PURCHASE POLICY
PURCHASE POLICY
Welcome to Icecreamshopper.
To protect both parties, please read the following terms carefully before placing your order.
Our Personal Shopper Service
Icecreamshopper is a personal shopper and sourcing service. Unless an item is specifically marked as “In Stock”, products listed on our website are not held as ready stock in Hong Kong.
When you place and pay for an order, we will begin sourcing and purchasing the item on your behalf from our suppliers, official stores, retail stores, or other sourcing channels.
For this reason, product availability may change before we complete the purchase. As we begin sourcing or purchasing items after an order is placed, confirmed orders cannot be cancelled due to a change of mind once payment has been made.
If we are unable to successfully source an item, we will contact you and arrange a refund for the affected item.
1. Orders & Payment
Once payment has been confirmed, orders cannot be cancelled, modified, or refunded due to a change of mind or other personal reasons.
Please ensure your selected products, order details, and payment method are correct before submitting your order.
2. Lead Time & Supply Arrangements
Supplier lead times may occasionally be delayed. We sincerely appreciate your patience.
We do not accept urgent orders. Please carefully consider the potential waiting time before making a purchase.
All items in an order will be shipped together once they have arrived in Hong Kong. A tracking number will be sent via email.
Special Notice for Jellycat Pre-Order Items
Most Jellycat products are pre-order or overseas sourced items.
The estimated arrival time will be clearly stated on the product page (for example, 2–6 weeks).
If an item is marked as “Available for Pre-Order,” this means we have confirmed stable supply and can securely source the item.
The estimated pre-order period (approximately 3–5 weeks) includes international shipping, quality inspection, repacking, and final delivery.
All pre-order items listed on our website are confirmed supply items and are not uncertain stock.
Pricing & Quotation Validity
Due to exchange rate fluctuations, shipping costs, and sourcing labor costs, quotations are valid only within the stated period. Expired quotations may require re-quotation and availability is not guaranteed.
3. Packaging
All products are shipped in original, unopened condition.
Basic protective packaging includes a transparent dust-proof bag and courier shipping bag.
If box packaging is required, please inform us at checkout. An additional HKD 20 carton fee applies.
Minor packaging dents or wear caused during transit that do not affect product functionality are not eligible for return or exchange.
Jellycat Tag Protection
We provide tag protectors for Jellycat plush items. However, protection may not be applied in the following situations:
- Temporary shortage of tag protectors
- Accessories such as keychains or small charms
- Certain styles where adding a protector may cause pressure or damage
4. Combined Orders
If you wish to combine multiple unshipped orders, please contact us via website chat, WhatsApp, or Instagram DM and clearly state the relevant order numbers.
If no request is made, each order will be processed and shipped separately.
5. Order Exceptions
If a pre-order item is discontinued or supply is interrupted, we will contact you and arrange a refund accordingly.
6. Shipping & Delivery
Once all items have arrived and passed inspection, shipment will be arranged and tracking details will be provided via email.
All delivery timeframes stated on our website are estimates only and are not guaranteed delivery dates. International shipping may be affected by factors beyond our reasonable control, including customs clearance, courier operations, airline capacity, peak seasons, weather conditions, and public holidays.
Delays caused by international transit, customs clearance, or other circumstances beyond our reasonable control do not, by themselves, qualify an order for cancellation or refund.
Shipping fees are calculated based on the product size, weight, destination, and other shipping information available to us at the time of purchase.
For oversized, unusually shaped, or bulky items, the final shipping cost may be affected by the actual product size, packaging dimensions, or volumetric weight. If the actual shipping cost is significantly higher than originally calculated, we may contact you before dispatch to confirm any additional shipping charge.
Delivery typically takes 2–3 working days after dispatch where applicable and is subject to courier arrangements.
Delivery or customs delays after dispatch are subject to the shipping and delivery terms stated below and our Shipping Policy.
Change of Mind, Returns & Exchanges
Due to the nature of our sourcing and personal shopping service, we do not accept cancellations, returns, exchanges, or refunds due to a change of mind or personal preference after an order has been confirmed.
