Ordering a pair of shoes online comes with one simple expectation that they actually show up, on time, in ideal condition. At Quellovix, we've built our shipping process around that expectation. This policy tells you exactly what happens after you place an order, how long it takes, and what we need from you to make it all go smoothly.
Where We Deliver
Quellovix currently delivers within Hong Kong only. We do not ship internationally at this time. If you're placing an order, please ensure your delivery address falls within Hong Kong before completing checkout.
Delivery is completely free of charge on every order, no minimum spend, no hidden fees at checkout, no surprises.
How Long It Takes
Here's the honest timeline:
After you place your order, we set aside 2 working days for internal processing, this is the time we use to check your order, package your footwear properly, and hand it over to our delivery partner. We don't rush this stage because how your order leaves us matters just as much as how quickly it gets to you.
Once dispatched, delivery takes a further 2 to 3 working days to reach your address in Hong Kong.
That puts the total timeline at 4 to 5 working days from the moment you place your order to the moment it arrives at your door. Working days exclude weekends and public holidays, so please factor those in when you're expecting your delivery.
Getting Your Address Right
This is worth a moment of your attention. Once an order is placed and dispatched, we have very limited ability to redirect it. If your package is delayed, returned, or marked as undeliverable because of an incorrect or incomplete address, we cannot ensure a swift resolution.
Please double-check your full address, unit number, floor, building name, street, and postal code, before confirming your order at checkout. If you realize you've entered the wrong address immediately after placing your order, contact us at help@quellovix.com as quickly as possible. We'll do everything we can to correct it before dispatch, but we cannot promise this will always be possible within the processing window.
Your Data During the Shipping Process
Completing an order means sharing personal information, your name, phone number, and delivery address, with us and with our delivery partners. We handle this data in accordance with Hong Kong's Personal Data (Privacy) Ordinance (Cap. 548), the PDPO. Your delivery details are shared with logistics providers only to the extent necessary to complete your shipment and are not used for any other purpose. You can read the full details of how we manage personal data in our Privacy Policy.
Questions About Your Order
If something doesn't seem right, your order is delayed beyond the expected window, or you have any other concern, reach out to us directly.
We'll look into it and give you a real, prompt response, not an automated reply that tells you nothing.