Shipping policy

# SHIPPING POLICY

**Last updated: 17 July 2026**

This Shipping Policy explains how orders placed through **https://nike-hk.com** are processed, shipped and delivered.

NIKE-HK is operated by **HK YU YUAN INDUSTRIAL LIMITED**, a company registered in Hong Kong.

## 1. Order Processing

Orders are normally processed within **1–3 business days** after payment has been successfully authorised.

Business days are Monday to Friday, excluding Hong Kong public holidays and public holidays that affect our fulfilment partners or delivery carriers.

Orders placed on weekends or public holidays will normally begin processing on the next business day.

During product launches, promotional periods, holidays or periods of unusually high demand, processing may take longer. If a material delay affects an order, we will make reasonable efforts to contact the customer.

An order confirmation email confirms that we have received the order. It does not mean that the order has been dispatched.

A separate shipping confirmation email will be sent when the order has been handed to the carrier.

## 2. Delivery Destinations

We primarily deliver to customers in Europe.

Available delivery destinations are shown during checkout. If a country or region cannot be selected during checkout, we do not currently offer delivery to that destination.

We may be unable to deliver to:

- PO boxes.
- Military addresses.
- Parcel-forwarding services.
- Hotels or temporary accommodation.
- Remote territories not supported by our carriers.
- Addresses restricted by applicable laws or carrier policies.

We reserve the right to cancel and refund an order if reliable delivery to the supplied address is unavailable.

## 3. Estimated Delivery Times

Estimated delivery times begin after the order has been processed and dispatched.

The estimated delivery time for all supported European destinations is:

**10–20 business days after dispatch.**

This delivery estimate applies to France, Germany, the Netherlands, Belgium, Italy, Spain, Portugal, other supported European Union countries, the United Kingdom, Switzerland and Norway.

Delivery times are estimates and are not guaranteed delivery dates.

The total estimated time from placing an order to receiving it is normally approximately **11–23 business days**, including order processing.

Delivery may take longer because of:

- Customs inspections or administrative processing.
- Carrier disruption.
- Severe weather.
- Strikes or industrial action.
- Public holidays.
- Remote delivery locations.
- Incorrect or incomplete address information.
- Security or fraud checks.
- Events outside our reasonable control.

If a material delay affects an order, we will make reasonable efforts to provide updated information to the customer.

## 4. Shipping Charges

Available shipping methods and applicable shipping charges are displayed during checkout before payment.

Shipping charges may depend on:

- Delivery destination.
- Parcel weight and dimensions.
- Product value.
- Selected delivery method.
- Promotional free-shipping eligibility.

Customers will have an opportunity to review the applicable shipping charge before submitting the order.

We will not charge undisclosed shipping fees after an order has been placed.

## 5. VAT, Customs Duties and Import Charges

Orders to supported European destinations are shipped on a **Delivered Duty Paid basis**.

Applicable VAT, customs duties and import charges are included in the amount paid by the customer at checkout.

Customers should not normally be required to pay additional VAT, customs duties or import charges when the parcel is delivered.

If a carrier or customs authority requests an unexpected payment, contact us at **support@nike-hk.com** before making the payment.

Please provide:

- Your order number.
- A copy or photograph of the payment request.
- The carrier’s name.
- The parcel tracking number.
- Any relevant customs documentation.

We will investigate the request and provide appropriate assistance.

## 6. Order Tracking

When an order has been dispatched, we will send a shipping confirmation email containing a tracking number or a link to the carrier’s tracking service.

Tracking information may take **24–72 hours** after dispatch to become active.

Customers are responsible for monitoring tracking updates and responding to reasonable delivery instructions from the carrier.

A temporary lack of tracking updates does not necessarily mean that a parcel has been lost.

International parcels may not receive a new tracking scan while travelling between logistics facilities or undergoing customs processing.

## 7. Address Accuracy

Customers must provide complete and accurate delivery information, including:

- Full name.
- Street address.
- Apartment, unit or building number.
- City.
- Postal code.
- Country.
- Telephone number.
- Email address.

Contact us immediately at **support@nike-hk.com** if the delivery address is incorrect.

We cannot guarantee that an address can be changed after an order has entered processing or been dispatched.

Where permitted by law, additional costs resulting from an incorrect or incomplete address may be charged to the customer.

## 8. Address Changes

We may be able to update a delivery address before dispatch, but we cannot guarantee that a requested change will be completed.

Once an order has been dispatched, an address change may need to be requested directly from the carrier. Carrier restrictions and additional charges may apply.

For security reasons, we may refuse an address change where the new address differs materially from the billing address or original delivery information.

If an address cannot be changed, the customer may need to receive the parcel at the original address or wait for the parcel to be returned.

## 9. Split Shipments

An order containing multiple products may be shipped in more than one parcel.

If an order is split:

- The customer may receive separate tracking numbers.
- Parcels may arrive on different days.
- The customer will not be charged additional shipping fees unless agreed before purchase.

A partial delivery does not necessarily mean that products are missing. Customers should check all shipping confirmation emails and tracking information before contacting us.

## 10. Delivery Attempts

The carrier may require:

- A signature.
- An access code.
- Identification.
- Collection from a local service point.
- Another reasonable form of delivery confirmation.

If nobody is available to receive the parcel, the carrier may attempt redelivery, leave the parcel at an authorised collection point or provide further delivery instructions.

