Shipping & Return Policy

All products are pre-order and can be collected at least 4 working days* after payment has been settled through the following channels:

1. self pickup

1.1. You may collect your purchased item(s) via confirmation email at your selected store on your selected date. All late pickup will not be accepted.

▶ Man Yee Arcade: 12:00 - 17:00
▶ Windsor House: 12:00 - 20:00
▶ Festival Walk: 12:00 -20:00

1.2. When you pick up the product in our store, you or your authorized representative will be required to produce your email confirmation for identity verification. If we are not satisfied that the person requesting to collect your order(s) is yourself or your authorized representative, we will refuse the collection of the order(s) in order to safeguard your interest.

1.3. Once the order is confirmed, we cannot change the selected store for collection.

1.4. If your selected store is closed due to weather or any other uncontrollable factors, you may pick up the products in the same store on the next day when the store is opened.

*Period of pre-order products is varied by product, please refer to the relevant product page for details.

2. Delivery Service

2.1. Delivery service applies to a single purchase over HK$800 (net amount) to a single local address and shall charge by the delivery area as below:
Hong Kong Islands: $220
Kowloon District: $180
New Territories: $250
Tung Chung, Ma Wan, Airport District & Asia World-Expo: $350
Discovery Bay: $500

2.2. Delivery service is not applicable to outlying islands and remote areas except Tung Chung, Ma Wan, Airport Area, Asia World-Expo and Discovery Bay.

2.3. All expected delivery dates and time are estimates only. Actual time will be depended on the actual circumstances of the locations.  We shall not be liable for any loss or damage incurred or suffered by the customer as a result of any late delivery.

2.4. In case where the deliveries are delayed due to hoisting of typhoon signal no. 8 or above or black rain storm signal, we will try our best to arrange the products to be delivered on the next day.

2.5. The delivery fee and terms and conditions of delivery service of online store are different from our retail stores, welcome to contact us if any enquiry. 

2.6. In case of any dispute, Twelve Cupcakes Hong Kong Limited reserves the right of final decision.

Return & Cancellation

1. Subject to clause 2 below, no changes, cancellations or refunds will be accepted once all orders are confirmed.

2. You are entitled to exchange products which are found to be damaged or not in good condition upon delivery. In such case, you can contact our customer service department to make arrangement for exchange within 3 hours of receipt.