These Terms and Conditions establish the rules governing purchases from Civistravora and use of our shoe-shopping website. Rather than considering checkout as the end of a transaction, these terms explain the full relationship between the customer and Civistravora, from browsing and placing an order through Cash on Delivery, dispatch, delivery, cancellation, and any eligible post-delivery request.
Civistravora operates exclusively within Hong Kong. By placing an order through our website, you acknowledge that you have read and accepted these Terms and Conditions.
1. Our Store Operates Within Hong Kong
Civistravora sells and delivers footwear only within Hong Kong. We do not currently accept orders requiring delivery to another country or territory.
To place an order, customers must provide a valid Hong Kong delivery address together with sufficient recipient and contact information for fulfillment.
An order containing an address outside our delivery area may be declined or canceled before dispatch.
2. Browsing, Product Information and Availability
Our website presents shoes through product pages containing information that may include photographs, descriptions, available sizes, specifications, pricing, and size guidance.
We make reasonable efforts to present product information clearly. However, screen settings, lighting, photography, and device displays can affect how colors and certain visual characteristics appear.
Product availability may change. Placing an item in a shopping cart does not reserve that item indefinitely.
Where an item becomes unavailable after an order is submitted but before dispatch, Civistravora may contact the customer regarding the affected order.
3. Size Selection Is Part of Ordering Footwear
Shoe fit depends on measurements as well as the construction and shape of individual footwear designs. For this reason, size guidance is provided with product descriptions on our website.
Customers should review the relevant size guide before submitting an order.
If the selected size does not fit after delivery, the customer may submit a request under our Return and Refund Policy within the applicable 30-day period, provided the footwear meets the relevant return conditions.
4. What Happens When You Place an Order?
Submitting an order communicates your request to purchase the selected footwear. Customers are responsible for reviewing the information entered before submission, including:
- Product and size selected;
- Quantity requested;
- Recipient's name;
- Telephone number;
- Email address; and
- Complete Hong Kong delivery address.
We may contact you where clarification concerning an order is reasonably required.
Civistravora may decline or cancel an order before dispatch where, for example, the item is unavailable, the address falls outside Hong Kong, essential information is incomplete, or fulfillment. cannot reasonably proceed.
5. Our Cash on Delivery Model
Purchases from Civistravora operate entirely through Cash on Delivery (COD).
No card payment, digital wallet, online bank payment, or advance website payment is offered for ordinary purchases.
The customer must pay the entire applicable order amount in cash when the parcel is handed over at the delivery address.
There is no additional COD charge, shipping charge, or delivery fee imposed by Civistravora. Customers should ensure that the required cash is available when accepting their order.
If payment cannot be completed at delivery, the parcel may not be handed over.
6. Free Hong Kong Delivery
Civistravora provides free delivery for eligible orders throughout Hong Kong.
Our normal fulfillment. schedule is structured as follows:
| Stage | Usual Period |
|---|---|
| Preparation and dispatch | 1 business day |
| Delivery after dispatch | 1–2 business days |
| Overall expected period | 2–3 business days |
The first business day is used for internal product review, order matching, and packaging before the parcel enters the delivery network.
Weekends and Hong Kong public holidays are excluded when calculating business days.
Delivery periods may be affected by severe weather, transportation interruptions, building access issues, inaccurate customer information, or circumstances outside ordinary fulfillment. operations.
7. Your Delivery Responsibilities
Customers should provide a complete address that can reasonably be accessed for delivery and a telephone number through which delivery-related communication can occur.
The customer or an appropriate recipient should be available to accept the parcel and complete the required cash payment.
Where delivery cannot be completed because the recipient is unavailable, access is unavailable, information supplied is inaccurate, or payment cannot be made, the order may be considered as an unsuccessful delivery.
Any further delivery arrangement, where available, will depend on the circumstances and courier operations.
8. Cancellation Has a Dispatch Boundary
Orders generally require 1 working day to dispatch.
A cancellation request may be submitted while the order remains in the pre-dispatch stage. Requests should be sent promptly to boots@civistravora.com with sufficient order information.
Once an order has been dispatched and handed into the delivery network, cancellation is no longer available.
Submitting a cancellation request does not mean that the order has automatically halted. If dispatch has already occurred by the time the request is reviewed, cancellation cannot proceed.
9. The 30-Day Return Framework
Civistravora provides a 30-day return period beginning on the delivery date.
Under our voluntary return program, returns are accepted where:
- Footwear arrives damaged or defective;
- A different item from the one ordered is delivered; or
- The selected shoe size does not fit.
