This policy outlines the terms and conditions of our company (" Soap Cycling ") regarding goods delivery and distribution services. By placing an order for goods through our online store or any sales channel, you acknowledge that you have read, understood, and agreed to all the contents of this policy. Our company reserves the right to revise this policy at any time, and the revised policy will take effect from the date of its online publication.
Delivery services are available in major areas of Hong Kong Island, Kowloon, and the New Territories.
Outlying islands (including Cheung Chau, Lamma Island, Peng Chau, Lantau Island, etc.) may require additional delivery fees or longer delivery times. Please refer to the checkout page for details.
Order processing time
Orders received before 18:00 on any business day (Monday to Friday, excluding public holidays) will be shipped on the same day; orders received after 18:01 will be processed on the next business day.
No shipping service is available on weekends and public holidays; orders will be processed on the next business day.
During promotional activities, peak holiday periods, or force majeure events, order processing times may be extended. We will notify customers as soon as possible.
Processing times for pre-ordered or customized items are as indicated on the product page and are not subject to the above general processing times.
Delivery tracking
After the goods are shipped, we will send a shipping notification to the customer via email or SMS, including the logistics company's name and tracking number.
Customers can use the tracking number to check the real-time delivery status of their goods on the logistics company's official website or app.
If the customer has not received the goods by the estimated delivery time, please contact our customer service within 7 to 14 business days for assistance in tracking the shipment.
Signing and Acceptance
Upon delivery, the customer or their authorized representative should inspect the outer packaging for damage. If any damage, deformation, or water damage is found, please record this with the delivery personnel and refuse to sign for the package. Simultaneously, contact our customer service immediately.
After signing for the goods, please open the box and check the quantity, style, and quality of the items. If any damage, omissions, or discrepancies with the order are found, please provide photographic evidence and contact our customer service within the aforementioned timeframe for resolution.
Failure to raise any objections within the specified timeframe will be considered as acceptance that the goods are intact and meet the order requirements.
Delivery exception handling
Delivery failed
If delivery fails due to reasons such as an incorrect delivery address provided by the customer, no one being able to sign for the package, or an unreachable contact number, the logistics company will attempt to redeliver or arrange for the customer to pick it up themselves.
• Secondary deliveries may incur additional shipping costs, which will be borne by the customer.
• If the goods are returned to our company for the above reasons, we will contact the customer to arrange redelivery (the customer will need to pay the redelivery shipping cost) or issue a refund (the balance will be refunded after deducting the incurred shipping and handling fees).
Damaged or lost goods
If goods are damaged or lost during delivery, our company will assist customers in applying for compensation from the logistics company.
• Customers must provide relevant supporting documents (such as photos of the outer packaging, photos of the damaged goods, etc.) to assist in the application.
• The compensation amount is capped at the logistics company's compensation terms; our company will not be liable for amounts exceeding that cap.
Force majeure
Our company is not liable for delivery delays or interruptions caused by force majeure events such as severe weather (e.g., tropical cyclones, heavy rain warnings), natural disasters, war, strikes, government regulations, and pandemics. However, we will notify customers as soon as possible and assist in arranging subsequent deliveries.
Change delivery information
Customers who need to change their delivery address, contact person, or contact number should contact our customer service before shipping the goods.
• Once the goods have been shipped, we cannot guarantee that delivery information can be changed; if the logistics company allows changes, additional costs may apply and will be borne by the customer.
• We are not liable for any loss or delay caused by incorrect or incomplete delivery information provided by the customer.
Returns and Exchanges and Delivery
• For returns and exchanges, please refer to our company's "Return and Exchange Policy" first.
• Return shipping costs: If the return is due to product quality issues or our company's error, the return shipping costs will be borne by our company; if the return is due to the customer's personal reasons, the return shipping costs will be borne by the customer.
• Exchange shipping: The principle for bearing the reshipment shipping costs for exchanged goods is the same as above.
• Returned or exchanged goods must be kept in their original factory packaging and in good condition; otherwise, our company reserves the right to refuse the return or exchange application.
Privacy and Data Protection
Our company will only use the delivery information provided by customers (name, address, contact number, etc.) for the purpose of goods delivery, and will provide this information to the logistics company to complete the delivery service. Our company will process customers' personal data in accordance with the Personal Data (Privacy) Ordinance and our company's Privacy Policy.
Contact Us
For any inquiries regarding this policy or product delivery, please contact our customer service team through the following methods:
Email: info@soapcycling.org
Mailing Address: 5B, 7/F Tsuen Wan, New Territories
Policy revision
This company reserves the right to revise this policy at any time. The revised policy will be published on the company's website and will take effect from the date of publication. Continued use of the company's services constitutes acceptance of the revised policy. Customers are advised to check this policy periodically for the latest updates.
