Legal & Store Policies
- Shipping & Returns
- Shipping Policy
- Returns & Refunds Policy
- Privacy & Cookie Policy
- Terms & Conditions of Sale
- Legal Notice
Shipping & Returns
Welcome. Here you will find essential information on shipping, returns and refunds. If you still have a question, our team is available Monday to Friday, 09:00–18:00 (Hong Kong time) at support@artisandasie.com.
Shipping
- Processing time: Most orders are dispatched within 2–3 business days. For made-to-order items or certain special pieces, processing may take 7–10 business days.
- Tracking: Once your order ships, you will receive a confirmation email with tracking details (when available).
- Full details: Please see our Shipping Policy.
Returns & refunds
- Returns window: You have 14 days from delivery to request a return.
- Refunds: By default, refunds are issued to the original payment method. Store credit may be offered as an option, but it is not required.
- Return shipping costs: If you change your mind, return shipping is the customer’s responsibility. If an item arrives damaged or defective, we prioritise a free replacement based on photo evidence.
- Exceptions: Custom or made-to-order items, and certain hygiene-sensitive items (for example, earrings) are not eligible for return unless faulty.
- Full details: Please see our Returns & Refunds Policy.
Need help?
To speed things up, please include:
- Your order number
- The email address used at checkout
- Photos if the item is damaged or has a defect
Artisan d’Asie
Customer service: support@artisandasie.com
Mon–Fri, 09:00–18:00 (Hong Kong time)
Shipping from Asia. Tracking available.
Shipping Policy
Last updated: 9 Jan 2026
Shipping destinations
We ship to a curated selection of destinations where we can deliver reliably and within reasonable compliance conditions.
As a general guide, we frequently ship to:
- United States, Canada
- European Union and EEA
- United Kingdom, Switzerland, Norway, Iceland
- Israel, Japan, Singapore
- Australia, New Zealand
- Hong Kong
We do not ship to high-risk destinations, sanctioned territories, or regions with a significant incidence of loss, fraud, or customs complications. If a destination is not available, payment may be blocked at checkout, or we may contact you after purchase to offer an alternative solution, or to cancel and refund your order.
Shipping origin
Orders ship from Asia.
Order processing
Most orders are prepared and dispatched within 2–3 business days.
Custom orders and certain special pieces may require 7–10 business days before dispatch.
If your order requires a longer lead time than the estimate shown on the product page, we will contact you by email.
Delivery times
Delivery times vary by destination and carrier. These timelines are estimates and not guaranteed. Delays may occur during peak periods, due to customs inspections, or because of local delivery partners.
Tracking
When tracking is available, we will email your tracking details after dispatch. Tracking information may take 24–48 hours to appear or refresh.
Customs, duties and taxes
International orders may be subject to customs duties, import VAT/GST, and carrier handling or brokerage fees charged by your country or the carrier. Unless explicitly stated otherwise at checkout, these charges remain the customer’s responsibility. Customs clearance may also delay delivery.
Shipping address
You are responsible for providing a complete and accurate shipping address. If a parcel is returned due to an incorrect address, refusal, or unsuccessful delivery attempts (for example, repeated absence), we may:
- re-ship the order (at your expense, including any return charges billed by the carrier), or
- refund the order minus the original shipping cost and any return charges billed by the carrier.
P.O. boxes and public/commercial addresses
Some carriers do not deliver to P.O. boxes. If you request delivery to a P.O. box or to a public/commercial address, you accept an increased risk of delay or non-delivery. If you are unsure, please contact us before placing your order.
Delayed or lost parcels
Carrier delays are outside our control. If tracking has not updated for an unusually long time, contact us and we will help open an investigation. A parcel is considered lost only after confirmation from the carrier or after a reasonable investigation period.
Parcel received damaged
If your parcel arrives damaged, contact support@artisandasie.com within 48 hours of delivery and include photos of:
- the outer packaging
- the shipping label
- the inner packaging
- the damaged item
Returns & Refunds Policy
Last updated: 9 Jan 2026
Our commitment
We aim to be fair and transparent. If something goes wrong, we will put it right. If you change your mind, we apply clear, simple rules.
Returns window
You may request a return for eligible items within 14 days of delivery (as confirmed by the carrier’s delivery confirmation).
How to request a return
Email support@artisandasie.com with:
- your order number
- the item(s) concerned
- the reason for the return
- photos if the item is damaged or defective
We will reply with instructions and the return address. Please do not send parcels without authorisation. Unauthorised returns may be refused or delayed.
Eligibility and condition
To be eligible, the item must be:
- unused, unworn, and unwashed
- in perfect condition, with its original packaging
- returned with any included accessories (where applicable)
- not damaged after delivery due to misuse or mishandling
Returns for change of mind
If you change your mind, you may return eligible items within the timeframe stated above.
Return shipping costs are your responsibility. We strongly recommend using a tracked service. You remain responsible for the parcel until it is received at the return address we provide.
Refund method
Approved refunds are issued to the original payment method.
Store credit may be offered if you prefer, but it is not required.
Refund timelines
After we receive and inspect your return, we will confirm acceptance or refusal. If accepted, your refund will be processed within 7–10 business days. Your bank may require additional time for the refund to appear on your statement.
Non-returnable items and exceptions
The following are not eligible for returns due to a change of mind:
- custom or made-to-order items
- hygiene-sensitive items once opened or unsealed, including earrings and piercings
- clearance items or “final sale” items where indicated
- gift cards and digital products (if applicable)
Damaged or defective items
If an item arrives damaged or has a defect:
- contact us within 48 hours of delivery
- include clear photos and a short description
The default solution is a free replacement. A return may be required depending on the situation and destination. We will advise the simplest process.
