Shipping Policy

At ** Neutrl HK**, we carefully pack and prepare each order to ensure your items arrive in good condition. Please read our shipping policy below before placing your order.

1. Order Processing Time

All orders are processed within 2–5 business days after payment has been confirmed, excluding weekends and public holidays.

During peak periods, product launches, promotions, or holidays, processing times may be slightly longer. We appreciate your patience and understanding as we are a small independent brand.

2. Shipping Areas

We currently ship to:

• Hong Kong

If your location is not available at checkout, please contact us before placing an order.

3. Local Delivery in Hong Kong

For orders within Hong Kong, delivery usually takes approximately 2–5 business days after the order has been dispatched.

Delivery time may vary depending on the courier, delivery location, weather conditions, public holidays, or other unexpected delays.

4. Shipping Fees

Shipping fees will be calculated and displayed at checkout before payment.

We may offer free shipping promotions from time to time. Any free shipping offer will be subject to the terms stated on our website or promotional materials.

5. Order Tracking

Once your order has been shipped, you may receive a shipping confirmation email or message with tracking information, if tracking is available.

Please allow some time for tracking details to update after dispatch.

6. Incorrect Shipping Information

Customers are responsible for ensuring that all shipping details are accurate before completing an order.

Please check your:

• Full name

• Delivery address

• Contact number

• Email address

We are not responsible for failed deliveries, delays, or lost parcels caused by incorrect or incomplete shipping information provided by the customer.

If you notice an error after placing your order, please contact us as soon as possible. We will try our best to assist, but we cannot guarantee changes can be made once the order has been processed or shipped.

7. Failed Delivery or Unclaimed Parcels

If a parcel is returned to us due to failed delivery, incorrect address, or being unclaimed by the customer, additional shipping fees may apply for re-delivery.

Original shipping fees are non-refundable.

8. Lost or Delayed Parcels

Once an order has been handed over to the courier, delivery times are handled by the courier service.

We will do our best to assist if your parcel is delayed or appears to be lost, but we are not responsible for delays caused by courier services, customs, weather, public holidays, or other circumstances beyond our control.

If you have not received your order within the expected timeframe, please contact us with your order number so we can help check the delivery status.

9. International Shipping

For international orders, delivery times and fees may vary depending on the destination.

Customers are responsible for any customs duties, import taxes, handling fees, or other charges required by the destination country or region. These charges are not included in our product prices or shipping fees.

Please note that customs clearance may cause delivery delays.

10. Pre-Order or Made-to-Order Items

If your order contains pre-order, the estimated shipping date will be stated on the product page.

If your order includes both in-stock and pre-order items, your order may be shipped together once all items are available, unless otherwise stated.

11. Contact Us

If you have any questions about shipping, please contact us at:

Email: contactus@neutrlhk.com

Please include your order number when contacting us about an existing order.