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Return Policy

RETURNS & EXCHANGE

Discrepancy between photos and products

CAMELA strives to ensure the consistency of photos displayed oneShop and the actual products. However, due to different qualities of digitalscreens, we have no control over the accuracy of product colour to be displayedon the website. Photos and descriptions are based on the true status of theproduct upon photo-shooting, and should only serve a referencing purpose.CAMELA reserves the right to edit incorrect or incomplete information withoutprior notice.

Online Order

Credit card authorisation and proof of address must be confirmedbefore payment. No change or cancellation is accepted once an order isconfirmed. For further enquiries, please contact us at customerservice@camela,com.hk  (Workinghour: Mon - Fri 10:00 - 18:00,Sat 10:00 – 12:00)

Customs and Taxes

When delivery is requested outside of Hong Kong, you are consideredan importer and must comply with all the laws and requirements of the countryin which you are delivering the items. Your orders may be subject to importduties and/or taxes and any additional charges for custom clearance. CAMELA hasno control over these charges and does not assume responsibility for the dutiesand/or taxes arise from the ordered products.Custom policies vary widely fromcountry to country; contact your local customs office for further information.

To complete ordering procedures implies your acceptance of theresponsibility for the import duties and/or tax,additional charge and ImportTrade Declaration for custom clearance. If you have not been able to completethe aforesaid statement, the products will be returned to CAMELA and you willbe charged 50% of the total purchase amount as a compensation of deliverycharge prepaid by CAMELA.

Return and Exchange

Customers must check the product upon delivery. If necessary,you can return the product within 7 days after you sign off the delivery bysending an email to customerservice@camela.com.hk (Working hour: Mon -Fri 10:00 - 18:00,Sat 10:00 – 12:00) along with a photo of the defectivepart of the product, tag on the package, order number and product code. Anyrequest of return or refund over 7 days will be declined.  

All return / exchange will be made on good inspected and foundto be worn, altered, washed or damage. Product on clearance are also notreturnable. Products must be in original conditions, with all tags attached,and must be returned in the original undamaged box and/or packaging.Anydamaged, modified or broken products cannot be returned or refunded.

All refunds will only be issued to the same credit card orpayment platform customers use for the original purchase.

We accept product return for the following situations: 
1) Defective items
2) Mismatched size (e.g. ordered for size“36” but received  size“38”)
3) Mismatched delivery


All delivery costs, custom taxes, duties or other customclearance charges caused from return and exchange will bear by customer side.

Repair

Repairing services are not available for products purchasedonline.

Undeliverable Order

Some products will be returned due to incorrect address,addresses of PO box or hotel, absence of recipient, refusal of tax payment/identity verification/ delivery, customs issues, etc.

For all returned products due to the aforesaidcauses, 50% of the total purchase amount will be charged as a compensation ofdelivery charge prepaid by CAMELA.