Shipping policy

Thank you for shopping with SAMANTHA CHONG. We are a Hong Kong-based online store specializing in a wide range of bag and luggage products. We adhere to standardized order processing and rigorous cross-border logistics management, striving to ensure all customer orders are professionally packaged and delivered securely with stable and predictable shipping arrangements.

1. Order Processing Time

All confirmed and fully paid bag orders will be inspected, packaged and prepared for outbound delivery within 1 to 3 business days after order confirmation. Processing hours exclude weekends and Hong Kong SAR statutory public holidays, during which our warehouse suspends all order handling work.
During peak shopping seasons and promotional periods with high order influx, standard processing timelines may be slightly extended. We will issue official email notifications to customers promptly if any obvious processing delays occur, allowing buyers to stay updated with the latest order status.

2. Shipping Rates and Delivery Estimates

Shipping fees for all bag orders are calculated based on package weight, size and shipping destination. The exact shipping cost will be automatically calculated and fully displayed on the checkout page before payment, with no hidden fees or additional charges.
We provide standard shipping service for all orders, with an estimated delivery time of 15 business days after warehouse dispatch. All delivery times are approximate and for reference only. Actual delivery progress may be affected by logistics carrier delays, cross-border customs clearance procedures, extreme weather, regional logistics restrictions and holiday logistics suspensions.

3. Shipment Confirmation and Order Tracking

Once your bag order completes all pre-delivery inspections and is officially dispatched, our system will send an automated shipment confirmation email to your registered mailbox, which contains your exclusive tracking number and corresponding logistics carrier information.
Tracking data will be activated and available for online inquiry within 24 to 72 hours after the logistics carrier picks up the package. Due to cross-border system synchronization differences, occasional delayed updates are normal. You may contact our customer service team for manual verification if no tracking information is available after 48 hours.

4. Incorrect Address Disclaimer

Customers are solely responsible for filling in accurate, complete and deliverable shipping addresses, postal codes and valid contact information during order checkout. Please carefully verify all delivery details before submitting payment.
SAMANTHA CHONG will not be held responsible for misdelivery, delivery failure or package loss caused by incorrect or incomplete address information provided by customers. Any packages returned to our warehouse due to address errors will require customers to bear all reshipping fees independently, and the original shipping cost is non-refundable.

5. Lost or Damaged Packages

If your package is confirmed lost during cross-border transportation, please submit a loss investigation request to our customer support team within 3 calendar days after the expected delivery date. We will cooperate with logistics providers to trace the parcel and provide a formal solution as soon as possible.
Bag products may suffer surface scratches, extrusion deformation or accessory loosening during long-distance transit. If you receive damaged or defective items, please contact our support team within 24 hours after receiving the package. You are required to provide clear photos of both the outer packaging and damaged product details for official verification. We will review the case and resolve the after-sales issue efficiently.

6. Bag Care and Usage Notice

Each bag product is made of unique materials such as leather, canvas and synthetic fabric, with tailored care instructions attached. Customers should follow the official guidance for daily use, placement, cleaning and maintenance to protect the product’s texture and service life.
Any product damage, fading, deformation or structural failure caused by improper cleaning, improper storage, unauthorized disassembly and modification, or artificial misuse will not be covered by our after-sales service. SAMANTHA CHONG assumes no liability for damages resulting from non-standard manual use and maintenance.

7. International Shipping and Customs Notice

For all international cross-border orders, destination countries may impose import duties, customs taxes and clearance fees in accordance with local trade policies and regulatory standards.
All customs-related expenses are fully borne by the customer. Product prices and shipping fees charged by our store do not include any import or customs charges. We are not responsible for package detention, forced return or disposal caused by customers’ failure to pay relevant fees or violation of local import regulations.

8. Contact Information

If you have any questions or concerns regarding our shipping policy, logistics progress and delivery services, please feel free to contact our official customer service team through the channels below:
Trade name: SAMANTHA CHONG
Phone number: +852 9502 2347
Email: support@samanthachong.shop
Physical address: 18 Castle Peak Road - Tam Mei, Yuen Long, NT, Hong Kong SAR China