Returns for other reasons are outside our voluntary return program, subject to rights that apply under Hong Kong law.
Returned footwear should remain unworn apart from what is reasonably necessary to assess fit and should be returned with its original packaging and supplied components.
The full requirements are explained in our Return and Refund Policy.
10. Collection, Assessment and Replacement
When an eligible return request proceeds, Civistravora arranges doorstep collection within Hong Kong at a mutually convenient date and time, subject to collection availability.
Customers are not required to independently ship an eligible return back to us.
After the returned item reaches Civistravora, we allow 1 working day for assessment.
Where a replacement is selected, it can proceed only when the required item is available. Replacement orders follow the ordinary delivery framework of 1 business day for preparation and dispatch followed by approximately 1–2 business days for delivery.
11. How Eligible Refunds Work
Eligible refunds are processed by bank transfer because original purchases are completed in cash at delivery.
Civistravora will request the bank information reasonably necessary to arrange the transfer by email. Customers should provide only information relevant to the refund and review the communication before sharing banking information.
Once the necessary details are received, we initiate the applicable transfer within 1 working day.
The amount may take approximately 9–10 business days to appear in the customer's account, depending on the banking institution's processing period.
Civistravora does not impose a return collection fee, restocking fee, or refund administration fee for an eligible return.
12. Personal Information Is Part of Fulfillment
Operating an online footwear store requires certain personal information. Depending on the interaction, this may include a customer's name, telephone number, email address, Hong Kong delivery address, order history, correspondence, return information, and bank details required for an eligible refund.
Information may be used for order administration, communication, dispatch, delivery, return collection, refunds, recordkeeping, and other applicable operational purposes.
Personal data is handled in accordance with our Privacy Policy and applicable Hong Kong requirements, including the Personal Data (Privacy) Ordinance (Cap. 486).
Relevant information may be shared with delivery or service providers where reasonably required to perform the applicable service.
13. Appropriate Use of Our Website
Customers must not use the Civistravora website to engage in unlawful activity, submit deliberately false order information, interfere with website operations, attempt unwanted access to systems or information, impersonate another person, or misuse ordering and return processes.
Website materials, including original text, graphics, layouts, product photographs, and other content belonging to Civistravora, may not be copied, republished, commercially distributed, or presented as another business's material without applicable permission, except where use is otherwise permitted by law.
14. Problems Beyond Ordinary Operational Control
Circumstances may occasionally affect our ability to fulfill an order as originally anticipated. Examples can include severe weather, transportation interruptions, public emergencies, network outages, courier disruption, governmental measures, or other events outside reasonable operational control.
Where such circumstances affect an order, Civistravora may adjust the affected fulfillment. process as reasonably necessary and communicate relevant information where practicable.
Nothing in this section removes obligations that cannot lawfully be excluded.
15. How Hong Kong Law Fits Into These Terms
These Terms and Conditions are governed by applicable laws of Hong Kong.
Depending on the circumstances, relevant legislation may include the Sale of Goods Ordinance (Cap. 26) in relation to contracts for the sale of goods and applicable implied terms, and the Trade Descriptions Ordinance (Cap. 362) concerning trade descriptions and specified unfair trade practices.
The Control of Exemption Clauses Ordinance (Cap. 71) and Unconscionable Contracts Ordinance (Cap. 458) may apply to contractual provisions and their enforce ability in relevant circumstances.
Electronic transactions and electronic records may also be subject to the Electronic Transactions Ordinance (Cap. 553).
Personal data matters are handled with reference to the Personal Data (Privacy) Ordinance (Cap. 486).
Nothing within these Terms and Conditions is intended to exclude, restrict, or alter a statutory right or obligation where such exclusion, restriction, or alteration is not permitted under applicable Hong Kong law.
16. If Part of These Terms Cannot Apply
If a particular provision of these Terms and Conditions is found to be invalid or unenforceable under applicable law, that provision may be interpreted or separated to the extent necessary without automatically affecting the remaining provisions.
A delay by Civistravora in exercising an available contractual right does not by itself mean that the right has been permanently waived.
17. Contacting Civistravora
Questions about an order, cancellation before dispatch, delivery, eligible return, refund, privacy matter, or these Terms and Conditions can be directed to:
Company: Civistravora
Email: boots@civistravora.com
Service Area: Hong Kong only
Customers should include relevant order information when contacting us about an existing purchase so that the inquiry can be identified and handled appropriately.
By submitting an order through Civistravora, you agree to these Terms and Conditions together with the policies applicable to your purchase.