Shipping & Delivery Policy

Scope: All orders completed on Filuxe.com, including pre-owned luxury goods (bags, apparel, etc.) and collectible cards (such as PSA graded cards and raw cards).

Version: 2026-11-05 (v1.0)

Governing Law: The laws of the Hong Kong Special Administrative Region

Read together with: Return & Dispute Policy

1. Preferred: In-store Pick Up & Verification

1.1 Why we recommend in-store pick up?

• Inspect the item's appearance, accessories, serial number / graded-slab condition in person
• Our staff will walk you through the condition rating and aftercare advice
• Avoid transit risk and waiting time — collect immediately after verification
• In-store pick up incurs no shipping or handling fees

1.2 Pick-up Flow

1.3 Ready for Pick Up Notification

• When the order status becomes "Ready for Pickup", we will send a Ready for Pick Up notification to your registered email
• The notification includes: order number, item name, store address, opening hours, collection deadline and required documents
• You may visit once notified; we recommend calling the store to book a time slot and minimise waiting

1.4 Store Information

Item	Details
Store address	Shop 120 & 122, 1/F, Rise Commercial Building, 5-11 Grand Lane, Tsim Sha Tsui
Phone	+852 6146 6322
Opening hours	Mon–Sat 10:00–20:00; closed on Sundays and Hong Kong public holidays
Collection deadline	Within 14 calendar days of the Ready for Pick Up notification (email us in advance to extend)
Required information	Order number and the phone number registered at checkout; identity document may be required

1.5 In-store Verification & Acceptance

• Please inspect on the spot the item's appearance, quantity, accessories, serial number / certificate and graded-slab condition
• If the item does not match its description, raise it with our staff immediately and we will resolve it on the spot
• Sign the pick-up confirmation once satisfied; signing constitutes completed handover, after which any dispute is handled under the Return & Dispute Policy
• In-store handover does not involve transit, so transit-damage claims do not apply

1.6 Uncollected Orders

• Please collect within 14 calendar days of the notification; email service@filuxe.com in advance to request an extension
• If uncollected, our customer service will follow up; if we cannot reach or arrange with you for a prolonged period, Filuxe reserves the right to handle the order as appropriate (including arranging re-delivery at the buyer's cost)

2. Order Processing Time

• In-stock orders: Once payment is confirmed, we complete professional inspection, packaging and packing/dispatch within 1 to 3 business days
• Business days: Monday to Saturday, excluding Sundays and Hong Kong public holidays
• Payment confirmation: Based on the Airwallex / Stripe payment success notification; if 3D Secure verification or manual review is required, processing starts from the moment of confirmation
• Cases that may extend processing time (we will notify you separately): stock transfer or pre-order items, additional authentication or certificate verification, holiday / major event peaks, and adverse weather
• If supply ultimately cannot be fulfilled, we will arrange a refund under the Return & Dispute Policy and applicable law

3. Shipping Destinations & Estimated Delivery

Our primary logistics partner is SF Express; international orders may be shipped via DHL, FedEx or other reputable international couriers. All courier orders are sent on a freight collect (Freight Collect) basis, meaning the courier collects the shipping fee from the recipient upon delivery.

Destination	Carrier	Estimated delivery after dispatch	Notes
Hong Kong	SF Express (door delivery / SF station / SF locker)	3 to 7 business days	Outlying islands and remote areas may take an extra 1 to 2 business days
Mainland China	SF Express and partner couriers	3 to 7 business days	Subject to customs clearance
International	SF Express / DHL / FedEx, etc.	7 to 14 business days	Subject to destination customs clearance

• The above are the carriers' reference times, counted from dispatch, and exclude the processing time in Section 2
• Holidays, adverse weather, customs inspection and remote destinations may cause delays
• If a destination is restricted by the carrier or subject to sanctions, we may be unable to ship and will notify you and arrange a refund before dispatch

4. Shipping Fees & Payment Method

• In-store pick up: No shipping or handling fees apply
• All courier deliveries (Hong Kong, Mainland China and international): shipped on a freight collect (Freight Collect) basis. The shipping fee is collected directly from the recipient by the courier upon delivery; Filuxe does not prepay or collect shipping at checkout, nor does it take any margin
• The shipping fee shown at checkout is HK$0 because shipping is not paid at checkout; the actual collect amount is calculated by the courier by weight, volume, destination and surcharges, and cannot be determined in advance
• To estimate the shipping fee in advance, email service@filuxe.com or call +852 6146 6322 before ordering and we will provide a reference figure (actual charges remain subject to the courier)
• If a courier does not support freight collect at a particular destination, our team will confirm an alternative payment arrangement with you before dispatch, and only ship after your consent
• Any return, re-delivery or storage costs arising from incorrect recipient details, refusal, uncollected delivery or overdue collection are borne by the buyer (consistent with the "no shipping refund" clause in the Return & Dispute Policy)

