At Stoneluxevia, decorative pieces begin their journey with two things already decided: where they are going and how much delivery will cost. We deliver exclusively within Hong Kong, and delivery comes without a separate shipping charge. This policy explains what happens between placing an order and receiving it at your door.
Our delivery boundary is straightforward. Stoneluxevia accepts orders for Hong Kong addresses only.
We do not process deliveries to addresses outside Hong Kong, including international destinations. Customers should therefore provide a complete and accessible Hong Kong address when submitting an order.
Delivery is free throughout our service area. We do not add a separate shipping, handling, or cash-on-delivery charge to the purchase.
An order does not move directly from placement to the delivery vehicle. We normally use two business days for dispatch preparation.
During this period, the item undergoes an internal review and is prepared for transport. Since decorative pieces may feature different dimensions, shapes, surfaces, and materials, packaging requirements can vary considerably between orders. This preparation window gives our team time to arrange suitable packaging before dispatch.
Once these two business days are complete, the parcel enters the delivery stage.
Delivery after dispatch generally takes another one to two business days within Hong Kong.
This creates our usual order-to-door timeline:
Dispatch preparation: 2 business days
Local delivery: 1–2 business days
Usual overall timeframe: 3–4 business days
Business days do not include Saturdays, Sundays, or Hong Kong public holidays.
Events outside our direct operational control may occasionally affect this timeframe. These can include severe weather, transportation disruption, restricted building access, or incorrect delivery information supplied with an order.
Where we have relevant information concerning such a delay, we may communicate it using the contact details associated with the order.
Changed your decision before the parcel leaves us? A cancellation request may be submitted while the order remains undispatched.
Once an order has been dispatched, however, it cannot be canceled.
Because dispatch preparation normally takes two business days, customers wishing to cancel should contact items@stoneluxevia.com promptly. Sending a cancellation request does not itself mean that dispatch has halted. Its availability depends on the order status when our team receives and processes the request.
Stoneluxevia follows a cash-on-delivery-only model. Our website does not offer another payment method.
The full amount due for the decorative items must be paid in cash when the order arrives at the delivery address.
There is no separate fee for using cash on delivery and no additional doorstep charge. Customers should arrange for someone to be available to receive the parcel and complete payment.
If delivery cannot be completed because the recipient is unavailable, further delivery coordination may be necessary.
We rely on the delivery information submitted with the order to get the parcel to the intended destination.
Customers should provide an accurate recipient name, Hong Kong delivery address, and reachable contact details. Missing, incorrect, or outdated information can interfere with dispatch or delivery.
Personal data used for order fulfillment is handled in accordance with applicable requirements of Hong Kong’s Personal Data (Privacy) Ordinance (Cap. 486). Information necessary for delivery may be provided to parties involved in transporting the parcel for purposes connected with fulfilling the order.
Our separate Privacy Policy explains our broader approach to personal data.
Shipping ends at the doorstep, but our policy framework does not.
If an item arrives damaged or defective, or the wrong item is delivered, the customer may submit an eligible return request within 30 days from the delivery date. The requirements, pickup process, replacement availability, and bank-transfer refund procedure are explained separately in our Return and Refund Policy.
Our delivery practices are intended to operate alongside applicable Hong Kong requirements, including the Sale of Goods Ordinance (Cap. 26) and Trade Descriptions Ordinance (Cap. 362). Nothing in this policy is intended to restrict statutory rights that cannot lawfully be restricted.
A decorative piece should have an address, not an adventure.
For questions concerning dispatch status, delivery information, an undispatched cancellation, or an order that has not arrived within its expected timeframe, contact:
Stoneluxevia
Email: items@stoneluxevia.com
Please provide sufficient order details in your message so we can identify the relevant purchase and assist with the delivery inquiry.