FAQs

Frequently Asked Questions (FAQs)

About Shardsigh

1. What is Shardsigh?

Shardsigh is a curated online home lifestyle brand, operated by H K JILE INTERNATIONAL TRADING LIMITED. We focus on thoughtfully designed, functional products that bring simplicity, calm, and intention to your daily rituals. From kitchen tools to home comfort essentials, each item is selected to enhance your living space without clutter or complexity.

2. What does “Shardsigh” mean?

The name represents our philosophy: finding clarity and cohesion (“sigh” of relief) in the many fragments (“shards”) of daily life. We aim to help you piece together a home that feels whole, intentional, and serene.

3. Where is Shardsigh based?

Our company is registered and operated from Hong Kong. All customer service, logistics, and business operations are managed by our team at:
H K JILE INTERNATIONAL TRADING LIMITED
Unit D, 2511, 25th Floor, Golden Bear Industrial Centre,
66-82 Chai Wan Kok Street, Tsuen Wan, Hong Kong.

Account & Orders

4. Do I need an account to place an order?

No, you can checkout as a guest. However, creating a free account offers several benefits:

  • Faster checkout with saved addresses and payment details

  • Easy order tracking and access to your full order history

  • Wishlist functionality to save items for later

  • Exclusive access to early sales, new product launches, and member-only content

  • Simplified returns and customer service requests

5. How do I create or manage my account?

You can create an account during checkout or via the “Sign Up” link in the website header. To manage your account, log in and visit “My Account” to update personal details, passwords, communication preferences, and address book.

6. Can I modify or cancel my order after placing it?

We begin processing orders quickly to ensure timely shipment. If you need to modify or cancel an order, please email support@shardsigh.com within 12 hours of placement with your order number. Once an order enters the processing or fulfillment stage, we may be unable to make changes. Please refer to our Shipping & Delivery Policy for full details.

Payment & Pricing

7. What payment methods do you accept?

We accept the following secure payment methods:

  • Credit/Debit Cards: Visa, Mastercard, American Express, Discover, JCB

  • Digital Wallets: PayPal, Apple Pay, Google Pay

  • All transactions are processed in US Dollars (USD).

8. Is my payment information secure?

Yes. We do not store your full payment card details on our servers. All transactions are encrypted and processed through PCI-DSS compliant payment gateways (such as Stripe and PayPal). Your financial security is our priority.

9. Why is my transaction in USD? Will I be charged foreign transaction fees?

Our global store is priced in USD for consistency. If your card is issued in another currency, your bank will convert the amount, and any foreign transaction fees depend on your card issuer’s policy. We recommend checking with your bank beforehand.

10. Are taxes and duties included in the price?

  • Sales Tax/VAT/GST: May be added at checkout based on your shipping destination and local laws.

  • Customs & Import Duties: For international orders, these are not included in the product or shipping price. They are the responsibility of the recipient and are determined by your country’s customs authority upon arrival. This is standard DDU (Delivered Duty Unpaid) shipping.

Shipping & Delivery

11. Where do you ship from?

To reduce carbon footprint and support efficient delivery, many of our curated items ship directly from our network of trusted global partners and manufacturing hubs. Some items may ship from regional warehouses. This direct-ship model allows us to offer authentic products at fair prices.

12. What are the shipping costs and delivery times?

  • Shipping Cost: A flat rate of $5.99 applies to all orders, regardless of destination.

  • Processing Time: 2–4 business days for order preparation before shipping.

  • Delivery Time: Varies by region. Please see our Shipping & Delivery Policy for a detailed estimate table. Typical ranges are 10–20 business days after shipment, depending on location and customs processing.

13. How do I track my order?

Once your order ships, you’ll receive a confirmation email with a tracking number and a link to monitor its journey. Please allow 1–3 business days for the tracking information to activate in the carrier’s system.

14. Can I change my shipping address after ordering?

Please contact us immediately at support@shardsigh.com if you need to change your address. We can only modify the address before the order enters the fulfillment stage. We strongly recommend using a permanent residential address for delivery to avoid issues with customs or carrier holds.

15. My order hasn’t arrived within the estimated time. What should I do?

Delivery times are estimates. Delays can occur due to customs, logistics, or seasonal peaks. Please check your tracking link first. If the tracking shows no movement for over 10 business days or seems stuck, contact us with your order number for assistance.

Returns, Refunds & Exchanges

16. What is your return policy?

We offer a 30-day return policy from the date of delivery for items in new, unused condition, in original packaging with all accessories and tags. Returns must be pre-authorized—please contact us to start the process. Some items are non-returnable for hygiene or safety reasons. Full details are in our Return & Refund Policy.

17. How do I start a return?

  1. Email support@shardsigh.com within 30 days of delivery with your order number and reason for return.

  2. Once approved, we’ll provide a Return Authorization and instructions.

  3. Ship the item back using the provided label (if eligible) or a trackable service.

  4. Once received and inspected, we will process your refund.

18. Do you offer exchanges?

We do not offer direct exchanges. The fastest way is to return the original item for a refund and place a new order for the desired item.

19. How long do refunds take?

After we receive and inspect your return, refunds are processed within 5–10 business days. The funds will be returned to your original payment method. Your bank may then take an additional 3–10 business days to post the credit to your account.

Product & Quality

20. How do you ensure product quality?

Each product in our collection is vetted for design, functionality, and durability. We work closely with partners who uphold high manufacturing standards. Many items are shipped directly from these specialized partners to ensure authenticity and careful handling.

21. What if I receive a damaged, defective, or incorrect item?

Please inspect your order upon arrival. If there is an issue, contact us within 48 hours at support@shardsigh.com with your order number and photos/video of the product and packaging. We will promptly arrange a resolution, which may include a replacement, refund, or prepaid return label.

22. Do you offer warranties on products?

Many of our products come with a manufacturer’s warranty. Warranty details, if applicable, are included with the product documentation. For warranty claims, please contact us first, and we will guide you through the process with the manufacturer.

Contact & Support

23. How can I contact customer service?

The best way to reach us is via email at support@shardsigh.com. For order-related issues, please include your order number. We aim to respond to all inquiries within 1–2 business days.

24. What are your customer service hours?

Our support team operates Monday–Friday, 9:00 AM – 6:00 PM HKT (Hong Kong Time), excluding public holidays. Emails received outside these hours will be addressed on the next business day.

25. Can I visit a physical store?

Shardsigh is currently an online-only retailer. This allows us to keep our focus on thoughtful curation and maintain the value we offer through our direct-partner model.

Still have questions?

We’re here to help. If you didn’t find the answer you were looking for, please don’t hesitate to reach out directly.

Email: support@shardsigh.com
Company: H K JILE INTERNATIONAL TRADING LIMITED
Operating Hours: Mon–Fri, 9AM–6PM HKT

Thank you for being part of the Shardsigh journey. We’re committed to ensuring your experience is smooth, satisfying, and aligned with a more intentional way of living.