FAQ

  

General inquiries

Yes, the customer service team will provide you with assistance online. Welcome to contact us !

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Shipping and Distribution

Delivery scope: Hong Kong and Macau.

For other regions, please contact customer service for enquiries.

Our store defaults to SF Express. If you want same-day delivery, you can choose GOGOX or LALAMOVE.

Yes, express orders for the following periods will be purchased and delivered on the same day:

  • GOGOX or LALAMOVE same-day orders: order cutoff at 5PM from Monday to Saturday

*Orders placed on Sundays, public holidays and during periods of bad weather will be shipped the next working day.

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Free local SF Express shipping fee for purchases over HK$300;
Free Macau SF Express shipping fee for purchases over HK$450;
Free local same-day express shipping for purchases over HK$1500.

本店提供保密包裝服務，您的商品將會以素色紙箱或順豐袋包裝。運單上僅標示「日用品」，不會出現「Lexy」或任何情趣用品相關字眼。

若您需要進一步保密，可在訂單備註欄中註明「雙重保密包裝」，我們將為您的商品再加上黑色包裝紙。

請注意，寄送至香港以外地區的包裹，可能需要在報關文件上列出產品名稱。

如有任何查詢，歡迎隨時與我們聯繫。

  • SF Express orders:
    The freight is usually calculated based on the weight and size of the package. The freight for 1kg starts from HK$16^, and the freight will be collected by SF Express on a "collect" basis.

  • Same-day delivery orders:
     The shipping fee for orders less than HK$1,000 is HK$90 *;

    The shipping fee for orders from HK$1000 to HK$1499 is HK$28 *.

^This is for reference only. The actual charges are subject to SF Express’s situation at that time.
*Subject to adjustment during busy periods, all charges are subject to display at checkout.

Yes, but we generally recommend keeping the packaging.

*If the product is missing or damaged after opening, it will not be covered by our responsibility.

Our store is an online shopping platform and currently does not provide self-pickup services in stores and warehouses.

Generally, SF Express orders will be shipped within 24 hours;
Same-day orders will be shipped immediately after stocking is completed.

Orders placed during the following periods will be shipped on the same day:

  • SF Express orders: order cutoff at 6PM from Monday to Saturday
  • GOGOX / LALAMOVE Same-day orders: Order cutoff at 5PM from Monday to Saturday

*Orders placed on Sundays, public holidays and during periods of bad weather will be shipped the next working day.

Local SF delivery usually takes about 1 - 2 days ; same-day express delivery usually takes place within 4 hours after shipment . Please pay attention to email, phone or SMS notifications.

Since SF Express takes time to process the package, please wait patiently. The tracking code will usually be updated within 24 hours . If there is still no update after 24 hours, please contact customer service for assistance.

Yes, when the order contains pre-ordered items, our store will ship them together by default. If the customer requests to send the items separately, the additional shipping fee will be sent by "collect method".

Go to the " Shipping and Delivery " page to learn more

Orders and Payments

Our store supports more than 15+ payment methods, including: VISA, Master Card, Amex, PayPal, Apple Pay, Google Pay, Shop Pay, Stripe, Octopus, Payme, FPS, Tap & Go, SF COD SF Cash on Delivery, Alipay HK, WeChat Pay, Union Pay.

If you need to change your order information, please go to the official online customer service to handle it yourself and follow the steps to complete it.

Click "Send us a message" > "More self-services" > "Self-service update order information"

Quick and easy, no need to wait.

The billing address cannot be changed once provided. But please be assured that our store only provides electronic receipts and will not mail them to the billing address.

Only one discount and discount code can be applied to each product, and the maximum discount amount shall prevail. Everything shall be subject to the final invoice amount.

After placing the order, our store system will immediately send a confirmation email notification.

Yes, local SF orders support cash on delivery.

If the order has not been shipped yet, please contact customer service.
The refund will be issued in the form of our store's e-gift card, which is valid for 5 years and can be used on this online shopping platform.

※ Pre-orders cannot be canceled or changed.

Returns and Maintenance

You can check the warranty period (starting from the order date) of the brand and product on the product page.

The maintenance of some brands and product categories will be replaced and maintained directly by the original factory, not by our store, including but not limited to: HOT OCTOPUSS and customized products.

Please contact customer service for details.

Please go to the " Return and Exchange Center " within 30 days after purchasing the product and provide order information to apply for return or exchange.

Under normal circumstances, returns and exchanges will be processed within 3-5 working days after receipt.

Macau and overseas customers can apply for returns or exchanges.

Return and exchange fees may include but are not limited to: freight, duties, customs clearance fees, etc., which will be paid by the customer. All additional charges will be charged in full before reshipping.

Go to the " Returns and Maintenance " page to learn more