Delivery & Returns
PURCHASE RELATED POLICIES AND PROCEDURES
To view policies and procedures related to orders placed through this Site (such as order processing, shipping and handling, returns and exchanges), click here.
All prices on this Site are processed in Hong Kong Dollars (HK$). All orders are acknowledged at current pricing. We will bill at price in effect at time of the payment confirmed. Product prices listed are current however are subject to change without advanced notice.
Whilst we use our best endeavors to ensure that all prices appearing on the Site are accurate, we do not guarantee that they are error-free and reserve our right to rectify any errors. If we discover an error in the price of any products that you have ordered, we will inform you as soon as possible and offer you the option of reconfirming or cancelling your order. If we are unable to contact you, we reserve the right to cancel or refuse to accept the order.
Orders will only be charged for the price of the product(s) purchased (excluding taxes and duties) and the delivery costs. Please note that on all orders placed for delivery outside Hong Kong, it is the customer’s responsibility to pay any taxes or duties that may be applicable for deliveries within their own countries.
TEMPORARILY OUT OF STOCK
In the event that an item selected is temporarily out of stock at the time of your order, you will be notified via email and advised of the expected ship date of the backordered item. Backordered items are shipped as soon as they are available. If for any reason you wish to cancel a backordered item, please contact us via email firstname.lastname@example.org.
Shopping with PESCA is easy and convenient. To review what is available to purchase simply browse the online product catalog. Rollover any product image you wish to order, click on “Add to Bag” and decide your requested quantity (maximum 6 pieces for each item per order). When you have finished selecting products for purchase, click on the shopping bag icon found on any page or click the Checkout button that will be displayed each time you add an item to your cart. Please login to continue the next step or register if it is your first online order with us. Follow the onscreen instructions to proceed through the checkout process and submit your order.
Click on the shopping bag icon to display your shopping bag with the list of the items selected for purchase, the quantities of each, and the total price of your order. It is important that you carefully check and review your selection and quantities of goods before submitting your order. Your order represents an offer by you to purchase items selected. We will deliver what you order. We regret that order cannot be changed or cancelled once it is confirmed.
PESCA will send you an email confirming receipt of your order after your payment is verified and with our acceptance. If you do not receive the order confirmation email within 2 working days, please contact us by phone 6316 7887 or email to email@example.com for any assistance. This email is only an acknowledgement of receipt of your order. It does not constitute an acceptance of your order. Acceptance of your order and the contract between you and PESCA will be completed when we email you a Dispatch Confirmation stating the goods have been dispatched and your payment has been accepted. Only the goods listed in the Dispatch Confirmation are subject to the sale contract. All sales contracts are made in the Hong Kong Special Administrative Region of the People’s Republic of China (“Hong Kong”) and are written in English. We may refuse to accept a transaction for any reason to anyone at any time at our sole discretion without any liability.
ORDER PROCESSING AND DISPATCH
We will process and dispatched all orders within 3-7 working days (exclude Saturday and Sunday). Orders are processed and shipped on business days only (Monday through Friday, excluding Holidays). Where there is a delay in the supply of goods, we will advise you as soon as practicable.
Successive orders may be joined and delivered in one parcel. At the point of placing an order with us you are deemed to be fully aware of and in agreement with our Delivery terms and conditions and postage/delivery charges and related terms and conditions.
Login to your account and you will be able to check the delivery status. Tracking number will be provided by some delivery companies we co-operate with and you will be able to check the delivery status either in our Site or via the delivery companies’ websites. Please note some local carriers may not have tracking information provided.
We regret that order cannot be changed or cancelled once it is confirmed. Occasionally, orders or parts of an order are cancelled if item(s) are not available or purchases limited have been exceeded. If your order is cancelled, you will receive an email notice to advise you of the cancellation. You will not be billed for any cancelled items. If you have questions about a cancelled order, please contact our customer service hotline (+852) 6316 7887 or email to firstname.lastname@example.org.
In normal circumstances, we neither accept any cancellation nor provide any refund after order has been confirmed. We will only provide refund if item in the original order or an exchange item is temporarily out of stock and you do not accept the backordered date. Refund will be processed within 7-14 business days after confirming the cancellation of the out of stock item and will be made against the original payment method used.
RETURN & EXCHANGE
We are very confident that you will be delighted with your purchase. We aim to always provide high quality goods that are fault free and undamaged as part of our service. On occasion however, if the product delivered is damaged, defective, missing or is not your purchased item, we accept exchange within 10 business days of delivery. Please notify us immediately the above situations by emailing “a notice of exchange” to our Customer Care team at email@example.com within 10 business days of delivery otherwise, items shall be deemed to have been delivered in accordance with your order. The date the items were dispatched to you by us will be detailed either in the documentation with your order or by referring to the delivery record stated in your order history in My Account.
Our Customer Care team will revert back to you on whether your exchange request is successful. If so, they will provide you a “Returns Number” and with the necessary details to mail your items back to us.
