Delivery Terms and shipping fees


How much for the shipping fees?

HKD 50 / Free (Orders over HKD300)

* Excluded shopping coupons, shopping vouchers, other discounts, and shipping charges.
** Free delivery service only applies to all bedding category orders.

1 Bedding

1.1 All bedding orders are shipped by Kerry Logistics.

1.2 It takes around 1-3 working days to process the orders. Then the products will be soon shipped from our warehouse to Kerry Logistic.

1.3 Once shipped, Kerry Logistics will send out an “Order Confirmation” SMS with the order number and logistics information for customers to track the order.It is expected to receive the products around 7-10 workings days once your order is placed.

1.4 The drivers from Kerry Logistics will contact the customer an hour before the delivery time and location.

1.5 The general delivery time is:

Monday to Saturday (except Sundays and public holidays)

Delivery time:09:00-18:00 (Monday to Saturday)

                    09:00-13:00 (Saturday in industrial area)

* Please note that post office boxes and any controlled areas are not able to arrange delivery services.

* Delivery dates for Tung Chung City are on Tuesday, Thursday and Saturday.

* Delivery services are not available in the following areas: Ma Wan, Chek Lap Kok (including Hong Kong International Airport), Hong Kong Disneyland, Discovery Bay, Ngong Ping 360, Cheung Chau, Lantau Island, Mui Wo, Tai O, Peng Chau and Lamma Island.

* If the actual shipping cost of the orders’ address is different from the original ones, you must pay the extra fees directly to Kerry Logistics when you pick up the goods.

++ SF Express self-pick up service

In order to provide a better shopping experience, Casablanca eshop has included SF Express station and service center for pick-up service. Customers can choose pick-up locations on the checkout page to enjoy more flexible pick-ups.

 

*Please provide a valid mobile phone number for receiving notification of pickup SMS from sf express.

* After the order is delivered to the designated SF Express Station, the SF Express will send a sms to notify the customers. Please pick up the goods within three days after you have received the sms notice.

**If the shipment arrives at the self-collection Centre or the customer is successfully contacted, the free storage period will be 6 days from the day the customer is contacted. If the customer fails to pick up the goods within the free storage period, the storage surcharge will begin on the 7th day. Pickups / dispatches will be charged on the same day.

 

Fees are as follows:

Express weight                                Charge amount

0.5 kg or less                                  Waived fees

More than 0.5 kg # to 40 kg             HKD/MOP 1 per day per kilogram*

 

# More than 0.5 kg but less than 1 kg is also calculated as 1 kg

--- Final charges will be rounded to the total charge

**** If you need to relocate to a different area of the SF station or service center for pickup, customers need to pay for extra service fee $10HKD.

 

Please note that:

This service is only applicable to bedding products and does not include mattresses.

Due to the inventory restriction at SF express station, the size of the parcel must be:

Maximum volume: 70x40x32 cm

Weight limit: 20 kg or less. Details can be found on the SF Express website.

Packages which size exceeds the upper limit will be transferred to the nearest SF Express Service Center and reissued upon request.

2. Mattress

2.1 All mattresses are sent directly from our warehouse and are delivered by us.

2.2 It takes around 20 working days to deliver after the order is placed. We will directly contact with the customer for arranging the delivery time and date.

2.3 One day before the delivery, our logistic department will call the customer to confirm the delivery address and time.

2.4 If the delivery address cannot be reached by lifts, customer need to pay additional fee HK$50 /each floor for each piece. The sixth floor is $60 HKD and it is up to the sixth floor.

2.5 If the truck (5.5 tons or more) cannot get through the building door and needs to push the goods, or if the building does not have a lift or the goods are too large to enter, the customer is required to pay extra fees. It will be further negotiated with the customer before shipping.

2.6 We are not responsible for any purchases that cannot be entered or installed due to limitations in the size of the door of the home or other circumstances.

2.7 If there are bad weather warning and other sudden incidents, the delivery service will be suspended and we will contact the customer to make further arrangements.

* Please note any controlled areas are not able to arrange delivery services.

* The following remote areas will be subject to an additional surcharge of HK$150 per order: Tung Chung, Ma Wan, and Outlying Islands (only for delivery to the outside port terminals). Discovery Bay requires a surcharge of HK$300 per order.

