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Terms of service

1.0          General


Throughout this document, the words “homeless”, “homeless.hk”, “us”, “we”, “our” refer to us, homeless, homeless.hk, homeless ltd.  or our service, homeless.hk, as is appropriate in the context of the use of the words “you” and “your” refer to you, the person who is being presented with this document for your agreement.

Access to and use of this site and the products and services available through this site (collectively, the "services") are subject to the following terms, conditions and notices (the "terms of service" or “TOS”). By using the services, you are agreeing to all of the terms of service, as may be updated by us from time to time.

homeless.hk reserves the right to make changes to the site, related polices and agreements, the privacy policy and this TOS at any time. You are advised to check the site from time to time to check the update or changes to the said policies and agreements, the privacy policy and the TOS.

The following Terms of service only apply to HOMELESS.hk Website, powered by Homeless Limited.


2.0          Registration

To use some of the services or features made available to you on this site you will need to register. When you register you are required to provide information about yourself that is true, accurate, current, and complete in all respects. Should any of your registration information change, please notify us immediately at the following e-mail address info@homeless.hk. We may also change registration requirements from time to time.

In using the site, you agree to accept responsibility for all activities conducted through your account. You are responsible for keeping your account and password secure. If you feel or suspect that the security of your account has been compromised or if there is unauthorised use of your account, please contact us immediately. Please refer to our privacy policy for more information on how we use our personal data.


By registering for our webshop as a member, you are agreeing to receive regular newsletters and marketing related emails from homeless.hk. Should you wish to be removed from our email list, you can unsubscribe or terminate your account any time.


3.0          Terms of sale


3.1 Our contract


When you place an order, you will receive an acknowledgement e-mail confirming receipt of your order. This email will only be an acknowledgement and will not constitute acceptance of your order. A contract between us for the purchase of the goods will not be formed until you payment has been approved by us and we have debited your credit or debit card or paypal account.


3.2 Pricing and Availability


Prices are shown on the site in Hong Kong Dollars (HKD). Prices displayed on the site at the time your order is accepted will be honoured except in the case of obvious error. Whilst we use our best endeavours to ensure that all prices appearing on the site are accurate, we do not guarantee that they are error-free and reserve our right to rectify any errors. If we discover an error in the price of any products that you have ordered, we will inform you as soon as possible and offer you the option of reconfirming or cancelling your order. If we are unable to contact you, we will treat the order as cancelled.


If your credit/debit card is not denominated in Hong Kong Dollars (HKD), the final price charged in your currency will be calculated by your issuing bank in accordance with the applicable exchange rate on the day your card issuer processes the transaction.


Excluding HKD the currencies shown on the webshop are a guideline and we do not guarantee that prices remain accurate to the how you will be charged by your bank.


Homeless Limited attempts to be as accurate as possible. However, Homeless Limited does not warrant that product descriptions, prices and details are accurate as errors may occur. If we discover an error in the price of any goods which you have ordered we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. Product availability is not guaranteed. If a product is not available when you order processes we will notify you by email.


3.3 Payment


We accept payments made by Visa, MasterCard, Amex and Paypal.


By placing an order using one of the above Credit/Debit card and online payment methods, you confirm that the Credit/Debit card(s) or paypal account used is yours of that you have been authorised by the owner to use it. If your card issuer refuses to authorise payment to homeless ltd, we will not be liable for any delay or non-delivery.


For bank transfer customer, after you’ve submitted your bank transfer receipt we will need to verify it with our bank account, once confirmed, your item will be dispatch.


We take all reasonable care to make our Site secure. All credit card transactions on this site are processed using PayPal or Stripe (depends on customer), a secure online payment gateway that encrypts your card details in a secure host environment. These details will be fully encrypted and only used to process card transactions which you have initiated.


3.4 Customs and import charges


Taxes and duties applicable to your order depend on the shipping country of your order:


Hong Kong orders are not subject to taxes and duties

Customers purchasing from a country served as Delivery Duty Paid (DDP) will incur relevant import duty and tax. These costs are included in the final purchase price. Customers purchasing from a court served as Delivery Duty Unpaid (DDU) will be charged for items purchased and shipping costs only. Import duty or tax costs will be invoiced to you directly from HK Post or SF express. We recommend you contact your local customs authority to determine a landed cost prior to purchase completion.


3.5 Discount codes


Promotional discount codes – we may from time to time offer promotional discount codes which may apply in respect of any, or certain specified, purchases made through this website. The conditions of use relating to any discount code will be specified at the time of issue.

However these T&Cs relate to all homeless.hk promotions, competitions and discount codes (unless otherwise stated):

Only one promotion code can be used per order.