Customers are responsible for following the carrier’s instructions and collecting parcels within the stated collection period.

## 11. Failed or Refused Delivery

If delivery fails because:

- The address is incorrect or incomplete.
- The customer does not respond to the carrier.
- The parcel is not collected within the carrier’s collection period.
- Delivery is refused without a valid legal reason.

the parcel may be returned to us or to our fulfilment partner.

Where permitted by law, reasonable return, storage and redelivery costs caused by the customer may be deducted from the refund or charged before redelivery.

If the customer would like the parcel to be shipped again, additional delivery charges may apply.

This section does not affect mandatory consumer rights or rights relating to defective, incorrect or non-conforming products.

## 12. Delayed Orders

If an order has not arrived within the estimated delivery period, customers should first check the tracking information and any messages from the carrier.

Customers may then contact us at **support@nike-hk.com** and provide:

- The order number.
- The recipient’s name.
- The tracking number.
- The delivery address.

We will contact the carrier or logistics provider and investigate the delay.

Customers should contact us within **30 days after the end of the estimated delivery period** so that we can investigate promptly.

A delay does not automatically mean that a parcel has been lost.

## 13. Lost Parcels

A parcel is not considered lost solely because tracking has not updated for several days.

If the carrier confirms that a parcel has been lost, or if the parcel remains undelivered after a reasonable investigation, we will provide an appropriate remedy in accordance with applicable law.

The remedy may include:

- Sending a replacement, subject to availability.
- Providing a refund to the original payment method.

For consumers in the European Union or European Economic Area, responsibility for the goods generally remains with us until the goods are physically delivered to the customer or to a person nominated by the customer.

An exception may apply where the customer independently appoints a carrier that was not offered by us.

## 14. Damaged Parcels

If a parcel or product arrives damaged, contact us as soon as reasonably possible at **support@nike-hk.com**.

Customers should keep:

- The product.
- The original product packaging.
- The external shipping box or mailer.
- All labels and delivery documentation.

Please provide clear photographs of:

- The external parcel.
- The shipping label.
- The damaged area.
- The product.
- The product box.
- Any damaged or missing accessories.

Do not discard the product or packaging until we have reviewed the claim.

Depending on the circumstances and applicable law, we may arrange:

- A replacement.
- A refund.
- A price reduction.
- Another appropriate remedy.

## 15. Incorrect or Missing Products

If you receive an incorrect product, incorrect size or an order with missing products, contact us promptly at **support@nike-hk.com**.

Please provide:

- Your order number.
- A description of the issue.
- Photographs of the products received.
- Photographs of the product labels and style codes.
- A photograph of the external shipping label.
- A photograph of the contents of the parcel.

Where the error is confirmed, we will cover the reasonable cost of correcting it.

Customers should not return an incorrect product before receiving return instructions from us.

## 16. Delivery Confirmation

A parcel may be considered delivered when the carrier’s tracking system records successful delivery to:

- The delivery address.
- A person at the delivery address.
- A nominated neighbour where permitted.
- An authorised collection point.
- Another location authorised by the customer.

If tracking shows delivery but the customer cannot locate the parcel, the customer should:

1. Check the delivery location carefully.
2. Ask household members, neighbours or building management.
3. Check for a carrier delivery notice.
4. Contact the carrier.
5. Contact us if the parcel remains missing.

We will assist with a reasonable carrier investigation.

## 17. Risk of Loss

For consumers in the European Union or European Economic Area, risk generally passes to the customer when the customer, or a person nominated by the customer, physically receives the goods.

This does not normally apply where the customer independently appoints a carrier that was not offered by us.

Nothing in this Shipping Policy limits rights that cannot lawfully be limited.

## 18. Returns

Shipping an order to a customer is separate from returning a product.

Returns, withdrawal rights, return-shipping costs and refund processing are governed by our Return and Refund Policy:

**https://nike-hk.com/policies/refund-policy**

For change-of-mind or incorrect-size returns, the customer may be responsible for return-shipping costs where permitted by law and disclosed before purchase.

Where a product is defective, damaged, incorrect or non-conforming, we will cover reasonable return costs where required by applicable law.

Customers must contact us before returning a product so that we can provide the appropriate return instructions.

## 19. Force Majeure

We are not responsible for delays caused by circumstances outside our reasonable control, including:

- Natural disasters.
- War or civil unrest.
- Government action.
- Customs disruption.
- Carrier network failure.
- Strikes or industrial action.
- Epidemics.
- Severe weather.
- Airport or port closure.
- Internet or payment-system outages.

We will take reasonable steps to reduce the effects of these events and keep affected customers informed where appropriate.

Mandatory consumer rights remain unaffected.

## 20. Policy Changes

We may update this Shipping Policy to reflect changes in carriers, delivery destinations, delivery times, costs, legal requirements or fulfilment operations.

The version applicable to an order is normally the version published when the order was placed.

The latest revision date appears at the top of this page.

## 21. Contact Us

For shipping questions, delivery problems or tracking assistance, contact:

**HK YU YUAN INDUSTRIAL LIMITED**  
Trading as: **NIKE-HK**

**Email:** support@nike-hk.com  
**Website:** https://nike-hk.com

Email support is available 24 hours a day, 7 days a week. We normally respond within 1–2 business days.