FAQs

How do I know when my order is confirmed? 

You will receive an order confirmation email from us once your order is confirmed. We will further notify you via email when the order has been dispatched.

Cancel an order

If your order has not yet been fulfilled, we can cancel your order and process a complete refund to your original payment method. To cancel your order, you can contact us via email (hello@thefeelia.com). We unfortunately cannot cancel orders once they have shipped. You may want information on a return instead.

Change an order’s shipping method

If your order has not yet been shipped and you'd like to change the shipping service, please contact us and we'll be happy to assist!

Change an order’s shipping address

If your order has not yet been shipped and you'd like to change the shipping address, please  contact us and we'll be happy to assist!

Change an order’s billing address or billing method

We cannot change the billing address or billing method once your order is placed. If there's a small error in your billing address but the payment has cleared, no need to worry! Everything should be good.

Remove items from an order

If your order has not yet shipped and you need to remove an item (or items), but don't want to cancel the whole thing, please contact us and we'll be happy to assist!

Add items to an order

Unfortunately we cannot add items to an order once it has been placed. You'll need to place a separate order, or we can cancel your order so you can place a new single order with everything you'd like included. If you need to cancel your order for this reason, just contact us for further assistance.

 

Change size for an item in an unfulfilled order

If you accidentally picked the wrong size for the clothing and your order hasn't shipped yet, you can contact us to request a size change. Size change requests depend on whether we have stock available, so we'll email you to confirm if we're able to make your requested change. However, if your order has already been dispatched, it's too late for us to make any changes!

 

I had a problem with my billing information my order was not completed successfully, but there's a charge on my bank account!

Sorry to hear that! If your order was not completed successfully and you were not provided with an order number, it's likely that payment has not been collected and what you're seeing on your statement is an authorization hold. This should expire and be refunded to your account after a few days. This typically happens when an order fails completely due to payment problems, but you may sometimes see an additional authorization hold if you make an initial failed payment attempt with one payment method followed by a successful payment through a different method. However, since it is an issue with the payment provider, you shall contact the payment provider for support. 

I made an order and have been charged, but I have not received any order confirmation email.

If you did receive an order number and have been charged, but have not received an order confirmation email, it's possible you're having trouble receiving our emails or you may have input the wrong email address during checkout. If your order confirmation isn't hiding in a spam folder, please feel free to contact us with your order number so we can make sure your contact information is correct.

Where do you ship to? 

We deliver to Hong Kong and international destination. Standard and Express Delivery services are both available delivery options regardless the shipping destination. 

 

Order and Shipping procedure

1. You will receive an email confirmation with order number once your order has been successfully placed. Please make sure your shipping address is correct as we are unable to redirect goods once they are in transit to you.
2. Once your order is prepared for shipping, you will receive a shipping confirmation email with a tracking number. Please use this tracking number to keep tabs on the progress of your delivery.
3. Feelia will not be responsible for stolen or unretrieved orders. Please closely monitor the delivery of your shipment.
4. We begin preparing your order shortly after it is placed. This being so, we cannot guarantee that a change or cancellation can be made once your order is confirmed. This change would include the ship to address.

 

How does Standard Delivery work?

Domestic Delivery (Hong Kong)

• If the shipping destination is in Hong Kong and standard delivery is applied, your order will arrive within 7 working days upon the order is dispatched.
• Standard Delivery to Hong Kong costs HKD $80 or is free for orders over HD $800.

International Delivery (Destination outside of Hong Kong)

• If the shipping destination is outside of Hong Kong and Standard Delivery is applied, the order will arrive in 2-4 work weeks upon it is dispatched given that custom clearance is handled in a timely manner.
• Standard Delivery to destination outside of Hong Kong would cost HKD $250 or is free for orders over HD $2000.

Kindly note that the actual delivery time might differ subject to the courier provider and other circumstances, the delivery lead time is not guaranteed.

Please note that due to certain restrictions from some countries and shipping providers, the shipping and delivery lead times might be longer than usual. If this presents any problems for your order, please don’t hesitate to contact us. 

 

How does Express Delivery work?

Domestic Delivery (Hong Kong)

• If the shipping destination is in Hong Kong and standard delivery is applied, your order will arrive within 3 working days upon the order is dispatched.
• Express Delivery to Hong Kong costs HKD $120.

