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Frequently Asked Questions

Question: Where is BKee Zakka located?
Our store is located in Hong Kong.

Question: Do you have the physical store?
No, we do not have the physical store. We only have the on-line store.

Question: Where will my order be shipped from?
All the orders are shipped from Hong Kong.

Question: How do I know my order is successfully placed or not?
After the checkout process, you will receive two emails if your order is successfully placed:

  • Order confirmation email sent from BKee Zakka
  • Payment email sent from PayPal

Question: How do I know when my order will be dispatched?
We will start processing and preparing your order after receiving the payment. During the preparation process, we will send an email to you to let you know the expected dispatch date of your order.

Question: Will I receive any tracking number of my order after dispatch?
Yes, we will send the tracking number of your package after it is dispatched. You can trace your package from end to end by using the link stated in our shipping notice email.

Question: When will I receive my package?
It normally takes about 7 to 14 business days before you can receive your package. For some countries such as Italy, Brazil, Chile, Peru and Argentina, it may take up to 1 month before you can receive your package.

Question: What should I do if I still haven’t received my package after the estimated time of delivery?
Please contact us with your order number via the Contact Us page.

Question: Do you accept payment in currency other than USD?
We are sorry that currently we accept payment of all orders in USD only. Depending on the demand, we might consider adding other currency in our accepted currency list in the future.

Question: I have received my package. However, an item inside of my package is not the one I ordered. What should I do?
Please contact us with your order number and upload the photo of the wrong item you received via the Contact Us page.

Question: One of my items received is damaged / defective, what should I do?
Please contact us with your order number and upload the photo of the wrong item you received via the Contact Us page.

Question: Will I get a refund for the wrong / damaged / defective item I received?
After receiving your submitted information, we will review it and we will let you know our review result after 2 working days. A refund will be issued to you within 2 working days. The refunded amount will be refunded to your PayPal or your credit card account (depending on the payment method you used on your order). However, the processing time to clear your refund depends on the policy of your credit card issuing bank and PayPal. Please check with your credit card issuing bank and PayPal for more details.

Question: Will the shipping cost also be refunded for the wrong / damaged / defective item I received as well?
Since we apply the flat rate shipping fee for all orders made in BKee Zakka, this means that you pay the same shipping cost no matter how many items are in your order. If your order contains only the wrong / damaged / defective item, your full payment (including both the selling price of the item and the shipping cost) will be refunded to you. However, if your order contains other items as well, only the selling price of the wrong / damaged / defective item will be refunded to you.

Question: I want to buy an item but I cannot find it from your store. Can you order it for me?
Please send the information (such as the manufacturer, description and photo) of the item you would like to buy to us via the Contact Us page.

Question: Will the out-of-stock items be restocked?
We will try our best for restocking the sold out items. However, since many of the items we are selling are limited edition items and on-demand items, it is possible that we cannot restock them after its original release date. Please sign up to our waiting list for the out-of-stock item so that we can notify you when the item is back in stock.

Question: My question is not listed above. Can I ask you directly?
Yes, sure! Please send us your question via the Contact Us page.

Question: When will I get the reply of my question after sending it to you?
You are guaranteed to receive our response within 2 working days.

Question: Will you provide any customer service on non-working days?
Our working days are from Monday to Friday, excluding Saturday, Sunday and public holidays in Hong Kong. However, limited email support is still provided in our non-working days. Please feel free to contact us in case you have any questions regarding our services, our products and even your orders.