Once your order is placed, changes or cancellations aren’t always possible. However, if you get in touch with our customer service team as soon as you can, we’ll do our best to assist depending on the status of your order.

At the moment, we only ship within Hong Kong. But don’t worry—international shipping is coming soon! Stay tuned for updates.

We accept a variety of payment options, including credit cards (Visa, MasterCard, American Express), Alipay, Alipay HK, WeChat Wallet, and FPS payments.

Absolutely! Your payment information is processed securely, and we don’t store any of your details on our servers.

We usually process orders within 3 business days. Delivery times will depend on your location, the shipping option you choose during checkout, public holidays or external factors beyond our control.

Once your order is shipped, we’ll send you a tracking number via email. You can use it to check your shipment’s progress on the carrier’s website.

Yes, we offer free shipping on all orders within Hong Kong!

If your shipment is delayed or lost, please contact our customer service team for assistance via info@thewhitehippo.com. We will work with the carrier to resolve the issue as quickly as possible. Please allow extra time for shipments during holidays or peak shopping seasons.

You can return items within 30 days of receiving them, as long as they’re in their original condition. For more details, please visit our Terms and Conditions page.

Reach out to our customer service team via info@thewhitehippo.com, and they’ll guide you through the process of returning or exchanging your item.

If you’re returning a product, you’ll need to cover the return shipping cost. For exchanges, we’ll cover the shipping cost for the replacement item.

Yes, if your product arrives faulty, just send video proof to us at info@thewhitehippo.com, and we’ll issue a full refund after verifying the issue.

Once we’ve received and inspected your returned item, refunds are processed within 30 business days. Depending on your payment method, it may take a bit longer for the refund to show up in your account.

We do our best to show our products as accurately as possible. However, the actual colors may look slightly different due to your screen settings or lighting conditions.

You can reach our friendly customer support team by email at info@thewhitehippo.com. We’re available Monday through Friday from 9:00 AM to 6:00 PM.

If there’s any problem with your order, just contact our customer support team at info@thewhitehippo.com and we’ll do our best to sort it out for you quickly.