Shipping & Returns

Ordering and Payment

 

How do I complete an order?

Browse through our wide selection of products. Once you find the items you like, select the color, size, and quantity then click "ADD TO BAG" on the product detail page. When you’re done, click “Checkout” and follow the onscreen instructions to complete payment. To complete an order you must have a Gourami account. To create an account if you don’t already have one, simply click “My Account” at the top of the page and then “JOIN NOW”.

 

Note: For limited edition styles that are not available to be purchased directly online, please contact us via e-mail at info@gourami.co or call us directly at (852) 2707 9986 between 11:30 am - 8:30 pm HKT from Monday - Sunday. Simply provide the style number, size and color you are interested in. Once we receive your request and confirm our inventory, we will send you an email confirmation within 3 business days with payment instructions. After receipt of your payment we will ship your order straight away!

 

Will I receive an order confirmation?

Yes. Once we receive your order we will send you an email confirmation right away.

 

What methods of payment are accepted?

We accept Visa, Mastercard, Unionpay, Paypal or you can deposit the funds to the following account:

 

Hang Seng Bank Ltd. 
A/C # 330-373838-001
Union Regent International Ltd.
Swift Code: HASEHKHH

 

If you have an e-coupon from a returned or exchanged item, please email info@gourami.co to order the items you are interested in. Remember, the e-coupon can only be used once, within 6 months of date of issue, and any remaining balance will not be refunded.

 

How are duties and taxes handled?

Duties and taxes are based upon the national laws of the country to which the order is shipped. Please be aware that you may be responsible for duties, taxes, or brokerage fees associated with your order going through international customs. We do not cover any such charges.

Shipping

What countries do you ship to?

 

We offer flat rate shipping to the following countries.  For other countries, please email us at info@gourami.co.

We reserve the right to use the shipping company of our choice in order to provide these low rates. You will receive an email with the shipping company website and tracking number once your order has been shipped!

How long will it take to receive my order?

 

After receipt of your payment, it will take approximately 1 to 3 business days to process your order depending on stock availability. Once your order is packed, it will take less than 4 business days to ship within Hong Kong and Macau, up to 6 business days for urban parts of China and Taiwan, and 7 to 14 business days for Australia, England, Korea, Malaysia, Singapore, and USA. Other locations may vary.

 

Note: Shipments are subject to customs clearance procedures, which can cause delays beyond original delivery estimates.

 

How can I track my package?

 

Once we have shipped your order, we will send you an email with the shipping company website and tracking number.

Returns and Exchanges

 

What is your refund policy?

We hope you're happy with your purchase but in the event you need to return an item, please email us within 14 days from the date of delivery to you (see below “How do I return an item?”). Returns are accepted on merchandise that is in original, unused condition, including all original packaging and tags. Shipping charges of the original order are not refundable and you will also bear the cost of shipping the item back to us. Returns will be in the form of an e-coupon (see below “How will I receive my return credit?”).

 

Note: If you are returning a purchase you may be eligible for a refund of a portion or all of the duties and taxes you may have paid. Contact your local customs office for more information.

 

How do I return an item?

To return an item, please email us at info@gourami.co within 14 days from the date of delivery to you. We will send you an email confirmation as to whether your return is approved. Unauthorized returns may be refused or disregarded. Once approved, please send your item to the following address:


Gourami
9/F, Block B, Po Yip Building
62-70 Texaco Road
Tsuen Wan, Hong Kong
Phone: (852) 2612 7146

How will I receive my return credit?

Once we have received the returned item and confirmed it is in its original, unused condition (including all original packaging and tags) and the return has been previously approved, we will issue an e-coupon to you via email. The e-coupon can be used on your next purchase on our website within six months of date of issue. Remember, the e-coupon can only be used once and any remaining balance will not be refunded. You will need to provide the authorization code from the e-coupon so please keep a record.

 

For instructions on how to use your e-coupon, please see “What methods of payment are accepted?” above.

 

Why is my return credit less than my original order?

The cost of your original order less shipping costs and any discounts or promotions you were entitled to will be refunded in the form of an e-coupon. Please see “What is your return policy?” above for more information.

 

What is your exchange policy?

We hope this will not happen but if you ordered the wrong size or received a damaged or defective item, please email us within 14 days from the date of delivery to you (see below “How do I exchange an item?”). Exchanges are accepted on merchandise that is in original, unused condition, including all original packaging and tags.

 

For exchanges of size, you will pay both shipping charges to return the item back to us and send out the new item to you. Please see above “What shipping methods are available?” for our shipping rates.

 

For damaged or defective items, all shipping charges will be paid by us.

 

How do I exchange an item?

To exchange an item, please email us at info@gourami.co within 14 days from the date of delivery to you. We will send you an email confirmation as to whether your exchange is approved. Unauthorized exchanges may be refused or disregarded. Once approved, please send your item to the following address:


Gourami
9/F, Block B, Po Yip Building
62-70 Texaco Road
Tsuen Wan, Hong Kong
Phone: (852) 2612 7146