Roksaan 2.0 lets you create custom cards, save favourites, and arrange delivery to loved ones with simple tools for every occasion across 64 pages.

Roksaan is the home of unique and customisable greetings cards in Hong Kong, with everything on the platform sharing a special and profound connection to this wonderful place. In a nutshell, we make it easy to send really nice, personalised cards in the post; delivered directly to your door or straight to theirs. Simply pick a card, add your personal touches, and we take care of the rest.

Why am I compelled to burst into song when I read the name Roksaan?

Because if you know the song you just can't help it! Just remember to spell it correctly when you visit our site….. www.roksaan.com. And if you have no idea what we're talking about, click this link to find out: https://www.youtube.com/watch?v=3T1c7GkzRQQ

So you print and post the cards for me?

Absolutely! You can send the card directly to a new contact or someone already in your address book. You personalise the card and complete your order, we then print, pack, arrange postage and send directly to them. How lovely!

What if I want to send the card to myself first to hand write and deliver?

If you would prefer to send to yourself first, simply personalise your card and select the 'send to me' option at checkout. We then print, pack and arrange postage directly to your door along with a spare envelope inside. Genius!

And you also sell gifts?

Yes indeed! We know that when sending the perfect card, you'll want the perfect gift to go with it. At Roksaan, we are passionate about working with local artisans and vendors here in Hong Kong and work very closely with them to bring you carefully curated ranges of great quality, thoughtful gifts.

Can I send cards and gifts if I live outside of Hong Kong?

Of course! The Roksaan website works in every country in the world — thank you internet! Our cards can be delivered worldwide, but unfortunately our gift items are not currently available for international shipping.

Your website mentions 'Reminders'. What are these?

Reminders are a brilliant way to make sure you never miss a special occasion again… hello good books and hero status! Simply set a reminder for a birthday/event and we will email you 14 days before to ensure you don't forget (often with a little discount to go with it!) Reminders can be set after placing an order, or you can login to your Roksaan account to add or edit.

Do I need to have an account?

No, it is not necessary to set up an account to process your order. You can select 'continue as guest' instead. We do, however, highly recommend setting up an account in order to access your order history and enable you to save 'Reminders' and addresses. Once Reminders have been set we will send you an email 14 and 7 days before each event, ensuring you never miss an important occasion ever again… phew!

How do I log into my account?

Log in to your account by clicking on the 'Account' icon on the top right hand side of the screen (hint: it looks like a little person!). Go to the 'Create Account' or 'Log In.' If you select the latter, you will be prompted for your registered email address and password. If you are browsing the site and would like to go into your account, select the 'Account' icon on the top right hand side of the screen and here you will have access to your Account Details, Orders & Wallet, Reminders, Drafts, Address Book and Favourites.

How do I update the contact information in my account?

Log in to the Roksaan site following the steps above, or click into the Account icon in the top right corner of the site. Go to 'Account Details' and here you can edit personal details.

Whoops! I've forgotten my username or password!

Don't panic! We don't keep a record of passwords (for security reasons), but we can email you a link so you can reset it yourself quickly and easily. If you are placing an order, you will be prompted for your login details during the checkout process, including your registered email address. Simply click the 'forgot password' link and we'll send you an email to help you to reset the password and complete your order.

Help! I kept getting my password wrong and it looks like I'm locked out of my account!

If there are 5 failed attempts at entering the correct password, your Roksaan account will be locked and you will be asked to reset your password. Please click on 'forgot my password' and follow the instructions.

How do I check my order status?

You can check the status of your orders by logging into your Roksaan account and clicking on 'Orders & Wallet'. If the status is showing as 'Paid', then your order has been received and is under processing. If the status is showing as 'Part-fulfilled', part of your order has already been dispatched. If the status is showing as 'Shipped' then the complete order has been dispatched. If the status is showing as 'Delivered' then the complete order have been delivered (this status only applies on items sent via Express Delivery where we are able to track the status). If the status is showing as 'Ready for Pick Up' then you can head to our studio to collect. The status for pick up orders will move to 'Fulfilled' once collected. If the status is showing as 'Cancelled' then the order has been cancelled. This should have been at your request. Please double check the above status versus the send date and shipping method on your order, and refer to our Shipping information or order confirmataion for the expected delivery window. If something does not seem right, or your order has not arrived within the expected window, please email us at hello@roksaan.com

How do I edit or delete a reminder?

