All orders are custom-produced and shipped directly from our studio in Hong Kong. We do not use third-party fulfilment warehouses. Every order is:

• 🇭🇰 Produced in our Hong Kong studio
• 🔍 Quality-checked before dispatch
• 📦 Carefully packaged in-house
• 🌍 Shipped worldwide to over 50 countries and regions

When your order leaves our hands — it is ready.

All custom rock slate photo orders are produced and ready to dispatch within 2 business days of order confirmation and photo approval.

You will receive an automatic email with your tracking number the moment your order is dispatched.

Estimated delivery timeframes after your order ships from Hong Kong:

🌍 Destination
Hong Kong Local
1 – 3 business days

Asia (SG, JP, KR, TW, MY, TH)
8 – 11 business days

USA & Canada
11 – 13 business days

Europe & UK
10 – 12 business days

Australia & New Zealand
10 – 13 business days

Rest of World
12 – 18 business days

Delivery times are estimates and may vary during peak seasons, public holidays, or due to customs clearance in your country.

Shipping fees are calculated automatically at checkout based on your:

• 📍 Delivery destination
• ⚖️ Order weight and dimensions
• 📦 Number of items ordered

We regularly run free shipping promotions — subscribe to our email list and follow our social media to be the first to know.

⚠️ Important note: Due to rising global oil prices, a temporary +15% air freight surcharge currently applies to orders under USD 40. Orders USD 40 and above are not affected. We are absorbing an equal amount ourselves.

Yes — always. As soon as your order is dispatched from our Hong Kong studio, you will automatically receive:

• 📧 An email notification with your tracking number
• 🔗 A direct link to track your parcel in real time

You can also visit our Parcel Tracking page on the website anytime to check your live delivery status. We recommend bookmarking it for easy access after your order ships.

Yes — always. As soon as your order is dispatched from our Hong Kong studio, you will automatically receive:

• 📧 An email notification with your tracking number
• 🔗 A direct link to track your parcel in real time

You can also visit our Parcel Tracking page on the website anytime to check your live delivery status. We recommend bookmarking it for easy access after your order ships.

Absolutely! This is one of our most popular options. Simply:

1. Enter the recipient's name and delivery address at checkout
2. Add your personalised gift message in the gift note field
3. Complete your order as normal

We will ship directly to them with:

• ✅ No invoice or pricing included in the package
• ✅ Your personalised message included
• ✅ Beautifully packaged and presentation-ready
• ✅ Gift ready to unwrap — straight to their door

Shipping costs at checkout do not include customs duties or import taxes, which are set by your country's local authorities and vary by destination.

Key points to know:

• 💰 Customs fees are the buyer's responsibility
• 📋 Fees vary by country and declared value
• ⏱️ Customs clearance may add extra days to delivery
• 📞 Contact your local customs office for specific rates

We recommend checking your country's import regulations before placing your order to avoid unexpected fees upon delivery.

If your parcel has not arrived within the estimated delivery timeframe, here is what to do:

1. ✅ Check your tracking number — visit our Parcel Tracking page for live updates
2. ✅ Check with your local post office — sometimes parcels are held for collection
3. ✅ Allow extra time during peak seasons — Christmas, CNY, and major holidays can cause delays
4. 📧 Contact us if the parcel is significantly overdue — we will investigate with the courier

Please allow 3–5 extra business days beyond the estimated delivery window before raising a delay enquiry, as international shipping occasionally encounters minor delays outside our control.

Q9. What if my parcel is lost in transit?

In the rare event that your parcel is confirmed lost by the courier after a full investigation, we will offer you a choice:

• 🔄 Free reprint and reship — we reproduce and resend your order at no charge
• 💰 Full refund — returned to your original payment method

Lost parcel investigations typically take 5–10 business days to complete with the courier. We will keep you fully informed throughout the process and resolve it as quickly as possible.

Q10. Do you ship to all countries? Are there any restrictions?

We currently ship to over 50 countries and regions worldwide. However, there are a small number of destinations we are currently unable to service due to:

• ✈️ No reliable air freight route available
• 🚫 Local postal or customs restrictions
• ⚠️ Active conflict zones or regions with suspended postal services

To check if we deliver to your address:
Simply enter your delivery address at checkout — the system will automatically confirm whether delivery is available to your location. If your country is not available, please contact us and we will explore alternative shipping options for you.

In the rare event that your parcel is confirmed lost by the courier after a full investigation, we will offer you a choice:

• 🔄 Free reprint and reship — we reproduce and resend your order at no charge
• 💰 Full refund — returned to your original payment method

Lost parcel investigations typically take 5–10 business days to complete with the courier. We will keep you fully informed throughout the process and resolve it as quickly as possible.

We currently ship to over 50 countries and regions worldwide. However, there are a small number of destinations we are currently unable to service due to:

• ✈️ No reliable air freight route available
• 🚫 Local postal or customs restrictions
• ⚠️ Active conflict zones or regions with suspended postal services

To check if we deliver to your address:
Simply enter your delivery address at checkout — the system will automatically confirm whether delivery is available to your location. If your country is not available, please contact us and we will explore alternative shipping options for you.