Terms of service

Effective date: 07/10/2026

  1. Introduction
    These Terms & Conditions (also referred to as “Conditions of Sale”) govern the purchase of products from SHAMSEILI via our website or other sales channels. By ordering from SHAMSEILI you agree to these terms. Please read them carefully.

  2. Definitions
    1. “Buyer” means the individual placing an order.
    2. “Product(s)” means goods offered for sale by SHAMSEILI.
    3. “Order” means the Buyer’s purchase request submitted through the checkout process.
    4. “We/Us/Our/SHAMSEILI” means SHAMSEILI, the seller.

  3. Eligibility to Purchase
    Only individuals (not legal entities) who have reached the age of legal majority in their jurisdiction and who have legal capacity may place an order. By placing an order you warrant you are buying as an end-user for personal use, not for resale or distribution.

  4. Ordering & Acceptance
    An order is complete once payment is received. You will receive an order confirmation by email with an order number. Acceptance and a binding sales contract are formed when we send a Confirmation of Order & Shipment (shipping confirmation). We may refuse or cancel orders at our discretion (for example, suspected fraud, pricing errors, stock limitations, or breach of these terms).

  5. Product Availability & Made‑to‑Order
    Products are made-to-order (pre-order basis) unless otherwise stated. Typical lead time is 30 days from order confirmation to delivery; we will notify you of any production delays. Quantity limits may apply. We reserve the right to refuse orders exceeding permitted production quantities.

  6. Prices, Taxes & Shipping
    1. Prices are quoted in Hong Kong Dollars (HKD) for buyers in Hong Kong and in United States Dollars (USD) for international buyers, unless otherwise stated. Prices exclude applicable taxes, VAT, duties, and shipping costs.
    2. For international orders, shipping charges and any applicable taxes, duties, or customs fees will be calculated at checkout and displayed before you confirm your order.
    3. Complimentary shipping applies to all orders within Hong Kong. Complimentary international shipping may apply to orders over USD 500 where indicated; such terms may be updated from time to time.
    4. Import duties, taxes, and customs fees are the buyer’s responsibility. Please check your local customs requirements before placing an order if you are unsure.
    5. We reserve the right to correct pricing errors and to modify prices, shipping charges, and promotional shipping terms at any time.

  7. Payment
    Full payment is required at the time the order is placed. Payment methods available at checkout are subject to validation and authorization. We may request additional information to process your payment. Payments are non-refundable except as provided in these Conditions or by applicable law.

  8. Acknowledgement & Order Confirmation
    After placing an order you will receive an Acknowledgement of Order email. Please review it and contact concierge@shamseili.com promptly if any information is incorrect. The order is confirmed and accepted when you receive our Confirmation of Order & Shipment email.

  9. Shipping & Delivery
    1. Shipping destinations: We ship only to the countries listed at checkout and do not currently ship to certain restricted addresses (including some military addresses, PO boxes and collection points). If your country is not listed, contact concierge@shamseili.com and our customer care team will respond within 24 hours.
    2. Shipping schedule: All items in an order ship together when all products are ready; we do not perform partial shipments unless communicated.
    3. Shipment confirmation: You will receive shipping confirmation and tracking information by email when your order ships. An adult signature is typically required on delivery.
    4. Delivery timing: We aim to deliver within 30 days of order confirmation for made-to-order items; where different lead times apply they will be stated on the product page. If delivery is delayed for reasons beyond our control we will notify you.
    5. Delivery risk: Risk passes to you upon delivery and signature at the delivery address or to the recipient you nominate. We may require ID verification at delivery for certain products.

