1. Why should I register?
THEHANDMAKER.com is a chic and fashion-forward shopping website exclusive to our registered members. You are required to register in order to shop on the website.

2. How to register?
Very easy. All you have to do is to fill out a form in the Register section. Please note all requested fields should be completed.

3. Is there any registration/ membership fee?
It is totally free to register as a member of THE HANDMAKER and there is no membership fee.

4. How do you treat my personal data?
We will keep your personal data confidential and for use of our company only. We will not release your personal information to any third party. Please visit Private Policy for more information.

5. How can I update my personal information?
You can simply go to My Profile section to update your personal information at any time.

6. Can I change my login I.D. or password?
You cannot change your login I.D. (i.e. your registered email address) as it is the unique key for us to identify each member. If you want to change your password, please visit My Profile section. In fact, we encourage you to change your password from time to time for security reason.

7. What should I do if I forget my password or login I.D.?
If you forget your password, you can go to Forget Password section and fill out the requested information. After cross-checking your identity, we will send your password to the registered email address. If one forgets the login I.D., you are suggested to re-register the user account again as the login I.D. is your registered email address and your identification of this website. We therefore suggest you to register with a frequently used email address.

Should you have any questions, you can also email our customer service team at info@thehandmaker.com for assistance.

8. Can I unregister?
If you want to unregister, please contact us by email at info@thehandmaker.com. You can always request to unregister but we doubt that you want to do so after you try our service and products.

9. How to pay?
We only accept online payment through our destined electronic payment service provider - PayPal. You can pay by credit card, debit card and PayPal dollar through it. For more details, please visit How to Pay section.

10. What is PayPal?
PayPal is a well-known electronic payment gateway handling online payment. You can select your favorite payment method on PayPal to handle your money in a secure way. For more details about PayPal, please visit their official website at www.paypal.com.

11. Do I need to have a PayPal account to shop on THEHANDMAKER.com?
It is unnecessary to have a valid PayPal account to shop on THEHANDMAKER.com as it accepts both user and non-user payment. Same as the rest of the registered PayPal users, your credit card information will be treated as confidential by PayPal and none of your credit card information will be released to us.

12. Can I pay by my country's currency?
All items sold on THEHANDMAKER.com are quoted in US dollars. The currency conversion will be handled by PayPal directly when you are making payments through PayPal. The conversion rate will be displayed each time when confirming the payment in PayPal.

13. Do I have to pay duty and/or VAT?
It depends on the regulations of your country; you may or may not need to pay VAT. The price listed on our website does not include any tax. In case of any tax or duty is needed, the delivery courier will contact you and you will need to settle all related VAT before the parcel dispatched.

14. How to purchase from THEHANDMAKER.com?
We only accept online order through THEHANDMAKER.com. For more details regarding purchasing process, please refer to Shopping Tips.

15. How much is the delivery charge?
THEHANDMAKER.com offers worldwide free shipping privilege.

16. How to use discount coupon or cash voucher?
You may receive discount coupon or cash voucher from us or our business partners at times. To enjoy and use these offers, please read the terms & conditions that printed or embedded in the coupon or voucher carefully. You simply need to submit the 8-digit code that goes with the coupon or voucher in My Shopping Bag when you checkout. Please make sure characters in the submitted code are correct and are in exact format and sequence as set out on the discount coupon or cash voucher.

17. How come the products in my shopping bag disappeared all of a sudden?
You are welcome to add any products you want in your shopping bag and normally our system will keep what you add for as long as you wish. But that does not mean you have reserved the products. When the actual products are sold out, the system will automatically remove the relevant products from your shopping bag. The safe way to secure your favorite products is to checkout every time after you shop on THEHANDMAKER.com.

18. Why do I need to redo the checkout procedure again?
Once you proceed to checkout, the products in your shopping bag will automatically be hold in our system for 20 minutes. If you do not complete the entire purchase procedure (including settle your payment via PayPal) within 20 minutes, the products will be released from the on-hold status and you will have to redo the checkout procedure again. Unless any of your selected item(s) is out-of-stock, the products will normally be kept in your shopping bag.

You are also advised that after you click the "confirm purchase" button, you should not click any buttons until you are landed to the PayPal website. Otherwise, your purchase procedure is considered unsuccessful and you will have to wait at least several minutes (depending on different situations) before you can complete the rest of the purchase procedure.

19. How will my ordered items be shipped?
All products will be delivered by our chosen courier. For more details, please visit Delivery section.

20. Can I request express delivery?
We are afraid not. All products will be delivered by our chosen courier and each delivery will usually take 5-10 working days (depending on the Public Holidays of Hong Kong). For more details, please visit Delivery section.

21. Can I send my order to a third person?
We are sorry that THEHANDMAKER.com cannot provide gift-delivery service.

22. How can I check the status of my order?
After confirming your payment by PayPal, your order will appear in My Order section. You can check the status and details of your order by clicking on the invoice number.