* All mattress orders will be arranged according to the quantity of stocks or will be ordered in a timely manner. After order is confirmed, we will contact you within 3 working days.

If you miss the delivery or want to change the delivery time?


         Bedding

1.      No worries. Kerry Logistic will try to dispatch the items for twice. If there is no one received the products, Kerry Logistic will leave a message or call the customer and will send it again on the next business day.

2.      If the customer has received the order tracking number (via sms), it is welcome to contact Kerry Logistic to arrange the delivery time or request another arrangements.

Kerry Express - Call +852 3513 0888


Mattress

1.      If there is any change in delivery address or time, customers must call us at +852 2687 5113 within two working days before the scheduled delivery date. Otherwise, we will charge HK$ 150 per bed and extra fees for remote areas (if applicable).

2.      The new delivery date must be three working days after the change of the date.

3.      If the customers are not available to collect the mattress within the specified time, we can provide 3 months free storage period. If it exceeds three months, we will charge deposit fee of $200 per month(less than a month will also be counted as a month).

Undeliverable orders?

Beddings

1. If the customer fails to receive or pick up the goods within seven working days after it is shipped, or if it is returned due to reasons such as unsuccessful delivery and rejection from recipients, such packages will be returned our warehouses.

2. We will not arrange delivery until our customer service team successfully contact the customers to follow up on the delivery.

Mattress

1. If the delivery needs to be rescheduled due to customers’ personal reasons, the customer must pay HK$150 per bed and surcharges in remote areas (if applicable) as administrative fees.

2. The new delivery date must be three working days after the change of the date.

3. If the customers are not available to collect the mattress within the specified time, we can provide 3 months free storage period. If it exceeds three months, we will charge deposit fee of $200 per month (it will be counted as a month even if it is less than a month).

Return Policy

  1. Once the order is confirmed, we will not accept any request of refund.
  2. It will be exchanged ONLY on faulty items or items send in error.Product pictures are for reference only.The actual product should prevail.
  3. Please contact us by sending email to eshopcs@casablanca-home.com along with a photo of the defective part of the product, order number and product code within 14 days from the date of your receipt. 
  4. After checked and approved by us, you may contact any local courier services to collect the return package. We will bear the delivery costs for return (up to $80 and please keep the receipt) and arrange exchange within 14 working days.

Returning address:

5/F Yan Hing Centre, 9-13 Wong Chuk Yeung Street, Fo Tan, Shatin, N.T., Hong Kong


Please notice that:

1.          All return and exchange are only for regular priced items. Sales or promotion items are not included. 

2.          Any damaged, washed, modified, tailor made or broken products, used pillows or quilt and gifts cannot be returned or refunded.

3.          Any request of return or refund over 14 days will be declined.

4.          Please keep the products in good condition and has all its labels on it.

5.          In case of any dispute, Casablanca HK reserves the right of final decision.

6.          The maximum difference in bed size is 2%. The dimensions in this range are not counted as errors and will not be replaced as a result.

7.          Any replacement items are limited to the same model, color, and size.

How to get back the exchanged items?

Please go to:

Hong Kong:

802B Fortress Tower, 250 King’s Road, Hong Kong

Store Phone: 31074855

Opening hours: 11:00am-08:00pm

Kowloon:

Workshop No. L(1), 3rd Floor Camelpaint Building, Block III, 60 Hoi Yuen Road, Kwun Tong

Store Phone: 34210651

Opening hours: 11:00am-08:00pm

Rm 1721, Gala Place, 56 Dundas Street, Mongkok

Phone: 31014891

Opening hours: 11:00am-08:00pm

New Territories

Shop 11, G/F, Yuen Fat Building, 71 Sau Fu Street, Yuen Long

Store Phone: 24336399

Opening hours: 11:00am-09:00pm

Return and Refund Policy


Once the order is confirmed, we will not accept any return and request of refund.

If you have any problems with the products’ quality, please contact us by eshopcs@casablanca-home.com with the order number, name and phone number within 7 working days of receiving the shipment. We will follow up as soon as possible .All exchange requests are limited to regular-priced items and do not apply to all promotions or special offers.