Delivery arrangements, Shipping costs and Return Policies

After receiving payment, we will arrange shipment. Shipment takes approximately 3 business days and parcel delivery usually takes around 7-14 days subject to the delivery time of the Hong Kong Post, delivery service carrier, Post office of destination and custom clearance throughout the whole process.

Return Policy

Our main company KM imports Ltd (Eoluba brand) in Hong Kong provides professional and discreet service. We thoroughly inspect your order before shipping to ensure product quality and carefully package your order to minimize shipping damage. We offer a 3-Day Return Guarantee. If the product is damaged or faulty upon receipt, consumers are entitled to a replacement or a refund under Australian Consumer Law, regardless of the 3-day window. This policy does not affect customers' statutory rights under the ACL. Nothing in this policy affects your rights under Australian Consumer Law, which provides that consumers are entitled to a remedy (repair, replacement, or refund) if goods are faulty, not as described, or do not meet the consumer guarantees. If your order is damaged, incomplete, or deteriorating upon receipt, we will gladly accept a return or exchange. You can email kc.eoluba@outlook.com and email a copy to info@eoluba.com to request a return or exchange.

When requesting a return or exchange, please provide the following information:

  • Order number

  • Details of damage to the ordered product

  • Clear image of the damaged product

We will follow up immediately upon receipt and confirmation of your return. Please keep the damaged product.

We will process the return within approximately 10 business days of receiving the return. After your request is approved, we will ask you to return the damaged product to us for a replacement. The shipping costs will be covered by KM Imports Limited (Eoluba brand).

The following products are not eligible for returns or exchanges:

Products that have been opened or used (e.g., packaging tape or box removed) more than three days after delivery

*Exclusions apply only for products that have been opened or used and are not faulty or defective. If a product is faulty or not as described, you are entitled to a remedy under Australian Consumer Law.

Products that are not in their original packaging, are damaged, or are incomplete (this does not apply to products that were damaged upon receipt or have intact packaging but damaged contents)

Any discounted, clearance, or sale items that indicate non-returns

Any free gifts or sample packs

Any products not purchased from this website

Our products are imported brands, so brand packaging specifications are subject to change. We will do our best to ensure that the information on our website is consistent with the actual product. In the event of any discrepancy between the packaging and the actual product, the actual product shall prevail.

In the event of any dispute, KM Imports Limited (Eoluba brand) reserves the right of final decision.

If the product cannot be successfully delivered to the destination country/address due to customs restrictions, third-party shipping companies, or if the customer unexpectedly cancels the order, you are still entitled to a remedy (e.g. replacement/refund). However, if the customer unexpectedly cancels the order, we can only offer refund providing that the order is cancelled within 3 days after purchase. After we dispatch the parcel to the Post and it has been processed, no refund is eligible for order cancellation. We can only exchange the original order for another product and ship the package, or create a one-time online discount code for the customer to use on their next purchase. This means the customer can choose to: 1) exchange for an item of equal value; 2) exchange for an item of greater value (paying the price difference); or 3) receive an online discount code of equal value.

This website is designed for customers who purchase our products online. All products purchased on this website are for personal use only.

As our products are imported from Hong Kong, customers are considered as an importer. You may be required to pay fees and submit documents, or receive your delayed goods due to customs clearance issues (including but not limited to paying taxes, penalties, and other surcharges, or applying for or registering import licenses for the goods at the destination). This depends on the laws of the destination country.

Because laws vary and change frequently in each country, KM Imports Limited (Eoluba brand) cannot control or predict the amount of such fees or documents, nor can we estimate the time required for customs clearance. In some special cases, customs clearance can take up to one month or more (for example, in the United States). KM Imports Limited (Eoluba brand) will not pay any fees or process any documents for any of these situations.

KM Imports Limited (Eoluba brand) cannot control the speed of third-party companies (such as local post offices) or customs clearance. If your local post office requires you to pick up your package at the post office, you must do so. We will not ship a new package or issue a refund. Furthermore, KM Imports Limited (Eoluba brand) assumes no legal or regulatory responsibility for delivery issues caused by third-party companies or customs authorities (such as lost, delayed, or damaged mail).

By purchasing from KM Imports Limited (Eoluba brand), you agree to assume all risk and abide by all terms and conditions set forth herein. If you have any questions about import duties, regulations, or customs clearance times in your country, please contact your local customs office.