FAQ

Hi—how can we help?

If you can't find what you need below, email us at support@mstudiohkofficial.com and our team will get back to you as soon as possible during business hours.

Online Ordering

Can I change or cancel my order?

We start processing orders quickly, so edits or cancellations may not always be possible. If you need assistance, contact us ASAP at support@mstudiohkofficial.com and include your order number.

I placed an order but didn't get a confirmation email. What should I do?

Please check your spam/junk folder first. If it's not there, email support@mstudiohkofficial.com and we'll help confirm your order status.

Do I need an account to place an order?

No—guest checkout is available. Creating an account can make it easier to view past orders, save shipping details, and track shipments.

What payment methods do you accept?

We accept major credit/debit cards and any additional options shown at checkout. Payment availability can vary by country/region.

Do you offer promo/discount codes?

Occasionally, yes. Please note:

  • Typically one code per order unless stated otherwise
  • Codes can't be applied after an order is placed

Shipping & Delivery

How long does shipping take?

Orders are usually processed within 1–3 business days (excluding weekends/holidays). Delivery time depends on your location and the shipping option selected at checkout.

How do I track my package?

Once your order ships, you'll receive a shipment email with tracking details (when available). Tracking may take 24–48 hours to update after dispatch.

Do you ship internationally?

Yes, we ship to many destinations. If you don't see your country/region at checkout, email support@mstudiohkofficial.com and we'll do our best to help.

Will I need to pay duties or customs fees?

International shipments may incur duties/taxes set by your local customs authority. These fees aren't included in your order total and are the customer's responsibility.

My order seems delayed—what should I do?

Delays can occur due to carriers, weather, or customs inspections. Send us your order number at support@mstudiohkofficial.com and we'll assist with tracking.

Tracking shows "delivered," but I didn't receive it.

Please check your mailbox/parcel area, ask household members or neighbors, and confirm with your building reception/front desk. If it's still missing, contact the carrier first. You can also email us and we'll help where we can.

Returns & Refunds

What is your return policy?

Eligible items may be returned within 30 days of delivery if they are unused, unopened, and in original packaging. For full details, please see our Return & Refund Policy.

Can I return used or opened items?

For hygiene and safety reasons, we can't accept returns for items that have been opened or used.

What if my item arrives damaged, defective, or incorrect?

Contact us within 7 days of delivery at support@mstudiohkofficial.com with your order number and clear photos of the item and packaging. We'll review and make it right as quickly as possible.

When will I receive my refund?

After your return is received and approved, refunds are issued to the original payment method. Please allow 5–10 business days for the funds to appear (depending on your bank/provider).

Products & Care (Home Goods)

Are your products safe to use?

Our items are intended for everyday home use when used as directed. Please read the product page and any included instructions before use.

What materials are used?

Materials vary by item (e.g., fabric, plastic, metal, glass, wood, ceramic). You'll find material and specifications on each product page. If you need confirmation for a specific product, email the name/link to support@mstudiohkofficial.com.

Is it normal to notice a smell when opening the package?

Some items (especially fabric, foam, rubber, plastic, or sealed-pack products) may have a mild odor at first. This typically fades after airing out in a ventilated area for 24–72 hours.

How should I clean and care for the items?

Care depends on the product, but general guidance:

  • Wipe with a soft cloth for routine cleaning
  • Avoid strong/harsh chemicals unless the product listing says it's safe
  • Keep away from high heat or direct sunlight when applicable

Always follow any care instructions included with the product.

Will the color/size match the photos exactly?

We try to show products as accurately as possible, but:

  • Color may vary slightly due to lighting and screen settings
  • Measurements may have small differences due to manual measuring

If sizing is important, please check the listed dimensions carefully before ordering.

Do items come with assembly instructions?

If assembly is required, instructions are usually included in the package or on the product listing. If anything is missing, email support@mstudiohkofficial.com

Account & Support

How do I contact customer support?

Email: support@mstudiohkofficial.com

How soon will you reply?

We aim to respond within 1–2 business days, depending on volume and business hours.

Contact Information

M.Studio
Room 2607, Global Gateway Tower
63 Wing Hong Street, Lai Chi Kok, Hong Kong
Email: support@mstudiohkofficial.com