FAQs
Shipping
Q: Do you offer free shipping in Hong Kong?
A: Yes! Orders of HKD 500 or more ship free. For smaller orders, a HKD 30 fee applies.
Q: How long will delivery take?
A: Ready-to-ship items usually arrive in 5–7 business days. Made-to-order pieces may take 8–12 days. If there’s any delay, we’ll keep you updated.
Q: Do you ship internationally?
A: Yes, we ship to many countries in Asia, Europe, and beyond. Shipping costs and delivery times vary by region—please check the Shipping Policy or enter your address at checkout for details.
Taiwan & South Korea
Q: Why do I need to provide my national ID number for Taiwan orders?
A: Taiwan customs requires this information to process shipments. You’ll find a box at checkout to enter your ID number securely.
Q: How should I enter my address for South Korea?
A: Please use the Latin alphabet (Romanization). Korean characters may cause delays or errors in processing.
Returns & Exchanges
Q: Can I return or exchange my order?
A: Exchanges are available for ready-to-ship, full-price items of equal value within 14 days of delivery. Made-to-order, custom, pre-order, or sale items are not eligible for return or refund.
Q: Who pays for return shipping?
A: Customers are responsible for return shipping costs. Returns are accepted only for items with a genuine defect, with proof provided.
Repairs & Warranty
Q: Do your products come with a warranty?
A: Yes, all jewellery is guaranteed for 1 year against design defects. Natural variations in materials are normal and not considered defects.
Q: What if my item arrives broken or defective?
A: Please email us at hello@hollywoodroadstories.com with photos and your order number. We’ll assist you with repair or replacement options.
Duties & Taxes
Q: Will I need to pay customs fees?
A: Duties and taxes are determined by your country’s customs agency and are the buyer’s responsibility. If fees are unpaid, parcels will be returned to us, and refunds will be issued minus any administrative charges.
Q: How can I make sure my order arrives smoothly?
A: Double-check your shipping address at checkout. Incomplete addresses may cause delays or returns, and reshipping fees may apply.