Order receipt
Once you have placed your order, we shall send you an email acknowledging the receipt of your order. This is an acknowledgement that we have successfully received your order. If you do not receive this email please notify our customer service team at info@enmassemacau.com
Order processing
Deliveries within Macau to HongKong and Taiwan are normally sent out within 2 business days and you should receive 2-4 days after we send out depending of your exact location. Deliveries outside of these areas and overseas are normally sent out within 3 business days and you should receive 2-3 weeks after we send out depending of your exact location and the selection of shipping method. Special requests may take longer.
SHIPPING AND DELIVERY
Shipping confirmation
After payment has been successfully processed and the items you have ordered are confirmed we will send you a shipment confirmation email with the tracking number and the courier used.
Shipping method
All orders within Hong Kong, Macau , China are sent out by SF Express or EMS. All other countries are sent out by EMS / Macau Local Post Office.
Shipping fee
For all orders, please refer to the shipping fee charge as below:
Shipping Destination Shipping Fee (Via SF Express
Macau MOP20 / FREE SHIPPING FOR MOP 500 ABOVE PURCHASE
HongKong MOP 40 / FREE SHIPPING FOR MOP 500 ABOVE PURCHASE
China, Taiwan MOP 50 / FREE SHIPPING FOR MOP 500 ABOVE PURCHASE
Japan, Malaysia, Philippines, Singapore MOP 80 / FREE SHIPPING FOR MOP 800 ABOVE PURCHASE
South Korea, Thailand, Vietnam
Australia, Canada, Denmark, France,
Germany, New Zealand, Norway, Russia, MOP150 / FREE SHIPPING FOR MOP 1,000 ABOVE PURCHASE
Sweden, Switzerland, United Kingdom,
United States MOP 200 / FREE SHIPPING FOR MOP 1,000 ABOVE PURCHASE
Rest of the world MOP200 / FREE SHIPPING FOR MOP 1,000 ABOVE
PURCHASE
Import tax and duties
Import tax and duties may be applicable to your order depending the destination country. The recipient is responsible for all import tax and duties. The courier or local post office will contact you with further details for customs clearance. Customs clearance procedures may delay the delivery outside of the estimated delivery time.
Tracking Your Order
For the most up-to-date information on the status of your order please use the courier’s online tracking platform first before contacting us. It is best to allow up to 2 business days for the tracking number to show up in the online tracking system.
If your order is sent by SF Express please click here to TRACK YOUR ORDER
IN-STORE-PICK UP
If you would like to pick-up at our MACAU stores we are more than happy to accommodate. Please let us know 2 working days ahead of the date you wish to pick-up and which store you would like to pick-up at.
Refused shipments
If the shipment is refused and returned to us we will contact you with the option of paying the re-delivery fee before again shipping out or a refund for your purchase minus the return shipment fee.
LOST SHIPMENTS
We understand that sometimes parcels do get lost in the system. We are more than happy to help out tracking down your shipment and in the unfortunate case that the shipment is confirmed as lost, to refund your purchase.
RETURNS OR EXCHANGES
Defective or incorrect items
If you received a defective item or if you received a different item to what you ordered please contact our customer service team atwithin 7 days of receiving your order. Please describe the problem and attach photos if possible. Once we confirm the case please return the item by regular airmail and let us know the tracking number.
You will be reimbursed for the return shipping cost through your original payment method upon presenting a copy of the post office/courier receipt. The re-delivery fee will be covered by us.
Customs taxes and duties are non-refundable. You may be able to recover it by contacting your local customs office directly. This method may not be available for all countries so we suggest hiring a customs broker to help you through the process. Please note we are unable to refund any exchange rate or handling fees charged by your payment provider.
