FAQ

  1. Where is PACT SUPPLY LIMITED based, and do you ship internationally?​

We are a Hong Kong-based fashion e-retailer with our operational hub located in the city. We offer shipping to both local Hong Kong addresses and over 50 international destinations. For local orders, we provide next-day delivery, while international shipping times vary by region (typically 3-7 business days).​

  1. How can I ensure I select the correct size?​

Each product page features a detailed size chart with measurements in both metric and imperial units. We also provide fit notes (e.g., “runs small” or “relaxed fit”) based on customer feedback. For further assistance, our Hong Kong-based customer service team can recommend sizes via live chat or email.​

  1. What is your return and exchange policy?​

For unworn, unwashed items with intact tags, we accept returns/exchanges within 7 days of delivery for local orders. For international orders, returns are accepted within 14 days, though customers are responsible for customs and return shipping fees. Items with quality defects will have return costs covered by us.​

  1. Do you offer free shipping?​

Free standard shipping is available for Hong Kong orders over HK​ 500. For international orders, free shipping applies to purchases exceeding HK 1,500. Expedited shipping options are available at an additional cost.

  1. What payment methods do you accept?​

We support multiple secure payment methods, including Visa, Mastercard, UnionPay, PayPal, and Hong Kong-specific options like FPS (Faster Payment System) and Alipay Hong Kong. All transactions are encrypted for data safety.​

  1. How can I track my order?​

Once your order ships, you will receive an email with a tracking number and link to monitor delivery status. Local orders can also be tracked via our website’s “Order Tracking” page using your order ID.​

  1. Are your products ethically produced?​

Yes. We partner with manufacturers who adhere to strict ethical standards, including fair labor practices and safe working conditions. All fabrics (e.g., organic cotton, linen) are sourced from certified suppliers to ensure quality and sustainability.​

  1. What if my order arrives damaged or incorrect?​

Contact our customer service team within 48 hours of delivery with photos of the item and packaging. We will arrange a free replacement or full refund, including return shipping for defective or misshipped products.​

  1. Do you have seasonal sales or promotions?​

We offer major sales during Hong Kong’s key shopping seasons: December-February (Winter Sale) and July-September (Summer Sale). Sign up for our newsletter to receive early access to discounts and exclusive offers.​

  1. How can I contact customer support?​

Our Hong Kong team is available Monday-Saturday (9:00 AM-6:00 PM HKT) via live chat (on our website), email ([email protected]), and phone (+852 5615 4964). For urgent issues, live chat offers the fastest response.