1. Delivery Scope

Unless otherwise specified on the Site, our delivery services are available to addresses throughout the Hong Kong Special Administrative Region and the Macao Special Administrative Region, subject to our carrier partners’ applicable service coverage and conditions.

Delivery is not available to overseas destinations, Mainland China, or certain remote, restricted, or inaccessible locations, including but not limited to:

• Areas requiring special warehousing or handling arrangements, such as wharfs, airports, logistics centres, warehouses, bonded areas, customs supervision areas, conference or exhibition centres, and other similar special premises.

• Controlled or prohibited areas, including frontier closed areas, military restricted zones, areas where goods vehicles are prohibited from entering, and other locations with restricted access.

For enquiries about delivery coverage for a specific address, please contact service@santamonicaofficial.com before placing your order.

2. Shipping Method and Tracking

To ensure a smooth and secure delivery experience:

• All orders are shipped using a trackable shipping service.
  

• A signature upon delivery is required. Please ensure someone is available at the delivery address to receive and sign for the parcel.

After dispatch, a tracking number and/or tracking link will be provided (where available) so that you can follow the status of your shipment.

If delivery is unsuccessful due to an incorrect address, recipient not available, or other reasons beyond our control, additional re‑delivery or handling charges may apply.

3. Processing and Delivery Time

Under normal circumstances:

• Orders are processed and dispatched within 7-10 working days after payment has been successfully received.
  

• "Working days” mean Monday to Friday, excluding Saturdays, Sundays and public holidays in (e.g. Hong Kong SAR).

Delivery service is not available on Saturdays, Sundays and public holidays. During peak seasons, festive periods, large promotions or under special conditions, dispatch and delivery times may be longer than usual.

These time frames are estimates only and are not guaranteed. Delays may occur due to courier operations, customs inspections, adverse weather, traffic or other circumstances beyond our control.

4. Shipping Fees

A fixed shipping fee of HKD 30 per order shall apply to all deliveries within Hong Kong and Macau, unless otherwise expressly stated on the Site.

Any shipping arrangements outside Hong Kong and Macau, if made available, shall be subject to such additional terms, conditions, and charges as may be specified on the Site from time to time.

Any limited-time, promotional, or campaign-specific shipping arrangements shall be governed by the additional terms and conditions announced on the Site in connection with the relevant promotion.

5. Delivery Conditions and Risk

Please ensure that the delivery address and contact details provided at checkout are complete and accurate. Eternal is not responsible for delays or non‑delivery arising from incomplete or incorrect information submitted by the customer.

Risk of loss or damage to the products passes to you at the time the parcel is delivered to the address you provided and signed for by you or your representative. Title to the products passes when full payment has been received.

6. Reception of the Order

You are responsible for verifying the delivery address and checking the contents of the order upon arrival.

• If the outer package appears opened, damaged or mishandled, you must clearly note your concerns on the delivery slip or electronic delivery notification at the time of receipt.
  

• If the ordered items are visibly damaged, do not accept the package and explain the reason for refusal to the delivery personnel (for example, “box damaged” or “suspected opened”).

We encourage you to contact our Customer Service within 48 hours of attempted delivery or receipt, providing:

• Order number.

• Photos of the outer carton, shipping label and affected items.
  

• A description of the issue.

Please note that signing for the parcel without reservation constitutes acceptance of the package as received in good condition. In such cases, Eternal cannot be held liable for incidental damage arising from shipping and transportation discovered afterwards, unless otherwise required by applicable law.