Shipping FAQs
Currently I don't support adding to or removing items from an existing order. Please email me at info@themacaupenman.com with your order number and I will try to assist you the best we can.
Is the item I want in stock?
All products displayed on my site are ready stock and available for purchase unless stated otherwise. Occasionally I go out of stock at short notice or won't have enough to cover your order. In this case we'll let you know. You can have two options, either replace with other same value product or request refund for that particular product. If you urgently need an item it's always best to confirm stock by contacting me via email.
How do I pay?
I accept payments via Visa Credit Cards, as well as Bank Transfer for domestic orders. The Bank Transfer option is only applicable for local Macau customers.
When are your delivery days?
Deliveries will only be made from Wednesday to Saturday (Sunday to Tuesday are our rest days, deliveries from Saturday evening to Tuesday night will resume on Wednesday).
How long does shipping within Macau / Hong Kong take?
Processing will take within 1 week after which they will be picked up by our courier part. Delivery is within 2-4 working days for Macau or 7-10 days for Hong Kong - from the moment you submit your paid order or deposit slip (via Bank Transfer).
How long does international shipping take?
Delivery to Asian regions take between 7-10 days and up to 21 working days for the rest of the world, give and take. If you shipping country is not listed, please contact us before placing an order.
*I aim to meet these delivery times but during busy periods, deliveries may take a little longer especially during festive season/local public holidays.
How can I track my order?
Tracking numbers are sent via email once the order has been sent out.
My order never arrived.
Please contact us if your order has not arrived after 4 working days from the delivery date for local (Macau) and 20 working days for international.
I received a damaged item.
I want to sort out any issues with faulty items straightaway. As soon as you discover a fault, please email your concern to info@themacaupenman.com with the following details:
- The order number
- The faulty item's name
- A description of the issue, accompanied with a image of the damages, along with the consignment note and packaging
I'll get back to you as quickly as I can. Kindly note that our working hours are between 12 to 7pm, Wednesdays to Saturday.
I received an incorrect item/missing item.
If an item is incorrect or missing from your order, please contact me with your order number and information regarding the wrong or missing product.
I would like to return/exchange an item.
Requests for exchange or shop credit must be accompanied by proof of purchase and need to be made (in person for physical store purchases) or by email within 7 days of receipt of goods.
Do I have to pay import duty or taxes and charges?
Import duties, taxes and charges are not included in the item price or shipping charges. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be prior to buying.
Please feel free to get in touch with us if you have any questions that we did not cover above at info@themacaupenman.com. Thank you very much for your love and support to my works and keeping my passion alive :)