International Delivery (Destination outside of Hong Kong)

• If the shipping destination is outside of Hong Kong and Express Delivery is applied, the order will arrive in 1-2 work weeks upon it is dispatched given that the custom clearance is handled in a timely manner.
• Express Delivery to international destination (outside of Hong Kong) would cost HKD $350.

Kindly note that the actual delivery time might differ subject to the courier provider and other circumstances, the delivery lead time is not guaranteed.

Please note that due to certain restrictions from some countries and shipping providers, the shipping and delivery lead times might be longer than usual. If this presents any problems for your order, please don’t hesitate to contact us  contact us. 

Can I refund the items I purchase? 

You can return eligible items within 7 days of receiving an order. Items that are customized or special ordered are not eligible for return.

 

How to request for a refund? 

To initiate the return process, contact us at hello@thefeelia.com with your order number, item(s) you wish to return, and reason(s) for return request. A Return Authorization number (RA number) will then be provided to you with return instructions.

Please note that we reserve the right to refuse any returns without a valid RA number or if they do not meet the following terms - items must be returned unopened, sealed, unused, unworn, unwashed, with tags, in their original packaging, and in the same condition in which it was received by you.

 

Do you handle the shipping charge for refund? 

Feelia does not offer free shipping on returns unless product arrives damaged or the wrong item(s) is shipped to you. Please be sure to contact hello@thefeelia.com to advise them of any damages or wrong items received.

All shipping charges are non-refundable.

 

When should I expect receiving my refund? 

Refund will be applied on original form of payment within 30 days of receipt of item(s) to our warehouse.

 

Do you accept exchange of purchased items? 

We do not offer Exchanges. Should you wish to receive an exchange of product, please initiate a return and place a new online order.

Machine Washing 

1. Wash in cold water, optimally keep the water temperature at 30°C or below  (*must)

2. Best to run a silk-only load on a delicate wash cycle in cool water if possible 

3. If you'd like to mix your silk with other garment during washing, it is best to place your silk pieces in a fine mesh laundry bag to protect it from damage

• Washing the silk pillowcases / beddings: remember to turn it inside out beforehand! 

4. Make sure your washing machine is on a mild spin cycle (*must)

5. Use special detergent made for delicate fibres, its usually for silks and wool (optimal)

6. Lay flat, just hang it to dry naturally 

 

Hand Washing 

1. Wash in cold water, optimally keep the water temperature at 30°C or below

2. Use special detergent made for delicate fibres, its usually for silks and wool (optimal)

3. Lay flat, just hang it to dry naturally 

 

How to keep the silk looking smooth?

Silk, by nature, is prone to wrinkling. But, there are a few easy ways you could do to keep your silk smooth and supple looking: 

1. Make use of the shower steam! Hang your silk wear in the bathroom right before you hit the shower to allow the mild steam and heat smoothen the silk gradually. 

2. Use a steamer and put on low heat to smoothen your silk wrinkles 

3. Ironing with lower temp mode and switch on the steam. Extra care point: it you're afraid ironing would damage your silk you can use a white cloth on top of it while ironing.

4. Put your silk in the drying machine 

 

Where can I get a promo code? 

We often run special promotion on our website so you can check out the offers for promo codes on our home page! 

 

How do I use a promo code? 

You need to enter the code exactly as it was given to you and without any spaces. Type or copy and paste the code into the 'Promo code' box:

Once you've entered the code, click on 'Apply' and it will add the code to your order. You’ll then see the promo value, and the total of your order will change to reflect the code.

You can only use one promo code per order, that includes any codes offering free delivery.

Please note: you can’t apply a code to an order after it’s placed, so make sure to do it at checkout!

 

Promo code T&Cs 

Each Promo Code has its own terms, which will be made clear at the time it’s issued to you (e.g. what products, single/multiple use, when it can be used etc).

Unless we tell you otherwise, Promo Codes can’t be used to buy Feelia's discounted products,.

 

My Promo Code is not working

 

if a Promo Code can’t run properly because incorrect input of promo code, the usage of code is being violated, technical errors, or anything else that is beyond our control that affects the running or fairness of the Promo Code – Feelia reserves the right to cancel, modify or suspend the use of Promo Code.