Delivery And Returns Policy HK
1. HK DELIVERY:
|Large items||Calculated at check out|
- Domestic orders placed Monday to Friday by 12:00pm (excluding holidays) ship within 3-5 business days.
- Orders placed after 12:00pm EST or holidays are shipped the next business day.
- Orders placed Saturday and Sunday will ship out the following Monday (excluding holidays).
Delivery charges and transit times are calculated at basket, based on the items you are ordering and your location. You will be notified via email when your order is dispatched. For large items you may be contacted by our customer services team to arrange delivery.
- If an item cannot be delivered it will be returned to our warehouse and a delivery return fee may be charged.
- In rare cases where we encounter a stock error, an item may not be available. We will notify you and an alternative delivery date will be offered.
2. HK RETURNS
If you are unhappy with your purchase you can return the items to us within 30 days of receipt of your goods for a full refund (excluding shipping charges). Items bought online are returned at your own expense, unless damaged, and should be unused, returned in their original packaging and in a fully resalable condition. Items bought online cannot be returned to the Tom Dixon Shop in Hong Kong.
To authorise a return:
- Visit https://www.tomdixon.net/contact and fill out the enquiry form.
- Include your order number & telephone number.
- In the message box, include the reason code for your return (see below).
3. CODE DESCRIPTION
- CL3 - Product not as described
- CL2 - Bought the wrong size/type
- TR01 - Parcel damaged on arrival
- WHMP - Incorrect item received
- CL - Change of mind
Our customer services team will send you a returns authorisation code. Enter this code on the returns slip provided, and attach the label securely to the outside of each box being returned.
Please note: Any goods received without authorisation will not qualify for a refund and be rejected on delivery to our returns centre.
Once your return has been received, your refund will be processed. Refunds can take up to 10 working days to be received following receipt of the goods into our warehouse.
We are unable to provide refunds for any items stated on the Returns Order Confirmation document found to be missing from the package on arrival at the returns centre.
Please be aware that items bought online cannot be exchanged or refunded at our London Showroom or at Concession Stores.
If the item is damaged, please send an email to email@example.com sending photographs clearly showing evidence of the damage. State your order number as a reference and include your telephone number.
We offer a one year warranty on all Tom Dixon products (excluding candles and diffusers). Please contact firstname.lastname@example.org for further information.
5. PROMOTIONS & FREE GIFTS
From time to time we may run promotions and gift packages which may apply in respect of any, or certain specified purchases made though this Website. Refunds & exchanges are subject to our normal terms and accepted only when the full gift set is returned, including the free gift, with receipt. Items are packed separately.