Shopping Guide & FAQ

Shopping Guide & FAQ

🌐 Important Shopping Instructions for Customers

Welcome to IzzyStore.co!
We are dedicated to providing the best shopping experience. Please read the following important guidelines carefully before placing your order:

  • 1. Registration & Information: Please ensure that you provide accurate recipient name, email address, and a valid contact number during checkout. International customers must provide the correct Country, City, and Postal Code to avoid any delivery delays.
  • 2. Local & International Shipping:
    • Hong Kong Local: Covering all 18 districts across Hong Kong. On-site installation booking is available for sanitary wares, home appliances, and engineering projects.
    • International Customers: Worldwide shipping is available. Some large home appliances or items restricted by size/weight may not be eligible for direct international shipping, or may incur additional freight charges. International buyers are advised to contact us via WhatsApp or email to confirm before placing an order.
  • 3. Customs & Duties: International customers are responsible for any import duties, value-added taxes (VAT), or customs clearance fees levied by the destination country/region. As customs policies vary by country, we recommend checking with your local customs office prior to purchase.
  • 4. Inspection upon Receipt: Whether local or international, please inspect the outer packaging and item quantities immediately upon delivery. If any severe transport damage is found, please contact us within 24 hours of receipt and retain clear photographic evidence.

Frequently Asked Questions (FAQ)

Q1: How soon will items be dispatched after placing an online order?

We operate with three different fulfillment models based on product characteristics:

  • In-Stock Products: Usually dispatched on the same day or the next working day after order confirmation.
  • Brand Agency Fulfilled Products: Generally takes 2 to 7 working days. We will confirm stock availability with the brand's official agency before dispatch. In the rare event of out-of-stock or discontinued items, our team will proactively contact you to arrange a full refund.
  • Other Made-to-Order Products: Upon receiving your order, we will immediately place an order with our suppliers, and dispatch will typically be arranged within 7 to 10 working days.

For large home appliances (such as window-type or split-type air conditioners) or products requiring on-site professional installation, our customer service team will contact you after order confirmation to schedule a convenient delivery and installation date.

Q2: How are installation fees calculated? Are there any hidden charges?

Our installation pricing is fully transparent. Standard installation fees are clearly stated on individual product pages. If the installation site involves special engineering requirements (e.g., repositioning plumbing pipes, extending refrigerant piping for split air conditioners, high-altitude scaffolding, or specialized concrete wall drilling), our technicians will conduct an on-site assessment and provide a quotation prior to work, requiring your approval with zero hidden charges.

Q3: What payment methods are supported?

We support a variety of safe and convenient online payment methods, including credit cards (Visa, Mastercard), PayMe, Faster Payment System (FPS), Alipay, and WeChat Pay, ensuring maximum transaction security.

Q4: Can items be returned or exchanged if they are unsuitable or defective?

All return and exchange requests are processed in accordance with our store's Refund Policy. To be eligible for a return or exchange, all of the following basic conditions must be met:

  • Original Packaging: Products must remain in their original, complete packaging, unopened and unused (items with sealed packaging or single-use plastic wrap cannot be returned once opened).
  • Complete Accessories: Returned products must include all original accessories, manuals, warranty cards, and complimentary gifts, with zero missing items.
  • Non-Man-Made Defects: If you discover any non-man-made manufacturing defects upon receipt, you must contact us within 7 days of delivery along with clear photos or video evidence, and our team will handle the follow-up.

* Note: Certain specific appliances, personal hygiene products, or custom-made items are non-returnable and non-exchangeable. Please refer to our Refund Policy for details. *

Q5: How should I arrange orders for "Customized Products" or "B2B / Bulk Procurement (Engineering Projects)"?

If you have special customized specifications or require bulk procurement and supply chain solutions for schools, corporate offices, government departments, non-profit organizations, or large-scale renovation projects, we warmly welcome you to reach out and communicate directly with us!

Since custom projects and wholesale procurement involve specific specifications, quantities, and lead times, you can contact our commercial and engineering team through the following channels to receive dedicated quotations and solutions:

* Our team typically replies and follows up on your inquiry within 24 hours. *