Where are you based?
We are based in Hong Kong and we ship all over the world.
How does the clothing/shoes fit?
Please order your usual American sizing and we will take care of the rest. If you are not sure about which size to choose, please let us know your height and weight and we will recommend the right size for you.
Are the photos showing the actual item?
Yes. All the images on the product page are showing the actual products you will be receiving. Please kindly note that in any products sold in any online store, there will be slight variations and discrepancies in the products that you receive. If it is a very noticeable flaw, you may ask for a partial refund or return. We conduct quality checks on each and every product that comes in and goes out and we make sure they are true as they look.
How long does shipping take?
It normally takes 5-8 days with DHL express, which does not include the processing time. Please see our Shipping page for more information.
My order has been processing for a few days now, what is going on?
Occasionally, orders might get delayed when we experience high volume of orders coming in as well as for the shipping company. We do our best to ship as soon as possible. During delay seasons, orders can take 5 days to pack and ship out, don’t worry, it will be worth the wait!
Can I change/cancel my order after I placed it?
You may only change/cancel your order within 30 minutes after it is placed. After that timeframe, we cannot change or cancel your order. Please plan your purchases carefully.
The order/item is a gift; I am leaving for vacation, I need it by XX date. Will it arrive before then?
As much as we hope that your order will arrive before the date, but we cannot guarantee or accomodate any delivery deadlines simply due to uncertainty in international shipping and many other factors that may cause delays. If you need to change an address due to vacation leave, we can change it if the order has not been shipped out. We recommend that you plan out your purchase well in advance, such as 1.5 - 2 months prior to receive in time.
What if the item(s) in my order is out of stock?
Usually, we will let you know if an item(s) is out of stock, you can either replace it with another item or receive a refund for it. Please note that the entire order cannot be cancelled because an item is out of stock or taking a long time to restock.
Do you offer free shipping?
We do not offer free shipping due to the tense international trading climate causing shipping fees to increase as well as risk. Every order will have a flat shipping rate of $25. We do NOT earn any extra from the shipping fee, it is used solely to pay our courier.
Do you use EMS shipping?
We use DHL 98% of the time and try to avoid EMS at all cost due to its slow speed and low reliability. However, we can only use EMS to ship to UK, Japan, Australia and South America due to logistic restriction, but don't worrt, it is fast and reliable.
How can I get my tracking number?
All packages come with a tracking number. We will email you the tracking number 1-2 days after your package ships as it must go through a courier checkpoint. Do not worry, we use the most reliable courier to have the order delivered to you as fast as possible. For most countries, we will require a signature upon delivery.
How much does shipping cost?
Please view this page for the shipping rates.
Can I get a special discount for a large order?
Yes, please contact us for more information.
My package has not arrived for a long time, what is going on?
It is very important for you to keep an eye on the tracking information in case of any issues that may arise such as address or delivery problems. If the tracking shows "Please contact DHL", please contact us and we will provide a resolution for you.
Do you guys do bulk orders?
Yes we do. Extra discounts are given for bulk purchases. Please contact us for more information.
I have purchased many times from you guys, can I get a discount?
Yes, please contact us for more information.
Do you guys do custom orders/requests?
As we already have a wide selection of items, we do not take custom orders or requests. It is highly likely that we will have the item you have in mind.
What payment methods do you accept?
We accept Mastercard, Visa, American Express and other major credit and debit cards. We do not accept PayPal due to the high risks of limitations. You can choose to pay through the secure payment gateway. We never process or store your card information. It is sent directly to our secure server for payment processing. Our entire website is HTTPS certified. As we take fraud & payment security very seriously, all payments will be subject to a security check. We will email you should we require any further information.
How secure is your payment gateway?
HSP will NEVER store or hold or even process your payment details. Our host does all the payment bits for us. They are PCI DSS compliant. The Payment Card Industry Data Security Standard (PCI DSS) is an information security standard for organizations that handle credit card and debit card information. Our host meets all 6 categories of PCI standards.