Frequently Asked Questions
1.Shipping and Orders
1.1 Where do you ship to?
Within HK and Macau
There is free shipping for all local orders in HK and Macau.
We ship to most countries and rates are calculated according to courier companies.
Shipping costs and options can be selected during checkout.
1.2 How long will shipping take?
Within HK and Macau
It will take within 2 business days to arrive.
Depends on location, it may take from 10-15 days to arrive. Shipping time maybe be delayed during the pandemic due to stricter customs and regulations.
1.3 How much are taxes and customs fees?
No taxes applied within Hong Kong and Macau. Customers for international orders are responsible for taxes and duties according to country.
We will not mark lower sales value on the commercial invoice.
1.4 What happens after order has been completed?
You’ll receive tracking number and shipping notification email once your order has been processed.
1.5 What payment methods do you accept?
Our secured check out system with Shopify ensures you are visiting a secure page accepts payment by most major credit cards, Paypal and Apple pay
1.6 Is it possible to change or cancel my order?
Yes, as long as you contact us within 24hr or before the item is shipped. Please email us at firstname.lastname@example.org.
2. Returns and Refunds
2.1 I am having problems and found it damaged, can I replace or repair it?
If there are any problems or found something broken or damaged with your bag please email us at email@example.com and we would get it taken care of asap.
2.2 How do I return / refund my item?
No shipping charge for returns within Hong Kong and Macau within 15 days upon receiving delivery. For international returns customer are responsible for shipping and customs fees. If you’re not happy with your item, you may return the item within 15 days of your purchase for a full refund. Items must be unused with original tags attached. Items with any indication of wear will not accept exchange and refund. Contact us at firstname.lastname@example.org .
Original shipping costs are non-refundable . Karner has the right to refuse any return on items that does not meet the above requirements. If your return is not accepted, it will be sent back to you at your expense and a refund will not be issued.
Please fill out the return form and you will hear from us within 1 business day if your item is eligible for return.
Any items marked as Final Sale, maybe not be returned.
Allow 10-12 business days to process returns.
At this time, exchanges are not offered. Please return the product and place a new order at anytime.
2.3 How long will it take for a refund?
Once we’ve received a return with no issues, we’ll process your refund, minus restocking fees listed in our Return Policy. The refund will be credited back to your payment method. This process can take up to 30 days.
3.1 Is it easy to clean the bags?
Please use a damp cloth and mild detergent to wipe down the surfaces of the outer and inner lining. Use disinfectant to spray the rear padded and shoulder straps to neutralize odor. When not in use, store in a protective bag in a cool, dry place. Do not machine wash your bag because the USB port and inner USB cable will get damaged.
3.2 Is it water repellent?
Yes the material is made from 600 D nylon fabric with clear coat to prevent water droplets from soaking through the bag but it is not waterproof. The bag cannot be in a heavy downpour for too long since the seams are sewn and material is not made from TPU (rubber).
3.3 What colors does it come in?
Black and Burgundy at the moment. We cannot stock too much inventory at the moment due to factory MOQ policy but in the future we will provide more color selections for more upcoming bag collections.