Shipping & Returns

Last updated: 20 October 2026

Thanks for supporting UrbanHKG! Here's how orders from our online store work.

Printed to order

All our merch (caps, tees, mugs, desk mats, paper prints and canvas prints) is printed to order and shipped by our print partner, Printful, from outside Hong Kong. Your item is made just for you once you order, which means less waste but a little more waiting.

Delivery

  • Delivery time: usually 6–8 working days from when you order.

  • Where we ship: worldwide.

  • Shipping cost: a flat HK$100 per order, shown at checkout.

  • Tracking: we'll email you tracking details when they're available.

  • Import duties & taxes: any customs duties or taxes in your country are paid by the buyer.

  • Couriers, customs or public holidays can sometimes cause delays.

Payment is taken securely at checkout through Squarespace (processed by Stripe).

Gift vouchers

Gift vouchers are digital, so nothing is shipped. Your voucher is emailed to you within 24 hours of purchase. Can't find it? Check your spam folder, then contact us.

Damaged or misprinted items

We want you to love what you receive. If something arrives damaged, misprinted or wrong:

  1. Contact us within 14 days of delivery.

  2. Send your order number and a clear photo of the problem.

  3. We'll arrange a free reprint or a refund, whichever you prefer. You don't need to send the item back unless we ask you to.

Change of mind

Because each item is made specially for you, we can't accept returns or exchanges for change of mind, for example over size or colour. Please check the product details and size guides before ordering.

Order not arrived?

If your order hasn't arrived within 15 working days, please get in touch and we'll follow it up with Printful. Please double-check your delivery address at checkout. We can't be responsible for orders sent to an incorrect address you've given us.

Contact us