FAQ

Hi—how can we help?

If you don’t see your question below, email us at service@darcyhong.com and we’ll reply as soon as possible during business hours.

Online Ordering

Can I edit or cancel my order after placing it?
We start preparing orders soon after they’re submitted, so changes/cancellations aren’t always possible. Please email service@darcyhong.com right away with your order number and request.

I didn’t get an order confirmation email.
Please check your spam/junk folder first. If it’s still not there, contact service@darcyhong.com and we’ll confirm your order status.

Do I need an account to purchase?
No. You can check out as a guest. Creating an account can make it easier to save details and review past orders.

What payment methods do you accept?
We accept the payment options shown at checkout (availability may vary by country/region).

Do you offer promo codes?
Occasionally, yes. Please note:

  • Typically one code per order unless stated otherwise
  • Discounts can’t be applied after an order is placed

Shipping & Delivery

When will my order ship?
Most orders are processed within 1–3 business days (excluding weekends/holidays). Delivery time depends on your destination and the shipping method selected.

How do I track my package?
After shipment, you’ll receive a shipping email with tracking (when available). Tracking may take 24–48 hours to update after the label is created.

Do you ship internationally?
We ship to many destinations. If your country isn’t available at checkout, email service@darcyhong.com and we’ll see what we can do.

Will there be customs duties/taxes?
International shipments may incur duties, taxes, or customs fees charged by your local authorities. These are not included in your order total and are the customer’s responsibility.

My delivery is taking longer than expected—what now?
Delays can occur due to carriers, weather, peak seasons, or customs. Send us your order number and we’ll help check the latest status.

Tracking shows “Delivered” but nothing arrived.
Please check around the delivery area, with neighbors/household members, and your building reception/mailroom. If still missing, contact the carrier first, and email us—we’ll assist where possible.

Returns & Refunds

What’s your return policy?
Eligible items can be returned within 30 days of delivery if they are unused, unopened, and in original packaging. Please refer to our Return & Refund Policy for full terms.

Can I return used or opened items?
For hygiene and safety reasons, opened/used items are generally not returnable.

What if my item arrives damaged, defective, or incorrect?
Contact us within 7 days of delivery at service@darcyhong.com with your order number and clear photos of the item and packaging. We’ll review and arrange the next steps.

When will I get my refund?
Once your return is received and approved, refunds are issued to the original payment method. Please allow 5–10 business days for your provider to post the refund.

Home Products & Care

Are your home products safe for everyday use?
Our products are intended for normal household use when used as directed. Please read the product page and any included instructions before use.

What materials are your products made from?
Materials vary by item (e.g., fabric, metal, glass, ceramic, wood, plastic). Each product page lists materials and key specs. If you want confirmation, email us the product name/link.

Is there any odor when opening the package?
Some items (especially fabric, foam, rubber, plastic, or sealed packaging) may have a light “new product” smell. This usually dissipates after airing out for 24–72 hours in a well-ventilated space.

How do I clean and maintain items?
Care depends on the product. In general:

  • Wipe with a soft cloth for daily cleaning
  • Avoid abrasive tools and harsh chemicals unless stated as safe
  • Keep away from high heat/direct sun when applicable
  • Always follow the care notes on the product page/packaging

Will the color/size match the photos exactly?
We aim for accurate photos, but slight differences can happen due to lighting and screen settings. Measurements may vary slightly due to manual measuring—please check listed dimensions carefully if you’re fitting a specific space.

Do items come with assembly instructions?
If assembly is required, instructions are usually included in the box or listing. If anything is missing, email service@darcyhong.com.

Account & Support

How can I reach customer service?
Email: service@darcyhong.com

How fast will you respond?
We typically respond within 1–2 business days, depending on message volume.

Contact Information

Darcy Hong Limited
Room A, 8th Floor, Industrial Building, 39-41 King Street, Tai Kok Tsui, Hong Kong
Email: service@darcyhong.com