge a standard delivery surcharge for serviceable Hong Kong locations. If a delivery address requires a special arrangement outside the courier’s normal service coverage, we will contact you before dispatch to discuss the available options.

3. Order Processing Time

Orders are normally processed and handed to the courier within 1–2 business days after payment has been successfully confirmed.

Business days are Monday to Friday, excluding Hong Kong public holidays. Orders are not normally processed or dispatched on Saturdays, Sundays or public holidays.

Processing may take longer during launch periods, promotions, public holidays, severe weather, high order volumes, courier disruptions, payment review, stock checks or other circumstances outside our reasonable control.

4. Estimated Delivery Time

After dispatch, standard local delivery normally takes 1–3 business days.

Delivery timeframes are estimates only and are not guaranteed. Actual delivery timing may vary depending on courier operations, the selected collection method, recipient availability, service coverage, weather conditions, public holidays and other factors beyond our reasonable control.

5. Tracking and Delivery Notifications

Once your order has been dispatched, we will send a shipping confirmation email with tracking information, where available.

Please use the tracking information provided by SF Express to follow your delivery. If you have chosen an SF Locker or SF Service Centre, please collect your parcel within the period stated in the courier’s notification.

6. Delivery Address and Recipient Responsibility

Please ensure that your name, mobile number, email address and delivery address are accurate and complete at checkout.

If you need to request an address change or order cancellation, please email support@houseofwellness.shop as soon as possible. We will try to assist where possible, but we cannot guarantee changes or cancellations once an order has been accepted, processed, packed or handed to the courier.

House of Wellness is not responsible for delivery delays, failed delivery, loss, re-delivery costs or return-to-sender events caused by:

•an incorrect, incomplete or inaccessible delivery address supplied by the customer;

•an incorrect or unavailable contact number;

•refusal to accept delivery;

•failure to collect a parcel from an SF Locker or SF Service Centre within the required collection period; or

•any other action or inaction by the customer that prevents successful delivery.

If a parcel is returned to us for any of the above reasons, we may arrange re-delivery after the applicable re-delivery fee has been paid by the customer. The re-delivery fee will be confirmed with you before we arrange a further dispatch.

7. Delivery Delays and Service Interruptions

We are not responsible for delays caused by SF Express, severe weather, typhoon signals, public holidays, customs or regulatory inspections, transportation disruptions, system outages, force majeure events or other circumstances beyond our reasonable control.

If we become aware of a material delay affecting your order, we will use reasonable efforts to keep you informed using the contact details provided at checkout.

8. Damaged, Incorrect or Incomplete Orders

Please inspect your order promptly after delivery.

If an item arrives damaged during transit, is defective on arrival, is incorrect or is incomplete, please contact support@houseofwellness.shop within 48 hours of the recorded delivery time.

Please include your order number, a description of the issue, and clear photographs of the outer shipping box, inner packaging and affected product. An unboxing video should also be provided where available.

Verified issues are handled in accordance with our Returns & Refunds Policy. Our remedy for an approved eligible claim is a replacement product; we do not offer refunds except where required by applicable law.

9. Lost Parcels

If tracking indicates that a parcel may be lost or materially delayed, please contact us at support@houseofwellness.shop with your order number. We will investigate the matter with the courier and, where appropriate, arrange a replacement in accordance with our Returns & Refunds Policy.