FAQ

SHIPPING

Free for all orders within Hong Kong.

Flat rate of $10 USD/order for orders within Singapore and Taiwan. 

Flat rate of $30 USD/order for all other international orders. 

FREE INTERNATIONAL SHIPPING ON ORDERS OVER $150 USD.

Orders can take 1-2 days to process (before shipping). Please note that orders placed after 11:00AM Hong Kong time on Friday or over the weekend will ship on the following Monday (excluding major holidays), depending on order volume.

Orders are shipped from Hong Kong, and you will receive a shipping confirmation email once your order has been shipped.

For shipments within Hong Kong, you can expect your order to arrive in 1-3 business days once it has shipped from our distribution center.

For shipments outside Hong Kong, you can expect your to order to arrive in 10—14 business days.

Delivery times will vary based on destination country. feloSOPHIE is not responsible for delays in shipping or delivery that result from factors outside our control such as inclement weather, acts of God, or any other shipping-related issue(s). Under any circumstance, feloSOPHIE is not responsible for incidental or consequential damages.

Yes. We ship to most countries outside of the Hong Kong for a flat rate of $30.00 USD/order.

Please refer to Shipping for more details.

International buyers are responsible for any additional tariffs, VATs, import and duty fees. We are required by law to declare all items at their full price and cannot alter this amount to decrease international custom fees. Please be aware of your country's policies before you place your order.

Each shipment comes with a unique tracking code for you to keep an eye on delivery status at all time. 

Cases of undelivered packages will be looked at individually. If shipping information, such as an address, is misspelled by a customer, the package will be shipped back to feloSOPHIE. We can reship the order with proper address, however, we will recharge for shipping and handling fees. We are not responsible if the item is lost due to theft, improper address, change of address or incomplete address. If all options are exhausted and the item still has not shown up, we will charge a replacement fee to send out a new item.

RETURNS & EXCHANGES

We currently offer free returns and exchanges for customers in Hong Kong only, and can be applied once per order. For all other countries, please email us at hello@felosophie.hk.

You have 7 days from your order date to request a return. Once you have requested a return, you have 7 days to ship your item(s).

Any return will be eligible for store credit only. No returns will be accepted without a return authorization. A return authorization is created when your return request is approved. To request a return authorization, please complete the following form.

All items must have their original tags attached and be unworn and unwashed. For hygienic reasons, we do not accept any returns or exchanges for any items that are found to have any animal hair on them.

We only accept returns and exchanges for items purchased through our webshop at www.felosophie.hk. We are not able to accept returns for items purchased through 3rd party retailers, studios or stores. We recommend initiating a return with the retailer you purchased them from. They should be able to help you further.

All items are returnable, with the exception of items marked final sale, bags, and hair accessories.

We reserve the right to return any item that does not comply with our return policy.

Once your return has been shipped back to us, please allow up to 14 days for the return to be processed at our distribution center.

Your store credit will be available via email for immediate use as soon as the return is processed.

If you’re dissatisfied with your purchase for any reason, simply bring the product to our location. The best part? You don’t have to pack or ship a thing. Accepted product will be refunded on-site immediately, without ever stepping foot in a post office.

Bring your order number along with the product(s) you’d like to return. Returns will be processed immediately on-site, and can be issued as store credit. 

We take pride in the excellence of the quality of our brands and work hard to ensure all items are sent out in perfect condition.

However, if you have a query about a faulty or damaged item, please send an email to hello@felosophie.hk, and we will try our best to help. 

In the body of the email please include your order number, a picture of the damage and a short description of the issue.

Yes. However, we can only offer size exchanges for the same style and color, as long as the item is in stock. Please contact hello@felosophie.hk to process an exchange. If you would like to order a different style or color, you would need to process a return and then place a new order for your desired item.

DISCOUNTS & PROMO CODES

Please contact hello@felosophie.hk

As long as your purchase is eligible for the promo code, we will refund the difference by issuing a store credit.

Promo codes are not applicable to items that are purchased on sale.

Promo codes can only be applied to full price items, unless otherwise stated.

Depending on the promotion offered, a promo code may only be used once and cannot be used again for another order.

Depending on the promotion offered, promo codes may be non-transferable.

On occasion, we may offer discounts for new customers. Sign up for our mailing list for exclusive access to discounts and offers.

WORK WITH US

Based in our Hong Kong HQ, our Customer Care Team is here to help. You can reach us by email at  hello@felosophie.hk. We’re here to answer any and all questions so you can look and feel your best. Our service team knows our brand inside and out and is equipped to advise on sizing, fit and feel, shipping, orders, product information, etc.

Do you have a blog with a devoted fanbase? Are your followers looking to you to find the latest in fashion and fitness? If so, the feloSOHPIE ambassador program is just for you. You can earn perks like complimentary product and gifts, and social media features. Whether your focus is fashion, fitness or both, we want you on our team!

To apply to be an ambassador, email us at hello@felosophie.hk.

We're always on the lookout for fitness-minded and fashion-forward individuals and companies who want to partner with feloSOPHIE.

Reach out to us at hello@felosophie.hk and let's do something great together! 

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