SHIPPING GUIDE

SHIPPING INFORMATION

For orders placed on monstargroup.com we delivery by SF Express and Hong Kong Press. For in-stock items, order will be shipped within 3 business days, excluding weekends and public holidays. For per-order items, since our products are mainly order from Europe, Australia and Asian counties outside Hong Kong, we will check the availability from providers, and it may take 30 to 90 days for order.   

All purchase receipts are sent to your email once your order has been processed and paid for. We will also send you a shipment confirmation once your order has been shipped, this will contain a tracking number which ca be used to track the journey of your purchase. Please contact us immediately if you have not received your order confirmation email within 72 hours of purchase, should you purchase over public holidays or weekends your confirmation will be sent on the next business day.  

All deliveries must be signed for. Ensure someone will be able to sign for the delivery or provide a business address.  

  • Delivery time differs for each courier.
  • Please keep in mind that our shipping times should be used as a guide only and are based on time from dispatch. MONSTAR cannot take responsibility for customs clearance delays or failed payment approval, though we will try to minimize any potential delays. 
  • Shipping policy according to shipping provider. In any case of package lost or any damage while transit, we will do everything we possibly can to assist you. Please take note that we do not take any responsibility in case your order is returned to sender due to any reasons (for instance, insufficient shipping address, inaccessible receiver etc.,) However, we would be more than happy to redeliver your order and you will need to cover any return fees and/or additional redelivery fees for returned order. 
  • We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase. 
  • You may enjoy free delivery service upon purchase. Shipping charges vary:
1. Local Hong Kong - SF Express 
Free local shipping for any purchase
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2. Mainland & Macau - SF Express
Spend under HKD2000 requires HKD100 shipping fee <3kg; spend over HKD2000 free shipping 
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3. Overseas – Hong Kong Post 
Spend under USD500 requires HKD500 shipping fee <3kg; spend over USD 500 free shipping
 
  • The minimum spend for Free Delivery is calculated based on the final basket value, after discount codes have been applied.
  • On the occasion that a specific product exceeds certain size or weight limits, free delivery over HK$1500 will not be applicable, and it will be specified in the product page where necessary.
ORDER CANCELLATIONS

For pre-order items, we accept order cancellations up to 24 hours after purchase. Your order will be cancelled and refunded to your original form of payment. After 24 hours, all pre-order items are immediately moved to production. Therefore, we are not able to issue refunds/cancellations of any kind.  

Please understand that we will not be able to cancel an order if the order was already shipped. Please notice that we do not accept any cancellations for in-stock item, if you misplace an order, please contact our customer service.  

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