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Frequency Asked Questions

General Questions

I'm a new customer. How do I create an account / place an order? 
Please proceed the first purchase as a new customer after adding items to cart and click check out button. When the payment is completed, it will show ‘password set up’ automatically. Simply set your password to create an account! 
What do I do if I have forgotten my password ?
If you have forgotten your password, please send us password reset request on the log in page.
May I know whether you are safe?
Our store is hosted on Shopify Inc. It is one of the best E-commerce platform around the world. we ensure 100% payment security.
I need to change my address. How can I do that?
Go to ‘your account’ after log in.  Click ‘view addresses’, then you will able to edit or delete current address as well as adding a new address.  If you are a new customer, you can edit your address on the check out. Please note that we are unable to change your delivery address once an order has been placed. When you want your orders to be delivered to new address, please make sure to change your address before placing an order.
Will I have to pay sales tax?
Normally NO because we will send out your parcel as a "gift"  and mark the value in low, but we cannot guarantee that no taxes will be charged. If you are charged custom taxes, please send us a picture of the receipt, and we will offer you an appropriate compensation.
How do I know when you restock specific items?
We always update all our new arrivals and restock items on our Facebook page. Or if you would like to enquire about items you are interested in and make a reservation, please email us at info@shalex.net

Payment

What payment methods do you accept?
We accepts payment via PayPal. You can pay either through your PayPal account or via a PayPal accepted credit card. Credit cards are subject to validation and authority by both PayPal and the card issuer.
Why has my card been declined?
Please make sure your name and address is typed correctly, especially your address and postcode. The billing address must match with the address  to which the bank account is registered. If you continue to have problems with making payments, please email to info@shalex.net.
My order won’t go through. What should I do?
Please only click the “Place Order” button once to avoid multiple authorisations. If you continue to receive an error message after reviewing your credit card information, billing and shipping addresses, make sure you are using the latest version of your web browser. If you continue to receive error messages, please contact us at info@shalex.net

Shipping

How can I know my order status?
Please login in to check at "MY ORDERS" line. We will update any news in time.

What if I never received an order confirmation email?

Please check your "Spam" folder to make sure our emails are not being filtered. Still don't see it? Please contact us at info@shalex.net or by submitting a message through Contact us on your website.

What delivery options do you offer Internationally?
We ship worldwide and currently offer ‘STANDARD AIRMAIL DELIVERY' & 'RECORDED INTERNATIONAL EXPRESS' for all international orders. For fees please click here
Please note that standard airmail delivery service is not traceable, and if you would like to track items, please select recorded international express on your check out.Delivery working days are classed as Monday to Friday and weekends are not included.

How much time till I receive my order?

Please click Shipping for the details.
For Regular Air Mail, it normally takes 5-20 business days.
For Express shipping, it normally takes 3-10 business days.
(Exclude the preparing time)
How can I cancel my order?
If you need to change or cancel your order before we ship item(s), please contact us as soon as possible by filling contact form here after you have placed your order otherwise it may be too late. If your orders are already shipped, we are not able to cancel the orders. You can return it after you received the items. For our full refund policy, please click here.

Return

There is a problem with my order and I wish to return it, what do I do?
If you are not happy with your item(s), you can always return them for a refund within 30 working days from the shipping date.  For our full refund policy, please click here
Where do I return my order? 
Please complete the enclosed returns form and send with your item(s) to 

20/F, Unit 3, Midas Plaza, 1 Tai Yau St., San Po Kong, Kowloon, Hong Kong.

How to contact you?

Please click Contact us for more information.