FAQS


Can you give me any more information on a product?
We try to give as much information as possible about all our styles in the product information including the colour, materials and of course plenty of clear images, which you can zoom in on to get a closer look at the details.
If you do need any more info send an email to our Customer Service team and we'll do our best to help you out.
 
Are the pictures shown on the site an accurate representation of the actual product?
We make a huge effort during the photography process to ensure the images you see online are as close to the real thing as possible. It’s worth noting that all monitors have different colour settings so use the zoom functionality to get a close up view of the items and check the product description for information on the colourway.
 
Do I need an account to make an order?
Yes, we need you to sign an account to our website in order to shop online with us.
 
What’s My Account?
Once you have registered you can access your account at anytime by clicking on the My Account link at the top of the page. Here you can change your preferences, update your payment information and address book, track your orders and manage your account password.
 
I’ve forgotten my password?
Did you think of your password a bit too quick? No problem. Click on forgot password and we’ll send you a new password to your account email address. Don’t worry if it’s complicated. Once you’ve logged in you can go to my account and set it to something more memorable.
 
What payment methods do you accept?
We accept all major credit cards (Visa, and MasterCard).
 
How do I change currency?
Caravango.store processes and charges orders in Hong Kong Dollar currency (HKD). 
 
What are your shipping costs?
Shipping costs are calculated based on the shipping location and the size of your order. The total amount of the shipping cost would appear at the payment page before you confirm your order, so you could check before placing order with us.
 
What is your return/exchange policy?
There will be no exchange and/ or refund for all PRE-ORDER or LIMITED LAUNCH ITEM after the purchase is made. For more information, kindly email us at social@caravango.events. 


Does Caravango.store ship internationally?
Caravango.store ships worldwide, please note: International orders may be charged customs fees by the destination country’s government. We have no control over if and how much you are charged for customs. We are not responsible for any additional charges the destination country imposes on you. Please note: We ship to almost every country worldwide except for a few exclusions. Please email social@caravango.events if you do not see your country listed.
 
Has my order been sent yet?
We understand you want your new toy as soon as possible so we’ll email you as soon as it’s been dispatched to let you know. We'll also send you a link which you can use to access our couriers website to track the delivery.
 
Can I cancel my order?
Once the order is placed you cannot cancel it. 
 
How do I know when my order has shipped out?
Once your order has been processed, you will receive an email receipt confirming your order. Depending on the shipping method you have selected, all international order tracking numbers are only issued for international Express post orders. All Hong Kong and International orders have tracking information.
 
I just placed an order, but can I modify or edit it?
Unfortunately, you cannot modify or edit your shipping address once order is successfully placed.
 
Where is my online order being shipped from?
The order will be shipped directly from our main HQ where the warehouse is at Kowloon, Hong Kong.
 
Can I place an order online and do an in store pickup?
In-store pickup is not available yet.
 
What is the typical response time to a customer inquiry?
Every customer inquiry is important to us, and we strive to have your questions or concerns resolved as promptly as possible. Response time is usually within 48 hrs. If you wish to speak with a customer representative please call +852 3628 1900 during business hours 9:30AM – 6:30PM (GMT 8+) Monday to Friday or email us at social@caravango.events.
 
You've sent me the wrong items
We're only human and occasionally mistakes can happen. If it’s happened to you we’re very sorry and we’ll do our best to get the right items to you as soon as possible. Get in touch with our Customer Service team and let us know.
 
How do I stay updated with the latest news from Caravango.store?
You can learn more about us and stay connected by subscribing to our Newsletter Email, and by following our Facebook and Instagram (Coming Soon) accounts.