Japan Direct Shipping · On-Time Delivery Promise
Last Updated: 25 May 2026
【Japan Direct · On-Time Promise】Terms & Conditions
Service Commitment
hkskincart has always aimed for reliability and punctuality. Historically, over 95% of orders have been dispatched within 7–10 business days, and we are committed to maintaining this standard.
To further protect our customers' peace of mind, we are proud to officially introduce the 【Japan Direct · On-Time Promise】:
- Spend HK$500 or more in a single order to qualify for the【On-Time Promise】guarantee.
- If your order is not dispatched within the promised timeframe due to a delay on our part, we will compensate you with HK$100 store credit with no minimum spend required.
- Pre-order items: In most cases, orders will be completed earlier than 7–10 business days, as some items are held as additional pre-ordered stock or may arrive in Hong Kong sooner than expected.
In other words, "7–10 business days" is a conservative commitment — in practice, many customers receive their orders even sooner.
Definition of Business Days
- "Business days" are defined according to the Hong Kong Public Holiday Calendar (Saturdays, Sundays, and Hong Kong public holidays are excluded).
- Major Japanese public holidays are also excluded (Japanese New Year, Golden Week, and Obon).
- "7–10 business days" is counted from the day after your order is placed, up until the point we hand over your parcel to SF Express for dispatch. SF Express delivery time is not included within the "business days" count.
Japanese Public Holidays (not counted as business days):
- Japanese New Year: 28 December – 7 January
- Golden Week: 29 April – 6 May
- Obon: 11 August – 18 August
Store Credit Arrangements
- Store credit will be credited to your member account within 48 hours of the delay being confirmed.
- You must be a registered member to receive store credit. If you were not a member at the time of placing your order, the credit cannot be issued automatically. Should you wish to have the credit applied retrospectively, please contact our customer service team and we will be happy to assist.
- If you believe store credit has not been issued when it should have been, please do not hesitate to let us know — we will handle your case promptly and in good faith to protect your interests.
- Store credit is valid for 180 days from the date of issue and will expire automatically thereafter.
Illustrative Examples
✅ Example (No Public Holidays)
- Customer places an order on Monday, 3 March 2025.
- Business days are counted from Tuesday, 4 March; the 10th business day falls on Monday, 17 March.
- We hand over the parcel to SF Express on Thursday, 13 March (business day 8) → On time.
❌ Delayed (No Public Holidays)
- Customer places an order on Monday, 3 March 2025.
- Business days are counted from Tuesday, 4 March; the 10th business day falls on Monday, 17 March.
- We hand over the parcel to SF Express on Tuesday, 18 March → This exceeds 10 business days and constitutes a delay.
- The customer will receive HK$100 store credit by Thursday, 20 March (registered members only).
✅ Example (Including Japanese Public Holiday: Golden Week)
- Customer places an order on Saturday, 26 April 2025.
- Business days are counted from Monday, 28 April.
- 29 April – 6 May is Japanese Golden Week; these days are not counted as business days and the timeline is extended accordingly.
- The 10th business day falls on Thursday, 15 May.
- We hand over the parcel to SF Express on Wednesday, 14 May → On time.
Exclusions
- Out-of-stock or discontinued items: If an item is out of stock or discontinued, we will proactively contact you to arrange a refund or replacement.
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Force majeure events, including but not limited to:
- Red Rainstorm Warning or above, or Typhoon Signal No. 8 or above issued in Hong Kong
- Natural disasters in Japan (e.g. earthquakes, typhoons, heavy snowfall)
- Sudden outbreaks of disease or government policy measures
- Customs inspections or other force majeure circumstances
Notification Arrangements
- In the event of special circumstances, we will post announcements via Instagram Stories / Posts and our website banner.
- If an individual order is affected, we will notify you directly by email / SMS / WhatsApp (WhatsApp preferred).
Frequently Asked Questions (FAQ)
Q1: How is the "7–10 business days" period calculated?
A: Counting begins from the day after your order is placed, excluding Saturdays, Sundays, and Hong Kong public holidays. If your order falls during one of Japan's three major holiday periods (New Year, Golden Week, or Obon), the timeline will be extended accordingly. The count ends when we hand over your parcel to SF Express.
Q2: Is SF Express delivery time included in the count?
A: No. The promise only covers our processing time up until handover to SF Express. SF Express delivery time is not part of the business day count.
Q3: When will the store credit be issued?
A: If an order has not been dispatched by the end of the 10th business day, it is considered delayed. We will credit HK$100 store credit (no minimum spend) to your member account within 48 hours.
Q4: Do I need to be a member to receive store credit?
A: Yes. Store credit can only be deposited into a member account for future use. If you were not a registered member when you placed your order, you may create an account afterwards and contact our customer service team to have the credit applied.
Q5: What happens in the event of severe weather or other special circumstances?
A: The On-Time Promise will not apply in the event of natural disasters, disease outbreaks, government measures, or severe adverse weather in Hong Kong or Japan. We will post announcements on our website and Instagram, and will proactively notify affected customers.
Q6: Does the store credit have an expiry date?
A: Yes. Store credit is valid for 180 days from the date of issue and will expire automatically after that. An automated reminder email will be sent 2 days before your store credit is due to expire.