Refund policy
Refund Policy
All items purchased from the Hong Kong Airlines Collection web store are non-refundable. Once your payment has been processed, we are unable to issue any refunds.
Return Policy
We do not offer a standard return policy; however, free replacement is available for damaged or defective items upon receipt.
If you receive a damaged or defective item, please contact us within 10 days of receiving your order. To request a replacement, email our customer service team at hkacollection@hkairlines.com with the following details:
- Your order number
- A description of the issue
- Photos of the damaged or defective item
Our team will review your request and arrange a free replacement if applicable.
Order Cancellation and Changes
Once your payment has been completed, orders cannot be canceled. However, if you wish to modify your order, please contact us at hkacollection@hkairlines.com within 12 hours of your purchase. We will do our best to accommodate your request, but we cannot guarantee that changes will be possible after this time frame.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Contact Us
If you have any questions regarding our Return and Refund Policy, please feel free to reach out to our customer service team at hkacollection@hkairlines.com We are available from 9 AM to 5 PM (Monday to Friday) to assist you with your inquiries.