Shipping Policy

Shipping Policy – SUREVIOLET

Brand Name: SUREVIOLET
Contact Email: info@sureviolet.com
Contact Phone: +852 5687 0940
Business Address: B27, Shing Lee Commercial Building, 8 Wing Kut Street, Central, Hong Kong
Business Hours: Monday – Friday, 9:00 AM – 6:00 PM (Hong Kong Time)

1. Order Processing Time

All orders placed on our website are processed within 1-2 business days (Monday – Friday, excluding public holidays in Hong Kong). Orders placed after 2:00 PM (Hong Kong Time) will be processed on the next business day.

• Processing includes: Order verification, quality check, packaging, and handover to the shipping carrier.

• Special note for bags: To ensure your handbag arrives in pristine condition, we perform a quality inspection. This may occasionally add an extra day to the processing time.

Peak Season Notice: During high-volume periods (e.g., sales events, holidays), processing time may extend to 3-5 business days. We will notify you if significant delays occur.

2. Shipping Rates & Delivery Times

We offer the following shipping options:

Note: Shipping costs for international orders are calculated at checkout based on the weight of the handbag and the destination country. Final rates are displayed before you place your order.

3. Shipping Destinations

We currently ship to:

• Hong Kong

• Asia: Japan, South Korea, Singapore, Malaysia, Thailand, Taiwan, China, Philippines, Vietnam

• North America: United States, Canada

• Europe: United Kingdom, Germany, France, Italy, Spain, Netherlands, Switzerland

• Australia & New Zealand

If your country is not listed, please contact us at info@sureviolet.com before placing an order to confirm shipping availability.

4. Order Tracking

Once your order has been shipped, you will receive a shipping confirmation email containing:

• A tracking number

• The name of the carrier (e.g., DHL, FedEx, SF Express, Hong Kong Post)

• A link to track your package

Tracking updates may take up to 24-48 hours to appear after the package is handed over to the carrier.

5. Customs, Duties & Taxes

• For Hong Kong orders: No customs duties apply.

• For international orders: You, the customer, are responsible for any import duties, customs fees, or taxes levied by your country’s customs authorities upon delivery. These fees are not included in our prices or shipping costs.

• Important note: We cannot control or predict these fees. Please check with your local customs office before placing an order.

• Package refusal: If you refuse to pay customs fees and the package is returned to us, refunds will be issued minus the original shipping cost.

6. Damaged or Lost Packages

A. Damaged Items
If your handbag arrives damaged (e.g., torn material, broken strap, damaged hardware), please:

1. Take clear photos of the damaged item and the packaging.

2. Contact us at info@sureviolet.com within 48 hours of delivery.

3. We will arrange a replacement or issue a full refund, including return shipping if necessary.

B. Lost Packages
If your tracking shows no movement for more than 7 business days (Hong Kong) or 15 business days (international), please contact us. We will investigate with the carrier and either resend the item or provide a full refund.

7. Delivery Issues & Address Changes

• Incorrect Address: Please double-check your shipping address before placing an order. If you provide an incorrect address, we are not responsible for lost packages. If a package is returned to us due to an incorrect address, we will reship it at your cost.

• Failed Delivery Attempts: If the carrier is unable to deliver your package, they will leave a notice. Please follow their instructions to retrieve your package.

8. Order Cancellation & Modifications

If you need to cancel or modify your order after placing it, please contact us immediately at info@sureviolet.com.

• Before shipment: We will attempt to stop your order and issue a full refund.

• After shipment: Please refer to our Return & Refund Policy for return instructions.

9. Shipping Disclaimer

• Delivery times are estimates based on carrier information and are not guaranteed.

• SUREVIOLET is not responsible for delays caused by weather, customs inspections, strikes, or other force majeure events.

• For international shipping, delays due to customs processing are beyond our control and are not grounds for a refund.

10. Contact Us

For any shipping-related questions, please contact our customer service team:

Email: info@sureviolet.com
Phone: +852 5687 0940
Business Hours: Monday – Friday, 9:00 AM – 6:00 PM (Hong Kong Time)
Address: B27, Shing Lee Commercial Building, 8 Wing Kut Street, Central, Hong Kong