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SHIPPING POLICY
DELIVERY NOTICE

We are using multi-layers including bubble wrap and kraft paper for packaging the goods. 
All ceramic products will be packaged with the above format, customer should consider all the risks in transportation and delivery before buying. Please pick up the goods in the store if you have any concern about the delivery. 
All plants and alcohol products are only available for local delivery. Overseas shipments are not accepted.

SHIPPING INFORMATION

We are aiming to have your order dispatched from Agave by Kenal around 3-5 working days. However, please bear with us in case we are spending extra time in checking / perfecting your items, particularly during the peak season around end of the year. This does not include weekends or holidays.

 

Purchases made after 9 pm EST will not be shipped out until the next business day. If you order after 9 pm EST on a Friday, your order will likely be shipped out on the following Monday. Please refer to the chart below for rates/times.

 

The shipping fee will calculate when the order place in the cart.

SHIPPING TIMES

Around 7-12 working days.

The shipping time will be affected by your location post service efficiency.

HOW ARE TAXES AND DUTIES CALCULATED?

All orders are shipped in Duties Delivered Unpaid (DDU) : As the customer, you are liable for all import duties, customs and taxes levied. Payment of these is required to release your order from customs on arrival.

CUSTOMS, DUTIES & TAXES

All applicable customs and import duties, fees, taxes are the responsibility of the customer. We ship your package DDU (duties and taxes unpaid), and we do not collect the VAT, duties and/or taxes and cannot predict what your particular charges may be. If your order does require these additional charges, they must be paid by you in order for your package to clear customs. Some countries may require additional fees paid Collect on Delivery (COD). These fees are paid to the local carrier and are not collected by Agave by Kenal. 

 

Customs authorities require that we state the value of your order directly on your package. Customs agents have the right to release or deny release of your package, and in rare cases, they may also delay delivery. 

 

International returns initiated due to wrong shipping address, delivery failure or refusal to pay duties and taxes will be subject to a hkd200 restocking fee which will be deducted from the refund amount. *For Express Shipping, original shipping cost will not be refunded. 

RETURN & EXCHANGE POLICY

  • All plants can not be return and exchange.

  • We want you to love your items! Brand new, with no damage may be exchanged within 7 days after arrival.

  • Our policy lasts 7 days. If 7 days have gone by since your goods have been delivered, unfortunately, we can’t offer an exchange of any kind.

  • To be eligible for an exchange, your item must be unused and in the same condition as received. It must also be in the original packaging.

  • Exchanges are offered if any defects associated with the merchandise is present as a result of our own fault. If a problem is present, please inform us.

  • There are certain situations where only partial refunds are granted (if applicable).

  • Any item not in its original condition is damaged or missing parts for reasons not due to our error.

  • Once we receive returned packages they are inspected & will be processed within 3-6 business days. We are not responsible for any shipping costs, the customer is responsible for all shipping costs.

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