We regret that we only accept exchange of goods and there will be no exchange to a different item. Refund will be made only subject to stock availability of the exchanged item (excluding any delivery charges) and will be credited to the original payment method used by you when purchasing the goods. Exchanges and refunds will be processed within 7-14 business days upon receipt of returned goods. We will email you when the items have been received and will inform you by emailing you a “product exchange confirmation” when the exchange or refund has been made.
We do not accept exchanges or returns in the case we believe it is at the convenience of customer. Returned items must be in its original, unopened, unused and in perfect, re-saleable condition (including product packaging, etc.). Please note that before providing exchange or refund for any returned product we will first verify its condition. We cannot accept returned goods that we reasonably believe have been used. In such circumstances, we will notify you that neither exchange nor refund will be available and will return such goods to you within 28 days of our notification. You will be responsible for the delivery cost in this circumstance.
When returning goods, please include the below as in the returning process:
– Original receipt or packing slip indicating “RETURN” and with a Return Number
– Your order number
– Your full name
– Purchasing date
– Product name and quantity which need to be exchanged
– Reason for exchange
When returning any goods by post or parcel service, please wrap your parcel in its original packaging and pack securely to avoid damage in transit back to us. We reserve the right to refuse an exchange for damages if it has been damaged in transit to us. You will be responsible for postage or courier charges for any returned goods. In the unlikely event of a lost package you will be responsible for claiming from your delivery company. We highly recommend sending the package via a traceability and insurance delivery method. You should obtain a receipt for the parcel you are sending. We will not be liable for any lost parcel.
Please note no return nor exchange if any product that is gifts, or has been opened or used, is not in its original conditions, is damaged or its missing parts. Each item can only be exchanged once.
PESCA reserves the right of final decision in case of any dispute or if any of the above conditions are not met.
Each order can be delivered to one address only. If you require sending orders to multiple addresses, you will need to place a separate order for each address. We are not able to make address changes or corrections to orders once placed. If the delivery address provided by you at checkout is incorrect or incomplete, we are not responsible for the lost of your order. Please note P.O Box is not accepted as shipping address.
For security reasons, deliveries may require a signature upon receipt of order. If you will not be at your usual address during normal office hours you should provide a delivery address where someone will be available to sign for your parcel when placing orders.
In the case when the delivery agent returns an undeliverable package to us due to an incorrect or incomplete address, a PO Box and hotel address, failed delivery attempts, refuse to pay tax / refuse to provide ID copy / unable to make import declarations, parcel refused by recipient or you do not collect our parcel within a specific timeframe as stated in courier company, your order may be returned to us or the courier may apply a charge to your delivery cost which we will add to your order. Note that we will do this independently of our free delivery offer. PESCA can arrange a new delivery of your order to a corrected address. However, you will be charged for the re-delivery cost based on the original delivery method.
DELIVERY CHARGES AND SCHEDULES
PESCA are delighted to offer free shipping in Hong Kong*, Macau and Mainland China. All orders will be dispatched within 3-7 working days (exclude Saturday and Sunday).
* This service is NOT available in specified areas, including but not limited to: Man Kam To, Grass Island, Tung Lung Chau, Tung Ping Chau, Big Wave Bay, Lo Wu, Tai O Island, Siu Ho Wan and Po Toi Islands. Otherwise, to enjoy our free shipping service, please provide an alternative address outside of these areas.
Whilst we use only reputable delivery companies we do not accept any liability for delayed delivery caused by any third party. Any delivery timescales quoted to you as below are indicative only. Estimated delivery schedule is as below:
STANDARD DELIVERY SERVICE
Within Hong Kong Island, Kowloon and New Territories, shipment should arrive within 2-3 business days.
For outlying Islands or remote areas, it might take 4-7 business days.
For Macau’s order, it might take up to 7 business days.
For Mainland China’s orders especially outside Guangdong province, it might take up to 14-21 business days due to tighter postal security measures imposed by Mainland China’s customs authorities including but not limited to customs clearance and inspections.
Parcels to Mainland China might be randomly selected for customs clearance. It is subjected to a relatively longer delivery time. If orders returned to us are due to customer’s refusal to pay tax or inability to make import trade declarations, you will be responsible for the shipping fees for the return or re-shipping the goods and/or restocking fee for order cancellation.
Once the order is shipped out, the Waybill number can be obtained in the section of ‘My Account” – “My Orders History’.
Please contact the corresponding delivery companies we adopted to track your shipment.
SF EXPRESS LOCKERS
Orders can be delivered to SF Express Lockers selected by you at checkout. Under normal circumstances, shipment will arrive at the shipping address in 2-3 business days after dispatched. You will have to enter a Hong Kong phone number which should be able to receive SMS notifications when placing order. An SMS notification with the locker PIN will be sent to you upon delivery. You should retrieve your order from the selected locker. The item must be picked up within 48 hours of SMS notification otherwise goods may be returned to us and you will be responsible for all delivery cost incurred.
Please directly contact SF Express Customer for any enquiry of SF express delivery.
SF Express Customer Service Hotline: +852 2730 0273
Mondays to Fridays 08:00 – 20:30
Saturdays, Sundays and Public Holidays 08:00 – 20:00
We currently provide shipping to Hong Kong, Macau and China and unable to post to destinations outside of these areas.