Shipping & Fulfillment Policy

Last Updated: April 2026

Thank you for supporting gentle. and our mission of circularity. Because we deal exclusively in unique, pre-loved books and fragile vintage homeware, our shipping process differs slightly from traditional retailers. Please review our policies below.

1. FULFILLMENT TIMELINES

1.1. Standard Processing: We are a small, dedicated team. Please allow 7–10 business days for your order to be processed, packed, and dispatched.

1.2. Urgent Requests: If you require a book urgently, please reach out via WhatsApp or email immediately after placing your order. While we will try our best to accommodate, we cannot guarantee expedited fulfillment due to our operational schedule.

1.3. Tracking: While we endeavor to provide tracking notifications for every shipment, this is not always 100% guaranteed. If you have not received an update after the standard processing window, please feel free to check in with us.

1.4. Combined Orders: If you purchase both books and homeware in a single transaction, they may be shipped in separate packages to ensure the safety of the items.

2. VINTAGE HOMEWARE & FRAGILE ITEMS

2.1. Packaging: We take immense pride in our packaging. All vintage homeware is wrapped in protective materials (often recycled) to ensure safe transit.

2.2. Fragility Disclaimer: By nature, vintage items are delicate and may have pre-existing aged characteristics. While we pack to the best of our ability, the transit process is managed by third-party couriers.

2.3. Damage in Transit: In the rare event that an item arrives damaged, please contact us at hello@thisisgentle.com within 48 hours of delivery with clear photographs of the damaged item and the original packaging. We will review these on a case-by-case basis.

3. GENTLE BOOKS SHIPMENTS

3.1. Inventory Limitations: As most of our books are one-of-a-kind donations, if a book is found to be unavailable during the fulfillment window, we will notify you and issue a refund for that specific title.

3.2. Condition: Please remember that our books are secondhand and "pre-loved." While we screen for quality, they may show signs of previous ownership (inscriptions, light wear, etc.).

4. SELF-PICKUP (POP-UPS)

4.1. Notification: If you select the "Self-Pickup" option at checkout, your order will not be shipped.

4.2. Preparation & Availability: We typically pack pickup orders 1–2 days before the scheduled pop-up. It is at this stage that we confirm inventory; if an item is missing, you will be notified at this time.

4.3. Missed Pickups: If you are unable to collect your order during the designated window, we will work with you to coordinate an alternate date (usually at our next monthly pop-up). Alternatively, we can arrange shipping via SF Express at the customer's expense.

4.4. Partner Locations: In specific cases, we may offer pickup through one of our community partners. This is handled on a case-by-case basis and is not a standard service.

5. INTERNATIONAL SHIPPING

5.1. Customs & Duties: For orders outside of Hong Kong, the recipient is responsible for any import duties, taxes, or customs fees incurred.

5.2. Transit Times: International shipping times vary significantly by destination. We are not responsible for delays caused by customs processing or international postal services.

6. RETURNED TO SENDER

6.1. If a package is returned to us due to an incorrect address provided by the customer or failure to collect from a courier point, a re-shipping fee will apply.

7. CONTACT US

For any updates on your delivery status or questions regarding fulfillment, please reach out to:

• Email: hello@thisisgentle.com

• WhatsApp: +852 6799 0171