Frequently asked questions

Here you can find answers to the most common enquiries we receive, which makes it quite long - but please scan through to see if it answers your question as it may save you the trouble of sending an email, and if not, contact us.

My order has shipped but has not arrived, where is it?

It is our experience that most packages arrive at their destination within the times stated in the information below. If your order has not arrived and has been shipped using Standard Mail please do not contact us until a minimum of 14 days have passed. We will then be able to assist you.

By Standard Mail within HK

We can usually expect items sent by Standard Mail within HK to arrive within two to five days from shipment. However, if after 14 days from the shipping date the parcel has not arrived, please email us at enquiries@bookazine.com.hk with confirmation of your shipping address.

I have been informed that my item is out of stock, and on order with the suppliers. When can I expect to receive the item?

If an item is out of stock at the time you place your order, we will request the goods from our suppliers. Most items from major suppliers should be received at our warehouse within  21 days. We keep in close contact with our suppliers and place orders with most of them on a daily basis.

Special Orders

If your order status is 'Special Order' then you can rest assured that the utmost is being done to acquire your item, though delays may occur if the item is out of stock with the suppliers. We are unable to provide you with an exact date that the ordered item will reach us.

You will not be charged until the item comes into stock and is ready to be shipped.

Overseas publications

Import titles that are not in stock at the time of your order must be ordered from overseas suppliers. These are usually received within 21 days, but waiting times may stretch to a month.

Can I cancel my order?

Orders are considered valid even if payment has not yet been received. Customers who wish to cancel their orders should inform us in writing as soon as possible. Once the order has been entered and submitted to our suppliers, the order cannot be cancelled. Orders will be considered as \\\'returns\\\' once we have processed your order and there will be a handling fee of 25% of the order value with a minimum of HK$10 per item.

Please note postage must be paid to return unwanted items.

Bookazine Returns Depot - 1902, Hing Wai Centre, 7 Tin Wan Praya Road, Tin Wan, Aberdeen, HK.

For the return of high value goods, we recommend that you use a recorded delivery service, as we cannot be responsible for non-delivery of returned items.

How can I return an incorrect, faulty or damaged item?

HK customers

Should you receive any items that you did not order, or that prove to be faulty, please call us on +852 2555 0431 (Monday-Friday, 8:30am-5:30pm) to obtain authorisation to return. 

Overseas customers

Please call us on +852 2555 0431 or email us at enquiries@bookazine.com.hk to obtain authorisation to return.