A promotion code can’t be used after an order has been placed.

Sale items are excluded from all discount and promotion codes (unless otherwise stated). Other selected brand exclusions may also apply.

In case of any dispute, Homeless Limited reserves the right of final decision.

4.0 Acceptance of your order

Content (including without limitation product images, descriptions, pricing, stock availability, and dimension information) on this Website constitutes our invitation to treat, not a binding offer.

Once you have made your choice and your order has been placed, you will receive an email acknowledging the details of your order. This email is NOT an acceptance of your order, just a confirmation that we have received it.

Unless you cancel your order, acceptance of your order and completion of the contract between you and homeless.hk will be completed when we email you to confirm the goods have been dispatched. The sale contract is therefore concluded in Hong Kong and the language of the contract is English.

We reserve the right not to accept your order in the event, for example, that we are unable to obtain authorisation for payment, that shipping restrictions apply to a particular item, that the item ordered is out of stock or does not satisfy our quality control standards and is withdrawn, or that you do not meet the eligibility criteria set out within the TOS.

We may also refuse to process and therefore accept a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any merchandise from the Site whether or not that merchandise has been sold, removing, screening or editing any materials or content on the Site, refusing to process a transaction or unwinding or suspending any transaction after processing has begun.


5.0          Delivery and Shipping

Local shipping (within HK/ Macau)
We offer delivery for Hong Kong/ Macau customer. Hong Kong orders will be shipped using S.F. Express delivery service/ Hong Kong Post. For remote area, and Macua, surcharge may be applied for large furniture delivery, for more detail please email info@homeless.hk.

After we’ve confirmed your order, you can pick up your products at the following address,

1. Flat B, 6/F, Shui Ki Ind. BLD, 18 Wong Chuk Hang Road, Hong Kong
Opening hours 1100 - 1900 (Monday - Friday)

2. Causeway Bay, Lee Garden 3, Shop 126
Opening hours 1100 to 2030 (tel: 2117 1036)

3. Kai Tak, Airside, Shop L313-315
Opening hours 11:30-21:00 (tel: 3152 9002)

Please bring a valid government-issued photo ID and an email or text alert with your order number in it.

International shipping

For customer in other region, including China and there rest of the world, please contact us at info@homeless.hk for a shipping quote.

i. Homeless Limited can assist customers to arrange international shipping or courier goods overseas. However, the shipping service is not operated by Homeless Limited, therefore Homeless Limited will not guarantee the goods’ safety (including damages or loss) during the transit.
ii. Customers have rights to choose and pay for a safer freight company service with higher cost, such as DHL offers insurance for goods-in-transit.
iii. If the product is damaged during transit, Homeless Limited will not take any responsibility, while customers or freight company solely responsible for the losses.
ix. In addition, customers may arrange other freight company of their choice to pick up the goods directly from Homeless Limited’ warehouse.
x. Upon the goods arrival, customers will be responsible to pay for custom tax duty if is needed.

Delivery times 

Hong Kong & Macau 

  • In Hong Kong, orders are delivered 6 days a week, excluding Sundays and statutory Public Holidays (Hong Kong).
  • Delivery times are  determined by number of business days (Monday to Friday, exclude public holiday) from the day after we ship your order.

Please allow extra time for your order to be processed during public holidays and busy periods. For a list of Hong Kong public holidays, please click here. Please be informed that in some cases your local customs office may require additional documents and time to have your package cleared. During such instances, the estimated delivery time may be affected. HOMELESS EXPRESS’s teams will try their best to meet these estimates but cannot guarantee that such estimates must be met.

Our ability to ship your order to you is only as good as the information that you provide us. Whether you are ordering products for yourself or others, you must ensure that you provide us with an accurate address. We cannot be held responsible for delivery failures if you don’t give us the correct address or if it is an address that we can't perform delivery to. If a shipment is returned as unclaimed, undeliverable, regardless of the reason, we shall be entitled to keep you liable for the shipping and handling fees that were associated with that shipment.

Deliveries are available for those wishing to use a PO Box address. Please check that your rental agreement includes signed-for/registered items. Due to the signed-for nature of deliveries, we recommend that items be sent to a work or home address in order to avoid any delays in receiving your items.

Shipping will be done according to the costs and methods described on our website. Once we ship your item, we are no longer responsible for its condition or delivery to your chosen address. Any claims for damages on the item should be filed by you against the shipper.

Important Information

Before we can dispatch your purchases, we may need to confirm your details with your card issuer. We will do our best to keep delays to a minimum.

