Shipping Policy

This Shipping Policy (“Policy”) forms part of the Terms and Conditions governing your purchase from OnlyRock (“OnlyRock,” “we,” “us,” or “our”).

By placing an order through www.onlyrockhk.com (the “Site”), you agree to the terms below.

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1.1 Ready-to-Ship Items
Ready-to-ship items are generally dispatched within 5 to 7 business days after full payment has been received and verified.
Processing time may vary depending on order volume and courier availability.

1.2 Made-to-Order and Custom Items
For made-to-order or custom pieces, production commences once the design and specifications are confirmed.
Each piece is individually crafted and quality checked, and will typically be shipped within 4 to 6 weeks from confirmation.
We will notify you by email once your order is ready for dispatch.

1.3 Peak Periods
Processing times may be extended during promotional campaigns, public holidays, or periods of high demand.

1.4 Exclusions and Force Majeure
OnlyRock shall not be liable for any delay or failure to deliver caused by circumstances beyond its reasonable control, including but not limited to supplier delays, carrier disruptions, customs clearance, natural disasters, or governmental restrictions.

2.1 We use reputable courier services (such as SF Express, DHL, or other international carriers) at our discretion.

2.2 Estimated delivery times from dispatch (for reference only):​

• Asia-Pacific: 5–8 business days

• Other regions: 7–15 business days

2.3 These are indicative only and not guaranteed delivery periods. Time in customs or transit delays are outside our control.

2.4 Risk of loss and title pass to you upon delivery of the order to the carrier at our dispatch point.

3.1 Standard shipping fees are calculated at checkout and depend on destination and service selected.

3.2 We currently offer:

• Free shipping on orders of HKD 1,000 or above (or equivalent local currency) after discounts; and

• Flat-rate shipping fee of HKD 100 for orders below HKD 1,000.

3.3 Shipping costs are non-refundable once the order has been dispatched, regardless of any return, cancellation, or failed delivery.

4.1 International orders may be subject to import duties, customs fees, and taxes imposed by the destination country.
These charges are not included in the purchase price and are the sole responsibility of the customer.

4.2 Customs policies vary by country. We have no control over such charges or their timing. Please contact your local customs office for further information before placing an order.

4.3 If you refuse to pay customs duties or fail to complete customs clearance, the parcel may be:
(a) returned to us by the carrier;
(b) destroyed by customs; or
(c) abandoned at destination.

4.4 In such cases:

• No refund will be issued for shipping fees, taxes, or duties already incurred;

• Any additional costs charged to us for the parcel’s return, storage, or disposal will be deducted from your refund, or invoiced to you if the order is non-refundable; and

• If the goods are not recoverable, no refund will be made.

4.5 Customs processing times vary and may delay delivery; OnlyRock shall not be responsible for such delays.

5.1 Once your order is shipped, you will receive an email containing the tracking number and courier link.

5.2 You are responsible for monitoring the shipment status and contacting the courier or local customs if required to facilitate delivery.

5.3 A parcel marked “delivered” by the courier constitutes conclusive proof of delivery. OnlyRock shall not be liable for any loss, theft, or damage occurring after such delivery confirmation.

6.1 It is your responsibility to provide an accurate and complete delivery address at the time of order.

6.2 Orders returned due to incorrect, incomplete, or undeliverable addresses will incur additional reshipment fees and will not qualify for a shipping refund.
If you choose not to reship, OnlyRock may, at its discretion, issue a refund less all shipping, return, and handling costs.

7.1 Once an order has been collected by the courier, title and risk of loss or damage pass to the customer.
Delivery to the courier constitutes delivery to the customer for all purposes.

7.2 OnlyRock will assist, at its discretion, in filing a claim or inquiry with the courier; however, we are not responsible for any loss, theft, or damage occurring after the parcel has been handed over to the carrier.
Investigation and compensation (if any) are subject solely to the courier’s terms and procedures.

7.3 If a parcel is lost or damaged before acceptance by the courier, OnlyRock will, at its option, repair, replace, or refund the affected item.
After courier acceptance, any remedy or compensation must be sought from the courier directly.

7.4 Customers must inspect parcels promptly upon receipt and notify us within 48 hours of the courier’s stated delivery date if any visible damage or discrepancy is observed, providing photographs and order details.
Claims made outside this period may not be accepted.

8.1 In all cases where a return is permitted under our Refund Policy, the customer bears the full cost and risk of return shipping, including any customs duties payable upon re-entry into Hong Kong.

8.2 We recommend using a tracked, insured shipping method. OnlyRock is not responsible for parcels lost or damaged during return transit.

OnlyRock shall not be liable for any failure or delay in delivery arising from circumstances beyond our control, including but not limited to natural disasters, labour disputes, war, civil unrest, carrier failures, government actions, pandemics, or customs delays.

This Policy is governed by and construed in accordance with the laws of Hong Kong SAR.
Any dispute arising from or relating to this Policy shall be submitted to the exclusive jurisdiction of the courts of Hong Kong SAR.

For any questions about shipping, please contact: info@onlyrockhk.com