FAQ

FAQs

DELIVERY| STANDARD DELIVERY TIMES

Sidefame currently delivers to the following countries.

Hong Kong

Macau

Taiwan (except Marimekko)

Singapore 

Thailand (except Marimekko)

United States (except Marimekko)

FREE DELIVERY

Free delivery will be offered for purchases over HKD3000 net

VIP Program

We offer exclusive 10%discount for all existing Sidefame VIP customers, please follow these procedures by setting up an account:

  1.   Please go to User Account sign in page and press forget password

  2.   Input the email you have registered with Sidefame (the email account that is receiving our regular brands updates and new arrivals)

  3.   You will then receive an email from the system and ask you to setup a personal password

 4.   Once password is set,you can enjoy VIP discount if you check out with your user account

Please email us at customerservice@sidefame.com.hk if you have any enquiries.

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. 

PICKUP FROM STORES IN HONG KONG
There is no delivery charge when you select to pick-up from our stores.  You will receive an email notification advising you when the order is ready to be picked up.  Please bring along notification email, to collect the order from your chosen store.

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 isr ecommended 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.

SALE ITEM

During our sale clearance, marked down products cannot be returned or exchanged.

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.

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.

STORE PICK UP

You can select to pick up from the store of your selected brand.  Delivery charge is waived for this service.

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.

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 supportsCVV/CVC check as well as 3-D secure authentication of Visa and MasterCard namely: VerifiedbyVISA, MasterCard Secure Code for added security protection for both customers and merchant.  To find out , visit PayDollar website.

CUSTOMER SERVICE CENTER

Please email us at customerservice@sidefame.com.hk for additional support.