Shipping policy

Shipping Policy

1. Where we ship from

We despatch from our shipping department in Hong Kong. Our intimate care gels are formulated in Korea and come to us in Hong Kong before being sent on to you, which is why they take a little longer to arrive.

2. Order processing

Period knickers, shapewear and accessories: processed within 1–3 business days, excluding weekends and Hong Kong public holidays.
Intimate care gels: please allow 10–21 days in total for despatch and delivery. We always aim to send them out as quickly as we can.

During peak periods, sales or product launches, please allow an additional 2–3 business days.

You will receive a shipment notification email with tracking details as soon as your order is handed to our carrier.

3. Delivery estimates

Destination	Estimated delivery window
Hong Kong SAR	2–4 business days
Macau & Taiwan	4–7 business days
Asia-Pacific	6–10 business days
United Kingdom & North America	10–15 business days
Europe	12–18 business days
Rest of world	15–25 business days

“Business days” means Monday to Friday, excluding public holidays in both the origin and destination countries. These windows are estimates rather than guarantees. If your order has not arrived within a reasonable time, please email us and we will chase it up for you.

4. Customs, duties and import taxes

We ship international orders on a DDU (Delivered Duty Unpaid) basis.

The recipient is the importer of record for the destination country.
Any customs duties, VAT or import taxes are set by your local authorities and are payable by you. We are not able to calculate these in advance or absorb them.
International parcels can be held for an additional 5–7 days during customs clearance, which is outside our control.

Please bear this in mind before ordering, particularly on higher-value orders, as these charges can be significant.

5. Shipping methods and restrictions

We use SF Express and Hong Kong Post for deliveries within Hong Kong.
We are unable to deliver to P.O. Boxes, APO/FPO addresses, or forwarding addresses that do not accept a signature.
Please check your delivery address carefully and include a contact number. If a parcel cannot be delivered because the address supplied was incorrect or incomplete, we may not be able to replace it free of charge.

6. If something goes wrong

Your order is our responsibility until it reaches you. If a parcel is lost, damaged or simply does not turn up, email us at natalie@byfullstop.com and we will put it right.

Damaged on arrival: photographs of both the packaging and the product help us resolve it quickly, so please send them if you can.
Not arrived, or marked as delivered but missing: let us know and we will open an enquiry with the carrier on your behalf.

Nothing in this policy affects your statutory rights as a consumer.

7. Shipping rates

Shipping is calculated at checkout based on weight and destination. Our intimate care gels carry their own shipping rates, which are shown to you at checkout before you pay.

We reserve the right to adjust shipping fees, or to cancel orders to remote areas where standard carrier service is unavailable. If that happens we will contact you first and refund you in full.