Below FAQ are some common concerns of our clients before purchasing the items.
If you have other questions, please just send it to hello@suburban.com.hk
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Ordering
Q: “What methods of payment do you accept?”
We accept American Express, Apple Pay/Google Pay (via desktop Safari or mobile), Paypal, Visa, MasterCard, UnionPay, PayMe, FPS, Alipay, Wechat Pay, Octopus as well as Suburbanhk gift cards.
Q: “Do you have any coupons or discounts?”
We try to offer the best price we can to all of our members at all times, and we strive to only carry quality products that are worth your hard-earned dollar.
We will not honor expired codes or codes found on third-party discounts, coupons, or promotion websites.
We will not honor expired codes or codes found on third-party discounts, coupons, or promotion websites.
Q: “Can I change or cancel my order?”
We process orders very quickly to get your gear out to you as soon as possible, which means in most cases, we can't make any changes after an order has been placed. We cannot make any changes after we have sent a shipping confirmation email with a tracking link.
That being said, if you have already placed an order and would like to
Cancel the order
Add or remove items
Change the shipping address
please contact our support team within 30 minutes of placing your order.
For the best chance of us being able to honor your request, please send your message with the subject line "Modify or cancel order" and include your order reference number (SURBHK-XXXXX) in the body of your message.
Cancellations and order modifications are not guaranteed and can only be made during business hours.
Please reach out to here with any further questions.
That being said, if you have already placed an order and would like to
Cancel the order
Add or remove items
Change the shipping address
please contact our support team within 30 minutes of placing your order.
For the best chance of us being able to honor your request, please send your message with the subject line "Modify or cancel order" and include your order reference number (SURBHK-XXXXX) in the body of your message.
Cancellations and order modifications are not guaranteed and can only be made during business hours.
Please reach out to here with any further questions.
Q:"What currency are your prices in?"
All products are given in HKD initially.
Q: “Do you offer gift wrapping?”
At present, we do not offer gift wrapping for orders, so please plan accordingly!
Q: “What shipping methods do you offer?”
Shipping
Q: “When will my order ship?”
Our products fall into two categories: In Stock & Pre-Order and each item's type is listed on its product page. Estimated delivery dates for each product are displayed on individual product pages and in the order confirmation email you’ll receive immediately after placing an order.
In Stock items in orders placed before 3 p.m. (GMT+8) Monday–Friday (Except Public Holidays) ,12 p.m. (GMT+8) Saturday will typically ship on the same day. Orders placed after 3 p.m. (GMT+8) Monday–Friday (Except Public Holidays) will ship within 24 hours. Orders placed after 12 p.m. (GMT+8) on Saturday and throughout the weekends (as well as Public Holidays) will ship on the next working day.
*It may vary due to the stock level. We will notify customer separately under special circumstances.
Please note that in peak periods orders may take a little longer (up to 3-5 business days) to ship out. Thanks for your patience!
Pre-Order items may take two weeks to ship, depending on the product. We provide a delivery estimation on the product page. Or may contact us for estimated delivery date of individual product.
If your order contains a mix of In Stock and Pre-order items, the entire order will not ship until all of the Pre-order items have arrived at our warehouse. If you need something more immediately, please contact our team at here .
In Stock items in orders placed before 3 p.m. (GMT+8) Monday–Friday (Except Public Holidays) ,12 p.m. (GMT+8) Saturday will typically ship on the same day. Orders placed after 3 p.m. (GMT+8) Monday–Friday (Except Public Holidays) will ship within 24 hours. Orders placed after 12 p.m. (GMT+8) on Saturday and throughout the weekends (as well as Public Holidays) will ship on the next working day.
*It may vary due to the stock level. We will notify customer separately under special circumstances.
Please note that in peak periods orders may take a little longer (up to 3-5 business days) to ship out. Thanks for your patience!
Pre-Order items may take two weeks to ship, depending on the product. We provide a delivery estimation on the product page. Or may contact us for estimated delivery date of individual product.
If your order contains a mix of In Stock and Pre-order items, the entire order will not ship until all of the Pre-order items have arrived at our warehouse. If you need something more immediately, please contact our team at here .
Q: “How much does shipping cost?”
Shipping cost depends on the weight (or volumetric weight) of the parcel and the destinations. You'd see the options and estimated cost at cart page.
Please see this article for details on our shipments.
Please see this article for details on our shipments.
Q: “How long does the order take to arrive?”
We do not guarantee any estimate delivery date for orders outside Hong Kong.
Our orders are dispatched from Hong Kong. Delivery time is not guaranteed and can range from 1 week to 1 month depending on the region and courier shipping overseas.
Our orders are dispatched from Hong Kong. Delivery time is not guaranteed and can range from 1 week to 1 month depending on the region and courier shipping overseas.
Q: “How do I track my order?”
As soon as your order has been shipped, you will receive a shipment notification email with the tracking information for your item(s). You can quickly access tracking information for past orders in the Order History section of your account.
Please note that delivery windows are estimates only and may vary depending on shipper or carrier volume. We do not guarantee any estimate delivery date for orders outside Hong Kong.
Contact us here with any questions.
Please note that delivery windows are estimates only and may vary depending on shipper or carrier volume. We do not guarantee any estimate delivery date for orders outside Hong Kong.
Contact us here with any questions.
Q: “Tracking shows as delivered, but I don’t have my package. What do I do?”
Trying to find your package? Sorry — this can happen sometimes! Occasionally a carrier will tag a package as delivered before it's been physically dropped off.
Please check your front porch, side door, back porch, garage area, bushes, mailbox, and mail room to make sure it’s not hiding or jammed. Also, please ask any neighbors, housemates, concierges, and coworkers (if delivered to work) if they may have received it for you.
If your package still hasn’t turned up 3 days after the delivery date shown in your tracking information, please contact us .
Please check your front porch, side door, back porch, garage area, bushes, mailbox, and mail room to make sure it’s not hiding or jammed. Also, please ask any neighbors, housemates, concierges, and coworkers (if delivered to work) if they may have received it for you.
If your package still hasn’t turned up 3 days after the delivery date shown in your tracking information, please contact us .
Return & Exchange
Q: "Can I request a return or exchange?"
With 14 days from the arrival date of your order, you can apply return or exchange for certain products. Products with final clearance / discount / promotion / limited series are NOT included.
The product must be brand new, with complete packaging and tagging, and it has not been worn or used. We will not accept products that violate the regulations.
For further details, please refer to Return & Exchange Policy
The product must be brand new, with complete packaging and tagging, and it has not been worn or used. We will not accept products that violate the regulations.
For further details, please refer to Return & Exchange Policy
Q: "How do I return my order?"
You may return the valid item(s) in our stores or by post.
Please note the return shipping cost and the second delivery fee (if applicable) is borne by the customer, and we will not provide return shipping check label or shipping refund.
Please note the return shipping cost and the second delivery fee (if applicable) is borne by the customer, and we will not provide return shipping check label or shipping refund.
Q: "Can I get a full refund?"
We'd refund the value of the item(s) in the order. Shipping charges, import taxes and duties (if applicable) on the order will not be refunded.
Q: "How will you refund?"
The refund will be based on the payment method used when ordering. It may take a few business days if you initially paid via ePayment, which depending on the issuing banks or platform.