FAQs
About style
Q I haven't found the style I want?
A As there are too many styles to be listed, if you have the style you are interested, please contact our customer service via email: mashedpotato.co.uk@gmail.com or IG Direct Message @mashedpotato.uk, we will get back to you very possible.
About Orders
Q Why my order has not been shipped yet?
A All items are specially ordered from foreign countries/suppliers, it's under pre-order basis. Your order will be sent to suppliers after your payment, please allow 7-14 business days (exclude Sat, Sun or public holidays) for stocking. If the manufacturer does not have stock, we will contact you through what's app or email.
Q What should I do if I haven't received the package yet?
A If you have the logistics number of the package, you can trace it on our order inquiry page. If not, you many contact our customer service, we will get back to you very soon.
Q How should I pay for my order?
A Our website can support a variety of payment methods, such as: VISA, Mastercard, AE, Apple Pay and Google Pay.
Q Is your website safe?
A You can rest assured your shopping in our online store is safe. We use the latest security systems and encryption software to keep your personal details safe such as name, address and bank details.
Q What should I do if I receive wrong or damaged product?
A We are sorry to hear that you have received an incorrect or damaged product. Please contact us as soon as possible with an email including your order number, the name/product code of the item you should have and photos of your package. We will contact you within 3 business days to solve your issue. However, we are not responsible for any damages from logistics. Please contact logistic service for any assistance.
Q Can I modify my order?
A Sorry. Once you have placed your order, it is not possible to amend any details, your order will be directly sent to our warehouse team to process.
About Shipping
Q Where can you deliver?
A We ship worldwide. Orders over £60 can have free standard shipping by registered air mail.
Q Do I need to pay customs duties?
A We mark all the orders as a Low Value Parcel! However, when you order a product on this website, you will be regarded as the importer of the product. Therefore, you may be required to pay customs duties, import duties, Goods and Services Tax (GST), Value Added Tax (VAT) or any other import sales taxes.
Customs regulations vary from country to country and we do not warrant, responsible or judge any payable taxes on import sales from your custom. Please consult your local customer government if your have any questions. Generally, VAT needs to be paid for items over £135 sent to the UK, customers may also need to pay other fees due to import duties and customs clearance. For the matters such as import sales tax, please contact your local customs office directly. If the goods need to be resent due to customs clearance failure, second shipping fee will be at customer expense.
Q How long is the usual delivery time?
A After placing an order, it normally takes about 7-14 business days (exclude Sat, Sun or public holidays) to prepare your order and be sent out from Hong Kong by registered air mail. The delivery time is subject to logistics information and local customs. Generally, your package will be received within 7-14 business days (exclude Sat, Sun or public holidays).
About Returns
Q Do you have return service?
A Sorry. Once the order is submitted, it cannot be cancelled or changed in style, degree, base curve or quantity. (not including out of stock or quality problems).
Q Will you refund the shipping cost of the items?
A Sorry, we do not offer free returns. Any return costs will be at your expense.
Q What should I do if I receive wrong product?
A We are sorry to hear that you have received the wrong product. Contact us via email within 7 days of purchase with photos of the product and we will be in touch to resolve the issue.
Q How long is the processing time?
A We will process your request and issue an exchange or refund as quickly as possible, but sometimes it may take up to 14 working days to process your request after you returned the item to us. If you have not heard back after 7 working days of returning the item, please contact us via email with proof of posting information and receipt and we will investigate further.
Q How can I check the status of my refund?
A You will receive an email notification once we have received your return. You will then also receive an email from us stating that your refund has been processed. Please note that your refund payments may take 3-5 business days to appear in your account, depending on the card issuer.
Terms and Conditions:
- You must fill in correct delivery address, zip code, consignee name and contact number to avoid any unnecessary delay or loss during logistics arrangement. Note: The company will not be responsible for this.
- If the goods are not picked up within the time limit, it will be returned to the warehouse of local logistics company. Customers are requested to contact the logistics company to arrange re-delivery, any additional cost incurred by re-delivery or storage fee shall be paid by the customer.
- Shipping service is at the buyer's own risk. Overseas customers, please consult your local customs department about mailing of spectacles or contact lenses before purchasing.
- The actual delivery time may be delayed due to logistics companies or airlines.
- The ownership of the products and any risk or loss of the products will pass to you upon delivered by Mashed Potato Company to the selected courier or postal service.
- When the goods that you purchased have been delivered to you, you will become the owner of the goods. Once the courier has been delivered to you, you will be responsible at your own risk of the products and our company shall not be liable for their loss or damage.
- You must pay according to the postage regulations on this website. If you do not pay enough shipping fee, our company has the right to require you to pay for the differences before shipping out.
- Our responsibilities are only limited to ship out the products on time, assisting the buyer in case of logistics (postal) accidents, and not being responsible for any compensation provided by logistics (postal) to customers. All inquiries and claim compensation are in accordance with the provisions of logistics (postal). Before the expiry of the logistics (postal) query tracking mail period, the buyer shall not claim compensation. The buyer must verify the delivery address and phone number of the consignee before placing the order to avoid any delays in delivery. Anyone shopping on this website is deemed to agree to this statement. In case of any unexpected problems, such as customs clearance, delays of the logistic company, etc., we will only assist as soon as possible, but we will not be responsible for the loss or damage caused during the delivery or any fees that caused by logistics and customs. Customers need to bear the risk of shipping. If the product is lost during the delivery, the company will not be responsible.
- We only ship on business days. Our working days do not include Saturdays, Sundays, Hong Kong public holidays and when Typhoon Warning Signal No. 8 or above or Black Rainstorm Warning is in force. We reserve the right to refuse delivery at our sole discretion. You agree and accept that you will receive the ordered goods from our logistics provider, and we will not accept cancellation of the order or refund under any circumstances.
- We will deliver the goods you ordered to the delivery address that you provided through Hongkong Post or logistics companies. When you receive your package from logistic, you agree to provide any identification if requested. When the goods are delivered to the delivery address that provided by you, the goods are deemed to be delivered to you and accepted by you. You agree and accept that we have the right to charge you for any additional fee on refusing or cancelling your delivery or if you fail to receive the delivery for any reason.
- In case of any dispute, Mashed Potato Company reserves the right of final decision.