Returns & Exchange Policy

At Stokke® Official (Hong Kong) , we want you to have a satisfactory shopping experience. For this, we are happy to exchange regular-priced unused items, at their original state (including the original packaging/garment tag intact etc).

 

Returns / Exchange

If you have purchased a product and want to make a replacement, please contact our customer service. Please make sure that the product is brand new, unused, and is in it' original state (for example, you need to keep the original packaging, original labels, without smells of any detergent , etc.) for an exchange of other products. Please be aware that customer have to finish the replacement in our retail store. If you choose to send it by mail, customer has to bear the shipping cost.

All returns should be submitted unused within 7 days in HK, and within 14 days for international purchase. We will exchange the product for goods of same value or higher. Please note that any postage cost incurred in the return is fully responsible by the customer. For any enquiries regarding our return policy, please WhatsApp us at 38992080.

Damaged / Faulty goods

The quality of our product matters. To ensure you have the best shopping experience, we will check each of our order very carefully before dispatching. However, if in any case the product is damaged or faulty, we recommend you to take a photo of the damaged part immediately, and contact us within 24 hours of your receipt of the item. We will work closely with you to resolve the matter.

Modification & Cancellation of order 

Please contact us on by email if you wish to cancel or make changes to the details of your order (e.g. delivery address). Please note that all items that have been dispatched cannot be modified / cancelled under any circumstances.

Receiving a Refund

  • Items must be returned to us unused with all tags and labels still attached. Returns that do not meet our policy will be sent back to you. We will refund back to the original payment method or to your bank account according to different situations.
  • Delivery charges are non-refundable and administrative charges may apply. 
  • Please note that refunds can take up to 20 working days to show on your account due to varying processing times between payment providers.
  • During our sale, products marked as "SALE", “PROMOTION” or “SPECIAL” cannot be returned, exchanged or refunded.
For enquiries, please contact our dedicated Customer Services team: (Mon-Fri 10am – 5pm, non-public holidays)
WhatsApp: https://wa.me/85238992080