Orders
Q. Can I change or cancel my order after placing it?
You may request to cancel or change your order before it is shipped. Please contact cs@podl.global with your order number as soon as possible; we will confirm and reply whether the order can be cancelled and refunded. Once the delivery status shows "Shipped", the order can no longer be cancelled or changed — please follow the return procedure after receiving the items.
Q. How do I check my order status?
Sign in to your member account and go to "My Orders" to view your order status. Once your order has shipped, we will notify you by email with the SF Express waybill number.
Q. I did not receive an order confirmation email.
Please check your spam folder first. If you still cannot find it, contact cs@podl.global with your name and contact number.
Delivery
Q. How long does delivery take?
Orders are dispatched approximately 2-5 working days after they are placed (excluding the day of order), public holidays excluded. Once dispatched, delivery is handled by SF Express and the actual arrival time is subject to their service. Deliveries are made Monday to Friday; there is no delivery on weekends and public holidays.
Q. Which areas do you deliver to?
Hong Kong Island, Kowloon and the New Territories.
Q. How much is shipping?
HK$35 per order. Free shipping on orders over HK$399 (calculated after store credits, coupons and other discounts).
* Free shipping does not cover remote or outlying island surcharges, which are borne by the customer.
Q. How do I track my parcel?
After your order has shipped you will receive an email with the SF Express waybill number. Enter it on the SF Express website to track your parcel:
SF Express Waybill Tracking
To change the delivery address, phone number or delivery time, please contact SF Express customer service directly at (+852) 2730 0273.
Q. Can I collect my order myself?
You may collect at an SF Service Centre or SF Store within 2 days of receiving the collection notice, or at an SF Locker within 24 hours. SF Express may charge an additional service fee for late collection.
Q. Could delivery be delayed?
Delivery may be delayed during periods of high order volume, public holidays, or adverse weather and other events beyond our control. Actual delivery times are determined by the logistics provider.
Payment
Q. What payment methods do you accept?
Credit cards (Visa / Mastercard / American Express), Apple Pay, Google Pay, FPS and bank transfer.
Q. What currency are transactions settled in?
All transactions are settled in Hong Kong Dollars (HKD).
Returns & Exchanges
Q. Can I return an item?
You may apply within 14 days of receiving your item. Items must be unopened, unused and in their complete original packaging, including the outer box.
Q. When is a return not accepted?
After the 14-day return period; items that have been opened or used (for hygiene reasons, opened beauty and personal care products cannot be returned); damage caused by the customer, such as staining, malfunction, breakage, wear, scratches or soiling; incomplete or damaged packaging, or missing gifts and accessories; sale items and free gifts; malicious or bulk returns.
Q. How do I request a return?
Please contact cs@podl.global first with your name, order number, contact number, the name of the item and the reason for return with photos. Once confirmed, our team will provide the return address. Please ship the items back within 3 days of our reply; requests past this period cannot be processed.
* Items returned without prior application will not be accepted.
* For defective or incorrect items, return shipping both ways is covered by us. For returns due to personal reasons or refused parcels, return shipping both ways is borne by the customer.
Q. When will I receive my refund?
Once the returned item is verified, the refund will be issued to your original payment method within 15 working days. Processing times may vary between banks and credit card companies. Payments made with points or store credit will be refunded as points or store credit.
Q. My item is faulty or incorrect.
Please check your parcel on arrival. If an item is faulty, damaged or incorrect, contact our customer service immediately with photos and we will arrange a replacement or refund as soon as possible.
Q. Can I exchange an item?
Items for exchange must be unopened and unused. Please process a return for the original order and place a new order on our store.
Membership
Q. Do I need to register to shop?
No. However, registering lets you keep your order history, track your shipments and enjoy member-only offers.
Contact Us
Email: cs@podl.global
Live chat: the chat button at the bottom right of the site
We will reply as soon as possible during office hours.
