At Spatella, we aim to provide clear information about how orders are prepared, shipped, and delivered. Please read this policy before placing an order. Spatella is operated by HONG KONG PAK KO PORCELAIN CO.
1. Shipping Destinations
We ship to the destinations available for selection at checkout. Shipping availability may vary by product and destination. If your address cannot be selected at checkout, we are currently unable to accept an order for that destination through our website.
2. Order Processing
After an order is placed and payment is confirmed, we prepare it for shipment. Our standard order processing time is [enter your actual processing time] business days.
Business days exclude weekends and public holidays applicable to the processing location. Processing may take longer during peak periods or if an order requires address or payment verification. If we become aware of a significant processing delay affecting your order, we will contact you using the details provided at checkout.
Processing time is separate from shipping transit time.
3. Shipping Methods and Costs
Available shipping methods and their charges are displayed at checkout before you place your order. The amount charged depends on the destination, order contents, and shipping option selected.
If a free-shipping offer applies, its conditions will be shown on the website or at checkout. Promotional shipping offers may be subject to stated eligibility requirements and end dates.
4. Estimated Delivery Times
The estimated delivery time for your destination is [enter your actual delivery range and the regions it covers] after dispatch. If you serve regions with different transit times, list each region separately here.
Delivery estimates are provided for planning purposes and are not guaranteed arrival dates. Customs processing, severe weather, carrier disruptions, public holidays, and other circumstances outside our reasonable control may affect delivery.
The full estimated period from placing an order to receiving it consists of order processing time plus shipping transit time.
5. Order Confirmation and Tracking
After placing an order, you should receive an order confirmation at the email address entered during checkout. Once your order has been dispatched, we will send a shipping confirmation. If the selected shipping service provides tracking, the confirmation will include a tracking number or tracking link.
Carrier tracking may take some time to show its first update. If you have not received an expected confirmation, check your spam folder and then contact service@spatella.com with your order details.
6. Address Accuracy
Please review your name, address, postal code, telephone number, and email address before completing checkout. You are responsible for providing accurate delivery information.
If you notice a mistake, email service@spatella.com as soon as possible with your order number and the correction. We will make reasonable efforts to update an order that has not yet been dispatched. We cannot guarantee changes after processing or shipment.
If a parcel is returned because the address supplied at checkout was incomplete or incorrect, we will contact you to discuss available redelivery or refund options, including any applicable shipping charges. Your statutory rights remain unaffected.
7. International Orders and Import Charges
For orders crossing international borders, the destination country may assess customs duties, import taxes, or carrier handling fees.
[Enter your actual arrangement: either “These charges are included in the amount paid at checkout when expressly shown” or “These charges are not included in the checkout total and are the customer’s responsibility when assessed by the destination country.”]
Customs clearance times vary and are outside our direct control. Please check any applicable import requirements for your destination before ordering.
8. Damaged Parcels or Products
Ceramic products require careful handling in transit. If your order arrives damaged, please contact service@spatella.com within [enter your actual reporting period] after delivery. Include:
- Your order number;
- Clear photographs of the damaged item;
- Photographs of the shipping box, internal packaging, and shipping label where available;
- A brief description of the issue.
Please retain the item and packaging until we have reviewed your request. We will assess the information and explain the available remedy in accordance with our Return & Refund Policy and applicable law.
9. Missing or Delayed Orders
If tracking shows a delay or your parcel has not arrived by the estimated delivery period, please first review the carrier’s latest tracking update and check whether the parcel was left at a designated delivery location or received by someone at your address.
If you still cannot locate it, contact service@spatella.com with your order number. We will review the shipment information and, where appropriate, contact the carrier to investigate. We will keep you informed of the outcome and available next steps.
10. Multiple Shipments
If products in one order are sent separately, we will provide the relevant shipping information for each shipment when available. You will not be charged additional shipping solely because we choose to divide an order after checkout, unless you separately agree to an additional service.
11. Contact Us
For shipping questions, address corrections, or delivery issues, contact:
Spatella
Operated by: HONG KONG PAK KO PORCELAIN CO.
Email: service@spatella.com
Business address: Rooms 1916–1918, 19/F, Chun Shing Factory Building, 85–89 Kwai Fuk Road, Kwai Chung, New Territories, Hong Kong.
This business address is not necessarily the return address. Please contact us and follow the instructions in our Return & Refund Policy before sending any product back.