  10. Returns, Exchanges & Refunds
    1. Returns eligibility: Items purchased directly from SHAMSEILI.com may be returned only if they meet the Conditions for Returns and are returned to SHAMSEILI within 10 business days of receipt.
    2. Conditions for Returns: Returned items must be new, unworn, in perfect condition, with all protective materials, tags, stickers (if applicable), the original SHAMSEILI box and delivery package, and all accessories and documents. Promotional or free items received with the order must be returned.
    3. Quality control: All returns are subject to strict quality control. Items failing quality control will be refused and returned to the buyer at the buyer’s cost.
    4. Non-returnable items: Limited edition and collaboration products cannot be canceled, refunded or exchanged. Personalized, engraved, bespoke or made‑to‑order items are generally non-returnable unless defective.
    5. Exchanges: We do not currently offer exchanges.
    6. Refunds: Where a return is accepted, refunds will be issued to the original buyer using the original payment method within 10 business days of our receipt and acceptance of the returned item, net of any transaction fees, shipping costs, restocking costs, and applicable duties and insurance.
    7. Return shipping costs: Unless otherwise stated, return shipping costs are the buyer’s responsibility. If the return is due to our error or a defective item, we will provide a prepaid return label. You must supply proof of shipment (receipt or tracking code and shipment date) when requested.
    8. Right of refusal: We reserve the right to refuse returns that do not comply with these Conditions for Returns.

  11. Warranty & Repairs
    Selected products may be covered by the SHAMSEILI Guarantee as noted on the product page or warranty documentation. Repairs are available at the buyer’s cost; contact concierge@shamseili.com for repair enquiries and quotes. Warranty does not cover damage caused by misuse, accidental damage, normal wear and tear, or unauthorized repairs.

  12. Personalization & Custom Orders
    Personalized orders (engraving, embossing or bespoke specifications) must include accurate text or instructions provided by the buyer. SHAMSEILI is not responsible for errors in personalization supplied by the buyer. Personalized/custom items are non-cancellable, non-returnable and non-refundable unless defective.

  13. Intellectual Property
    All content on our site, including text, images, designs, product imagery, logos and other materials, is owned or licensed by SHAMSEILI. No right or license is granted to use SHAMSEILI trademarks or content without prior written consent.

  14. Limitation of Liability
    To the fullest extent permitted by law, our aggregate liability for any claim related to any product or order shall be limited to the price paid for the product(s) in the applicable order. We shall not be liable for indirect, incidental, special or consequential losses. Nothing in these Conditions limits or excludes liability for death or personal injury resulting from our negligence or other liability that cannot be excluded under applicable law.

  15. Force Majeure
    We are not liable for any failure or delay in performing our obligations caused by events beyond our reasonable control, including but not limited to natural disasters, pandemics, strikes, government actions, customs delays, carrier failures or other similar events.

  16. Consumer Rights (Jurisdictional Protections)
    Where applicable, your statutory consumer rights under local law (including, for example, EU and UK distance‑selling rules and relevant US state consumer protection laws) supplement these Conditions. These rights may include cooling‑off or cancellation periods, remedies for faulty or non‑conforming goods, mandatory warranty protections, and specific timeframes for returns and refunds. Nothing in these Conditions is intended to reduce or remove any rights that cannot be excluded or limited by law in your jurisdiction. For details specific to your location or to exercise statutory rights, contact concierge@shamseili.com. If you reside in the EU, UK or certain US states, we can provide further jurisdiction-specific information on request.

  17. Privacy
    Our processing of your personal data is governed by our Privacy Policy. By placing an order you consent to the processing of your personal data as described therein.

  18. Changes to These Terms
    We may revise these Terms & Conditions from time to time. Updated versions will be published on our website with the effective date. Changes do not affect orders that have already been accepted except as required by law.

  19. Governing Law & Dispute Resolution
    These Conditions of Sale are governed by the laws of Hong Kong SAR. You may bring proceedings in the courts of Hong Kong SAR or in the country where you are domiciled. Before commencing formal proceedings, you and SHAMSEILI agree to attempt amicable resolution of disputes for a period of thirty (30) days.

  20. General Provisions
    1. Severability: If any provision is held to be invalid or unenforceable, the remainder of these Conditions shall remain in force.
    2. Entire agreement: These Conditions and any policies incorporated by reference constitute the entire agreement between you and SHAMSEILI in relation to the purchase of products and supersede prior agreements.
    3. No third-party rights: Except as expressly stated, no third party has rights to enforce these Conditions.

Contact For questions about orders, shipping, returns, repairs, consumer rights or these Terms & Conditions: Email: concierge@shamseili.com