This includes, but is not limited to, situations where the customer no longer wants the item, does not like the item after receiving it, or has selected the wrong product, style, colour, or size.
This does not affect cases where Icecreamshopper is unable to source the ordered item or where an incorrect item has been supplied by us.
7. Jellycat Disclaimer
Jellycat products are handmade. Minor variations may occur, including but not limited to stitching differences, embroidery imperfections, slight asymmetry, fur texture variation, or filling differences.
These are considered normal manufacturer standards and not defects.
All Jellycat items are non-returnable and non-refundable once shipped or collected.
Jellycat Tag Condition
We sell the plush item itself, not the paper tag.
Minor bends or creases may occur due to price tag removal, display handling, or shipping pressure.
If significant structural damage is identified, we will notify you promptly.
Tag condition does not qualify as a return or exchange reason.
Before Placing an Order
By placing an order and completing payment, you confirm that you have read and agreed to this Purchase Policy.
Please review all details carefully before checkout.
中文版
歡迎來到 Icecreamshopper！為保障雙方權益，請細閱以下購買須知：
我們的代購服務
Icecreamshopper 提供代購及商品採購服務。除非商品特別標示為「現貨（In Stock）」，否則網站所列商品一般並非存放於香港的現貨。
客人下單及完成付款後，我們會按訂單向供應商、官方店舖、零售店或其他採購渠道，為客人開始採購相關商品。
因此，商品供應情況有可能在我們完成採購前出現變動；同時，由於我們會在收到訂單後開始代客採購，付款確認後恕不接受因客人改變主意而取消訂單。
如我們最終未能成功採購相關商品，我們會主動聯絡客人，並就未能供應的商品安排退款。
1. 訂單及付款
訂單一經付款確認後，恕不接受因客人改變主意或其他個人原因而取消、更改訂單或退款。
請於提交訂單前確認所選商品、訂單資料及付款方式正確。
2. 貨期及供應安排
供應商供貨期有機會延遲，感謝大家耐心等候。
本店不接受急單，購買前請自行衡量預計等候時間。
當全單貨品到港後，會統一安排出貨。網站會以電郵通知運單編號。
商品寄出後的物流或清關延誤，則按下方運送及到貨條款及本店《Shipping Policy》處理。
貨期及供應安排 — 特別針對 Jellycat 預訂產品
本店 Jellycat 產品多屬於預訂或海外直送，下單時會列明預計到貨時間（例如：2–6 週內到貨）。
網站標示為「可預購」的商品，代表我們已確認有穩定貨源，可為您安全安排購買。
預購時間（約 3–5 週）已包含國際運送、質檢及整理包裝後，再寄送到您的收貨地址的時間。
不同地區的物流時效會有所差異，我們採用較寬鬆的時間估算，讓您更安心等候。
