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Return Policy


Discrepancy between photos and products

CAMELA strives to ensure the consistency of photos displayed on Shop and the actual products. However, due to different qualities of digital screens, we have no control over the accuracy of product colour to be displayed on the website. Photos and descriptions are based on the true status of the product upon photo-shooting, and should only serve a referencing purpose.CAMELA reserves the right to edit incorrect or incomplete information without prior notice.

Online Order

Credit card authorisation and mailing address must be confirmed before payment. No change or cancellation is acceptable once an order is confirmed. For further enquiries, please contact us at marketing@camela,com.hk  (Working hour:Mon - Fri 10:00 - 18:00,Sat 10:00 – 12:00)

Customs and Taxes

When delivery is requested outside of Hong Kong, you are considered an importer and must comply with all the laws and requirements of the country in which you are delivering the items. Your orders may be subjected to import duties and/or taxes and any additional charges for custom clearance. CAMELA has no control over these charges and does not assume responsibility for the duties and/or taxes arise from the ordered products. Custom policies vary widely from country to country; contact your local customs office for further information.

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 by sending an email to marketing@camela.com.hk  (Working hour: Mon -Fri 10:00 - 18:00) along with a photo of the defective part of the product, tag on the package, order number and product code. Any request of return or refund over 7 days will be declined.  

All return / exchange will be made on good inspected and found to be worn, altered, washed or damage. Product on clearance are also not returnable. Products must be in original conditions, with all tag sattached, and must be returned in the original undamaged box and/or packaging. Any damaged, modified or broken products cannot be returned or refunded.

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

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

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 aforesaid causes, 50% of the total purchase amount will be charged as a compensation of delivery charge prepaid by CAMELA.

In case of discrepancy between the English version and the Chinese version in respect of all or any part of the contents in the website, the Chinese version shall prevail.