【Japan Direct Shipping · On-Time Guarantee】Terms & Conditions
Service Commitment
At hkskincart, punctual delivery has always been our goal. Historically, over 95% of orders have been shipped within 7–10 business days, and we continue to maintain this standard.
To further enhance customer confidence, we now officially launch our Japan Direct Shipping · On-Time Guarantee:
- For any single order of HK$500 or above, customers are automatically entitled to this upgraded guarantee.
- If the order is not shipped within the promised timeframe, we will compensate customers with HK$100 store credit, with no minimum spend.
- Pre-order items: In most cases, items are shipped even earlier than 7–10 business days, as some goods are ordered in advance or arrive in Hong Kong faster than expected.
In other words, “7–10 business days” is a conservative promise — in practice, many customers receive their orders earlier.
Definition of Business Days
“Business days” follow the Hong Kong public holiday calendar (excluding Saturdays, Sundays, and public holidays).
They also exclude Japan’s major national holidays (New Year, Golden Week, Obon).
The “7–10 business days” period is counted from the day after order placement until the date we hand the parcel over to SF Express for delivery. Delivery time by SF Express is not included.
Japan’s Major Holidays (not counted as business days):
- New Year Holiday: December 28 – January 7
- Golden Week: April 29 – May 6
- Obon: August 11 – August 18
Store Credit Arrangement
Store credit will be issued within 48 hours after a delay is confirmed.
Customers must be registered members to receive store credit. If the order was placed without a membership, credits cannot be deposited automatically. Customers may create an account afterwards and contact our support team for assistance.
In case of any missing credit, please rest assured — simply notify us and we will handle the matter promptly and fairly.
Store credit is valid for 180 days from the date of issuance. It will automatically expire after this period. Customers will receive an email reminder 2 days before expiry.
Examples
✅ Example (No Holidays)
Order placed: Monday, March 3, 2025.
Business days count from Tuesday, March 4. The 10th business day is Monday, March 17.
We ship on Thursday, March 13 (8th business day) → On-time.
❌ Delay (No Holidays)
Order placed: Monday, March 3, 2025.
Business days count from Tuesday, March 4. The 10th business day is Monday, March 17.
We ship on Tuesday, March 18 → Exceeds 10 business days, considered delayed.
Customer will receive HK$100 store credit by Thursday, March 20 (membership required).
✅ Example (With Japan Golden Week)
Order placed: Saturday, April 26, 2025.
Business days count from Monday, April 28.
April 29 – May 6 is Golden Week in Japan → business days are postponed.
The 10th business day is Thursday, May 15.
We ship on Wednesday, May 14 → On-time.
Exclusions
- Out-of-stock or discontinued items: We will contact customers proactively to arrange refund or replacement.
- Force majeure circumstances, including but not limited to:
- Hong Kong Red Rainstorm Warning or Typhoon Signal No. 8 or above
- Natural disasters in Japan (e.g., earthquake, typhoon, heavy snow)
- Pandemics or government restrictions
- Customs inspection or other unforeseen disruptions
Notification Arrangements
In case of exceptional circumstances, announcements will be made on our official website (News section) and Instagram Stories/Posts.
For individual orders affected, we will contact customers directly via Email / SMS / WhatsApp (WhatsApp prioritized).
Frequently Asked Questions (FAQ)
Q1: How are the 7–10 business days calculated?
A: From the day after order placement, excluding weekends and Hong Kong public holidays. Japan’s three major holidays (New Year, Golden Week, Obon) are also excluded. The count ends when the parcel is handed to SF Express.
Q2: Does SF Express delivery time count?
A: No. The guarantee only covers processing time until we hand the parcel to SF Express.
Q3: When is store credit issued?
A: If an order is delayed beyond the 10th business day, store credit will be issued within 48 hours.
Q4: Do I need to be a member to receive store credit?
A: Yes. Store credit can only be issued to member accounts. If you were not registered at checkout, you may register afterwards and contact our team for assistance.
Q5: What happens during severe weather or exceptional events?
A: In such cases (e.g., typhoon, pandemic, government policy), the guarantee does not apply. We will post announcements on our website and Instagram, and notify affected customers directly.
Q6: Does store credit have an expiry date?
A: Yes. Store credit is valid for 180 days from the date of issuance. An email reminder will be sent 2 days before expiry.
