Frequently Asked Questions

Shipping

  • Do you ship to my country?

Yes! We ship internationally to all countries. 
We are registered with IOSS so orders shipping to the EU amounting below EUR150 would be charged VAT at checkout. 

  • Do you ship to PO box?

Yes, but the service "Vantage" does not allow us to ship to PO Box address, so do not choose this shipping service if you need us to ship to PO Box.

  • Where are you shipping from?

We ship from Hong Kong.

  • When will my order be shipped? / What is your order handling time?

If the items you ordered are all in stock, they will be shipped as soon as possible, around 3 to 7 days. 
If any of the items you ordered are out of stock, we will be in contact with you and let you know the lead time required before it is shipped.  In case you are not happy with the lead time required, you can request a partial / full cancellation of order and your relevant payment made will be refunded to you.

  • Which carrier do you use to ship my order?

If you choose "Air Registered / e-Express" or "Air Parcel" at checkout, we ship by Hong Kong Post (website: http://hongkongpost.hk). If you choose FedEx, we ship by FedEx.
If you would like your order to be shipped by other carriers such as UPS, please contact us by email (info@keyhandmade.com).  Additional shipping cost may apply.
  • Can I choose expedited shipping method?
Yes, our expedited shipping method is FedEx.  We can ship by other courier if you prefer.  Please contact us for price quotation and arrangements.

  • How long should I expect to receive my order?

It takes around 3 to 7 days for us to handle and ship your order if everything is in stock.  After it is shipped, the delivery time depends on where the order is shipping to.  Air Registered / e-Express and Air Parcel normally delivers your items within 5 to 20 business days.  Click here to check out the standard delivery time of Hong Kong Post.

The delivery time is subject to possible delay due to mail processing, flight availability, and progress of customs clearance and aviation security check. The delivery speed is for reference only. There is no guarantee as to the delivery time of the items.  Addressee's signature may be required at the time of collection of the postal item.

  • What does "business day" refer to?

In counting business days, please exclude Saturdays, Sundays and Public Holidays in Hong Kong.  For Public Holidays in Hong Kong, please click here.

  • What is the shipping cost?

Shipping cost depends on the weight of your order and your chosen shipping method.  If you would like to know the exact shipping cost for your order, please add the items into your cart and click checkout.  The shipping cost would automatically be calculated.

 

    • Do you offer free shipping?

    For international orders, we currently do not offer free shipping.

    For local orders in Hong Kong, we offer free local shipping (to your doorsteps) for order over USD30. 


    Placing Order / Payment

    • Do I have to create an account to place an order with KEY Handmade?

    It is optional, but we recommend you to create an account because:

    - You will earn KEY Handmade Reward points for your purchase;
    - Fast and easy to set up: only email address and password are needed;
    - You don't need to fill in your addresses next time you purchase;
    - Items in your shopping cart will be retrieved when you log in next time;
    - You can check your order history;
    - You can track your orders easily;
    - And most importantly, it's FREE!

    By creating an account, you are also automatically enrolled to KEY Handmade Rewards and earn points for redeeming coupons.  For details, check here.

    • How can I make payments?

    You can pay by Paypal, Visa, Mastercard or Apple Pay during checkout. 

    • What currency do you charge in?

    We charge in USD. 

    • Why the amount charged to me is different from what is displayed on your website?

    You can choose to display the price in different currency on our website.  The conversion uses the exchange rates which is updated twice a day and is for reference only.  The prices displayed in currencies other than USD may not be the actual amount charged.  We charge in USD and the exchange rates your bank used to convert the amount to your local currency might be different.

    After Ordering

      • How do I track my order?

      All orders are shipped with tracking numbers.  It is shown in our shipping confirmation e-mail.  You can track your order here by entering your tracking number.

      If you have not yet received the shipping confirmation e-mail from us, please send your inquiry to info@keyhandmade.com.

      For Air Registered / e-Express, you can also check the tracking status here: http://app3.hongkongpost.hk/CGI/mt/enquiry.jsp

      For DHL, you can also check the tracking status here: http://www.dhl.com/

      • I still have not yet received my order.  What can I do?

      For "Air registered / e-Express" and "Air Parcel" shipping method
      - Within 1 week after placing order: Please be patient and the tracking information would be available soon.
      - Within 1 to 5 weeks after placing order: Please check the tracking information using the tracking number provided in our order confirmation email.  If the tracking shows that the item has left Hong Kong, you may try to contact your local post office on the latest status.
      - More that 5 weeks after placing order: Please email us (info@keyhandmade.com) and advise us your tracking number / order number.  We would lodge a formal inquiry with Hong Kong Post. 

      For "FedEx" shipping method
      - Within 1 week after placing order: Please be patient and the tracking information would be available soon.
      - More that 1 weeks after placing order: Please email us (info@keyhandmade.com) and advise us your tracking number / order number.  We would lodge a formal inquiry with FedEx. 

      • How can I check my order history with KEY Handmade?

      You can only check your order history if you created an account with KEY Handmade when you placed your order.  If you have an account, you can check your order history by logging in to your account. 

      Refund and Returns

      • Can I return my order to you and get refunded?

      Please refer to our Refunds & Returns Policy page for details.

        Tax

        • Is my order subject to any tax?

        There is NO export tax charged in Hong Kong.

        However, it might be subject to import tax or VAT by your local tax authority. For orders shipping to the EU amounting below EUR150, we would charge VAT and report via the IOSS. For others, any customs fees, taxes, tariffs, duties, etc. that may be incurred at the time of delivery would be at the discretion of your country's tax regulations. KEY Handmade have no way of calculating how much these fees would be, should they occur, and KEY Handmade is not responsible for those charges. For any additional information, refer to your local customs agency or your tax advisor.  Returns will not be accepted due to customs fees.