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FAQ


Shipping

How much does shipping cost?

Hong Kong

  • Free delivery service for Caelum Greene VIP customers for all items.
  • Free local delivery in Hong Kong for all items (with exception of Manduka Pro Standard Mats).

International

  • Free delivery service for orders over HK $2,000
  • All other orders will be charged a flat rate of HK $200

Please note:

  • Delivery fee will be included at checkout (if applicable)
  • During Free Shipping promotion period, delivery fee will be shown as "0"

 

When will my order be delivered?

Hong Kong

  • Major commercial areas in Hong Kong Island and Kowloon West: same day delivery is available for orders submitted before 13:00, next day delivery for orders submitted after 13:00
  • Other areas: 1 to 2 working days

International

  • 3-5 working days

 

How can I track my order?

As soon as you place your order, you will receive an email to let you know that your order is being processed. Upon dispatch of your order, we will contact you via email with a link to track your order.

 

What are the duties/taxes incurred on my order?

You will be responsible for any international taxes and duties. We are unable to supply an estimated cost as it vary by country. Please contact the customs office in the destination country for information.

 

Can I pick up my order in store?

Certainly! We have a free in-store pickup option for Hong Kong residents. Just in case, you can also send us an email at cgteam@caelumgreene.com with your order number once it’s been placed we will have your order packed and ready for pick up in store (Pacific Place Pop Up store only).

 

Returns & Exchanges

What is your return policy?

Returns are accepted and must be received within 14 days of the purchase date. Items must be unworn with the original tags attached. The following categories are not returnable: promotional items, accessories, socks, swim bottoms and lingerie. We reserve the right to return any item that does not comply with our return policy.

 

How can I make an exchange?

We accept exchanges for unworn purchases within 14 days of purchase, providing that:

  • Item(s) to be exchanged meet sellable condition in original packaging
  • Promotional items and intimates (inclusive of socks, swim bottoms and lingerie) are not eligible for exchange.

Simply call our customer service team at +852 2548 1827 to check on size availability or come through our door (Pacific Place Pop Up store only) with your purchase. Any delivery charges incurred in the exchange will be borne by the customer.

 

What if I receive a damaged product?

We put all of our products through a stringent quality control test before they are dispatched. If you do receive a damaged item, it must be reported to our customer service team via phone call (Pacific Place Pop Up store only) within 7 days of receipt.

 

About Your Order

Can I cancel my order?

Please call us at +852 2548 1827, Monday through Friday, from 10AM to 7PM, and we can attempt to make a cancellation. We are unable to halt a shipment once an order is out.

Can I update my shipping address?

Yes, as long as the order has not yet shipped. Please call +852 2548 1827 and we will do our best to accommodate.

Do you offer gift wrapping?

Yes, we can wrap it up for you with our recycled gift-wrapping paper. At checkout, you will be presented with an option to add wrapping with a personalised hand-written note for HK $50.

 

Which size should I order?

We work with brands around the world and each brand has its own fit. If you are unsure, you can contact our customer service team +852 2548 1827 and they can advise you on the right size.

 

How can I use my membership discount online?

Your VIP discount code should be emailed to you. You only need to insert the code at checkout. If you have forgotten or lost your code, simply email our customer service team at cgteam@caelumgreene.com and we’ll sort you out.