Missing item or packing error
Contact us within 7 days of delivery with your order number and photos of the parcel and its contents. We will resolve the issue promptly.
Disputes and chargebacks
If there is an issue, please contact support@artisandasie.com first. Most situations are resolved faster than a chargeback.
If a chargeback is opened without prior contact, we may provide our payment provider with evidence (order details, shipment, delivery, and communications) to challenge fraudulent or abusive disputes.
Privacy & Cookie Policy
Last updated: 9 Jan 2026
- Principles We respect your privacy. This policy explains what data we collect, why we collect it, and the choices available to you.
- Data controller Artisan d’Asie, 15 Lyndhurst Terrace, Central, Hong Kong, support@artisandasie.com
- Data we collect We may collect:
- identity and contact information (name, email, phone number, billing and shipping addresses)
- order information (items purchased, payment status, customer support history)
- technical data (IP address, device, browser, basic security logs)
- usage data (pages viewed, traffic source, actions on the site)
- communications with customer support
- Purposes We use this data to:
- process and deliver orders
- provide customer support
- prevent fraud and secure payments
- send order-related service emails
- send marketing emails if you have provided consent
- improve our website and customer experience
- Sharing with service providers We share data only with providers required to operate the store, for example:
- WooPayments and Stripe for payments
- carriers and logistics partners
- hosting and ecommerce infrastructure providers
- email and support tools
These providers may only use your data to perform their services.
- International transfers Your data may be processed in countries outside your country of residence. We take reasonable measures to protect data during these transfers.
- Retention We keep data only as long as necessary to manage orders, provide support, meet legal obligations, prevent fraud, and support legitimate business needs.
- Your rights Depending on where you live, you may request access to, correction of, or deletion of your data, or object to certain processing. To make a request: support@artisandasie.com
- Marketing emails You can unsubscribe at any time using the link included in our marketing emails.
- Cookies We use cookies to:
- enable site functionality (essential cookies)
- remember your preferences
- measure performance (analytics)
- support marketing (where enabled)
You can manage cookies through your browser settings and, where available, through our cookie preference banner.
- Security We implement reasonable measures to protect your data. No system is completely secure.
- Contact Privacy questions: support@artisandasie.com
Terms & Conditions of Sale
Last updated: 9 Jan 2026
- Seller identity This website is operated by Artisan d’Asie, 15 Lyndhurst Terrace, Central, Hong Kong. Customer service: support@artisandasie.com. Hours: Monday to Friday, 09:00–18:00 (Hong Kong time).
- Scope These terms apply to any order placed on this website. By placing an order, you accept these terms.
- Handcrafted products and natural variations Some of our items are handmade. Minor variations in colour, pattern, dimensions, or finish are normal and do not constitute a defect. Product photos are representative and may vary due to artisanal techniques and screen settings.
- Prices The prices shown at checkout apply to your order. Promotions and availability may change at any time without affecting orders that have already been paid.
- Payment Accepted payment methods:
- credit and debit cards via WooPayments and Stripe
- bank transfer on request (transfer fees are the buyer’s responsibility)
An order is confirmed once payment has been authorised and accepted.
- Orders and availability If an item becomes partially or fully unavailable after you place an order, we will contact you to offer:
- an equivalent item (with your approval), or
- a refund to the original payment method
- Fraud prevention and verification To protect customers and reduce fraud and chargebacks, we may request additional verification for certain orders, for example:
- address or identity verification
- confirmation of billing and shipping details
- additional information for higher-risk or higher-value orders
If we do not receive a response within a reasonable timeframe, we may cancel and refund the order.
- Shipping and delivery Shipping terms are detailed in our Shipping Policy. Delivery times are indicative only. Delays due to customs, carriers, peak periods, or local conditions are outside our control.
- Cancellations and changes We process orders quickly, so cancellation or modification is not guaranteed once processing has begun. If you need to cancel or change an order, contact support@artisandasie.com immediately. If the order has not shipped, we will do our best to accommodate your request. This clause does not limit any mandatory rights you may have under applicable law.
- Returns and refunds Returns and refunds are governed by our Returns & Refunds Policy. Custom or made-to-order items are generally not returnable in the case of a change of mind.
- Payment disputes and chargebacks If there is an issue, please contact us first. In the event of a dispute, we may provide our payment provider with relevant evidence, including order details, anti-fraud checks, communications, shipment, tracking, and delivery confirmation.
- Limitation of liability To the extent permitted by law, Artisan d’Asie is not liable for indirect or consequential losses. Nothing in these terms limits liability that cannot legally be limited.
- Governing law and consumer rights These terms are governed by the laws of Hong Kong. If you are a consumer and mandatory consumer protection rules apply in your country of residence (including within the EU or the United Kingdom), those protections remain applicable and are not excluded by this clause.
- Contact Questions: support@artisandasie.com
Legal Notice
Last updated: 9 Jan 2026
Website publisher
This website is published by Artisan d’Asie.
Address: 15 Lyndhurst Terrace, Central, Hong Kong
Customer service: support@artisandasie.com
Support hours: Monday to Friday, 09:00–18:00 (Hong Kong time)
Company information
We do not provide a VAT number.
Hosting
Hosting provider: Contabo
Intellectual property
All content on this website (including text, images, design, logos, product photos, and code) is the property of Artisan d’Asie or is used with permission. Any reproduction, representation, distribution, or commercial use, in whole or in part, is prohibited without prior written consent.
External links
This website may contain links to third-party websites. Artisan d’Asie has no control over these websites and cannot be held responsible for their content or their privacy practices.
Contact
For any questions, please contact: support@artisandasie.com