Shipping & Returns

When will my order arrive?

When you check out, a list of shipping carriers and their associated costs and shipping windows will be displayed . Please add this duration to our processing time of 2-4 business days to estimate your final delivery date. Once your order has shipped, you will receive an email containing your order details, estimated delivery time, and tracking number. Your tracking number will activate to show movement once the parcel is scanned in at the first courier-specific sorting facility. This is generally within 24 hours of receiving your shipping notification. We strive to meet the estimated delivery window but cannot guarantee that such estimate can be met. If you urgently need an item delivered within Hong Kong, please WhatsApp us for same day arrangements or for private pickup at our warehouse. 

Do you ship furniture?

Furniture shipping via our website is currently available for Hong Kong only. We will contact you within 1-2 business days to arrange a delivery appointment for your furniture within 10 business days of your order placement and acceptance. We use a third party logistics partner, such as GogoX or LalaMove, to deliver furniture. Our Current Service Area is Hong Kong Island, Kowloon and most of the New Territories. We do not service the Outlying Islands. Please review our Furniture Delivery Terms before placing an order, as penalties maybe be incurred for inaccurate destination information, late cancellations and absentee receivers.

Why are shipping restrictions applied to some products?

There are a variety of reasons certain products don't ship to your destination, chiefly size. If you are an international client interested in an item that doesn’t currently ship to your country, please contact us for custom transport solutions. For any other specific shipping needs including providing your own logistics options, the Permanent Resident team is always available.

When will my Preorder item Ship?

Shipping windows are clearly displayed on each Preorder product page under the 'Add to Cart' button. The item's estimated shipping window is also reiterated on the follow up email you will receive after your order is confirmed. When your Preorder item arrives in stock, Permanent Resident will send a shipping confirmation and your shipping process will continue as a normal order.

Will I be charged a delivery fee?

You pay your delivery fees directly at checkout.

Will I be charged any duties or taxes?

Taxes and duties applicable to your order depend on the shipping country of your order:

- Orders from Hong Kong SAR are not subject to taxes and duties.

- Orders from countries served on a Delivery Duty Paid (DDP) basis will incur relevant import tax and duty and will be included in the final purchase price. This one-step process is for your convenience. Please note that the import tax and duty charges would be passed to the relevant local Customs authorities and are therefore non-refundable in the event of a return. You will only be charged taxes and duties once; Permanent Resident will cover the cost of taxes and duties for replacements on damaged items.

- Orders from countries served on a Delivery Duty Unpaid (DDU) basis will only be charged for the price of the product(s) purchased (excluding taxes and duties) and the delivery costs. Customers will be responsible for the payment of all import tax and duties levied by the country to which the products are shipped and payment of the said tax and duties is necessary for the release of the products ordered from the Customs on arrival. For customers that have an opt-out at checkout, tax and duty will be charged upon the shipment's arrival in the destination country. Local sales tax will be charged on all orders at checkout in selected states where applicable. The associated courier will contact customers about the details of any import duty to pay. We advise you to contact your local customs authority to determine the cost of import tax and duties of your order prior to your placing orders with us. If you failed to pay Import Charges or refused to accept Products otherwise than in accordance with the return procedure under these General Terms and Conditions (including not providing the documentation required by Customs), in each case resulting with the Products being returned or needing to be returned, then you may be liable for the return delivery costs and may not be reimbursed or refunded for delivery costs paid by you for making the delivery to you. We may also charge you with additional direct or indirect charges resulting from said failure or refusal, to the extent permitted under applicable law. It is your responsibility as the customer to report any purchases of tangible personal property that have not been taxed by Permanent Resident and pay use tax on those purchases unless exempt under local state law. Please be aware that if you don't choose to pay the import taxes we reserve the right to charge any additional costs incurred by Permanent Resident to you.  

Can I return or exchange International order?

We are not currently accepting returns for orders shipped internationally (i.e. outside of Hong Kong). This policy is clearly noted on each product page. However, if your item arrives damaged, you may be eligible for a replacement. Please scroll down for more on damages.

Is my item eligible for return?

Please visit the item’s product page to confirm your item and location is eligible for returns and to review if you are responsible for return shipping fees. There are no returns on international orders, custom items or sale items. When trying out products in your home, you should not damage the original packaging should you wish to return the purchased product. Your item must be unused and in perfect condition to be eligible for return. All interior and exterior packaging materials must be preserved or your return may be refused. 

How do I return an eligible non-furniture item?

Simply notify us of your intent to return the item within 7 days of the item’s original delivery to you by contacting info@permanent-resident.com, letting us know if you prefer a refund to your original payment method or site credit. Once we confirm your return request, we will send you a return label and organize a collection time for your item which must be within 14 days of the original delivery date. Please pack your item(s) in their original shipping materials for the return, do not repack in your own packaging. 

How do I return eligible furniture?

Simply notify us of your intent to return the furniture within 2 days of the item’s original delivery to you by contacting info@permanent-resident.com. For furniture, we issue refunds for the item value only, original shipping costs are non-refundable. Furthermore, you will be be fully liable for the return shipping cost and coordination as we do not offer pick-up service. Once we confirm your return request, you will need to contact the courier of your choosing. We recommend GogoVan and Lalamove, but we take no liability for any third party service. Please note that your courier's fees should be arranged to include door to door service. We accept returns in our warehouse M-F 10AM-5PM (excluding public holidays) with 24 hours notice. The item must be returned to us within 7 days of the original delivery date, unused and in perfect condition. All packaging materials must be preserved or your return may be refused. You and/or your courier may be responsible for adding extra packaging to secure the item if the original packaging was damaged in unwrapping. You will assume responsibility for costs, risks and damages sustained in the return process. If the item or its packaging has been used or damaged, Permanent Resident reserves the right to reject the return. If you would like to take back possession of the rejected return you may schedule a pickup at our warehouse as above. 

How long will it take to receive my refund?

When the returned product(s) and their original packaging materials reach our warehouse and are confirmed to be in the same state in which they were initially shipped, we will issue a refund of the item value minus the original shipping cost to your choice of your original payment method or a site credit. Your refund will be issued within 7 business days. Credit card refunds often take up to one month to reflect on your account depending on your issuing bank and Permanent Resident takes no responsibility for this duration or any issues arising with your banking service providers. Site credit will be valid for one year from the date of issue.

Can I return or exchange a gift order?

Gift orders may be returned according to the applicable above return policies stated above. If the person returning the item is not the party responsible for the original order placement and payment, a site credit can be issued instead. Please contact info@permanent-resident.com for further information.  Gift Cards are not applicable for return, though they are transferable. 

What if my order arrives damaged? 

If your order arrives damaged, please report this to us via info@permanent-resident.com within 2 days of your order’s delivery. Evidence is required for us to claim insurance and thus refund or replace your order. Please send clear photos and videos of the item(s), the interior packaging, and the exterior packaging. You can choose to have the item(s) in question replaced (if available) or refunded to your original payment method or in site credit within 7 business days. If a replacement item is not available, you will be refunded to your original payment method or site credit within 7 business days. Credit card refunds often take up to one month to reflect on your account depending on your issuing bank and Permanent Resident takes no responsibility for this duration. Site credit will be valid for one year from the date of issue.