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Customer Service Customer Service

Privacy & Security

Any information you give to us is only used by us for the processing of your order, to send order confirmation and shipping notices, or to send you information on product lines, specials or other promotions. We will of course respect your wishes if you request to be removed from any of our mailing lists. We will not sell or distribute your names, addresses or email address to anyone. Your privacy is important to us. Your personal information is not available for viewing on our site or elsewhere. Your credit card number is not kept on record, and is deleted from our secure server when the order is shipped. Accordingly you will be asked to re-enter your credit card details each time you order from us. If you have any questions about your privacy while shopping at this site, please contact us.

Ordering

Ordering from us is simple and safe. Just browse through our online catalog where you will find details on each item with its price. All prices on our web site are in HK dollars. To add an item to your shopping cart, simply click on the shopping basket beside each product. add to cart

You will then see the contents of your shopping cart, including the item you have just added. You can change the quantity of the items you have ordered or remove an item from your shopping cart . You can then return to continue your shopping or proceed to the payments area. If you continue shopping then when you are ready to check out or if you want to review your cart contents, click on the My Cart link (top right).

An automatic email confirmation, along with an order number, will be sent to you upon processing of your order provided you have entered a valid email address (please carefully check your email, otherwise we may not be able to contact you). You may inquire about your order's status at any time using our contact form. We receive hundreds of emails each day, please allow at least 48 hours for a reply, although in many cases it will be sooner.

Whilst we endeavor to as many items as possible listed at this site, it is impossible to have every item on hand - sometimes items are out of stock and will need to be ordered in, and some kits are only requested from our suppliers only after your order has been placed (special order). We place orders with our suppliers every month, our chart orders arrive from our supplier every 30 or 45 days and any delays in shipping your order will be kept to a minimum.

We keep a large number of kits in stock but most kits ordered are ordered as they are requested and arrive in our store usually within a week of our ordering them. Our store all Kits are all imported, some ship very quick as our suppliers or ourselves may have them in stock but the majority of them take a little longer as we wait for them to come in. Your patience is appreciated during this wait.

While we make every attempt to ensure all the prices on this site are correct, in the rare event of a pricing error, we reserve the right to not complete the order in such an event.

Customs and Other Charges

International customers are advised to check with their local customs agencies to determine if any additional customs charges, duties or taxes apply to the shipment within their country. KCH Handicraft is not responsible for any of these additional costs.

Payment

Check your order and if you are satisfied, follow the instructions to enter your details and shipping information. You may choose to pay by Bank Transfer or by Paypal (credit card) or by Store Pick Up pay cash, select the option you want when asked. If you pay by credit card you will be transferred to Paypal page.

(1) Bank Transfer

HSBC Account: 039 471099 292

BOC Account: 012 387 1005 1062

Account Name: H* Y** W**

(2) Paypal (credit card)

We also accept Paypal. If you choose this option you will be required to make payment immediately and will be charged 4% handling fee at the time the order is shipped. will be automatically calculated and shown in your Shopping Cart. This fee is non-refundable upon return.As you did not have a "PayPal" account, then, also through the "PayPal" payment by credit card to pay the bill, very convenient and safe.

(3) Store Pick Up

Customers can also visit the shop to buy goods, pay by cash / credit card / EPS

Store Address: Shop 166, 1/F, Union Plaza, No.9 Wo Muk Road, Luen Wo Hui, Fanling, N.T., H.K.

Store Open Hours:

Mon-Sat:  12: 00nn - 8:00 pm

Sun & Public:  1: 00pm - 6:00 pm

Shipping & Delivery

Standard:

Orders delivered to the Hong Kong arrive in 2 – 3 business days depending on delivery location. Orders delivered to the China, Macau should arrive in 7 – 10 business days depending on delivery location. Orders delivered to the other countries should arrive in 14 – 21 business days. These delivery estimates include order processing time.

Express:

Express delivery is only available to our customers who ship orders in Hong Kong. Express delivery orders will be processed on the same day if they are placed by 11:00am (GMT+8) on a business day, and should arrive in 3 business days. Orders placed after 11:00am (GMT+8) will be processed on the following business day, and should arrive in 4 business days. Not all items are eligible for Express delivery.

Returns & Replacements

Unfortunately due to copyright restriction, charts cannot be returned. Please make your selections carefully.

We are also not able to accept returns on opened packages of beads or kits unless the kit is missing an item which should have been included by the manufacturer. Unless goods are faulty, we can only accept returns where the packaging of beads and kits has not been opened and ALL RETURNS must be made within 30 days.

Floss and fibers are also not accepted for returns. Please make your selections carefully.

If you are not satisfied with any other goods supplied, you may return them within 30 days for a refund. All returns must be in a condition suitable for resale. There is a 15% restocking fee on returned items and shipping costs are nonrefundable. If an item is returned for exchange - additional shipping will be charged on the new item being sent. If a package is returned to KCH Handicraft due to a package being refused - shipping costs are not refundable and the 50% restocking fee is still applied. No refunds can be made until the returned items are received in our store. If a package is returned to us due to the customer entering an incorrect shipping address - additional shipping will be charge to resend the package to the correct address.

Please contact us first to obtain instructions and a returns number allocated. This will ensure a speedier return/refund/credit process and will avoid packages arriving in store without sufficient information.

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