FAQs

SHIPPING 

How much is shipping?

HONG KONG

For our Hong Kong customers shipping is free and will take 3-5 days from the day of shipment.

REST OF THE WORLD

For our international customers outside of Hong Kong, please bear with us but we are currently NOT shipping outside of Hong Kong yet.

Due to the current global COVID-19 pandemic, we cannot account for our orders reaching you on time due to postal service disruptions. For that reason, we have made the tough decision to begin shipping within Hong Kong only because we want to ensure our customer service and delivery can live up to high standards. 

We will be offering FREE shipping on orders over $1000 HKD to all countries around the world soon. Shipping will take around 10-14 business days depending on where you are located in the world. Should you wish to purchase Express shipping you have the option of selecting express shipping for a fee at your own additional cost.

Where do you ship to?

We are currently only shipping within Hong Kong ONLY. We will be shipping worldwide soon!

Where are you based? 

We are Hong Kong based so expect domestic orders within Hong Kong to take 3-5 days and 10-14 days for international shipping.

Will I have to pay any additional tax & duty?  

Duties and taxes may be applied by customs in the country where your delivery is made.  

B.Y,O Active is not responsible for any additional customs duties, foreign taxes or other fees that may be imposed in the receiving country. The responsibility will rest with the customer so please contact your local customs office if you’d like to seek more information regarding taxes and duties.

 Can I track my order?

Yes you can. As soon as you order, we will send you a confirmation email with your tracking number. If you do not receive your confirmation email with tracking number please contact us at info@byoactive.com

Is shipping being affected by COVID-19? 

Unfortunately the global pandemic is out of our hands. So if you do experience some delay in your shipment, you may want to check with your local postal service if there is a backlog of deliveries. We endeavour to get your order in your hands and ready to wear as soon as we can. For that reason we've made the tough decision to ship within Hong Kong ONLY to begin with, until postal services return to normal. 

REFUND & RETURNS POLICY

What is your Refund & Returns policy?

If for any reason you are not completely satisfied with your product you can return your item/s within 14 days for a full refund, minus the cost for shipping for international orders. Any damaged or worn items will not be accepted for refund. All returns must have original labels intact, be unworn, unwashed and the original purchase invoice must be included.

Please note that sale items are considered final sale and unable to be returned for a refund, credit or exchange.

For Returns please include a copy of your original purchase invoice & send an email with image and reason for return to byoactive@gmail.com. We will share the return address accordingly. 

What is your Exchange policy?

If for any reason you would like to exchange your product, you can return your item/s within 14 days for an exchange. Please note we will not charge for any additional shipping cost to exchange your product but expect international shipping to take up to 15 days with standard shipping.

Any damaged or worn items will not be accepted for refund. All returns must have original labels intact, be unworn, unwashed and the original purchase invoice must be included.

Please email info@byoactive.com for further details on an exchange.

SIZING & FIT

Our products are true to size and due to the 4 way stretch fabric, they offer a good amount of stretch. 

 Please refer to the sizing chart for further guidance on our measurements and our product photos for an idea of length and fit.

If you are between sizes, we suggest you size down in leggings, given the stretch of the fabric, apart from in the 'Shore win' leggings style, which contains asymmetric stripes. Please see the Product details section for more details on that particular style. 

PAYMENT METHODS

We accept Visa, MasterCard, American Express and PayPal.

CONTACT METHODS

We are always happy to hear from our customers and understanding how we can continue to improve. Positive feedback is always welcome too! So please feel free to contact us on info@byoactive.com .  

 

MORE ABOUT B.Y.O ACTIVE

What does B.Y.O stand for?

BYO stands for ‘Be Your Own’. We have designed performance driven activewear to support you in a range of activities, from low to high impact. We don't believe in defining the kind of activity you choose but we hope to be there along the journey. Thus #BeYourOwnActive

What does your logo mean?

Our logo is designed with an open Enso for our ‘O’, which is significant to us because it represents the constant opportunity to improve and strive for better. It represents the beauty in imperfection and understanding that not everything in life is perfect, but it allows room for improvement. It’s the philosophy we live by, from our products, our designs right down to our customer service.

How come people in the testimonials have received products when they are outside of Hong Kong and you have not started shipping internationally?

During the product development and testing phases, we ensured that we engaged women across some of the top cities in the world to help put our activewear to the test. We wanted to make sure that it was suitable for a range of different body types & activities. The products were hand delivered or shipped locally during our Founder's personal trips abroad. We also did a closed sale for close friends and family during our trips abroad.