FAQs

Contact us

For enquiries, you can send an email to the following email address (office hours are Monday to Friday 10:00 – 13:00 and 14:00-18:00, except public holidays).  We would respond to your enquiries as soon as possible.

General enquiries: enquiry@eldage.com
Order enquiries: eshop@eldage.com

How long does it take to receive the products?

Since most of the products are made by the masters, the production would take some time.

Non-customised products would be dispatched within 4 to 9 working days upon receipt of order.

Delivery date:

For Hong Kong customer, products are shipped within 3 to 5 working days 

For overseas customer, ready-to-ship products are shipped within 4-24 business days, track-and-trace is available.

How to check order status

To check the order status, such as product details, shipping method, delivery time, order progress, return deadline, shipping fee, etc., you can email us at eshop@eldage.com or contact us via Facebook Messenger.


Delivery service and shipping fee

We deliver to locations in Hong Kong and overseas countries. 

(1) For Hong Kong customer 

Method 1) Pickup at Eldage's office (free shipping only available in Hong Kong)
When the products are available, Eldage will issue a "pickup notice" to the customer's contact email address.

Pickup time: Monday to Friday, 09:30 – 13:00 and 14:30 – 17:30 (except public holidays)

Pickup address: 1/F, Hung To Centre, 94-96 How Ming Street, Kwun Tong, Kowloon, Hong Kong (turn right at the elevator)

Enquiries telephone: +852 3973 2496

*Customers are required to pick up the products within 10 working days after the issuance of the notice.  Overdue pickup will be subject to a shipment storage surcharge of HK$10 per day.

*Please present the notice and ID card when picking up the products, and check the products at the same time. If any damage to the products is found after acknowledgment of receipt, Eldage will not arrange for replacement or refund.

* In order to support environmental protection, please bring your own shopping bag.  Eldage will not provide packaging materials (except for porcelain).

Method 2) Delivery of the products to the designated S.F. Store
The products will be delivered to the S.F. Store in Hong Kong designated by you.

If the purchase amount is HK$300 or more (price after discount, excluding shipping fee), the basic shipping fee will be waived.

If the purchase amount is less than HK$300 (price after discount, excluding shipping fee), the system will charge HK$30* as basic shipping fee.

* It is not possible to change the pickup method once it is confirmed.

* Eldage shall not be liable for any loss or damages whatsoever if wrong information is input by the customer.

Method 3) Delivery of the products to the designated address
The products will be delivered to the address in Hong Kong designated by you.

If the purchase amount is HK$300 or more (price after discount, excluding shipping fee), the basic shipping fee will be waived.

If the purchase amount is less than HK$300 (price after discount, excluding shipping fee), the system will charge HK$30* as basic shipping fee.

Industrial / commercial address: Pay HK$30* basic shipping fee only

Residential address and remote areas in Hong Kong*: In addition to paying the basic shipping fee of HK$30*, SF will also charge an additional surcharge of HK$30.  Please select "Residential address and remote areas in Hong Kong" at Checkout.

* It is not possible to change the pickup method once it is confirmed.

* Eldage shall not be liable for any loss or damages whatsoever if wrong information is input by the customer.

* For the coverage of remote areas, please refer to SF's Hong Kong Remote Area Coverage.

(1) For Overseas customer 

We ship via ec-ship (support by Hong Kong post office), a tracking number will be sent to you when the products are ready to dispatch.

How to know if payment was successful?

After completing each transaction, we will issue a confirmation email.  Please check the spam or junk folder of your email account to ensure that our confirmation email is not filtered.  If you do not receive that confirmation email, it means that the payment was not completed successfully.  You can contact customer service by email to eshop@eldage.com to confirm your payment was successful.


How to return products?

Eldage will accept return of products only if “the products are found to be damaged upon acknowledgement of receipt”.

If the products are found to be damaged upon acknowledgement of receipt, please arrange on your own for the products to be returned to Eldage within 7 days from the date of receipt. The procedures are as follows:

  1. Email to eshop@eldage.com to provide a Return Application Form and photo(s) of the received products.
  2. After our customer service has confirmed that the products can be returned, please return all the packaging materials, the Return Application Form and the products to Eldage’s office situated on 1/F, Hong To Centre, 94-96 How Ming Street, Kwun Tong, Hong Kong during office hours (office hours are Monday to Friday 10:00 – 13:00 and 14:00-18:00, except public holidays).
  3. We will inform you of the return application status as soon as possible after confirming that the conditions of the products meet the requirements of the return policy. If the replacement item is not available, the amount you paid will be refunded to your credit card.

For details, please refer to the confirmation email issued.

* Product quality may vary as some products are made by hand.

* If the customer fails to return the products within 7 days, Eldage will reserve the rights to cancel the return of products.

* Items that have been opened, used or damaged for personal reasons cannot be returned. Please return all packaging and products.

* If the customer has paid for the corresponding shipping fee because the purchase amount was less than HK$300, the shipping fee paid by the customer will not be refunded.

* One order can only be returned once