23. Can I check my order history?
Yes, all your current and past order will be listed in My Order section. You can click on the specific invoice number to view the details of each individual order.

24. How long does it take to receive my order?
When we receive the confirmation from the PayPal that your payment has been settled, we will dispatch your ordered goods immediately and notify you with delivery confirmation by email to your registered email address. Each delivery will usually take 5-10 working days (depending on the Public Holidays of Hong Kong).

25. What should I do if I have not yet received the ordered items?
Your order may still be under processing or on delivery. You can visit My Order section and check the delivery status. If you have any question, you can contact our customer service team by email at info@thehandmaker.com.

26. Can I cancel or change my order?
We normally do not accept any cancellation or changes after an order payment is settled and confirmed, unless the ordered item is out of stock.

27. Can I order a large amount of products from THEHANDMAKER.com?
All products sold on THEHANDMAKER.com are hand-made by our designers and hand-picked by our collectors, and thus our products can only be produced in a limited quantity. In order to protect our value of interest, we will not carry out mass production for any items.

28. Can I refund, return & exchange the product(s) that I just purchased?
Each product page is stated clearly that whether the product is refundable or exchangeable; please read the product specification carefully before you add the specific product to your shopping bag. For more information and procedures regarding refund and return & exchange, please refer to our Refund Policy and Return & Exchange Policy .

29. What is time zone THEHANDMAKER using?
To avoid argument, confusion and misunderstanding raised from different time zone in different countries, any purchase, payment transaction, delivery, return shipping, email correspondence, email notification, update, announcement, return & exchange, refund and repair, and etc. through THEHANDMAKER.com is strictly according to actual local Hong Kong Time (GMT +8 hours).

30. What is T.M.O.?
T.M.O. stands for Tailor-Made Order. All products sold on THEHANDMAKER.com are in limited production. There may be occasions that you want the goods that are already out-of-stock or want to order a specific size that fits you better. In this case, you can check out the T.M.O. section and see if your favorite item is possible for re-tailor making. If so, you can then submit a T.M.O. request and we will get back to you ASAP.

Please note that additional handling charges will be applied to any re-tailor make order.

31. How do I place my order through T.M.O.?
In T.M.O. section, you do not need to add the product in your shopping bag. All you need to do is filling out the order request form in the bottom on each product detail page. Please be reminded to state as many detail information as you can, especially your gender and specific size (i.e. the round size of your wrist for bracelets and your neck for necklace and etc.). After the request is sent, our team will get back to you shortly and let you know if your favorite item is possible for re-tailor making by the designers.

32. Can I become a business partner with THEHANDMAKER.com?
If you are interested to be our business partners, please feel free to send us the credentials of your company together the proposal of the specific project you are planning to cooperate with us at info@thehandmaker.com.

33. How can I become one of the designers in THEHANDMAKER.com?
THEHANDMAKER.com provides an online shopping platform for all potential designers and visionary collectors to pursue their dreams and share their own collections on THEHANDMAKER.com in their names. If you are interested in joining THEHANDMAKER.com, please visit our Partnership Program.

34. Can I use the content in THEHANDMAKER.com?
Copy of any content on THEHANDMAKER.com without prior permission is an infringement of the copyright of our company. Media are welcomed to require PR photos and information of our brands and products, please visit Press Zone section.

35. How do we define "data"?
Data is any personal information that you provide to us and which is recorded and used by us and by which you can be identified.

36. What sort of data do we collect about you?
When you shop on THEHANDMAKER.com, we will ask you to input and we will collect personal information from you, such as your name, email address, mailing address, telephone number(s), password, and product selections. Optionally we may ask you for your gender and date of birth which may be used to identify you. In case of refund or return & exchange request occurs, we may need the information of your PayPal account for transaction of money purpose.

Through the online advertisements, we and our business partners may also collect information about where you are on the internet (i.e. the URL you come from, IP address, domain types namely ".com.hk", ".com" and etc.), your browser type, the country and telephone area code where your computer is located, the pages you visited on our website, the advertisements you clicked on, and any search items that you entered on our website. The system will collect the above information even if you do not register with us.

37. Do we pass on your personal details to third parties?
Your personal information may be disclosed to other businesses within THEHANDMAKER.com and its partnership companies and to reputable third parties who will help process your order. We require all such third parties to treat your personal information as fully confidential and to fully comply with all applicable Privacy and Data Protection Laws in Hong Kong.

38. How will we let you know if our Privacy Policy changes?
Should our policy change in the future, for example, to comply with new legislation, we will post these changes on the Private Policy section on the website. Please check back frequently on the website to see any updates or changes to our Private Policy.

39. What is a cookie and what is it used for?
Cookies are small pieces of information that are stored by your browser on your computer hard drive. They contain non-recognizable personal information.
We may use them to identify you as you travel around our website and to provide website usage information, which will further help us improve and develop the website and services we offer.

We advise you not to use cookies if your computer is shared by other people. You can accept all cookies, reject all cookies, or modify your browser to alert you of any new cookies.