CUSTOMER SERVICE CENTER
Please email us at customerservice@sidefame.com.hk . Support will be available between 9am to 6pm from Monday to Friday (Public Holidays excluded). Responses will be given on the next business day if messages or emails are received during weekends and public holidays.
DELIVERY | STANDARD DELIVERY TIMES
Sidefame currently delivers to the following areas:
Hong Kong
Macau
Taiwan (except Marimekko & 45R products)
Singapore
Thailand (except Marimekko products)
United States (except Marimekko & 45R products)
*for countries/cities that are not mentioned, please email us at customerservice@sidefame.com.hk to enquire for special shipping arrangements.
DELIVERY ARRANGEMENTS
Delivery costs are as follow. Free delivery will be offered for purchases over HKD650 net.
| Purchases |
Delivery Charges |
| Below HKD650 |
HKD50 |
| HKD650 or above |
HKD0 |
| Store Pick Up |
HKD0 |
| Purchases |
Delivery Charges |
| Below HKD650 |
HKD300 |
| HKD650 or above |
HKD0 |
PICK UP FROM STORES IN HONG KONG
You can select to pick up from the store of your selected brand. There is no delivery charge when you select to pick up from our stores. Our shop staffs will contact you via your contact number once the parcel is available for pick up in store. Please bring along confirmation email to collect the order from your chosen store.
SALE ITEM
Marked down products during sale clearance and items available at OUTLET cannot be returned or exchanged.
Kindly note that OUTLET items can be located at various locations and thus it may take longer processing and dispatch time.
All items are quality controlled and checked for any faults before they are dispatched to customers. Should you receive an item that is not in perfect condition, please contact us immediately.
DELIVERY DUTY UNPAID (DDU)
All countries will be shipped on a Delivery Duty Unpaid (DDU) basis, product prices displayed are exclusive of all taxes and duties. As the recipient, you will be responsible for all import duties, customs and local sales’ taxes levied by the country you are shipping to. Payment of these charges is necessary to release your order from customs. Our courier will contact you locally with details of any import duty to pay.
Please be aware that if you decline to pay these charges, the shipment will automatically be returned to us at our expense. We will then deduct any related charges incurred from the refunded amount of your original purchase.
DELIVERY TIMES
We will dispatch your order within 72 hours from the date that we receive your order and credit verification has been confirmed. Orders placed on Friday, Saturday and Sunday will be processed on the following working day on Monday. While for order placed on Public Holidays will be processed the day after first working day.
TRACKING YOUR ORDER
You will receive an email notification with courier tracking number/link when your order is dispatched. You can track your shipment by following the number/link provided in this email.
EXCHANGE & RETURN
We offer a 7 Days exchange or return policy, please read and follow the policy below.
1. Email customerservice@sidefame.com.hk with your 16-digit Purchase Confirmation Number/description of return item and product code to get the RMA Number - Return Merchandise Authorization Number within 7 days of parcel receipt.
2. Once authorized, we will send you back with the RMA Number via email.
3. Tick the item you are returning and enter the RMA Number on this Return Form.
4. Check that the item is properly packed with all original packaging, price tag and security tag.
5. Place this Return From in the box and seal it properly.
6. Prepare the DHL courier form packed inside the parcel and arrange for pick up within 7 days after receipt of your RMA number. (DHL hotline - Hong Kong: 2400-3388 / Macau: 2837-2828 / Taiwan: 0800-769-888 / Singapore: 1800-285-8888 / Thailand: 0-2345-5000 / United States: 1-800-225-5345)
7. We will be in touch after evaluating the returned item to confirm the refund details.
8. Customers will take full responsibility for the returns, including the shipping fee. We reserve the right to refuse returns that are not properly packed and delivered in poor condition.
9. Your refund will be credited to the original payment method via the online store, no refund can be carried out at our stores.
10. For merchandise exchange, it is recommended you follow the above return procedures and re-purchase after the refund.
Please note that refunds can take up to 20-30 working days to show on your account due to the varying processing times between payment providers.
FAULTY GOODS
Goods are classified as faulty if they are received damaged, or where a manufacturer fault occurs within 6 months of purchase. Items that are damaged due to normal wear and tear are not considered to be faulty. Where possible, we will offer to repair faulty items. You will receive a new item if the original item cannot be repaired.
Shipping, tax and duties costs on the faulty goods will not be charged.
COLORS
We have made every effort to display as accurately as possible the color of our products; however, we cannot guarantee that your monitor’s display of any color will be completely accurate.
DO YOU SHIP TO PO BOXES AND FREIGHT FORWARDING ADDRESSES?
Please note that we are unable to deliver to Post Office boxes and freight forwarding addresses.
DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?
You can shop at SIDEFAME without creating an account.
However, register with us in order to review past purchases, receive latest promotional offers and save your address so you can shop even quicker next time.
FREE SHIPPING
We run free shipping promotion from time to time, please sign up for our newsletter to receive the latest news and update.
PRIVACY POLICY
We only use your personal information in accordance our Privacy Policy. Please take the time to read this carefully, as it includes important information about how we collect and use your data. By using the Website, you consent to the use of your data as described in our Privacy Policy and you warrant that all data provided by you is accurate.
CURRENCY
Your order will be charged in Hong Kong Dollars (HKD). However, you will be able to preview the price in your local currency based on the rate obtained from www.xe.com.
PAYMENT METHOD
We accept Visa, MasterCard, American Express and Paypal.
PAYMENT SECURITY
All transactions on this website are processed using PayDollar, a leading secure and reliable international payment service provider to banks and online merchants since 2000. Customers’ payment details are securely transmitted to the acquiring bank, card and payment companies for real-time transaction authorization using 256-bit Extended Validation Certificates (EV) SSL transaction encryption. PayDollar supports CVV/CVC check as well as 3-D secure authentication of Visa and MasterCard namely: Verified by VISA, MasterCard SecureCode for added security protection for both customers and merchant. To find out more, visit PayDollar website.
