All stocks available for sale | Free shipping for orders over HK$300 | Our store only provides local delivery service in Hong Kong

Old members need to re-register with the same email address | Old points and spending amounts will be added back to the account after the system transfer is completed | Points activities will be suspended during the conversion period

FAQ

 

【Return and Exchange Arrangements】

1. Return and Exchange Policy

For returns and exchanges, please contact customer service within 3 days of receiving the goods and provide your "Name", "Order Number", "Contact Number", "Name of Returned Item", "Reason for Return" and photos. Customer service will assist you with the return and exchange process upon receipt.

Before Shipment

- Once an order is placed and paid, it cannot be changed or refunded.

- If the customer insists on changing or requesting a refund, the customer will be responsible for the "transaction processing fee" (3%) for the refunded order/partial product. An additional HKD15 refund processing fee will also be charged. The system will deduct the relevant processing fee and refund the amount to the original payment method.

- For other payment methods and requests to arrange a refund for the order/partial product, please contact us. We will arrange it according to the circumstances.

Return and Exchange Policy

Returned/exchanged items must meet the following conditions:

(I) Items that do not match the order;

(II) Damage or malfunction not caused by human error.

Please retain the original packaging (including the outer cardboard box); otherwise, returns and exchanges will not be accepted.

Exchanges will not be processed for items with the following conditions:

1. Items returned more than 7 days ago or not ordered in this particular order.

2. Not brand new items: Items damaged by human error, soiled, or otherwise damaged, or items with obvious stains or odors will not be accepted for return or exchange. We reserve the final right to determine whether the item has obvious stains or odors.

3. Incomplete packaging: Complete packaging should include the item, packaging bag, box, instruction manual, and accessories.

4. Items that have been altered, such as printing, and are not in their original condition.

5. Damaged packaging or other labels that affect resale.

Each order is eligible for only one exchange. If a customer finds any quality issues or defects upon receiving the goods, they must first notify our customer service staff to initiate the return process. The goods can only be repackaged and returned to our store after confirmation by our customer service staff. (No refunds are offered.)

6. We reserve the right to refuse returns or exchanges due to subjective reasons/personal reasons, such as color difference, discrepancy from expectations, dislike, or unnecessary items.

2. Return Shipping Costs

OTL Mall will bear the return shipping costs for goods in the following situations:

• Goods that do not match the order (including but not limited to product specifications, style, quantity, etc.)

* If not in the above situations, the customer will be responsible for both the shipping costs for sending and returning the goods.

* If we fail to receive the goods within seven days, we reserve the right to cancel the return or exchange.

To avoid any misunderstandings caused by human error or other factors affecting the product, please check the goods within one business day of receipt. If there is a legitimate reason (such as non-human-caused damage or malfunction), the item must be returned to the address provided. Please test the item on-site to ensure it functions properly and is undamaged. (To protect both parties, a face-to-face inspection is recommended; please schedule this appointment three days in advance.)

3. Return Address

OTL Mall

Room 3208, 32/F, Tower 2, Metroplaza, Kwai Fong, Hong Kong

Contact Number: 9157 5245

*If mailing to a repair center is required, the customer is responsible for the round-trip shipping costs.

*OTL Mall reserves the right to make the final decision in case of any dispute.

【Delivery Arrangements】

1. How long after placing an order will the goods be shipped?

Goods will be shipped within 2 business days after placing the order (excluding pre-ordered items).

2. Shipping Costs

Delivery time is based on the delivery time published by the third-party logistics service provider. The following delivery times are for reference only.

*Free shipping on orders over HK$300 (shipping fees will apply for orders below this amount (freight collect)).

3. Can I change the delivery method/address after placing an order?

- To change the delivery method/address after placing an order, please contact customer service before the next business day to process the order.

4. Can the same order be shipped or picked up separately?

Yes, but any additional costs incurred during the order process will be borne by the customer.

5. Combining Orders

If a customer purchases two or more orders and wishes to combine them, please contact customer service. We can arrange for the combined orders to be shipped.

**If both orders have been charged shipping fees, can I apply for a refund after combining them?** **
** We apologize, but free shipping applies only to items meeting certain spending thresholds; therefore, combining orders will not result in a refund of shipping fees.

6. Order Tracking

Each order has a tracking number, allowing you to check its latest status at any time.

7. Out of Stock

If an item is out of stock after you place your order, we will notify you via WhatsApp. OTL Mall offers the following options:

8.1 Exchange for another item of equal or higher value

8.2 Request a Refund

- The refund will be returned to the original payment source within 7 business days.

*OTL Mall customer service will contact you to assist with specific matters. We apologize for any inconvenience.