Order Processing

Items marked as pre-order are not ready to ship immediately. The pre-order period is 30-45 working days.

Shipping Arrangement

Orders are currently processed and shipped exclusively to Hong Kong, Macao, Mainland China, and Taiwan via SF Express.

Shipping Rates & Delivery

International shipping will be available step by step in the near future. Stay tuned for further updates.

Order Tracking

Once your order has been dispatched, you will receive a shipping confirmation email containing your SF Express tracking number, allowing you to monitor the progress of your delivery.

Please note: Tracking information will be updated online within one business day after your package has been shipped.

Return and Refund

LAU HEI currently does not accept any return, refund, or size exchange requests once an order has been placed, except in the case of manufacturing defects or incorrectly shipped items. We strongly encourage customers to review product details and refer to our size guide carefully before purchasing. If you have any questions regarding sizing or fit prior to placing an order, please feel free to contact us. We will respond as soon as possible during business hours (HKT 10:00–19:00, Monday to Friday).

Any item that is damaged, defective, or incorrect upon delivery must be reported and shipped back within 7 days of receipt. Any returned merchandise without prior written authorization and communication will not be accepted. All authorized returns for defective or wrong items must be in their original, unworn, and unwashed condition with all original tags attached, accompanied by valid proof of purchase. Shipping costs resulting from verified quality issues will be covered by LAU HEI.

Unfit items are not eligible for return, refund, or exchange. Sizing that does not fit is not treated as a manufacturing defect. To avoid this, please consult our customer service team before purchasing at lauhei.hl@gmail.com, including your measurements, so we can advise on sizing. This consultation provides fit guidance only and does not create a right to return after delivery.

To report a defective or incorrect item, please submit an inquiry via email to lauhei.hl@gmail.com or contact our Customer Care team via Instagram DM (@lauheii) for assistance.

Once the returned merchandise has been received, inspected, and approved by our team, LAU HEI will process the approved refund to the original method of payment, and a confirmation email will be sent to you. Please note that it may take up to 15 business days to process the refund. Additional time may be required by your financial institution to process and post the transaction to your statement.

Please note: Original shipping fees are non-refundable.