Shipping and Return Policy
📦 Shipping & Delivery Information | 送貨資訊
Free Local Delivery | 香港免費送貨
EN: We offer FREE local delivery to all areas of Hong Kong for online orders with a minimum purchase of HKD $800 or more.
中文： 凡於網上購物滿 HKD $800 或以上，我們提供免費香港全境送貨服務。
Delivery Details | 送貨詳情：
- Free Delivery Threshold | 免費送貨最低消費： HKD $800+
- Orders Below HKD $800 | 未滿 HKD $800 訂單： HKD $50 delivery fee or SF Recipient Pay | 收取 HKD $50 送貨費 或 順酆到付
- Delivery Areas | 送貨範圍： Hong Kong Island, Kowloon, New Territories | 香港島、九龍、新界
- Delivery Time | 送貨時間： 2-5 business days | 2-5個工作天（subject to stock availability | 視乎存貨情況）
- Single Location Delivery | 單一地址送貨： Free delivery applies to one delivery address per order | 免費送貨適用於每個訂單的一個送貨地址
Delivery Process | 送貨流程
EN:
- Order Confirmation: You'll receive an email confirmation within 24 hours
- Processing Time: 1-2 business days for order preparation
- Shipping Notification: We'll notify you when your order is dispatched
- Age Verification: Recipient must be 18+ years old with valid ID upon delivery (of alcoholic beverage products)
中文：
- 訂單確認： 24小時內您將收到電郵確認
- 處理時間： 1-2個工作天準備訂單
- 發貨通知： 貨品發出時，我們將透過 WhatsApp 或電郵通知您
- 年齡核實： 收貨人必須年滿18歲並於送貨時出示有效身份證明文件
Special Delivery Notes | 特別送貨注意事項
- Signature Required | 必須簽收： All alcohol deliveries require signature from recipient aged 18+ | 所有酒類送貨必須由年滿18歲收貨人簽收
- Safe Packaging | 安全包裝： All bottles are carefully packaged with protective materials | 所有酒瓶均以保護材料小心包裝
- Temperature Control | 溫度控制： Whisky is stored and transported in optimal conditions | 威士忌儲存及運送均保持最佳條件
- Weekend/Holiday Delivery | 週末/公眾假期送貨： Available upon request (additional charges may apply) | 可應要求安排（可能收取額外費用）
EN: For bulk orders, cask purchases, or special delivery arrangements, please contact us at info@caskells.com / info@jondory.com or WhatsApp +852 5503 8122.
中文： 如需批量訂購、酒桶購買或特別送貨安排，請聯絡我們：info@caskells.com / info@jondory.com 或 WhatsApp +852 5503 8122。
🔄 Returns & Exchange Policy | 退貨及換貨政策
Our No-Returns Policy | 不設退貨政策
EN: Due to the nature of alcoholic beverages and Hong Kong Customs regulations, all sales are final. We do not accept returns or provide refunds for change of mind, incorrect orders placed by customers, or products that have been opened.
中文： 基於酒類飲品的性質及香港海關條例，所有銷售均為最終銷售。我們不接受退貨或退款，包括因改變主意、顧客下錯訂單或產品已被開啟的情況。
Exceptions - 72-Hour Complaint Window | 例外情況 - 72小時投訴期
EN: We understand that issues can occasionally arise. Returns or exchanges will only be considered under the following circumstances:
中文： 我們理解偶爾會出現問題。退貨或換貨僅在以下情況下予以考慮：
Eligible Cases | 符合資格的情況：
- Damaged Goods | 運送損壞： Bottles broken or damaged during transit | 酒瓶在運送過程中破損或損壞
- Defective Products | 產品缺陷： Manufacturing defects or seal integrity issues | 製造缺陷或密封完整性問題
- Wrong Items | 錯誤貨品： Incorrect products delivered (our error) | 送錯產品（我方錯誤）
Requirements | 要求：
- Contact Within 72 Hours | 72小時內聯絡： You must notify us within 72 hours of delivery | 您必須在收貨後 72小時內 通知我們
- Evidence Required | 需要提供證據： Photos of damage/defect must be provided | 必須提供損壞/缺陷的照片
- Original Packaging | 原裝包裝： Items must remain in original packaging (unopened) | 貨品必須保持原裝包裝（未開啟）
- Case-by-Case Review | 個案審批： Each complaint is assessed individually | 每宗投訴將個別評估
How to File a Complaint | 如何提出投訴
Step 1 | 步驟1： Contact us immediately via | 立即透過以下方式聯絡我們：
- WhatsApp： +852 5503 8122
- Email | 電郵： info@caskells.com
- Phone | 電話： +852 3106 4002
