ORDERING

Can I cancel or modify my order?

We process and complete orders as quickly as possible, including monogrammed items. If you have any modification requests or need to cancel, please contact us as soon as possible after placing your order. We cannot guarantee that we will be able to cancel or modify, but we will try our best to accommodate all requests.

 

SHIPPING

Where and how do you ship?

We ship to most countries in the world through tracked posting service.

When will I get my order?

Orders take 1-2 business days to process before they are shipped, and monogrammed items takes an extra 1-3 business days to process. Please note that if an order also contains non-monogrammed items, the entire order will be shipped out once the monogrammed item is ready.

Once shipped, delivery time depends on your location, typically between 4 to 28 days. International orders are subject to customs clearance, which may cause delays beyond provided delivery estimates. Please note that delivery days are estimates only and are not guaranteed. For more information, please see the table below: 

Location

Default Carrier

ETA

Hong Kong SAR

SF Express

 

1 – 2 days

Macao SAR

2 – 3 days

China

2 – 6 days

Taiwan*

Local postal service

2 – 7 days

Singapore

7 – 14 days

Australia / New Zealand

7 – 14 days

United Kingdom

7 – 14 days

United States

7 – 14 days

Rest of the world

7 – 20 days

 * If you would like to ship to Taiwan with SF Express (ETA 2 – 4 days after shipping), please leave your ID number during check out. This is to comply to the request from The Customs Administration, Ministry of Finance of Taiwan. For more information please click here.

You may experience delays in the shipping process as a result of COVID-19. We will always try to deliver your goods within our estimated delivery times below but actual delivery times are sometimes outside of our control. If you would like to receive the products through express shipping at an additional cost, please contact us for details at info@macarooon.com .

How much does shipping cost?

Macarooon offers free SF express shipping to Hong Kong addresses for orders over US$10 and free standard worldwide shipping for orders over US$40. For express shipping, please contact us. 

Do you offer express shipping?

Yes – Please contact us for details at info@macarooon.com .

 

TAXES & DUTIES

Are duties and taxes included?

Duties and taxes vary depending on each country, as such they are not included in your invoice. As duties, taxes and any other import duties are borne by customers, we recommend customers to check with local post office or customs office for the most accurate information.

  

PRODUCTS

Why there are spots / markings on my leather product?

Macarooon only uses premium Chevre leather, and it is normal for genuine leather to have unique grains and natural markings like scars, warts, insect bites, natural creases etc. – and this is what makes every leather product unique. We do not sand the leather to remove these markings like what is usually done on lower grade leather. 

Why the buttons are stiff?

New leather may be stiffer to press, but please be assured that after a few days of use the buttons will be soften.

Why the color of the products I receive look different as on the screen?

We try our best to minimize color deviation, but please be noted that different electronic devices and screens may display the same color with slight differences. 

Do you offer any other cases besides iPhone?

At the moment we dedicate our production on Apple products, but if you’re interested to know more about our future plans, please subscribe to our newsletter or leave us a comment here if you have any suggestions.

 

PERSONALIZATION

How many characters can be embossed?

A maximum of 10 to 20 characters can be embossed depending on the product and font style you choose. More information can be found on the product page. 

What products can be personalized/monogrammed?

Many of our products can be personalized. On the product page, you will see PERSONALIZE if the service is available.

  

AFTER-SALE SERVICE

How to report product problem?

For any missing / wrong / defective items of your order, you may report the problem by listing required information (i.e. product details, description of product issue, photos, etc.) within 7 days after receipt to info@macarooon.com.

The refund / exchange process could be completed within 2-3 days. We will notify you of the case result through email.

If product return / replacement is required, please retain all packing materials and ensure the product(s) is not used.

*Please note that only one return application can be submitted for each order.

  

PRODUCT CARE

How do I care for Macarooon leather products?

    • Do not expose to wet, damp or humid condition
    • Do not apply detergents or alcohol
    • Do not leave the leather product under prolonged sunlight
    • Avoid contact with sharp objects as they would scratch the leather.
    • Avoid friction with hard objects
    • For leather iPhone cases, particularly cases of lighter colors, avoid friction with dark garments or surfaces to prevent color transfer

     

    ABOUT US

    Do you have an actual storefront?

    We are an online only shop at the moment, with our office based in San Po Kong, Hong Kong.

     

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