所有預購商品均為確定可供應，並非「不一定有貨」。
價格與報價有效期
由於匯率、各國運送成本及人力搜尋成本可能變動，每次報價僅限有效期內使用，逾期需重新報價，且商品可能已售罄。
3. 貨品包裝及運送
所有貨品以原裝未拆封狀態寄出，讓客人享受最純正的開箱體驗。
本店提供基本防塵防污包裝（透明膠袋＋物流運送袋）。
如需加箱包裝，請於下單時提出，需另外收費 $20 為紙箱費用。
國際及本地運送過程中，可能導致貨品有輕微損耗或包裝壓痕，如不影響貨品正常使用，本店恕不接受退換，敬請理解。
關於 Jellycat 紙牌保護套（膠套）
我們會為代購 Jellycat 公仔提供自家 tag 保護套，但以下情況可能不設包裝而不會另行通知：
- 膠套臨時缺貨
- 掛件商品（如吊飾、公仔鎖匙扣）不設保護套
- 個別 Jellycat 款式紙牌吊繩為特殊構造，或我們判斷加套可能會壓到公仔本體或造成損傷的情況
4. 夾單安排
如需將未出貨訂單夾單寄出，請在網站「Chat with Us」、WhatsApp 97306417 或 Instagram @icecreamshopper_hk DM 聯絡我們，講明需夾單的訂單編號。
例子：幾天前下單的訂單編號 XXXXXX，今日下單希望夾單寄出。
如無特別註明，每張訂單將獨立處理，到貨即安排寄出，小店不會主動搜尋客人其他訂單。
5. 訂單異常處理
預訂產品如遇停產或供應中斷，小店將主動聯絡客人，並安排相關退款。
6. 運送與到貨
當所有貨品到齊並完成檢查後，我們會安排寄出，並透過電郵通知運單編號。
網站所列的所有貨期均為預計時間，並非保證到達日期。國際物流可能受多項非本店合理控制範圍內的因素影響，包括海關清關、物流公司運作、航空運力、旺季、天氣及公眾假期等。
如因國際運輸、海關清關或其他非本店合理控制範圍內的情況而出現延誤，單純超出原定預計貨期並不構成取消訂單或退款的理由。
運費將按照客人下單時我們所掌握的商品尺寸、重量、目的地及相關運送資料計算。
如商品屬大型、特殊形狀或體積較大的貨品，最終運費可能受商品實際尺寸、包裝尺寸或體積重影響。如實際運費明顯高於原先計算的運費，我們可能會於寄出前聯絡客人確認所需的額外運費。
一般貨品寄出後約 2–3 個工作天送達（如適用，並視乎物流公司安排）。
改變主意、退貨及換貨
由於本店提供代購及採購服務，訂單確認後，恕不接受因客人改變主意或個人喜好而提出的取消、退貨、換貨或退款要求。
包括但不限於：收到商品後不再想要、因個人喜好而不喜歡商品，或客人自行選錯商品、款式、顏色或尺寸等情況。
如 Icecreamshopper 未能成功採購訂購商品，或由我們錯誤提供了與訂單不符的商品，則不受上述限制。
7. Jellycat 產品代購免責聲明
本店於代購 Jellycat 產品時會盡量檢查貨品狀態，如明顯污跡、破損等情況會盡力避免。
由於市面上存在大量 Jellycat 仿冒品，為保障雙方權益，本店出售的 Jellycat 產品一經寄出／交收後，恕不接受任何形式退換或退款要求。
Jellycat 產品均為手工製作商品，生產過程中有機會出現細微瑕疵，包括但不限於：
- 輕微脫線或針線不工整
- 車線位置偏移或比例差異
- 刺繡小瑕疵
- 毛絨分布不均、小毛粒或布料表面壓痕
- 公仔形狀大小略有不同（如偏胖或偏瘦）
- 填充量不一或軟硬程度不同
- 五官位置輕微偏差
以上均屬官方標準範圍內的自然現象，並不屬於瑕疵範圍，不設退換，敬請理解。
小店作為代購方，並不承擔因以上官方認可輕微瑕疵而產生之退換貨責任，敬請客人理解並接受後下單。
關於 Jellycat 紙牌狀況說明
本店出售的是 Jellycat 公仔本體，而非紙牌。
紙牌主要為品牌配件，雖然我們會盡量保護，但因以下原因，有時會出現輕微折痕或彎曲：
- 官方門市／授權門市在撕除價錢標籤時可能連帶損壞紙牌
- 陳列、搬運或物流擠壓導致彎曲
我們每件都會檢查，確保公仔本身完好。若發現紙牌有明顯重大損毀問題（如破裂、缺角、缺邊等結構性損壞，或表面出現大片刮痕、磨損、污漬或滲水痕跡），會第一時間通知客人。
但基於此類情況並不影響公仔本身，亦非屬商品本體瑕疵，因此恕無法退換，敬請理解。
如對紙牌有特別要求，或屬於完美主義收藏，建議下單前先查詢，或下單時主動提醒我們，以便我們特別留意並建議合適的包裝和送貨方法。
感謝大家體諒代購運作中的細節，我們會一如既往用心處理每一張訂單。
購物前請注意
下單及付款即代表您已閱讀並同意本店《購買須知》及免責條款。
請務必於結帳前確認所有細節，如有疑問可先向我們查詢。