SHIPPING POLICY

Processing Time

Each piece is prepared with care at our studio in Hong Kong.

Processing times vary depending on the product and are stated on the relevant product page. Ready-to-ship items are generally dispatched within 3 business days, while made-to-order or personalized pieces may require additional preparation time.

During particularly busy periods, processing times may be extended. If there is a significant delay with your order, we will contact you by email.

 

Hong Kong

Local orders are shipped via SF Express or Hongkong Post, depending on parcel size and destination.

Complimentary shipping is included on all online orders.

If you prefer delivery to an SF Store or SF Locker, you may enter the relevant pickup location as your shipping address at checkout. Please ensure that the recipient name and contact number are correct.

You can find your preferred SF pickup location using the SF Express Service Point Finder.

International

International orders are sent by registered airmail or tracked international courier, selected according to the destination and parcel size.

Complimentary worldwide shipping is included on all online orders.

Delivery typically takes around 7–14 business days after dispatch for many destinations. Actual transit times may vary depending on the destination, carrier, customs clearance, public holidays, and other circumstances outside our control.

Delivery estimates are provided as a guide and cannot be guaranteed.

Customs & Import Duties

International orders may be subject to import duties, taxes, customs charges, or handling fees imposed by the destination country or region.

These charges are not included in our complimentary shipping and are the responsibility of the recipient.

Customs requirements and charges vary by destination. We recommend checking with your local customs authority if you are unsure about possible charges before placing an order.

Tracking

All online orders are shipped using a registered or tracked service.

A dispatch confirmation with tracking information will be sent to your email once your order leaves the studio.

Shipping Address

Please check that your shipping address, postal code, recipient name, and contact number are complete and accurate before placing your order.

IBEX cannot be responsible for delays, failed delivery, or additional costs resulting from incorrect or incomplete delivery information provided at checkout.

If a parcel is returned to us because of an incorrect address, unsuccessful delivery, refusal of delivery, or failure to complete customs clearance, additional shipping charges may apply if you request the order to be sent again.

Delayed or Missing Parcels

International delivery may occasionally be delayed by customs processing, carrier disruptions, weather, or other circumstances outside our control.

If your parcel appears significantly delayed, please contact hello@ibexhkg.com with your Order ID and we will assist in checking the shipment status.

For parcels confirmed as lost in transit, we will review the case with the relevant postal service or carrier and work with you on an appropriate resolution.

Damaged Parcels

If your order arrives damaged, please contact hello@ibexhkg.com as soon as possible with your Order ID and clear photographs of the parcel, packaging, and item received.

Please retain the original packaging while the case is being reviewed.