Shipping & Returns
Where Does Pillar Ship To?
Our Hong Kong web-store ships exclusively to Hong Kong and Macau. Please check the list below to see your relevant online stockist, if your country or region is excluded from this web-store.
Europe - selected countries
Please shop PILLAR products at https://pillarperformance.eu/
Spain, Portugal & Andorra
Please shop PILLAR products at https://sport-needs.com/
France
Please shop PILLAR products at https://pillarperformance.fr/
Greece
Please shop PILLAR products at https://www.thirdwind.gr/
United Kingdom & Northern Ireland
Please shop PILLAR products at https://xmiles.co.uk/
North America
Please shop PILLAR products at https://thefeed.com/
United Arab Emirates
Please shop PILLAR products at https://pillarperformance.ae/
Indonesia, Singapore & Malaysia
Please shop PILLAR products at https://simplyactive.com.sg/
How Are Orders Shipped?
We offer shipping to addresses in Hong Kong and Macau and select international destinations. Alternatively, you may collect your order in person at any of our designated physical stores in Hong Kong. To ensure your order is ready for pickup, please notify us in advance via email, phone, or WhatsApp prior to your arrival.
Placing an order means you agree to purchase products or services and appoint us to deliver the same on your behalf to your specified delivery address, or for collection at a designated physical store, in accordance with the Terms and Conditions set out herein. After receiving your order, we will acknowledge receipt. However, this is not an acceptance of your order. We reserve the right to reject any purchase order without giving any reasons. In the event that we are unable to accept your order (for example, due to a payment issue), we will notify you by phone or email.
If your order is accepted by us, we will confirm with you accordingly and advise the date and time of delivery or availability for collection at a designated physical store. In the event that a complimentary gift associated with your order becomes unavailable, we will notify you promptly. You may then choose to accept a substitute gift, cancel your order, or exchange your purchased items for a different product style.
What Are Your Domestic Shipping Options And Costs?
Local (Hong Kong) and Macau: We offer FREE standard delivery on orders of HKD $500 or above. A flat delivery fee of HKD $50 will be charged if the order fails to meet the free delivery threshold.
Local Delivery Surcharges (Remote Areas):
Home Delivery: A surcharge of HKD $10 per shipment applies, payable via Cash on Delivery (COD).
Self-Pickup: A surcharge of HKD $5 per shipment applies to pickups at SF Partner Points or Lockers in Lamma Island and Cheung Chau, payable via accepted payment methods at SF Express Lockers.
Note: All charges are subject to the latest rates published on the official SF Express International: International shipping fees calculated during checkout are estimates. The final cost will be determined by our courier partners. If there is a difference between the estimate and the actual cost, we will reach out to you by email, phone call, or WhatsApp. Please note that any additional shipping charges must be paid via the payment link sent by our team before we can ship your order.
Delivery Service Areas & Conditions
Delivery service is only available at addresses located in Hong Kong Island, Kowloon, New Territories, Tung Chung, Discovery Bay, and Ma Wan.
Special Locations: For deliveries to Big Wave Bay Village and Shek O, our courier can only deliver the products to you at nearby public carparks by way of appointments made with the recipient in advance. Should you have any inquiries about delivery, please feel free to contact our Customer Service Department.
Excluded Locations: Delivery service is not available at non-permanent addresses, frontier closed areas, warehouses, and premises which are not accessible by elevator or staircase and require delivery through a balcony.
Receiving Your Order: After your order has been accepted, we will confirm the tracking number with you from our designated courier. Before the arrival of the goods, you will receive a call notification from our courier. Please verify your items against the invoice and sign the delivery note to acknowledge receipt of shipment in good condition.
Severe Weather: In cases where deliveries are delayed due to the hoisting of Typhoon Signal No. 8 or above, or a Black Rainstorm Signal, we will try our best to arrange for the products to be delivered on the next business day.
Delivery Schedule
For successful orders placed at our e-store and confirmed by us via email before 4:00 p.m. each day, the products will be delivered to your specified delivery address within 5 business days between 10:00 a.m. and 6:00 p.m. (Business days exclude Sundays and public holidays).
We will dispatch deliveries with our designated courier partners as scheduled, to the best of our ability.
Next-day delivery is not available for the outlying islands, Ma Wan, Discovery Bay, and Tung Chung.
Delivery times may be affected by seasonal factors (e.g., special promotional events) and festive periods (e.g., Christmas or Chinese New Year) as we cope with high volumes of orders.
Failed Deliveries: If you fail to receive your purchased products upon the first delivery appointment, provide inaccurate address information, or change your address, we reserve the right to (i) charge you an additional delivery fee for subsequent delivery(ies); or (ii) arrange for your ordered goods to be collected by you in one of our stores.
Liability: All expected delivery dates and times are estimates only. We shall not be liable for any loss or damage incurred or suffered by the customer as a result of any late delivery. In case of any dispute, our determination shall be final.
Return Policy
If you wish to return a faulty or damaged product, please contact us via info@surestepasiapacific.com and our team will be happy to assist. If we are unable at the time of contact to replace or exchange the product, we will consider to reimburse your credit card for the amount initially debited for the purchase.
You are responsible for the risk of loss during shipment. We recommend that you take steps to insure your return shipment against loss or damage and that you use a carrier that can provide you with proof of delivery for your protection.
We will endeavour to process returns within approximately seven (7) business days of our receipt and inspection of the returned goods. No credit will be issued for material not in a resalable condition. Any refund, which is agreed by us, will be credited back to the same payment method used to make the original purchase on the site.
We do not offer refunds for ‘change of mind’ or on any products designated on this site as non-returnable.