FAQs
How can I contact Hikaura?
You can email us at info@hikaura.com — our customer service team will be happy to assist you with anything you need!
Do you ship worldwide?
Yes, we ship worldwide.
Where do you ship from?
We ship all orders from our warehouse in Hong Kong.
Can I change or cancel my order?
As we aim to process orders as quickly as possible, any change or cancellation requests must be made within 12 hours of placing your order. Requests made after this period will be denied. However, once your order arrives, you can return it for a full refund.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal.
When will my order be processed?
Orders are processed between Monday and Friday. Please allow 1-3 business days for your order to be processed. Orders are shipped the next business day after processing. Please note that we do not ship on weekends or holidays.
How long will it take to receive my order?
Due to high demand, delivery times may range from 2–4 weeks depending on your location.
What if I don't receive my order?
If your order has not arrived within 30 days after shipping, you are eligible for a full refund.
Will I be charged customs and taxes?
Prices on our site are displayed tax-free in GBP. You may be liable for duties and taxes once your order arrives, which are determined by your local customs office. Any such charges are your responsibility. We are not liable for customs delays.
How do I return an item?
Please contact us at info@hikaura.com with your order details and we will assist you with the return process.
What if the item(s) I received are defective, incorrect, or damaged?
If you received incorrect, missing, or defective items, please email info@hikaura.com with your order number, photos of the item(s), and any relevant details. We'll do our best to resolve the issue promptly.
When will I receive my refund?
Refunds will be credited to your original form of payment. If you paid by credit or debit card, it typically takes 7–10 business days for the refund to post after we process the return or cancellation. If you haven't seen the refund yet, please check with your bank or card issuer.