FAQ - Frequently Asked Questions

1. What is the office hour of Via The Silk Road?
   We are operating from 10:00 to 17:00 (HK time, GMT +8), Monday to Friday. Please excuse us during weekends and public holidays while the post office is closed too. We tackle customer inquiries and daily tasks during our office hours. Indeed, we will also respond to emails anytime when we are available.
   
2. How much would postage fee be?
   For most items, postage fee will be the same worldwide. Postage fee are specified in the postage details of particular listing.
   
3. Why the postage fee charged is more than the actual stamped value on package?
   Please understand that both shipment cost and handling cost are included in our postage charge. You are not only paying for the postage fee charged by post office, but also the PayPal charge, packaging, our transportation from and to post office, our manpower and other cost too.
   
4. How to enjoy postage discount in combine shipment?
   For purchase of more than one item, you may enjoy a postage discount of GBP 1.00 or AUD 2.00 for each additional item. To enjoy discount, you need to purchase your items within 5 days and have them checked out together. eBay will then have discount calculated for you automatically for combined payment. Therefore, please do not check out any item until you are finished with your shopping.
   (Please note that only items in the same currency can be paid together with discount applied.)
   
5. What kinds of payment method are accepted?
   We are sorry to tell that we only accept PayPal at the moment. PayPal is safe and easy to use for eBay auctions. Please try to use PayPal if you have never paid via PayPal before.
   
6. What is the lead time for postage?
   Your item will be dispatched in two working days once payment settled. Postal lead time will be approx. 7 - 10 working days for most destinations (including Western Europe, Australia, USA, Canada etc.). Packages may arrive earlier if we are lucky enough.
   
7. What if my item is damaged or missing during postage?
   Please have us informed for the incident and we will try our best to help. Item will be exchanged or refunded if optional insurance fee was included in payment. Please give us the chance to help before leaving us any negative feedback. A negative feedback leads to a conclusion of the sales and we will then be under no obligation for the incident.
   (Please note that item exchange only apply when stock last and buyer need to pay for the shipment/handling for item exchange. Shipment/handling fee is non-refundable.)