If none of these queries answer your question, please contact customer support (Speech bubble icon at the bottom right-hand corner of the JUICESTORE page.)
1. How long will it take for my order to arrive?
Once your order has been fulfilled within 5-10 business days Hong Kong Time, your parcel will be ready for pick up by a courier and a tracking number will be sent to your registered JUICESTORE email.
For more information, please refer to our order / delivery details here
2. My tracking code doesn’t work, what can I do?
COVID has heavily impacted outgoing flights from Hong Kong, therefore delivery dates may be later than expected. Please allow up to 24 hours for your tracking number to show information. If the tracking label is created, that means the package is ready for pick-up by a courier.
If there is no information on the tracking number please contact us at online@juicestore.com
3. Is duty tax covered in my payment?
Unfortunately shipment to countries outside of Hong Kong SAR may be subject to customs duties, taxes and fees which are not included in the price of the products. You will be the importer of record in your destination country and are responsible for all the said customs duties, taxes and fees.
For more information, please refer to our order / delivery details here
4. What countries do you ship to?
We ship to most countries internationally, for more information please visit here
Due to certain circumstances some locations are not available for shipping for the time-being. However, we can make exceptions. Please contact online@juicestore.com for related inquiries.
5. Can I expedite my shipping times?
We are working hard to get your order to your doorstep. Please allow us 5-10 business days to complete your order. Once the order is fulfilled we have no way to expedite the order as it is in the hands of the courier.
For more information, please refer to our order / delivery details here
6. Can I exchange my purchase for another size?
You can change your purchase for another size, however JUICESTORE will not accept any returned merchandise without any written communication via email and authorised confirmation. It should be done within 7 business days of receiving your order.
All promotional, sale, special release and collaboration items can not be refunded, cancelled, returned or exchanged. However any item that does not contain this criteria may be eligible for an exchange.
For more details on how to exchange, please refer to our Returns and Exchanges information page
7. How do I know if my item has been dispatched?
We will send an email confirmation with your tracking number once the order is fulfilled. Please check your spam folder if you do not receive it in your inbox.
8. How can I track my parcel?
We will send you an email with your tracking number once the order has been fulfilled. Please check the email you used to make the purchase on JUICESTORE. Please note that orders will be fulfilled within 5-10 business days.
9. How can I get a refund
For more information, please refer to our refund policy here. To get a refund you must communicate via email. Therefore, no Instagram direct messages.
Please note that all promotional, sale, special release and collaboration items can not be refunded, cancelled, returned or exchanged.
10. How long will it be before I get a refund?
We do not immediately process refunds, however once we have received the products and they have satisfied the returned condition requirements we will process the refund within 14 business days.
For more information, please refer to our refund policy here
11. What is your online returns policy?
For all information regarding returns please refer to here
Please note that all promotional, sale, special release and collaboration items can not be refunded, cancelled, returned or exchanged.
12. How do I know if my order was successful?
You will receive a confirmation email on the email address you used to register and purchase from JUICESTORE. Please check your spam folder if it is not present in your inbox.
13. What currencies can I use?
You may browse in any currency provided in the top right for your reference, however you will check out in Hong Kong Dollars. Please note that you will be charged in Hong Kong Dollars. We accept no responsibility for currency exchanges and fluctuations.
14. What payment methods do you accept?
We accept these payment methods: Visa, Mastercard, JCB, PayPal, Alipay, Wechat Pay, Union Pay, Apple Pay and American Express.
15. Sizing Information
When you are looking at the product you want to purchase, scroll down and select sizing info at the bottom right of the page. Please remember that not all brands have the same sizing and that these charts are just for reference.
16. There is a problem with the order I received.
If you received the wrong items or if one of your items appears damaged, please contact online@juicestore.com.
Please note that all promotional, sale, special release and collaboration items can not be refunded, cancelled, returned or exchanged.
For more details, please refer to the Returns and Exchanges information page
17. Can I combine my shipments?
Unfortunately we cannot combine shipments on multiple orders once they have been placed.
18. Can I change the shipping address prior to shipment?
Please e-mail online@juicestore.com within 24 hours after your order has been placed if you want to change your address prior to shipment. We cannot guarantee that the address will be changed in time.
19. If I wish to cancel an order prior to shipment, what do I need to do?
If you wish to cancel an order prior to shipment please contact our customer service center by emailing online@juicestore.com with your order information and request to cancel. We cannot guarantee that your order can be cancelled. Please review all your items before you create an order.
All promotional, sale, special release and collaboration items can not be refunded, cancelled, returned or exchanged. However any item that does not contain this criteria may be eligible for an exchange.
20. Can you confirm you have received my return?
Yes, through email correspondence. Please allow 14 business days Hong Kong Time to process your return.
21. I live in Hong Kong, can you expedite my order or do in-store pickup?
In order to log all orders, we utilize one system to track all parcels. Therefore, we cannot make exceptions on SF Express. Due to safety recommendations, in-store pickup for online orders is suspended until further notice.