You will find the most frequently asked questions in this page, if you have any questions which you cannot find the answers here, please contact us at email@example.com
, we will respond to you as soon as we can. Thanks for visiting!
Updated Dec 2017
What is the shipping cost for my order?
At Sloop Space, it is our mission to provide a good shopping experience for our customers, as of 2018 Jan 1st, we will offer FREE shipping to orders over USD30/EUR25/HKD250 to destinations that we can ship to. For orders below the free shipping amount, there will be a small flat shipping fee charged.
How long will it take to receive my order?
Delivery will take 10 - 30 days depending on your delivery destination. We will normally use standard air postal service for our orders so that shipping charges is free for the customer. Sometimes delivery may be quicker but we cannot provide a definite date. If you would like to use a quicker courier service, the extra shipping costs will be charged separately. Please contact us within 24 hours of your order at firstname.lastname@example.org for quote if required.
How come there is no tracking number for my order?
There should be a tracking number for all orders/parcels over 1kg. (eg. SLOO) which will be provided to you when you receive the dispatch confirmation email from us. If it is not provided, please email us email@example.com for assistance. However, please note for small packages (mini SLOO), there may or may not be a tracking number due to the air mail service we have selected, your order should be delivered within the said time of 10 – 30 days depending on your destination.
At checkout, I cannot find/select my country for shipping, how can I order?
If you cannot find your country for shipping, we regret that we do not ship to this destination at this time.
Can you ship my order via a courier service of my choice?
To ensure that we can provide free shipping to you under our business model, we regret that it is our discretion to select the shipping service of the order. The service of choice will be selected based on costs and safety consideration. However, should you wish to receive your order based on your choice of courier service, the additional costs incurred will be quoted to you and invoiced as a surcharge. We will still honor the free shipping amount and deduct this from the cost of sending through express courier or your choice of courier. Please contact us for more details.
My address was entered incorrectly, what can I do?
We are not responsible for incomplete or incorrect delivery addresses, please ensure you enter the correct and complete address information before confirming your order with us. If the product is returned to us due to this reason, customer will be responsible for the cost of resending the product.
Import Duty &Taxes
Why am I not charged sales tax/VAT on my order?
There are no sales tax in Hong Kong. However if you are ordering from another location other than Hong Kong, you may incur import duties when the parcel reaches your delivery country which will be customer’s responsibility.
Why I need to pay for import duties on my order? How much will I need to pay for customs/import duties?
Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary from country to country. We suggest our customers to contact their local customs office if they have any questions about the import duties.Please note that we will not accept refunds on the product and customers take full liability for all shipment costs and any eventual customs charges even if they refuse to accept a parcel due to import duties or taxes.
What kind of payment options do you accept?
We accept Visa, MasterCard and American Express, and PayPal.
Can I pre-order a “coming soon” or “out-of-stock” item?
Only certain selected “coming soon” products may be available for pre-order, if this option is available, you will see the “pre-order” button in the product’s page. Out of stock products will not be available for pre-order but only available for order when the item is restocked.
How do I pre-order?
If the item is available for pre-ordering, we will mention the approximate date/month of availability of the product in the product description page. If you choose to pre-order the item, you will need to complete the same order process as ordering other products, a receipt of your payment will be sent to you and we will notify you once the product is stocked and notify you when the item is dispatched.
Why is the final price in my currency different from what is shown on the online shop when I pay?
When you choose the currency to display on our website, you will see the item's estimate price in your currency based on our server's exchange rates, however, you should refer to the final/accurate amount based on the latest exchange rate by your chosen payment gateway that is shown when you confirm the payment method at checkout.
What is your return or exchange policy?
I bought 2 of the same items and they have some differentiation in color, is it defective?
Some parts of our figures are crafted by hand;therefore,every figure may have slight variations in quality and colors. We will check each figure before dispatch to ensure it meets our quality standards.
Why do I need to create an account?
When you have registered or activated a customer account with us, you can login to speed up your ordering process. You can edit your delivery address in the account section. However you will not be able to edit other information such as your name or email address, to update these information from our email updates, please contact us at firstname.lastname@example.org.
Why do I need to register my product?
Product registration is available for each SLOO purchased (excluding SLOO mini).
The purpose of registering is to verify and provide our customers a proof of authenticity for the figure bought.
It is not a warranty for the product. Please follow the instructions found in your package for more information and on how to register with us.
Is there a warranty for the figure?
Our figures are created for adults, and they are intended to be collectible items and not as toys. Please do not throw or swing the product to avoid injury or damage. The product may contain small and movable parts, please keep out of reach from children under the age of 15. When the product is dispatched, it has already been checked for quality standard, we will not be responsible for how it is used and any damage of the product associated with its usage. We will not offer replacements or repairs on our products once sold and delivered.