Shipping and Returns
Delivery in Hong Kong
Free in store collection.
Tracked shipping starts from HK $50.
* If delivery address falls under the following category, we will not be able to guarantee fulfilment of the order but if we can fulfil the order an additional surcharge will be applied to the delivery fee regardless of order size; address requires stairs to access, in restricted areas, road which prohibits truck weighted 5.5 tones or above, boat house/boat, construction site, container terminal, addresses where goods delivery have to go through the balcony.
Delivery Outside of Hong Kong
At the moment, we are not offering shipping outside of Hong Kong. However you can still contact us for any potential orders outside of Hong Kong.
Upon confirmation of your order, you may choose to pick up your order directly from us and the delivery fee will be waived.
- You will also be required to present the order confirmation number and your valid HKID/passport when the order is collected. If you cannot collect the products yourself, the HKID/passport of the person named as collector together with your written authorization should be presented when the order is collected.
Delivery Lead Time
In Stock Items will be typically dispatch within 3 business days upon order confirmation
Pre-Order Items orders will be determined by lead time. Upon order confirmation, you will receive an estimated time of arrival from the item's manufacturer. You may also contact us for the latest updates on your delivery.
In the event of disruptive weather, traffic, events or uncontrollable conditions, such as rainstorm and typhoon warnings. In such scenarios, delivery service will be suspended and delivery appointment will be rescheduled. Should you have any questions please do not hesitate to contact us.
Delivery date provided by us is only an estimate date and we will not be held liable for any claims arising from delay in delivery due to strikes, accidents, unavailability of materials or events beyond the reasonable control of the company.
Delivery address provided to us during order placement must be a complete and accurate delivery address We will not take responsibility for item(s) which go missing or delayed due to inaccurate or incomplete delivery address information. Once products are dispatched to the third party logistics company, we have no direct control over the delivery of your products.
Unless otherwise stated, this Exchange Policy applies to both in-store purchases and online purchases.
Merchandise may be exchanged (subject to stock availability) within 7 days of delivery provided that:
Customer will incur all cost of returning the initially purchased Merchandise to One Small Step.
Customers will incur all cost of the additional delivery fee of the exchanged Merchandise from One Small Step to customer's desired address.
All tags, certificates, warranties, care instructions, product labelling, authenticity cards, dust bags and boxes are intact and returned together with the Merchandise;
The original invoice is presented;
The Merchandise does not fall within the category of “Excluded Items” as defined below;
The Merchandise is in Sellable Condition as defined below
Exchanges outside 7 days of purchase or delivery of Merchandise will not be accepted.
If the customer selects Merchandise of lower value than the original Merchandise purchased then in One Small Steps sole discretion, the price difference will be credited to the credit/debit card used by the customer for purchasing the Merchandise or any designated account in the same name of the customer (as the case may be).
“Sellable Condition” means that the Merchandise is still in its original packaging with the original labels and price tags still attached; that the Merchandise is unused, uncleaned, unaltered and in the condition originally sold; and that the Merchandise is not damaged or soiled in any way.
No exchange will be accepted for the following items which are defined as “Excluded Items”. Merchandise that is not in Sellable Condition, furniture, lighting, pillows, mattresses, bespoke Merchandise, custom orders, vintage Merchandise, antiques, unique and fragile Merchandise, Merchandise invoiced as “no refund”, “no return", "no exchange”, Pre-sale, Sale, Aged Stock Merchandise, sold “as is” or Gift Cards (“Gift Card”).
The only exception permitted in the case of Excluded Items is in the case of faulty or damaged items (“Defective Merchandise”). In this case the Merchandise will be returned to the Supplier or for independent assessment by a third party to determine whether the Merchandise is defective. Merchandise damaged as a result of fair wear and tear will not be accepted as defective. If the Merchandise is determined to be Defective Merchandise, the customer will be entitled to repair or full refund as appropriate within the circumstances at the sole expense of the Supplier. One Small Step will use its best efforts to secure such repairs or refund on behalf of the customer but accepts no liability whatsoever howsoever arising for the defective items supplied by the Supplier.
Once order has been submitted, One Small Step will not accept any refund or cancellation under any circumstances, unless Merchandise is defective
Return of Defective Merchandise
For any returns of Defective Merchandise, customers must contact One Small Step within 24 hours of delivery. Shipping, tax and duties on the Defective Merchandise will not be charged. One Small Step reserves the right to request photographic support regarding Defective Merchandise before authorising a return. If requested, the customer shall sign a waiver to indicate their acceptance that One Small Step assumes no liability in respect of the Defective Merchandise but will present it for inspection to the Supplier or an independent third party for assessment.