Frequently Asked Questions
WHERE CAN I FIND TRACKING INFORMATION FOR MY ORDER?
If you gave us an email at check out, we've emailed your tracking info as soon as the order was marked shipped. If you provided a phone number you may have also received a SMS (text message) with your order confirmation and tracking. Need your tracking information sent again? Just shoot us an email at shop-hk-handmade@outlook.com and we can resend.
TRACKING SHOWS THAT THE CARRIER HASN’T RECEIVED MY ORDER. IS THERE A PROBLEM?
Our carriers pick up on a regular basis. If your tracking doesn't show movement just give it a little time to allow the carrier time to scan the barcode to initiate tracking.
MY TRACKING SHOWS DELIVERED BUT I HAVEN’T RECEIVED IT?!?!
This happens all the time! It simply means your carrier marked your order as delivered before they had a chance to actually deliver. This is on the shipping carrier's side and we have no control over it. The shipment will usually arrive within 24 hours. If you still haven't received your package after 48 hours of the delivery notification reach out to us at shop-hk-handmade@outlook.com
I THINK MY PACKAGE WAS STOLEN! WHAT DO I DO NOW?
If the parcel does not show up (extremely rare occasion), please call the shipping company and file a claim. h&k handmade cannot reimburse or replace orders that were stolen from a property.
MY TRACKING SHOWS “RETURN TO SENDER.” WHAT HAPPENS NOW?
Return to sender usually occurs when you have failed to pick the package up after a delivery attempt or the package was shipped to an incorrect location and refused at delivery. Packages will be held until additional shipping has been paid. Failure to provide shipping funds will result in a shop credit minus a 10% restocking fee and minus the original cost of shipping. This includes the shipping of items that received free shipping upon order. A shop credit may be requested, instead of reshipment, however the 10% restocking fee plus the original cost of shipping will not be refunded. This policy also applies to orders that received free shipping. Shop credit will not be processed until the return shipment has been received and processed.
DO PACKAGES GET SHIPPED WITH SIGNATURE REQUIREMENTS?
No, to keep shipping costs down we never require signatures on packages, excluding freight shipments. When placing an order please make sure to ship to a secure location where the package will not be damaged or stolen.
AM I ABLE TO USE MORE THAN ONE COUPON PER PURCHASE?
Unfortunately, no. In addition, coupons can not be applied to previous purchases or combined with any other offers or coupons.
WHERE CAN I DIRECT MY QUESTIONS OR COMMENTS?
We love hearing from you. Feel free to direct any questions, comments, or feedback to us by emailing shop-hk-handmade@outlook.com. We can't wait to hear from you!