Hello,
We're thrilled you've discovered our collection! To ensure a smooth and informed shopping experience, we've compiled some resources to assist you:
We believe in transparency. Our website provides easy access to our comprehensive Shipping, Exchange & Return policies - applicable to all orders purchased via our official website.
If you have any special enquiries or are unsure of how to make your orders, our team is here to assist you. If you have any questions or need help placing an order, feel free to reach out! We're available via email at hello@octobereighteen.com , our social media channels and live chat.
Our team is available Monday through Friday from 9:00 AM to 5:00 PM (HKT) and will do their best to respond to your inquiries as soon as possible.
Order Processing and tracking information
We strive for efficient order fulfillment. Most orders are processed for shipment within 2-5 business days. Orders are dispatched from our Hong Kong studio Monday through Friday.
Following successful order placement, a confirmation email with all relevant details will be sent to your nominated email address. You will receive a subsequent email notification with tracking information once your order ships.
For your convenience, you may also track the status of your order at any time by logging into your account. This allows for real-time tracking and eliminates the need to wait for email updates.
Delivering your order seamlessly
At October Eighteen, we understand the importance of prompt and efficient deliveries. We offer international shipping to a wide range of destinations.
Standard Shipping:
- A flat rate of $15 USD, regardless of location or the number of items in your order.
- Free standard shipping is available for all orders within Hong Kong.
- International orders exceeding $300 USD qualify for complimentary standard shipping.
Expedited Shipping:
For urgent deliveries, expedited shipping is available at checkout for an additional cost. This option prioritizes your order for the fastest possible delivery timeframe.
Specific Delivery Requirements:
If you require your order by a certain date, please don't hesitate to contact us before placing your order. We will work with you to explore available shipping options and ensure your needs are met.
Shipping Confirmation and Tracking:
Once your order ships, you will receive a confirmation email with detailed tracking information. This allows you to conveniently monitor the progress of your delivery.
Shipping Address Accuracy:
Please ensure the accuracy of your shipping address at checkout. Unfortunately, we are unable to redirect orders once they have been dispatched.
Should you have any questions regarding our shipping policies or require further assistance, please do not hesitate to contact our customer service team. We are committed to providing a seamless and professional shipping experience.
Shipping time estimates
Here's a breakdown of our typical shipping timeframes, based on the destination:
Hong Kong: 1-2 business days
Rest of Asia: 3-5 business days
Australia: 5-10 business days
UK & Europe: 5-10 business days
United States & Canada: 5-10 business days
Sometimes delays happen...
We always aim to get your order to you as fast as possible, but there can be occasional hiccups along the way. For instance, customs checks or crazy weather might cause a bit of a delay.
To help customs things run smoothly, it's super important to provide any information they need. This helps avoid any holds on your package. If there's a delay due to something out of our control, like weather or customs, please note that's not something we can be held responsible for. However, we'll do everything we can to get your order to you ASAP!
International customs, duties & taxes
Just a friendly heads up about international shipping: OctoberEighteen uses "Delivered Duty Unpaid" (DDU) for our overseas deliveries. This means any customs duties, taxes, or other fees your local government might charge when your package arrives aren't included in the product price or standard shipping cost. The exact amount depends on your country's customs office and is determined when your order arrives. It can vary based on the value of your goodies, what they're made of, and where they came from.
To avoid any surprises at your doorstep, we highly recommend checking out your country's customs website before placing your order. They usually have info on import duties and any tax thresholds you might need to know about. This way, you can be a total pro and avoid any unexpected fees!
To make things easier, we've included some helpful links to customs websites for some popular countries below:
USA: https://www.cbp.gov/trade/basic-import-export/internet-purchases
Canada: https://www.cbsa-asfc.gc.ca/import/postal-postale/dtytx-drttx-eng.html
The UK: https://www.gov.uk/goods-sent-from-abroad/tax-and-duty
Australia: https://www.abf.gov.au/buying-online/buying-online
New Zealand: https://www.customs.govt.nz/personal/online-shopping/
Need More Info? We're Here!
If you have any questions about international customs or anything else, please don't hesitate to contact us. We're all about making your international shopping experience as smooth as possible!
What happens if I refuse delivery?
We understand that sometimes things don't go according to plan. If you happen to refuse a delivery, we'll do our best to get your order back to us safely. To cover the cost of returning the package to our Hong Kong warehouse, we'll deduct the return shipping fees and any courier charges from your merchandise refund once we receive it. Just a heads up that the original shipping cost, duties, and taxes (if applicable) are non-refundable.
If you have any questions about your order or need help to ensure smooth delivery, please don't hesitate to contact us. We're always happy to chat and help. xx