FAQs

Delivery & Shipping

  1. Where do we deliver to?
  • We do domestic delivery to Hong Kong and the United Kingdom.
    • Hong Kong deliveries include Hong Kong Island, Kowloon and New Territories. Sadly, we cannot deliver to Discovery Bay, Ma Wan or Island Districts. (We are working towards that though!)
  • We do international delivery to Asia Pacific, Australia, North America, and Europe with delivery lead times and delivery charges.

    Delivery Times and Costs

    1. How long does each delivery take?
    • Domestic delivery would require between 3-5 business days from the day you place an order. International delivery would require between 7-13 business days. 
    1. How much does it cost to deliver?
    • We charge a flat rate of HKD £5 for every domestic order below £50, you may enjoy FREE delivery for any order over £50! The international delivery varies from £7 -£12 depending on the country and delivery lead times. 

    Please allow extra time for your order to be processed during public holidays and busy periods. 

    Oversized & Overweight Items

    • Each delivery is limited to a maximum of 10 (20x25x25) boxes, with each box not over 5kg of weight. For above 10 cases, Carnaby Fair has the right to charge an additional delivery fee of HKD$20 per case.

    Customer Care

    • We will deliver the products ordered by you to the address you give us for delivery at the time you make your order through our staff or a third party provider. You shall accept the products yourself (except where you have specifically instructed us to leave your delivery outside the door or at the concourse – missing delivery under such circumstances shall be at your own risk) when the products are delivered to the address you give us for delivery. You agree and accept that we are entitled, at our option, to charge you additional costs or cancel your order in the event of your failure to accept delivery for whatever reasons.
    • You will become the owner of the product(s) you have ordered when they have been delivered to you. Once product(s) has been delivered to you, they will be held at your own risk and we will not be liable for the loss or damage.

    Payment

    1. What payment methods do we accept?
    • We accept payment by credit card (VISA / MasterCard / AMERICAN EXPRESS / JCB) & Paypal.
    • Any use of fraudulent chargebacks simply to get free merchandise is not only strictly prohibited, but also criminal fraud, and will be dealt with by reporting such chargebacks to your local police department and a credit bureau, as well as referring the matter to a court of competent jurisdiction.

    Order Confirmation

    • An email confirmation will be sent once payment has been received. Once the order has been confirmed, the item(s) will be processed, packed and shipped out and as such, it will not be possible to cancel your order. In the event that you opt to cancel the order after delivery, you agree that the associated delivery charges will be deducted from your payment before making any refund by us.

    Shipping Confirmation

    • Once your order has been dispatched, shipping confirmation email will be sent. Please keep this email as a reference as it will also include your order tracking number, carrier, and instructions on how to track your package.

    Price Changes & Stock Availability

    (Prices are subject to change without prior notice.)

    • While we endeavor to provide you with the most accurate and up-to-date information, occasionally ordered items may not be available as listed.
    • In the case that part of your order is unavailable or out of stock, the item(s) will be canceled from the order with notification and where applicable, a refund shall be applied for the cost of the regarding item(s).

      Refunds & Returns

      All refunds will be credited to your original form of payment. If you purchased your order by credit card, please allow up to 3-4 weeks for the refund to process. The refund will appear on your next statement after your bank processes the refund.

      1. There is something wrong with my order, what should I do?
      • We accept returns for up to 30 days from receiving your order. If you wish to return your item(s), please info@carnabyfair.com stating the reason for your request. We will review your request and once authorized, we will send you a case number, and a Return/Exchange form. Please ensure to include your order number and case number on the Return/Exchange form.  We will NOT accept any return packages sent without this information.
      1. Are any of your items incorrect, missing, or defective?
      • Please ensures all delivery information is correct. If there is incorrect and/or missing information, we may be required to contact you to update the delivery information, which may cause delays in delivering your order. Delays may also occur as a result of pending payment verifications or customs clearance. 
      • It is the responsibility of you to inform Carnaby Fair immediately of any change to your delivery address or preferred delivery time slot after placing an order.
      • Please contact us within 30 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.