Delivery & Returns

PAYMENT METHODS
You can pay by Visa, Mastercard and Paypal. Visa and Mastercard are verified by a secure code. Payment is debited from your card once you place the order. Foreign transaction fees may be charged once your payment transaction has been settled. These fees are determined by your bank's pricing and transaction fee policies. For further details of foreign transaction fees, please contact your bank.
 
SHIPPING INFORMATION
Order Confirmation

Once your order has been placed, an order confirmation will be sent to the email address provided at checkout. The order confirmation acts as an invoice and includes your order number and all relevant details.

Order Processing

Once your order is placed a standard processing time of up to 3 business days is required before the order is shipped out. For per-order items processing time of up to 30 business days is required before the order is shipped out.

Order Tracking

You will receive tracking information in an email. Tracking information is usually updated 2-3 business day after it is shipped. If, on the rare occasion the tracking information is not updated, please get in contact with us at whatholdsyou@gmail.com and we can get this updated immediately.

Shipping Costs & Delivery Time
WHY offers local free shipping on all orders,

and free international shipping on orders over HKD ‌1,500.00 (or equivalent). Orders will be shipped via S.F. Express or Hong Kong SpeedPost. Please contact us if you wish to have your order shipped with another service. During promotional periods, please kindly note there may be slight delays to shipping. We apologize for any inconvenience caused.

Taxes & Duties

Please be advised that import taxes, duties and related customs fees may be charged once the parcel arrives at the destination country. These charges are determined by the customs office of the regarding destination. Payment of these charges and taxes is the responsibility of the recipient and will not be covered by WHY. For further details of charges, please contact your local customs office. In some occasions packages may be delayed due to custom clearance.

 

CHANGING / CANCEL ORDERS
To exercise this right of cancellation:
Contact us by email at whatholdsyou@gmail.com
Please note that you do not have a cancellation right with regards to customized products. Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are:

  • -Item(s) not available

  • -Difficulty in processing your payment information

  • -Cannot ship to address provided

  • -Duplicate order was placed

If your order is cancelled by us, you will receive an email which will explain the reason for the cancellation. You will not be billed for any cancelled items. If you are interested in alternative products, please contact our Customer Service Team by email for a recommendation. Upon cancellation of an order, WHY will refund the whole sum paid by you, if your order has already been shipped out your refund will exclude the costs of postage and packing for delivery to you within 14 days of you notifying us.


 

RETURNS & REFUNDS
In order to return an item, you must meet the following conditions:

  • The return must be requested within 14 days of the delivery date

  • The item must be in its original, unused, unaltered and unwashed condition (for footwear must be returned with the dust bag & original shoe box as these are considered part of the product. Please place the shoe box inside a shipping box in order to prevent damage during shipping.)

  • The item must be returned with the original tags and packaging

  • Intimate apparel and swimwear are not eligible for a return

  • The Sale items are not eligible for a return

 
Simply email us at whatholdsyou@gmail.com with the details of your order number, order email and reason for return. Upon doing so, you will be responded to within 2 working days with instructions on how to send the goods back. Customers returning items from outside of Hong Kong will have the return cost (if covered by WHY) deducted from their refund. If we feel that for any reason the garment has been worn, the security tags have been removed, or the packaging is damaged in any way, then the item(s) will be returned to the sender and no refund will be given.
 
We currently do not offer an exchange service via post. If you wish to exchange an item, please return the goods as above and we shall contact you and assist you with your new order.
 
Your refund will be credited to the same form of payment from where the purchase was made. If the complete order is returned the refund will include standard delivery costs from WHY to you. We allow 10 days to issue a refund.
Please note that original shipping fees are not refundable.