DAMAGED PARCELS
HK
If your parcel clearly shows signs of damage or leakage at the time of delivery, it should not be accepted. Please ask the courier to return the goods to us.
INTERNATIONAL
If your parcel clearly shows signs of damage at the time of delivery, please accept the delivery, contact us immediately to advise us of the damaged product(s), hold all goods until advised by us that they can be disposed off.
DAMAGED GOODS
We want all our customers to receive their orders in perfect condition so if you think there is a fault with an item you have received, please let us know straight away by contacting us. We will aim to resolve any issue with a faulty item as quickly as possible but we need you to tell us as soon as you discover the fault so we can resolve the issue for you.
WRONG GOODS
If you have received an incorrect item in your order, let us know straight away by calling us on +852 55058337 or email to info@hkemd.com. Customer Services representatives are available Monday to Friday (9am - 6pm GMT), and will be happy to assist you.
LOST GOODS
In the unlikely event that goods are misplaced on their way to you, HKEMD will ensure a replacement is sent directly to you, if available.
All discrepancies with the contents of your order must be reported to our Customer Services team on +852 55058337 within 48 hours of receipt of your order. Customer Services representatives are available Monday to Friday (9am - 6pm GMT), and will be happy to assist you.
Where a replacement item is not available due to it being discontinued or the original item being a "One Off" we will reimburse your for the full cost of the item only. No compensation will be paid.
