Shipping Policy

All orders are processed within 1 to 2 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. Order processing time is separate from shipping time.

Kindly note that potential delays due to high volume or orders or courier delivery problems are outside of our control.

Local Delivery

Free local delivery is available for orders over $900 in Hong Kong, including remote areas and islands such as Discovery Bay and Lamma Island. For orders under $900, we charge $30 flat rate for local delivery.

Deliveries are made from 08:00 to 19:00 on weekdays and Saturday by S.F. Express. The courier from S.F. Express may contact you with the phone number you provided at checkout to arrange delivery.

S.F. In-store Pickup

Local pickup is available at S.F. Stores, S.F. Service Centres and E.F. Lockers. After placing your order and selecting S.F. local pickup at checkout, your order will be prepared and ready for pick up within 2 to 3 business days. A text message will be sent to you by S.F. Express when your order is ready along with instructions.

Each S.F. store has different business hours. Please check with them before picking up and have the text message with you when you go.

International Shipping

We offer international shipping to the following countries: Taiwan, Macau, Japan, South Korea.

Shipping charges for your order will be calculated and displayed at checkout. Shipping time is generally 5 to 20 days for international shipping depending on the destination.

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Gentle Bro is not responsible for these charges if they are applied and are your responsibility as the customer.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 24 hours for the tracking information to become available.

If you haven’t received your order within 7 days of receiving your shipping confirmation email, please contact us at order@gentlebro.com.hk with your name and order number, and we will look into it for you.

You can also visit the account page on our website to view your order status and tracking.

Refunds, Returns, and Exchanges

We accept returns up to 14 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return.

In the event that your order arrives damaged in any way, please email us as soon as possible at order@gentlebro.com.hk with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

If you have any further questions, please don’t hesitate to contact us at info@gentlebro.com.hk.