This policy applies to orders and delivery arrangements offered by WING HUI COMPANY through winghuicompany.com.

Last updated: 2026-09-21

1. Order Processing Time

• After payment confirmation, orders are normally processed within 1–2 business days.
• Orders placed on weekends or public holidays will be processed on the next business day.
• During peak seasons (e.g. Lunar New Year, Mid-Autumn) processing may take 2–3 business days.
• If items are out of stock, we will contact you within 24 hours to arrange an exchange or refund.

2. Delivery Methods, Estimated Times & Fees

Notes:

1. Delivery times are estimates from dispatch and may be affected by weather, traffic, customs or other unforeseen events.
2. In-store collection is only available when requested in advance and confirmed in writing (email or message) by customer service. Do not go to the premises without confirmation.

3. Delivery Coverage

• Local: Covers Hong Kong, including outlying islands.
• International: Supports most countries and regions. If your destination is not listed at checkout, contact customer service.

4. Shipping Calculation

• Shipping fees are based on weight, volume and destination and will be shown at checkout.
• Local orders over HK$500 (after discounts, before shipping) qualify for free shipping at checkout.

5. Order Tracking

• Delivery orders: After dispatch you will receive a confirmation email with a tracking number and courier details.
• In-store collection: Customer service will notify you by email or message when the order is ready for pickup.

6. Delivery Attempts & Failed Deliveries

• Couriers will attempt delivery to the address provided. If no one is available, a notice may be left with re-delivery or pick-up instructions.
• You are responsible for providing accurate delivery information. The company is not liable for delays or non-delivery due to incorrect address or unreachable contacts.
• Returned parcels may incur additional fees for re-delivery.

7. International Duties & Clearance

• International orders may be subject to import duties, taxes and clearance fees imposed by the destination country; these are the recipient's responsibility.
• The company cannot predict or control such charges; please check with local customs before ordering.
• If you refuse to pay duties and the parcel is returned, refunds will be issued after deducting original shipping and return costs.

8. Special Handling

• Products such as dried seafood, ginseng, bird’s nest and cordyceps require moisture- and shock-protective packaging; please follow storage recommendations after receipt.
• Damage due to improper storage after delivery is typically not covered by the returns policy.

9. Order Changes & Cancellations

• If you need to change address or order details after payment, contact customer service within 24 hours of payment if possible.
• Orders already in packing or dispatched cannot usually be changed or cancelled.
• If an unpaid order is cancelled before dispatch, refunds will be processed to the original payment path (timing depends on the payment provider).

10. Returns Summary

If you have an issue with received goods, please follow these requirements:

Return conditions

• Submit a return request within 7 business days of delivery or collection.
• Items must be unopened, unused and in original packaging to be eligible for return.
• Opened food items (ginseng, dried seafood, bird’s nest, cordyceps, etc.) are generally not eligible for return for hygiene and safety reasons.
• Items collected in-store are not eligible for return after leaving the premises unless there is a quality issue.

Return process

1. Contact customer service with your order number, reason for return and photos.
2. Customer service will reply within 1–2 business days to confirm eligibility.
3. If accepted, instructions and the return address will be provided. Keep courier receipts.
4. Once we receive and inspect the items, refunds will be processed within 7 business days.

Refunds

• Refunds are normally returned via the original payment method; shipping and handling fees may not be refundable.
• Refund processing time depends on banks or payment platforms and may take 3–7 business days.

11. Exchanges

• If items arrive defective or incorrect, contact customer service within 3 business days with photo evidence.
• Where confirmed, we will arrange exchange or full refund and cover return shipping costs.

12. Contact Us

For delivery, returns or order enquiries, contact:

• Email: chendongming1984@gmail.com
• Telephone: 56210523
• Contact arrangements: Please contact us by telephone or email; response times depend on actual circumstances.