Versand

Shipping Locations

We ship locally within Hong Kong and internationally to select markets. We currently ship to:

  • Hong Kong
  • Asia: Japan, Singapore, South Korea, Taiwan
  • Middle East: United Arab Emirates
  • Europe: European Union member countries, United Kingdom, Switzerland, Norway
  • Oceania: Australia, New Zealand
  • North America: United States, Canada

Some restrictions may apply based on location and regulations. If we cannot ship to your address, you will receive a full refund.

Processing Time

Made-to-Order Craftsmanship

All RÁYA Atelier pieces are exclusively made-to-order with artisan craftsmanship in Nepal. Orders typically ship within 15 days from order confirmation.

For orders from limited existing stocks, they normally ship within 3 business days from order confirmation.

Business Hours

Processing occurs Monday to Friday, excluding Hong Kong public holidays. Orders placed after 5:30pm HKT (GMT+8) / 5:30am ET (GMT-5) or on weekends/public holidays will begin processing the next business day.

Processing times may vary during peak seasons or due to unforeseen circumstances (e.g., delays by third-party courier service companies, issues with customs, or supply chain disruptions).

Shipping Notifications

You will receive an email with tracking information once your order has been dispatched.

Shipping Rates & Delivery Estimates

Asia

  • Hong Kong: Free local shipping
  • Regional Asia (Japan, Singapore, South Korea, Taiwan): Reasonable shipping costs calculated at checkout

Middle East

  • United Arab Emirates: Reasonable shipping costs calculated at checkout

Europe & Worldwide

  • EU, UK, Switzerland, Norway, Australia, New Zealand: Reasonable worldwide shipping costs calculated at checkout

North America

  • United States, Canada: Reasonable shipping costs calculated at checkout

Delivery Times

Delivery times are estimates and not guaranteed. They vary based on your location. Delays may occur due to customs clearance, carrier issues, or other unforeseen factors beyond our control. Below is a general guideline:

  • Local Delivery (Hong Kong): Estimated delivery: 1-3 business days
  • Regional Shipping (Asia): Estimated delivery: 2-5 business days
  • Middle East (UAE): Estimated delivery: 3-5 business days
  • International Shipping (Europe, North America, Oceania): Estimated delivery: 5-7 business days

Customs, Duties & Taxes - Transparent Pricing

We believe in complete price transparency. Depending on your location, duties and taxes are handled as follows:

European Union & United Kingdom

All prices shown include import duties. The price at checkout is your final price - no additional duties will be charged upon delivery. VAT may be collected by the courier upon delivery based on your country's regulations.

United States & Canada

All prices shown include import duties. The price at checkout is your final price - no additional duties will be charged upon delivery. State/provincial sales tax may be added at checkout based on your location.

United Arab Emirates

All prices shown include import duties. The price you see is the final price you pay - no surprises at delivery. VAT (5%) may be collected by the courier upon delivery as required by UAE regulations.

Australia & New Zealand

All prices shown include import duties and GST. The price you see is the final price you pay - no surprises at delivery.

Japan, Singapore, South Korea & Taiwan

Import duties (if applicable) will be calculated and added at checkout. Local consumption tax or VAT may be collected by the courier upon delivery, as required by local customs regulations.

Switzerland & Norway

Import duties will be calculated and added at checkout. Local VAT may be collected by the courier upon delivery, as required by local customs regulations.

Hong Kong

No duties or taxes apply for local deliveries.

Important Note: While we include duties in pricing for most markets and provide accurate customs documentation (including commercial invoices, Harmonized System codes, country of origin: Nepal, and accurate declared values), customs authorities in your country have final authority over any fees. In rare cases, additional charges may apply if customs assessments differ from our calculations.

Shipping Carriers & Tracking

We ship via premium international carriers including DHL and FedEx using Delivered Duty Paid (DDP) service for most markets to ensure your luxury cashmere pieces arrive safely with no additional charges upon delivery.

Once shipped, you can track your order in real-time using the tracking number provided in your shipping confirmation email.

Carrier Responsibility: We are not responsible for delays, or lost/stolen/damaged packages once the carrier has marked your order as delivered. Please track your shipment and contact the carrier directly if issues arise.

Address Accuracy

You are responsible for providing an accurate shipping address. If a package is returned to us due to an incorrect address or failed delivery attempt, you may be responsible for additional shipping fees to resend the order.

If an order is returned due to failed collection, incorrect address, or refusal of delivery, we reserve the right to deduct return shipping costs and any customs fees incurred from your refund. Original shipping charges are non-refundable.

Lost, Stolen, or Damaged Packages

Lost Packages: If your shipment exceeds the estimated delivery time, please track your package or contact the carrier directly.

Stolen Packages: We are not liable for packages that have been confirmed as delivered by the carrier but are subsequently reported as missing or stolen.

Damaged Packages: If your package arrives damaged, please contact us immediately at team@rayaatelier.com with photos of the damage. We will work with you to resolve the issue.

Shipping Delays

We are not responsible for shipping delays caused by customs processing, natural disasters, severe weather conditions, carrier strikes, or other circumstances beyond our control.

Returns Due to Failed Delivery

If an order is returned to us due to failed collection, incorrect address provided by the customer, or refusal of delivery (including non-payment of taxes where applicable), we reserve the right to deduct return shipping costs and any customs fees incurred from your refund. Original shipping charges are non-refundable.

Questions?

If you have any questions about shipping, processing times, duties, or taxes for your region, please contact us at team@rayaatelier.com before placing your order. We're here to ensure a smooth delivery experience for your luxury cashmere pieces.

Legal Disclaimer

By purchasing from RÁYA Atelier, you agree to this Shipping Policy. We reserve the right to update or modify this policy at any time without prior notice. It is your responsibility to review this policy before making a purchase.