Shipping Policy

1. Overview

This Shipping Policy outlines the shipping and delivery terms for products purchased from ProLuxury Limited. We ship to customers worldwide and strive to provide reliable and timely delivery services.

Shipping times and costs vary depending on your location and the shipping method selected at checkout.

2. Processing Time

2.1 Standard Processing

Orders are typically processed within 1-3 business days (Monday through Friday, excluding public holidays) after payment confirmation.

Processing time includes:

• Payment verification
• Order preparation
• Quality inspection
• Packaging

2.2 Extended Processing

Some items may require extended processing time:

• Custom or personalized items: 3-7 business days
• Made-to-order products: 7-14 business days
• Pre-order items: As specified on product page

Extended processing times will be clearly indicated on the product page before purchase.

2.3 Peak Seasons

During peak shopping seasons (holidays, promotional events), processing times may be extended by an additional 2-3 business days.

3. Shipping Methods and Delivery Times

3.1 Domestic Shipping (Hong Kong)

• Standard Shipping: 2-4 business days
• Express Shipping: 1-2 business days

3.2 International Shipping

Delivery times vary by destination:

• Asia Pacific: 5-10 business days
• North America: 7-15 business days
• Europe: 7-15 business days
• United Kingdom: 7-12 business days
• Australia/New Zealand: 7-14 business days
• Rest of World: 10-20 business days

3.3 Express International Shipping

Express shipping is available for select destinations:

• Express Worldwide: 3-7 business days

Express shipping availability will be shown at checkout.

4. Shipping Costs

4.1 Calculation

Shipping costs are calculated based on:

• Package weight and dimensions
• Destination country/region
• Selected shipping method

Exact shipping costs will be displayed at checkout before you complete your purchase.

4.2 Free Shipping

We offer free shipping on orders that meet certain conditions:

• Domestic (Hong Kong): Free standard shipping on orders over HKD 500
• International: Free shipping thresholds vary by destination (shown at checkout)

4.3 Shipping Promotions

We occasionally offer promotional free or discounted shipping. Promotional terms will be clearly stated and may include minimum order requirements or destination restrictions.

5. Order Tracking

5.1 Tracking Information

Once your order ships, you will receive:

• Shipping confirmation email
• Tracking number
• Link to track your package
• Estimated delivery date

5.2 Tracking Updates

Tracking information is typically updated within 24-48 hours after shipment. You can track your order by:

• Clicking the tracking link in your shipping confirmation email
• Visiting the carrier’s website with your tracking number
• Logging into your account on our website

6. Shipping Carriers

We partner with reliable shipping carriers to deliver your orders:

• Hong Kong Post
• SF Express
• DHL Express
• FedEx
• UPS
• Local postal services (for international deliveries)

The carrier used for your order will be shown in your shipping confirmation email.

7. International Shipping

7.1 Customs and Duties

For international shipments, you (the customer) are responsible for:

• Customs duties and taxes
• Import fees
• Customs clearance delays

These charges are determined by your country’s customs office and must be paid by the recipient. We have no control over these charges and cannot predict their amount.

7.2 Customs Documentation

We provide accurate customs declarations and commercial invoices with all international shipments. Please ensure your shipping address and contact information are correct to avoid customs delays.

7.3 Restricted Destinations

We currently do not ship to certain countries or regions due to shipping restrictions or logistical challenges. Unavailable destinations will be indicated during checkout.

8. Delivery

8.1 Delivery Attempts

Carriers typically make 2-3 delivery attempts. If delivery cannot be completed:

• You will receive a delivery notice
• Package may be held at a local facility for pickup
• Package may be returned to us after a specified period

8.2 Signature Requirements

Some shipments may require a signature upon delivery for security purposes, particularly for:

• High-value items
• Express shipments
• International deliveries

8.3 Safe Place Delivery

For certain carriers and destinations, you may be able to authorize delivery to a safe place or provide special delivery instructions. These options will be available during checkout or through the carrier’s tracking portal.

9. Shipping Delays

9.1 Causes of Delays

Delivery may be delayed due to factors beyond our control, including:

• Severe weather conditions
• Natural disasters
• Customs clearance delays
• Public holidays
• Carrier service disruptions
• Incorrect or incomplete address information
• Remote or difficult-to-access locations

9.2 Our Response

If your order is delayed beyond the estimated delivery timeframe:

• We will work with the carrier to locate your package
• We will provide you with updates on the status
• We will assist with any necessary claims or investigations

10. Lost or Damaged Packages

10.1 Lost Packages

If your package is lost during shipping:

1. Contact us at contact@proluxary.com with your order number
2. We will investigate with the carrier
3. If the package cannot be located, we will offer:
   • A replacement shipment (if item is in stock)
   • A full refund (including shipping costs)

10.2 Damaged Packages

If your package arrives damaged:

1. Document the damage with photos (package exterior and contents)
2. Contact us immediately at contact@proluxary.com
3. Provide your order number and photos
4. We will offer:
   • A replacement shipment
   • A full refund
   • Partial refund if you wish to keep the item

11. Incorrect Address

11.1 Address Verification

Please ensure your shipping address is complete and accurate before completing your order. We are not responsible for delivery issues caused by incorrect or incomplete addresses.

11.2 Address Changes

To change your shipping address:

• Contact us immediately at contact@proluxary.com
• If the order has not yet shipped, we will update the address
• If the order has already shipped, we cannot change the address
• You may be able to redirect the package through the carrier (additional fees may apply)

11.3 Undeliverable Addresses

If a package is returned to us due to an incorrect or undeliverable address:

• Original shipping costs are non-refundable
• You must pay for reshipping to a corrected address
• Alternatively, we can issue a refund minus original shipping costs and a 15% restocking fee

15. Contact Us

For shipping-related questions or concerns, please contact us: