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FAQ

My Order

  • Can I cancel or modify my order after I have placed it? 
    When you submit your order, please ensure all information provided is correct. Once your order is placed, it cannot be refunded, canceled, or modified. 

  • How do I track my order?
    Once your order is dispatched, you will receive a confirmation email with an SF Express tracking number. You can check the shipment status by entering the tracking number on the SF Express website. 

  • Do you offer gift wrapping, additional packaging, or extra paper bags?
    We do not provide gift wrapping services.

  • Why was my order canceled?
    Your order may have been canceled due to lack of stock, product issues, or other special reasons. The most common reason for cancellation is that we ran out of stock of your size before processing your order. When that happens, you are notified via email about the cancellation. If your order (or part of your order) is canceled, the amount will be refunded accordingly based on the original form of payment. Normally your account will be refunded within 2 - 4 weeks (The actual receipt date is subject to the processing period of the relevant bank, card issuer, or electronic payment agency).

Exchange Service

  • Can I exchange headwear product(s)?
    All accessories (including headwear, gloves, wallet, etc) cannot be returned or exchanged. For more information, please refer to our Return and Exchange Policy.

  • Can I exchange my online order in a physical store?
    Unfortunately, size exchange applications for the product(s) must be addressed online. After confirmation by our customer service center, you can exchange the product(s) at the assigned physical store (subject to stock availability). For more information, please refer to our Return and Exchange Policy.

Delivery Service

  • Do you offer international shipping?
    We do not offer international shipping. The scope of delivery is currently limited to Hong Kong and Macau only.

  • How do I change my address?
    Once your order is dispatched, any changes in the address shall be arranged with SF Express directly. Any incurred expenses shall be borne by the customer.

  • How do I select a specific delivery time?
    If you need to select a specific delivery time, please contact SF Express directly.

  • Why is my order arriving in multiple packages?
    It may be necessary to split your order into two or more shipments, depending on package weight and size. Shipping charges apply only to the first package shipped. There are no additional shipping charges for multiple packages in the same order.

Promotions

  • Does "Best priced product" apply to order-level discounts?
    "Best priced product" (products with * shown in the shopping cart) is not applicable to store credits and order-level discounts.

  • Are the online exclusive offers applicable in physical stores?
    The offers are exclusively for online purchases. They are not available in physical stores.

  • What is the difference between promotions on National Geographic Apparel HK Official Website and in physical stores?
    National Geographic Apparel HK Official Website and National Geographic Apparel physical stores may have similar promotions, but they might not be identical. National Geographic Apparel HK Official Website might also run exclusive online promotions that are not available in physical stores.

Others


  • Could I preorder out-of-stock items from National Geographic Apparel HK Official Website?
    We do not provide pre-order service for out-of-stock items. However, you can use the “Notify When in Stock'' function on the product page. You will receive a notification once the product is back in stock.

  • How do I know if a product is available in physical stores?
    If you wish to check the product availability of individual stores, please reach out to the store directly. For more information, please refer to our Store Location.