Change or cancellation

  1. Order cancellation

    To cancel an order, please email the order number, product details, original delivery date and time to at least 48 hours prior to the scheduled delivery time. A 5% processing fee of the full order amount will be charged for handling the refund procedure*. Refunds will be arranged within 14 working days and returned via the original payment method used at purchase.

    Orders placed during peak seasons are strictly non-cancellable, including but not limited to Lunar New Year, Valentine’s Day, Mother’s Day, and Christmas.

    * In the event of order cancellation due to product unavailability, a full refund will be arranged.

  2. Product dissatisfaction

    If you have any concerns regarding the product received, please contact us within 12 hours of delivery by calling 2397-8878 or emailing cs@hffm.com.hk for enquiries regarding replacement or refund arrangements.

    Please prepare the following:

    • Order number
    • Delivery date and time
    • Digital photos of the relevant product(s)

    Customers are also required to retain the product and its original packaging. All damaged, defective, incorrect, or non-conforming products must be kept for inspection purposes. To improve our service quality, we may request the return of the product for investigation. If the buyer/recipient is unable or unwilling to return the product, compensation or replacement may not be provided.

    Should HFFM require the product to be returned for investigation, we will notify the customer within one day upon receiving the request.

    In the event of one-for-one product replacement, the product MUST be re-delivered to the same/original address within 48 hours from the delivery date with NO exceptions.

  3. Message card content amendment

    As we follow a standard message card printing format, a one-time administrative fee of HKD50 will be charged for any custom formatting request or amendments to confirmed card content. Customers requesting a custom format must provide their own design file.

    hffm.com.hk reserves the right of final decision in all matters relating to order cancellations and refunds.