SLAVIA offers worldwide shipping. The countries, regions, and shipping methods available depend on product size, weight, destination, and logistics arrangements. Shipping fees, available methods, and estimated delivery times will be shown at checkout based on the shipping address and order details.
For Hong Kong orders placed via our bespoke checkout flow (domestic recipients): subject to availability for your basket, you may select store pickup, attended delivery (evening) — district surcharges for the standard urban Kowloon / New Territories / Hong Kong Island tiers and any other amounts appear at checkout — and/or dispatch by SF Express freight collect. Attended delivery (evening) does not cover remote New Territories, outlying islands, Discovery Bay, restricted areas, addresses requiring ferry, chartered vehicles, special permits without a prior quotation, or other non-catalogue zones. Larger-frame orders may not offer SF freight collect as an option; follow the Options and Checkout screens.
Orders enter processing and production only after payment has been completed and confirmed. As some SLAVIA products are customised, personalised, or made to order, production time may vary depending on product style, design content, order quantity, and production schedule.
In general, customised, personalised, and made-to-order products cannot be cancelled, changed, returned, exchanged, or refunded once the order is confirmed and paid, unless the product is defective, damaged, incorrectly made, or required by applicable law. Customers should carefully check all order details and custom content before placing an order.
Rush service must be confirmed by customer service and becomes effective only after payment. Rush service may prioritise order handling, speed up production, and/or arrange faster logistics options where applicable. Actual dispatch and delivery times may still be affected by couriers, customs, clearance, weather, or other factors beyond our reasonable control. Unless we ultimately cannot provide a confirmed rush service, rush service fees are generally non-refundable.
Production, dispatch, and delivery times shown on the website, checkout page, order confirmation, or notification emails are estimates for reference only and do not constitute a guarantee. Actual timing may be delayed by production progress, logistics, customs clearance, or other uncontrollable factors. If there is a major delay, we will notify the customer where reasonably practicable and assist with follow-up.
If the logistics service used after dispatch provides tracking, we will send a dispatch notice and tracking information. Tracking information is provided by third-party logistics providers, and update timing or details may vary depending on carrier systems and actual shipping status.
Customers must ensure that recipient information is complete, true, and correct, including recipient name, delivery address, phone number, email address, and any information required for customs clearance. Delays, failed delivery, returns, or extra fees caused by incorrect or incomplete information are the customer's responsibility.
Unless otherwise stated, import duties, tariffs, VAT, sales tax, declaration fees, customs clearance fees, storage fees, and any other charges imposed by the destination country or region for international orders are borne by the customer. Customers are also responsible for ensuring that the purchased products can be legally imported into the destination and comply with local laws and customs requirements.
International shipping times may be affected by customs inspection, clearance procedures, peak logistics periods, flight or vessel arrangements, severe weather, government measures, or other factors beyond our reasonable control. We will assist customers in making enquiries with logistics providers where reasonably practicable, but cannot guarantee that such delays can be avoided or resolved.
If a parcel is returned due to incorrect or incomplete address, failed delivery, refusal of delivery, failure to collect within the required period, failure to provide customs information, or refusal to pay duties or related fees, we may arrange reshipment only after the customer pays return fees, reshipping fees, and other actual costs incurred. If the parcel is destroyed, abandoned, seized, or cannot be returned due to the above reasons, no refund will be arranged.
Unless otherwise agreed, risk in the goods passes to the customer once the goods are handed to the carrier, while ownership passes only after we have received all relevant payment in full. If the customer notices obvious damage to the outer packaging upon receipt, please report it to the carrier, keep evidence, and contact us within 48 hours with photos so we can assist with follow-up.
Business days mean Monday to Friday in Hong Kong, excluding Saturdays, Sundays, public holidays, days when Tropical Cyclone Warning Signal No. 8 or above or Black Rainstorm Warning is issued by the Hong Kong Observatory, or any day or period when we or relevant service providers cannot operate normally.
We reserve the right to refuse, restrict, suspend, or cancel any order, shipping destination, or shipping method due to logistics limitations, operational arrangements, legal requirements, risk control, or other reasonable reasons. If an order is cancelled before dispatch and the customer has paid, we will arrange a refund for the unfulfilled portion according to the circumstances. For customised or made-to-order products already in production, refunds are subject to the applicable refund policy and terms.
