Shipping and Returns Overview
Kwok Limited sells womens shoes through mulesufaq.com. This document describes how orders leave our facility, how long delivery takes, and how customers return purchases. It applies to every order placed on mulesufaq.com and forms part of the agreement between the customer and Kwok Limited.
Order Processing
We begin preparing an order after the payment is authorised and confirmed by the payment provider. Orders placed on weekends or public holidays enter the processing queue on the next business day. Once an order is prepared, we hand it to a carrier for dispatch. Payment verification delays, an incomplete delivery address, or a failed security check postpone dispatch until the matter is resolved. Customers must supply a complete and accurate delivery address at checkout. Kwok Limited is not responsible for delivery failures caused by an incorrect or incomplete address supplied by the customer.
Shipping Methods and Delivery Timeframes
We dispatch womens shoes with recognised carriers. Delivery follows a standard schedule rather than an express guarantee. The time a parcel spends in transit depends on the destination, the carrier route, and local customs procedures. We do not promise a fixed number of days for delivery. Tracking information is issued when the carrier accepts the parcel, and the customer receives that information by email.
Shipping Charges
Shipping charges are calculated at checkout and are displayed before the customer confirms payment. The charge reflects the destination, the weight and dimensions of the parcel, and the shipping method selected. Where a shipment crosses a border, the customer is the importer of record and bears all customs duties, taxes, and clearance fees levied by the destination authority.
Returns Policy
Customers may return womens shoes within 14 days of receiving the delivery. The 14-day window begins on the day the carrier confirms delivery to the address supplied at checkout. The customer does not need to state a reason for the return. Any return request submitted after the 14-day window has closed cannot be accepted, and the item will be sent back to the customer at the customer's expense.
Return Eligibility Conditions
Returned shoes must be unused and in their original packaging. Shoes must be free of marks, scuffs, creases, odours, and signs of outdoor wear. All original tags, inserts, and shoe boxes must be returned with the shoes. Shoes that show wear, that have been altered, repaired, cleaned, or resoled, or that arrive without their original packaging do not qualify for a refund.
Return Shipping Costs
The buyer completely bears the return shipping costs. Kwok Limited does not reimburse return postage, packaging, courier fees, insurance, or any other cost the buyer incurs when sending shoes back. We recommend that buyers use a trackable and insured service, because we cannot issue a refund for a parcel that never reaches us.
Return Process
Step 1. Contact us at [email protected] within 14 days of delivery and state the order number and the item to be returned.
Step 2. Wait for our written confirmation. A return is not authorised until Kwok Limited confirms it in writing.
Step 3. Pack the shoes securely in their original box inside an outer shipping carton.
Step 4. Place the return authorisation details inside the parcel.
Step 5. Ship the parcel to the return address below using a trackable service at the buyer's expense.
Step 6. Send the tracking number to [email protected] so we can monitor the parcel.
Return Address and Recipient Details
The recipient must be Kwok Limited, the contact phone is +852 6266 6618, and the specific return address is 2/F, PopOffice, 9 Tong Yin Street, Tseung Kwan O. Parcels sent to any other address cannot be processed.
Damaged or Defective Items
Any claim for a damaged or defective item must be submitted within exactly 7 days of receipt. The 7-day period begins on the day the carrier confirms delivery. A claim must include the order number, photographs of the damage, and a description of the defect. Claims submitted after the 7-day period has closed cannot be accepted, and the item cannot be returned on that basis.
Refund Processing Time
Refund arrival takes at least 14 days. The period begins when the returned shoes reach our return address and pass inspection. Inspection confirms that the shoes meet the return eligibility conditions. Once inspection is complete, we issue the refund to the original payment method. The refund arrival time is measured from the moment the returned item is received, not from the moment the parcel is handed to a carrier by the customer.
PayPal Refunds
PayPal refunds take at least 14 days. In some regions local law requires up to 30 days for PayPal refunds, and we follow that longer period wherever it applies. Buyers who paid with PayPal should therefore allow at least 14 days and up to 30 days for the funds to appear in their account.
Rejected Returns
If returned shoes fail inspection, we contact the buyer with the reason. The buyer may arrange collection of the rejected item at the buyer's expense. If the buyer does not arrange collection, Kwok Limited may dispose of the item and no refund will be issued.
Contact Information
Questions about shipping or returns reach our team by email at [email protected], by phone at +852 6266 6618, and by post at 2/F, PopOffice, 9 Tong Yin Street, Tseung Kwan O. Full order details are available on mulesufaq.com.