Free HK shipping for orders over $300

FAQ

Orders

I need to cancel or change my order, what do I do? 

For changes in addresses, cancelations, or modifications to your order, please reach out to shop@zixag.com within 30 minutes of your order with “Order Change” in your title, and order number (eg. Z123456 in your message. We cannot make any chances to your order after we send out a shipping notice  with a tracking link.

Cancellations and modifications are available only during business hours: Monday to Friday 9am to 5pm Hong Kong Time (GMT +8).

What payment methods do you accept?

For online orders, payment is processed securely by Shopify and accepts: Visa, Mastercard, American Express credit cards. Paypal is processed via Paypal directly. 

In our physical store, we accept Visa, Mastercard, American Express, EPS, Union Pay, and Hong Kong Dollars.

Can I reserve a product prior to an in-store visit?

If you’d like to reserve or enquire about any products, reach out to us via the messenger below or via shop@zixag.com.

Products listed as “sold out” on zixag.com generally are also out of stock in-store.  

Can I waitlist for an out of stock product?

If you'd like to be notified when items restock, click the "notify me" button at the product page for the out-of-stock item. You'll get an email notification when items restocks.

We do not guarantee that items will restock.

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

Which countries do you ship to?

We are currently shipping to Hong Kong and select countries. If you are interested in a purchase and don’t see your country on the list, message us at shop@zixag.com and we’ll try to help!

How long does shipping take?

Hong Kong orders placed by 12pm generally ship out same day, and arrive within 1 business day. 

International orders generally ship out within 1-2 business days. 

*Due to Covid, we cannot reliably predict transit times. 

Can I pick up in your Hong Kong store?

You can select two options for shipping at checkout.

  1. Deliver to your door. 
  2. Deliver to a partner location via S.F. Express (Hong Kong only).

You will have the chance to enter a shipping address or location at the Shipping portion of checkout.

Do I have to pay Customs & Taxes on international orders?

Depending on your location, you may be charged custom fees or sales tax. We cannot forecast the fee, set pre-pay, or lower the total value of goods. You will be responsible for any fees beyond usual order proces

Returns & Exchanges

What items can I return?

In Store

Products with manufacturing defects may be exchanged for a new one within 14 days of purchase.

Items that cannot be returned includes

  • Paper Goods
  • Drinkware
  • Clothing
  • Umbrellas
  • Eyewear
  • Books
  • Towels
  • Pillows
  • Blankets

Promotional or discounted items are sold as-is, and cannot be returned or exchanged.

How do I make a return?

You may return most items within 14 days of an in-store purchase, or within 14 days of receipt for online orders.

You may return most items via mail or drop in, to our Hong Kong store or warehouse. Please email shop@zixag.com with your order number and return request  to get started.

A few things to note:

  • Returned items must come with original packaging, and in original condition. 
  • Pre-ordered items sold at a discount and products marked as “final sale” items cannot be returned. 
  • International orders – A flat rate of $15 will be deducted from your refund to cover return shipping and handling. 

When can I expect my refund?

Once we’ve received a return with no issues, we’ll process your refund, minus restocking fee listed in our Return Policy. The refund will be credited back to your payment method. Please note this process can take up to 30 days.

I received a damaged, defective, or incorrect item. What do I do?

If you’ve received an order containing a damaged, defective, or incorrect item, please email us at shop@zixag.com with your order number and a photo of the issue within 1 business day of receipt. 

Do you offer a warranty on your products?

While we do not office a blanket warranty for the products in our store, many of the brands we work with do offer a warranty for normal wear and tear. Please contact the brands directly with issues first, and we can assist as well if you are unable to reach them. 




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