Our delivery time starts from the moment an order is accepted and includes a 24 hour period where your items will be processed and dispatched by our warehouse. Please note this can take longer during out sale periods when it may take up to 48 hours for shipments to be dispatched.

6.0          Returns and exchanges 

This Returns Policy only applies to online purchases.


6.1 Exchanges

Should you wish to exchange/return your merchandise please refer to the guideline below and email us explaining the reason for your exchange/return request. Merchandise may be exchanged or returned within 10 days of receipt and refund in the form of store credit.

Exchanges/returns will be processed upon receipt of the regarding merchandise. Acknowledgement of receipt will be sent electronically following the evaluation process, stating the outcome and whether the item is eligible for exchange, refund or credit. 

Packages sent without first contacting us will not be accepted.

Should you need to contact us about any questions please email us at info@homeless.hk 

Customers are permitted to exchange merchandise other than Excluded items (subject to Returns/Exchanges Conditions) for a different size in the same colour and style based on stock availability. If a different size is unavailable then an alternative style and colour may be considered. If the customer selects merchandise of lower value than the original merchandise purchased then a cash coupon will be issued.


6.2 Returns/Exchanges Conditions


Please refer to the following criteria as a guideline for our returns/exchange policy:




Include our return form and the return merchandise in its original condition.

All tags, certificates, warranties, care instructions, product labelling, authenticity cards, extra buttons, hangers, dust bags and boxes (in case of shoes) are intact and returned together with the merchandise.

Sales/Discounted merchandise is not eligible for return.

The merchandise does not fall within the category of “Excluded items” as defined below;

The merchandise is in “Sellable Condition” as defined below;

All returns will be refunded in through your original form of payment.

Returns that are damaged or soiled may not be accepted and may be sent back to the customer and/or refund refused.

Upon dispute, homeless.hk reserves the right to make the final decision on all return cases.


Returns or exchanges outside 10 days of receiving the goods (as the case may be) may be accepted at the sole discretion of homeless.hk.


Please note that customers are responsible for all the fees involved for returning items. Return packages remain the responsibility of the customer until it is received by homeless.hk. Therefore, it is recommended that the customer takes necessary precautions by using registered and traceable services when returning the package.

For furniture or large size item, please allow up to 7 working days for us to pick up at the original shipped address (additional $200 handling fee may be occurred)

Return merchandise should be posted to the following address with a completed return form: 
Homeless Limited 
6B, Shui Ki Industrial Building, 
18 Wong Chuk Hang Road
Wong Chuk Hang, Hong Kong 

6.3 Excluded items

No return or exchange will be accepted for the following;

  • Accessories (Jewellery , keychains, watches, umbrellas, sunglasses, pierced earrings)
  • Electronic devices
  • Books and prints (stickers, stationery)
  • Home (Candles, Toys)
  • Purchase made with Promo Code Applied (include Sale item)
  • Pre Order Items / Customer Made Items

The only exception permitted in the case of Excluded items is in the case of faulty or damaged items (“Defective merchandise”).  In this case the merchandise will be returned to the supplier or for independent assessment by a third party to determine whether the merchandise is defective. Merchandise damaged as a result of fair wear and tear will not be accepted as defective. If the merchandise is determined to be defective merchandise, the customer will be entitled to repair or a full refund as appropriate within the circumstances at the sole expense of the supplier.  homeless.hk will use its best efforts to secure such repairs or refund on behalf of the customer but accepts no liability whatsoever howsoever arising from the defective items supplied by the supplier.


6.4 Sellable Condition


“Sellable condition” means that that the merchandise is still in its original packaging with the original labels, garment tags, price tags and return tags still attached; that the merchandise is unworn, unused, unwashed, unaltered and in the condition originally sold; and that the merchandise is not damaged in any way.


The decision as to whether the merchandise is in Sellable Condition remains within homeless.hk’s sole discretion and its decision shall be final.


If homeless.hk receives a return that cannot be accepted, the customer has the option either to collect the merchandise from one of our stores or have the merchandise re-shipped to the customer at his/her sole cost.


6.5 Cash Coupon


In the event that a customer is entitled to a Gift Card it will be given via email by our Customer Care department.


Gift card can only be used online at homeless.hk

Gift card can only be used on orders associated with your original account.  This means, cash coupons cannot be transferred to another person or account.

Gift card are provided to you when purchased items have been returned and the return is eligible for a cash coupon.

Purchase amounts that exceed the value of the Gift card will require an additional method of payment for the balance due.


6.6 Replacement or Exchange

Goods sold are not refundable. Exchange with receipt is allowed within 7 days if your purchases (for the same item, and where still available) for products are:

-    damaged at the time of delivery or faulty due to no fault on your part: or

-    incorrectly shipped because of an error on our part.