5. Shipment Tracking

• All shipped orders come with an official tracking number
• Once dispatched, our system automatically sends a notification email containing the tracking number and tracking link
• You can check delivery status in real time on the SF Express website / app or the relevant courier's website
• If door delivery fails, the courier will usually re-attempt delivery or ask you to collect from a service point — please watch for SMS / calls
• If tracking has not updated for more than 3 business days, email service@filuxe.com and we will follow up with the courier on your behalf

6. Duties & Taxes

• For orders shipped outside Hong Kong, any customs duties, import taxes, VAT / GST or clearance fees imposed by the destination country or region are borne by the recipient
• Duties and taxes are separate from the freight-collect shipping fee, and both are borne by the recipient; we do not prepay such taxes at checkout and the actual amount is determined by the destination customs authority
• The recipient is responsible for cooperating with customs clearance, including providing identity documents, customs information or paying duties
• If a parcel is returned, detained or destroyed due to unpaid duties or missing documents, the costs and risks are borne by the buyer, and any paid amount is handled under the Return & Dispute Policy
• If you need a commercial invoice, certificate of origin or other customs documents, please request them before dispatch

7. Packaging & High-Value Insurance

• All high-value luxury goods and PSA graded cards are packed to shock-proof, moisture-proof, crush-proof standards
• Luxury goods: individual dust bag / padded filling, outer rigid box and impact protection
• PSA cards: card holder / hard case, anti-static bag and double-wall carton
• The outer carton shows no product name or brand to reduce transit risk
• Every parcel is photographed before dispatch for internal records and future dispute investigation
• High-value orders use signature-required service; for additional logistics insurance, please request it before dispatch (premium varies by item value and destination)

8. Delivery, Risk Transfer & Address Accuracy

• Please provide a correct and complete recipient name, phone number and address; for SF stations / lockers, enter the service point code
• Risk and title transfer to the buyer at: (a) courier signature (including receipt by building management, reception, family or colleagues); or (b) in-store pick up signature
• Any return, re-delivery or re-shipment costs caused by an incomplete or incorrect address are borne by the buyer
• Refusal without valid grounds: the freight-collect charges for both the outward and return journey and related costs are borne by the buyer

9. Lost, Damaged or Delayed Shipments

• If the outer box is visibly damaged, opened or of abnormal weight before signing, please raise it with the courier on the spot, take photos, and you may refuse delivery
• Any transit-damage or item-mismatch claim must follow Section 2 of the Return & Dispute Policy (one-take unboxing video), emailed to service@filuxe.com within 24 hours of signing
• We will respond within 1 to 2 business days and open an investigation with the carrier; the actual claim timeline depends on the carrier's process
• If tracking shows "delivered" but you have not received the parcel, contact us immediately and we will help verify the delivery record
• If a parcel is returned due to refusal or failed delivery, any freight-collect charges already incurred are non-refundable
• Transit-damage claims do not apply to in-store pick up — please raise any issue during on-the-spot verification

10. Force Majeure

Filuxe shall not be liable for any delay in packing or delivery caused by typhoons, black rainstorms, earthquakes, fires, epidemics, customs policy changes, strikes, war, terrorist attacks or other force majeure events, but we will notify you as soon as possible and provide workable options.

11. Contact Us

Channel	Details
Customer service email	service@filuxe.com
Phone	+852 6146 6322
Store address	Shop 120 & 122, 1/F, Rise Commercial Building, 5-11 Grand Lane, Tsim Sha Tsui
Service hours	Mon–Sat 10:00–20:00 (closed on Sundays and Hong Kong public holidays)

When contacting us, please provide your order number and relevant photos / videos to speed up handling.

12. Version, Language & Interpretation

• This policy is provided in Traditional Chinese, Simplified Chinese and English; in the event of any discrepancy, the Traditional Chinese version shall prevail
• This policy does not limit any consumer rights that cannot be excluded under the laws of Hong Kong
• Last updated: 2026-11-05 (v1.0)