Payment, delivery and return
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Delivery Methods
Payment Methods
- Credit Card
- Credit Card or PayPal Wallet
Return & Refund Policy
🚫 IMPORTANT NOTICE FOR USA CUSTOMERS 🇺🇸: We have temporarily suspended shipments to the United States due to the current 145% tariffs imposed on packages from Hong Kong. This suspension will remain in effect until these tariffs are lifted. USA customers MUST REFRAIN from placing orders as we cannot fulfill them. Any US orders placed will need to be cancelled, and we will incur non-refundable transaction fees from payment processors. We appreciate your understanding and hope to resume US shipping once the tariff situation improves.
📜 TERMS & CONDITIONS
▪️ All sales are final. We do not accept returns, exchanges, or offer refunds.
▪️ Please watch our detailed product videos completely before making a purchase.
▪️ Product measurements and weights are approximate and may vary slightly from listed specifications.
▪️ Natural imperfections are characteristic of crystals and will be documented in photos/videos in the product listing page.
▪️ All orders are packaged with utmost care, using multiple layers of foam and bubble wrap to ensure maximum protection during shipping. By making a purchase, you agree that minerals are naturally delicate and some pieces may detach during transit despite careful packaging, and we cannot be held responsible for such natural occurrences.
▪️ We cannot be held responsible for packages that are lost, damaged, or stolen after handover to the courier service.
▪️ We are not liable for delivery issues caused by incorrect shipping addresses.
▪️ Import duties and taxes are the responsibility of the customer. Please research your country's customs fees before purchasing.
▪️ For detailed information about shipping times and customs delays, please refer to our SHIPPING INFORMATION section above.
▪️ By making a purchase, you agree to all terms and conditions listed above.
🛒 ORDER MANAGEMENT
▪️ Order cancellations are accepted strictly within 24 hours of purchase. To cancel an order, email info@featherlightdust.com with your order number. Cancellation requests made after the 24-hour window will not be accepted.
▪️ If an item becomes unavailable after your purchase, we will notify you within 24 hours and process a refund.
▪️ Orders from US addresses will be cancelled. Please note that we incur non-refundable processing fees for cancelled transactions, which impacts our small business.
✈️ SHIPPING INFORMATION
▪️ We offer FREE international shipping on all orders (except USA, temporarily).
▪️ A tracking link will be provided for every shipment. Tracking updates are provided by local postal services and may not always reflect the most recent status of your package.
▪️ Your order will be processed within 2 business days.
▪️ International shipping typically takes 7 to 14 business days, depending on your location.
▪️ Delivery delays may occur due to circumstances beyond our control, including but not limited to: customs inspections, public holidays, peak seasons, postal staff shortages, adverse weather conditions, natural disasters, and labor strikes.
▪️ While we strive to ensure timely delivery of all orders, we cannot guarantee specific delivery time frames for international shipments due to customs processing. Orders may be subject to customs clearance procedures, which can cause delays. Customs inspections are random and beyond our control. While your package is in customs, tracking updates may temporarily pause.
▪️ Customs delays can range from several days to several weeks. During this period, we are not responsible for delays, additional duties, taxes, or fees imposed by customs authorities. No refund will be issued while a package is being held by customs, unless the delay exceeds 30 business days from the last tracking update.
▪️ By placing an order, you acknowledge and accept that international shipments may experience customs-related delays and agree to these terms regarding potential holds or delays by customs authorities.
💳 PAYMENT
▪️ We accept PayPal, Apply Pay, Google Pay, and credit cards (Visa, Mastercard, Amex, Discover) via Stripe.
▪️ All prices are listed in USD and exclude VAT/GST.
▪️ Orders will be confirmed via email once payment is received.
💬 COMMUNICATION
▪️ Our business hours are 9am to 9pm Hong Kong time, Monday to Sunday. We may be closed during Hong Kong public holidays.
▪️ We aim to respond to all inquiries within 24 business hours.
▪️ You will receive automated emails for: order confirmation, payment confirmation, and shipping notification with tracking details.
📧 CONTACT US
▪️ Have a question? Write to us at info@featherlightdust.com
▪️ Please reach out if you require product measurements.
🔒 PRIVACY & DATA
▪️ We collect only essential information needed to process and ship your order.
▪️ Your personal data is securely stored and never shared with third parties except as required for shipping.
▪️ By placing an order, you consent to our collection and use of your data for order fulfillment.
▪️ EU customers: We comply with GDPR requirements for data protection and privacy.
🇭🇰 HONG KONG CUSTOMERS
▪️ We provide free local delivery via SF Express.