Step 2 | 步驟2： Provide the following information | 提供以下資料：
- Order number | 訂單編號
- Photos of the issue (damaged bottle, packaging, etc.) | 問題照片（破損酒瓶、包裝等）
- Description of the problem | 問題描述
- Preferred resolution (replacement or store credit) | 期望解決方案（換貨或店鋪積分）
Step 3 | 步驟3： We will review your case within 24-48 hours | 我們將在24-48小時內審核您的個案
Step 4 | 步驟4： If approved, we'll arrange | 如獲批准，我們將安排：
- Replacement | 換貨： New product sent at our expense | 由我們承擔費用寄送新產品
- Refund | 退款： Only in exceptional circumstances (original payment method, minus transaction fees) | 僅在特殊情況下（原付款方式，扣除交易手續費）
Important Notes | 重要注意事項
- Storage Issues | 儲存問題： We cannot accept returns if improper storage caused damage | 如因儲存不當導致損壞，我們不接受退貨
- International Orders | 國際訂單： Not applicable (We only delivers alcoholic beverage products within Hong Kong) | 不適用於威士忌酒類産品（我們僅於香港境內送貨）
🛡️ Product Authenticity Guarantee | 產品真品保證
Official Importer Status | 正式進口商身份
EN: All Caskells products are:
- ✅ Officially imported and registered with Hong Kong Customs
- ✅ Fully documented with Certificates of Origin and Age Certifications
- ✅ Sourced directly from distilleries or authorized distributors
- ✅ Guaranteed authentic
中文： 所有 Caskells 產品均：
- ✅ 正式進口並向香港海關登記
- ✅ 附帶原產地證書及年份認證的完整文件
- ✅ 直接從蒸餾廠或授權分銷商採購
- ✅ 保證真品
EN: We work directly with premium Independent Bottlers (IB) including Adelphi, The First Editions, Hepburn's Choice, Murray McDavid, and our exclusive Caskells Selection range.
中文： 我們直接與優質獨立裝瓶商（IB）合作，包括 Adelphi、The First Editions、Hepburn's Choice、Murray McDavid，以及我們的 Caskells Selection 系列。
📋 Order Cancellation | 訂單取消
Before Dispatch | 發貨前：
- EN: Orders can be cancelled within 2 hours of placement (full refund)
- 中文： 訂單下達後2小時內可取消（全額退款）
After Dispatch | 發貨後：
- EN: Orders cannot be cancelled once shipped
- 中文： 貨品一旦發出不可取消
🔞 Age Verification & Legal Compliance | 年齡核實及法律合規
Hong Kong Law Compliance | 遵守香港法例：
- Minimum Age | 最低年齡： 18 years old to purchase alcohol | 購買酒類必須年滿18歲
- ID Check | 身份檢查： Valid government-issued ID required upon delivery | 送貨時必須出示有效政府簽發的身份證明文件
- Refusal of Delivery | 拒絕送貨： If recipient cannot provide valid ID or is under 18, delivery will be refused and no refund will be issued | 如收貨人無法提供有效身份證明或未滿18歲，送貨將被拒絕且不設退款
- Third-Party Delivery | 第三方送貨： We cannot deliver to addresses where minors are present without adult supervision | 如送貨地址有未成年人而無成人監督，我們無法送貨
Legal Notice | 法律聲明：
根據香港法例，酒類飲品不得在業務過程中售賣或供應予未成年人。
Under the law of Hong Kong, intoxicating liquor must not be sold or supplied to a minor under the age of 18 in the course of business.
📞 Contact Us | 聯絡我們
EN: Have questions about shipping or returns? We're here to help!
中文： 對送貨或退貨有疑問？我們樂意為您提供協助！
Caskells Whisky & Fine Spirits | Caskells 威士忌及烈酒
- Shop Address | 店鋪地址： G33 Lee Tung Avenue, Wan Chai, Hong Kong | 香港灣仔利東街 G33號舖
- Online Shop / Customer Service WhatsApp： +852 5503 8122
- Shop Phone | 店鋪電話： +852 3106 4002
- Email | 電郵： info@caskells.com
- Business Hours | 營業時間： Mon-Sun 12:30 PM - 19:30 PM | 週一至週日 下午12:30 - 19:30
Follow Us | 關注我們：
- Instagram: @caskells
- Facebook: Caskells Whisky & Fine Spirits
Policy Last Updated | 最後更新： March 2026 | 2026年3月
Applicable To | 適用範圍： All online orders at www.caskells.com | www.caskells.com 所有網上訂單
EN: By placing an order with Caskells, you acknowledge that you have read, understood, and agree to these Shipping & Returns Policy terms.
中文： 向 Caskells 下訂單即表示您確認已閱讀、理解並同意本送貨及退貨政策條款。