Shipping & Returns

Delivery service (applicable if you have selected to have your order(s) delivered to a designated billing address)

You may enjoy free delivery service to your specified billing address when your order satisfies our minimum purchase amount at HK$1,000 at our online shop (as specified under your invoice). For purchase amount below HK$1,000, a delivery charge of HK$100 shall apply.
Delivery service is only available at addresses located in Hong Kong Island, Kowloon, New Territories, Tung Chung, Discovery Bay and Ma Wan. This service is available from 10am to 9pm between Monday and Saturday (excluding public holidays)
Should you have any inquiry about delivery, please feel free to contact our Customer Service Department (cs@pettoshoppu.com).
For successful orders placed at our online shop between 9am to 5pm between Monday and Saturday (excluding public holidays) and confirmed by us via email, the estimated time for delivery to your specified billing address will be about the 14 business day.
We will deliver as scheduled to the best of our ability. Delivery may be affected due to seasonal factors (e.g. special promotional events) and festive periods (e.g. Christmas or Chinese New Year) as we may need to cope with high volume of orders.

Delivery service is not available:
- at non-permanent address, restricted areas, outlaying islands, hotel guest rooms, ports, marinas and warehouses;
- where there are no authorised or legitimate unloading area within 50 metres of the building of the delivery address.

After your order has been accepted, we will confirm with you about the expected delivery time and date. Please check whether all your ordered items are delivered against the invoice/delivery note (as the case may be) upon delivery, then sign and return the delivery note to our courier to confirm your acceptance of goods.
In case where the deliveries are delayed due to hoisting of typhoon signal no. 8 or above or black rain storm signal, we will try our best to arrange the products to be delivered on the next day.
If you fail to receive your ordered products upon the first delivery appointment or you give us inaccurate information on your address, we reserve the right to charge you an additional delivery fee for subsequent delivery(es).
All expected delivery dates and time are estimates only. We shall not be liable for any loss or damage incurred or suffered by the customer as a result of any late delivery.
We reserve the right to charge storage fees as an additional cost (subject to actual cost accrued) in the event that you fail to receive the ordered products within 2 weeks from the date of order confirmation not arising from our faults. In such case, you are required to settle any outstanding fees before you can collect your order.
In case of any dispute, our determination shall be final.

You are entitled to exchange products which are found to be damaged or not in good condition upon delivery. In such case, you can contact our customer service department to make arrangement for exchange within 7 days of receipt. Otherwise under normal circumstances, we would not accept any request for exchange of products or cancellation of orders.
Goods exchange will be accepted only if the item is returned in an original and saleable condition (which means the item remains unworn, unwashed, unaltered, undamaged or otherwise unused with original tags / labels intact and in its original packaging).
If we agree you are entitled to an exchange but the products to be exchanged are sold out, you may return such product to us and apply the amount paid to buy alternative product(s).
In exceptional case at our sole discretion, we will refund the amount paid to your credit card bank account (takes about 4-6 weeks).
Original sales receipt or relevant electronic receipt must be produced to us for the request of a product exchange.
All gift items must be returned together with the returned products. Otherwise the retail value of the gift item would be deducted from the refund.

Title to the product shall remain vested in us until we receive full payment of the price, and risk shall pass to the customer upon delivery / collection of the product (as the case may be).
For any ordered goods remain undelivered for 6 months from the date of order confirmation or storage fees remain unpaid for over 6 months, we shall have the right to dispose of such goods at our own discretion without further notice to you. In such event, we shall not be liable to make any refund or compensation to you; and we reserve the right to continue claiming you for the outstanding storage fees.
We shall under no circumstances be liable for any loss (whether direct or indirect) of revenue, loss of profits or any indirect or consequential loss whatsoever suffered, sustained or incurred by you or by other person arising (directly or indirectly) out of the sale and purchase transaction with you.