To replace or exchange an item described above, you must retain the sales invoice and notify us by email at info@homeless.hk within 7 days from the date of delivery of the goods to you specifying the reasons for the exchange.  Requests for exchanges received by us outside this time frame may be accepted at our discretion only.

Please Note: Tailor-made items, displayed items, defective items, discounted items, promotional items, breakable items, or items damaged through normal wear and tear cannot be returned, exchanged or refunded at any time.

6.7 Cancellation

Under normal circumstances we do not allow the cancellation of an order after the order has been submitted. Please contact info@homeless.hk immediately if there is a specific reason for cancellation.

For further information please email info@homeless.hk.

7.0 Product Description and Colours


We will endeavour to ensure that the content and the product descriptions on homelesss.hk are as accurate and complete as possible. We however do not warrant that “content” and product descriptions are accurate, complete, current or error free.


We have made every effort to display as accurately as possible the colours of our products that appear on homeless.hk. However, as computer monitors vary, we cannot guarantee that your monitor’s display of any colour will be completely accurate.


8.0          Liability


Views expressed in any media by the designers, companies or third parties, whose products are sold on homeless.hk or with whom we are associated, are their own. homeless.hk takes no responsibility for any such views as they do not necessarily reflect ours.


homeless.hk does not guarantee that the use of homeless.hk and services will be error-free or that the site or the servers that make it available are free of viruses or other harmful components. We recommend all users of the Site to ensure they have up-to-date software, including anti-virus, installed.


Some events may happen beyond our reasonable control, such as adverse weather. Under such conditions, we will always do our best to aim at maintaining its services but will not be responsible for failing to meet any obligations in this TOS.


9.0        Intellectual Property Rights


homeless.hk consists of software and “material” (Which is defined as, or includes, images, video, text formats, styles of presentation, software (including HTML code)  are the intellectual property of homeless.hk and are protected by intellectual property and copyright laws and international treaty provisions.


homeless.hk is for your personal and non-commercial use only. Any non-personal and/or commercial use of the material is only permitted when expressly authorised by homeless.hk and/or its third party licensors. You may not distribute, reproduce, publish, sell or license any material contained within the site without prior consent or authorization of homeless.hk. Any such unauthorized actions may result in civil consequences or criminal penalties. homeless.hk reserves the right to withdraw or amend any item of the Services without notice. We will not be liable if for any reason the Site is unavailable at any time and for any period.


10.0        Trademarks


“homeless.hk” and the homeless.hk logo are registered trademarks of homeless.hk trademarks may not be used in connection with any product or service that is not homeless.hk’s, in any manner that is likely to cause confusion among customer or in any manner that disparages or discredits homeless.hk. You agree not to use homeless.hk anywhere without our prior written consent.


11.0        No Waiver


If you breach  the Terms of Service (TOS) and we take no action against you, we will still be entitled to use our rights and remedies in any other situation where you breach the TOS.


12.0        Privacy Policy


We respect the privacy rights of our online visitors and recognise the importance of protecting your personal information. We have adopted a corporate wide Privacy Policy that guides how we collect, store, and use the information that you provide us with.


The following information is provided by homeless.hk to enable you to be fully informed of our Privacy Policies. By visiting homeless.hk, you are accepting and consenting to the practices described in this Privacy Policy and the Terms and Conditions.


homeless.hk collects personal information in several ways when you place an order or register for a service offered by homeleess.hk. By registering, you are consenting to the collection of your personal data. If an order is placed with us, we need to hold personal information including your name, email address, phone numbers, home address, shipping and credit/debitcard billing address(es) so that we can process and fulfill your order. Saved card details will never be shared with third parties and will only be used to process your order, using our Payment Service Provider's systems.


We may also obtain information as a result of authentication or identity checks. Sometimes we may ask for your telephone number. This number may be given to our courier for delivery services. These details allow us to process your order and to let you know the status of your order.


We may also use your personal information to send you marketing updates but only ever in accordance with your preferences. We do not sell your details to third party marketing companies.


13.0        Contact Information


If you have any questions, concerns or notices of violations to these terms and conditions, please contact us by sending an email to info@homeless.hk

14.0        Governing Law Jurisdiction


These website terms and conditions together with all our policies and procedures shall be governed by and construed in accordance with the laws of Hong Kong Special Administrative Region of the People’s Republic of China. You hereby irrevocably agree that the courts of Hong Kong Special Administrative region shall have exclusive jurisdiction in relation to any claim or dispute concerning or arising from these terms and the order terms.

These website terms and conditions were last updated on 1 Jan, 2021