free delivery worldwide

FAQ

ORDER PROCESSING

1. Is my order successful?
You will receive an Order Confirmation Email shortly after placing an order successfully. If you do not receive this email, please contact us at info@proteus-projects.com.
2. When will my order be shipped?

Your order will be shipped as soon as possible, subject to stock availability and quality checks.

In general we should be sending out the delivery within 5 days of order confirmation email is sent.

SHIPPING AND DELIVERY

1. Do you do free shipping worldwide?
We do free shipping for all orders worldwide.
2. Which courier do you use?
We will be sending out the deliveries via Hong Kong Post for HK orders, and Registered Air Mail for overseas orders.
3. How long will my order take to arrive?
Here's the expected delivery time for different area:
- Hong Kong: approx. 3 business days
- Macau and China: approx. 4 - 5 business days
- Asia Pacific, Australia, New Zealand: approx. 10 - 12 business days
- North America, South America, Europe: approx. 13 - 15 business days
- Rest of the World: approx. 20 - 24 business day
Remote or outlying areas may take longer.
4. Do I have to pay taxes and duties?
Import tax and duties may be applicable, depending on the destination country. You are responsible for all import tax and duties. The courier or your local post office will contact you with further details for customs clearance. Please note that customs clearance procedures may delay the delivery time.
5. Why can’t I receive my order?
Refused shipments
If the shipment is refused and returned to us, we will contact you with the option of re-delivering it or a refund in the form of store credit for your next purchase. Please note that you will have to pay all related cost incurred (re-delivery shipping cost, return shipment cost...).
Lost shipments
If your order is still not yet received after 10 days of the expected delivery time, we are more than happy to help out tracking down your shipment.
Please drop us a line in the "contact us" page and quote your order number for our checking.
The shipment has to be confirmed as lost by the courier. This process of investigation might take up to 3 months.)

RETURNS AND EXCHANGES

1. Can I return my item and get a refund?
We are happy to accept return within 14 days of receipt and refund in form of coupon, provided that the items are unworn or unused with original tags and packaging.
Please drop us a line in the "contact us" page and we'll get back to you soon.
Return request beyond 14 days of receipt would not be processed unfortunately.
2. Can I exchange my item?
You are welcome to exchange your item for any in-stock item of equal or lesser value within 14 days of receipt, provided that items are unworn or unused with original tags and packaging.
Please drop us a line in the "contact us" page and we'll get back to you soon for the procedures, please note that you are responsible for all the return cost and relevant customs taxes and duties if there is any.
Items shipped without our consent may be refused. 
3. What if i get a defective/incorrect item?
If you received a defective/incorrect item, we will be happy to replace your product at no cost or offer full refund in form of coupon. Please drop us a line in the "contact us" page and within 14 days of receipt, and we will be back to you asap.