Customer Service
Pricing
All prices on this Site are in Hong Kong Dollars (HK$).
Prices are exclusive of shipping charges.
A currency converter may be available on this Site but it is approximate and for reference only.
We advise you to consult your credit card company for current rates. Your credit card or debit card provider will convert your purchase in Hong Kong Dollars to the currency of the country where your credit card or debit card is issued.
The prices on this Site are exclusive of VAT or tax. You are responsible and accept to bear the costs of any customs duties and/or VAT charges payable at the destination country.
International packages include a customs declaration indicating the contents and invoice value of the package in Hong Kong Dollars.
If a product you purchase is incorrectly priced, we will contact you and inform you of such error and or reject our order and notify you by email.
Orders
Once we have received your order and payment, we will send you an email acknowledging the receipt of your order.
Order Cancellation
Orders that have shipped cannot be cancelled.
Promotional Codes
Only one promotional code can be used against online purchases on this Site or affiliated website at any one time.
Orders Fulfillment and Processing
We generally process all orders within 1-3 days of receiving your order and payment confirmation.
We will only ship items purchased and detailed in the order confirmation email.
We will email you to inform you that your order has shipped.
Delivery times are estimated and depend on location and postal times and delays.
Order Refusal
We reserve the right to refuse and reject an order at our discretion.
We may reject and refuse an order due but not limited to: 1) an item(s) being out of stock, 2) withdrawal of the item(s) from our stock due to unforeseen circumstances including but not limited to faulty manufacturing, 3) shipping restrictions to your destination, 4) inability to process payment.
Returns, Exchanges, Refunds
We hope that you will be delighted with your purchase!
However, if you are not, we gladly accept returns if:
- You received a product damaged in transit.
- You received a faulty product.
- We made an error and shipped you an incorrect product.
- You find that the item has been grossly misrepresented on this Site or affiliated website.
Returned items must be in their original packaging in new, unused, saleable condition, with their tags and any labels attached.
Clearance items do not qualify for returns, exchanges, or refunds.
All sales are final on clearance items.
Returns
Upon receipt of your order, you have seven (7) days to notify us by email to orderscapeast@capeast.com of your intent to return an item(s) and indicate the reason(s) for the return.
We will acknowledge your email and provide you with a return code number (RMA) that you must use in all future correspondence with us.
A copy of your purchase receipt along with the RMA must accompany your return item(s).
From the date of your email notification to us, you have fourteen (14) days to return the item to us. Items must be returned to our company’s registered address: Cap East, F3B Trafalgar Court, 70 Tai Hang Road, Hong Kong SAR Return shipping costs shall be borne by you.
You are free to choose the method and bear the associated costs of returning the item(s) to us. However, we advise that you use registered mail or a mail service that provides tracking.
We cannot be held responsible nor liable nor be obligated to process a refund for return item(s) that are lost in the mail and that do not reach us.
Please be advised that we will not honor returns without prior notification from you to us, without an RMA, and/or that are detailed under Exclusions.
Return Exclusions
We cannot accept returned items that are on clearance or that have been worn or used.
A faulty product excludes damage caused by you in failing to use the products as intended.
We will not accept returns of items due to a customer’s unwillingness to pay shipping destination country customs duties or VAT.
We do not accept returns due to slight variations of contrasting colors or color order placement. Please refer to the section Product Descriptions, Colors, & Photography for more information.
Exchanges
Should you misjudge your size requirements and provided that we have the item(s) in stock, we will accept the return of the ordered item(s) and replace it (them) for a size indicated by you provided that the exchange item is of the same style and color.
Exchanges will incur new shipping charges that will be borne by you.
We will notify you of the availability of the exchange items and issue you an invoice for new shipping fees.
Exchanges will only ship once shipping costs have been settled by you.
Refunds
Items returned to us are eligible for a full refund minus S&H provided that you meet the conditions stated above.
You will be notified by email that your package has reached us.
Your package will be inspected to ensure adherence to our return conditions.
We reserve the right to refuse items that do not comply with our return conditions.
Should there be an issue with the return item(s), we will contact you by email.
Only faulty items, incorrectly fulfilled orders, grossly misrepresented, or damaged in transit products will receive a full refund inclusive of S&H charges.
Refunds will be credited to your original mode of payment within fifteen (15) days of our having received and approved the return.
Shipping & Delivery
We ship via the Hong Kong Post Office. Shipping charges (per item) are outlined below.
We can in no way be held liable, responsible, nor accountable for postal delays.
We cannot ship to P.O. Boxes.
Should you have any questions regarding our ability to ship to your destination please contact us at info@capeast.com prior to placing an order.
We will notify you when your item(s) have shipped and provide you with a tracking number, if this option is chosen as part of your preferred shipping method.
Any delivery days are indicated as an estimation rather than a contractual obligation on our behalf to deliver on a stipulated date.
International orders may take up to a week or more to arrive depending on the shipping option that you choose.
You will be prompted to choose your shipping options upon checkout.
Hong Kong:
Regular mail: free (no tracking)
Registered mail: HK$20
International:
Registered Air Mail: HK$55
Speedpost: Rates are calculated upon checkout and based on the sub-total number of items ordered.
Payment Options
Credit Cards
We accept the following credit cards: Visa, Master Card, and American Express.
All payments are processed through PayPal.
In placing an order with us, you authorize Cap East to process payment corresponding to the total purchase price of your order by charging your credit card, debit card, or PayPal account.
All credit card orders are subject to authorization and validation checks by us and / or the credit card issuer.
Should the issuer of your credit card or debit card refuse or deny payment to Cap East, we will refuse your order and will not be held liable, accountable, or responsible for the non-fulfillment or delay in fulfilling your order.
We will ship items to you only after we have received payment in full for your purchase order.
We have taken every reasonable care to ensure that your purchase transaction on this Site is secure. All data is sent over an 128-bit SSL encrypted connection.
Wire transfers (Hong Kong only)
This option is available to customers based in Hong Kong with a bank account in Hong Kong Dollars. Please note that if you choose this option as your payment option, all transfer fees shall be borne by you.
Feedback
We welcome your feedback related to the products and services on this Site.
Contact
Tel. Hong Kong: +852 9612 3601
Tel. USA: +1 646 201 9267
Email: info@capeast.com