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Help / FAQ

Order
How can I order?
To purchase an item from zixag.com, you will first need to register. When you register, you are required to provide your name, email address, contact number and delivery address. Please be noted that all these information should be true, accurate, current and complete in all aspects. If there is any changes, please notify us immediately by sending an email to shop@zixag.com. We might also change the requirements from time to time.
Are the items reserved in my shopping cart?
All orders are subject to acceptance and availability. The items in your shopping cart are not reserved and could be purchased by other customers. If unfortunately your lovely purchase is out of stock, we will send you a notification email within 24 hours and charge will not be generated.
Do I need to pay for taxes?
Prices shown on our site are in HKD, and are exclusive of any forms of value-added taxes (VAT). However, taxes and duties applicable to your order are based on the shipping country of your order. There might be Import duty or tax costs invoiced to you directly from Fedex or SF express. We recommend you to contact your local customs authority for the duty or tax before checking out at our site.
Shipping Method & Cost
How do we ship the goods?
Normally, we provide free shipping for local, China and Macau orders. S.F. Express delivery or HK Post will be used.
For International orders, we will provide free shipping for orders over $2500 and HK post will be used, otherwise the delivery fee will be charged by weigh.
However, there are always exceptional cases. Subcharge might be resulted for bulk products or some special orders. Please check with us if you are not sure.
How long will my order arrive?
Orders will be shipped within 48 hours usually. If we cannot make it due to various reasons, we will email you the new shipment date. For shipments to local, China and Macau, it will take 5-7 working days to arrive; for the rest of the world, it will take 7-14 working days to arrive.
Important information
Before we can ship out your purchase, paypal may need to confirm your details with your card issuer. Please enter your details correctly for a safe and happy shopping experience.
How can I track the order?
We’ll send you an email with tracking information when your order ships. Just wait for it.
Payment
What payments do you accept?
zixag.com now only accepts PayPal. We do love cash, but only if you come to our stores at Tsim Sha Tsui and Sheung Wan in person. We also have many security measures implemented to secure your personal data. But we never store your credit card information. For further details, please check out our privacy policy.
Exchange & Return
What’s your exchange policy?
If your goods are defective or broken, you could return them and exchange items with same amount for once within 14 business days from delivery date. But please drop us an email to return@zixag.com before you’re going to return them, explaining what happened as detailed as possible for us to have a smooth processing.
And the goods should be returned to the following address with a completed return form:
Zixag
10A, Cheung Lung Industrial Building
10 Cheung Yee Street, Cheung Shan Wan, HKSAR
However the following items are not accepted for returns / exchange:
  • Accessories (sunglasses, umbrellas)
  • Personal Cares
  • Books & Prints (stickers, stationary)
  • Home (candles)
We understand that you might have another thought on the colours of your purchase, but we are regret to tell you that we do not accept exchange items because of such reason. So choose wisely.
*Upon dispute, Zixag reserves the right to make the final decision on all return cases.
How long will it take if I need replacement?
Usually, the replacement will arrive in your hands within 5 business days. And the shipping fee will be on us.
Will refund be possible?
Refunds could be made for the original purchase amount. What you need to do is to email to return@zixag.com with the original invoice within 14 days of receiving your purchase. All refunds will be transferred back to your PayPal account.
PayPal will finish the refund transaction within 5 working days. However, in some cases, it might take up to 30-60 days to finish the process depends on the payment terms of your credit card.
Privacy Policy
We respect the privacy rights of our online visitors and recognise the importance of protecting your personal information. We have adopted a corporate wide Privacy Policy that guides how we collect, store, and use the information that you provide us with. By visiting www.zixag.com, you accept and consent to the practices described in this Privacy Policy and the Terms we have put on the site.
By registering, you are consenting to the collection of your personal data. If an order is placed with us, we need to hold personal information including but not limited to your name, email address, phone numbers, home address, shipping and billing address(es) so that we can process and fulfill your order. Your details will never be shared with third parties and will only be used to process your order. We do not sell your details to third party marketing companies.
We may also obtain information as a result of authentication or identity checks. Sometimes we may ask for your telephone number. This number may be given to our courier for delivery services. These details allow us to process your order and to let you know the status of your order.
We may also use your personal information to send you marketing updates but only when you feel like providing us.
If you have any questions, concerns or notices of violations to the above terms, please contact us by sending an email to shop@zixag.com