FAQ – Wooden Islands
Frequently Asked Questions
Payment
What payment methods do you accept?
We accept PayPal, Shop Pay, Credit Card, and Debit Card. Cash on delivery (COD) and bank transfer are not supported. Click "Checkout" in your cart to select your preferred payment method.
What currency are prices shown in?
All prices are displayed in US dollars (USD) by default.
Shipping & Delivery
Where do you ship to?
We ship to Hong Kong, United States, United Kingdom, Canada, Australia, and Singapore.
What shipping methods are available?
We offer Standard and Expedited Shipping for most destinations. Hong Kong orders are shipped via SF Express. Shipping costs are calculated at checkout based on your address and selected method.
How long does delivery take?
Orders are processed within 1–3 business days. Estimated delivery times after dispatch:
• Hong Kong (SF Express): 2–3 business days
• United States — Standard: 8–15 days | Express: 3–5 days
• United Kingdom — Standard: 10–12 days | Expedited: 3–5 days
• Canada — Standard: 8–15 days | Expedited: 3–5 days
• Australia — Standard: 8–15 days | Expedited: 3–5 days
• Singapore — Standard: 8–10 days | Expedited: 3–5 days
All timeframes are in business days, excluding weekends and public holidays.
• Hong Kong (SF Express): 2–3 business days
• United States — Standard: 8–15 days | Express: 3–5 days
• United Kingdom — Standard: 10–12 days | Expedited: 3–5 days
• Canada — Standard: 8–15 days | Expedited: 3–5 days
• Australia — Standard: 8–15 days | Expedited: 3–5 days
• Singapore — Standard: 8–10 days | Expedited: 3–5 days
All timeframes are in business days, excluding weekends and public holidays.
Do I need to pay customs duties or import taxes?
United States: All US orders are shipped Delivered Duty Paid (DDP). Duties and taxes are collected at checkout — no additional charges on delivery.
All other destinations: Orders may be subject to customs duties or import fees charged by the destination country. These are the customer’s responsibility.
All other destinations: Orders may be subject to customs duties or import fees charged by the destination country. These are the customer’s responsibility.
Can I change my shipping address after ordering?
If your order has not yet shipped, contact us immediately at sales@woodenislands.shop or woodenislands@gmail.com with your order number and correct address. Once dispatched, we are unable to redirect the parcel.
My tracking shows delivered but I haven’t received my parcel — what do I do?
1. Confirm the shipping address on your order is correct.
2. Check for a notice of attempted delivery.
3. Look around your delivery location and check with neighbours.
4. Contact your local post office to check if the parcel is being held.
If confirmed lost, obtain a file document from the post office and contact our team.
2. Check for a notice of attempted delivery.
3. Look around your delivery location and check with neighbours.
4. Contact your local post office to check if the parcel is being held.
If confirmed lost, obtain a file document from the post office and contact our team.
What if my order is lost or arrives damaged?
Please contact our customer service team with your order number and photos (if damaged). We will investigate and resolve the issue as quickly as possible.
Orders
How do I track my order?
Once your order ships, you will receive a confirmation email with a tracking number. Please allow 24–48 hours for tracking to update. You can also sign in to your Wooden Islands account and check your order status under "My Orders".
Can I change or cancel my order?
Contact us immediately at sales@woodenislands.shop or woodenislands@gmail.com with your order number.
• Within 24 hours (not yet in production): Free cancellation or modification.
• After 24 hours (in production): 30% fee applies.
• Already dispatched: Unable to cancel — contact our team for assistance.
• Within 24 hours (not yet in production): Free cancellation or modification.
• After 24 hours (in production): 30% fee applies.
• Already dispatched: Unable to cancel — contact our team for assistance.
Received Item Issues
An item is missing from my order — what should I do?
We may have shipped your items in separate parcels — check your delivery notes first. If an item is still missing, contact our team with your order number and the missing item’s name.
I received the wrong item — what should I do?
We apologise for the error. Please contact our team with your order number and photos of the incorrect item. If the mistake is ours, we will send a free replacement promptly.
Returns & Refunds
What is your return policy?
We offer a 30-day return policy. If you are unsatisfied with your purchase, contact us at sales@woodenislands.shop or woodenislands@gmail.com and we will arrange a replacement or refund.
How long does a refund take?
Refunds are typically processed within 3–5 business days and returned to your original payment method.
About Wooden Islands
Is it safe to order online from Wooden Islands?
Yes. We use SSL encryption and secure payment processing to protect your personal and payment information. Customer safety and privacy are our top priorities.
Do you have a physical store?
We are an online-only store and do not have a physical retail location.
Where is Wooden Islands based?
Wooden Islands is based in Hong Kong — RM22, 9/F, Block D, Mai Tak Industrial Building, 221 Wai Yip Street, Kwun Tong, Kowloon, HK.