Log in to your account or go back in to view your account by clicking the 'Account' icon in the top right hand corner of the screen (the one which looks like a little person!). Then click on 'Reminders'. If you have Reminders saved, you can click on the little pencil icon to edit them, or on the bin icon to delete. There is also an option to 'Add Reminders' at the bottom of the list.

How do I edit or delete an address?

Log in to your account and or go back in to view your account by clicking the 'Account' icon in the top right hand corner of the screen (yes, that little person!). Click into 'Address book' and here you click on the little pencil icon next to each one to edit or use the bin icon to delete. You can also 'Add Address' at the bottom of the page.

How do I delete my account?

Deleting your account will delete all personal details, past order history, reminders and addresses that you have saved since you created your account. If you're absolutely sure you want to delete this information, you can delete your account by logging in, clicking back on that little person icon in the top right hand corner of the screen and then selecting 'Account Deatails'. At the bottom of the 'Account Details' screen, you will see an option to 'delete account'. If you click this, we will ask you to double check that you meant to click on this and, if so, you can click 'delete'. Note that doing this will permanently delete your account and all associated data. This action cannot be undone.

Can I recycle your cards and envelopes?

You sure can. All of our cards and envelopes are sourced from sustainably managed forests and are 100% recyclable.

Tell me more about your awesome range of cards. Who designed them?

We're so pleased you asked! Here at Roksaan our aim is to lift up incredible local talent, and celebrate extraordinary Hong Kong. We're super proud to be working with some of the best, most inspiring designers that were either born in Hong Kong, currently live or have lived here, or have created amazing 852-themed designs in homage to this beautiful place. We're confident you'll browse our range and find that perfect card every time! And you can buy happily knowing you are supporting a local brand and individual artists.

What size are your cards?

Our standard size card is slightly smaller than A5. It measures 180mm x 125mm, to be exact, which is roughly 7x5". Go large and send a card which is almost A4 in size. It measures 288mm x 200mm, which is roughly 11x8".

Can I use any file type for photo uploads?

We recommend using a high resolution JPG or PNG that is at least 300 dpi for the best printing results. Fear not, most photos that you have taken using your phone should be good enough, but please note that if they look blurry on your screen or you enlarge the file, the final printed version will also look the same.

Can I write my message in a language other than English?

Absolutely! You can type in any character or symbol, or even use emojis, so long as it is within the capability of your keyboard and the font selected. We have noticed that some Chinese fonts may appear as boxes on the screen rather than the correct character. Please look out for this when checking your print preview and before confirming your order. If a box, rather than character, appears on screen, this is also how it will print, so it might be better to select an alternative font.

Can I choose different fonts?

If a card is editable on the front cover, we have selected for you the font that most closely matches the card design. If you are writing on the inside of the card, however, we have a long list of fonts for you to choose from. We're confident there will be one there to suit your style!

That's cool. Can I use multiple fonts within one card?

Yes! There are multiple text boxes inside the card and each text box can contain a different font.

Can I change the size of my font in my message?

Again yes! You can select different size fonts in different text boxes. Just be sure to check that your message still fits within the text box once you have resized.

Why can't I change the wording on the front of my card?

We have a variety of designs available. Some you can add images and change text, others you can change text but not the design and some where you can add images but you cannot change text. If you wish to change the text on the front of the card (for example someone's name or age), we suggest you look for a design that allows this text to be edited.

Do you have any content restrictions?

We sure do. You must not use the Roksaan site to upload, distribute or share any prohibited or illegal content or material. Please see our Terms and Conditions (Section 6 User Generated Content) for more information.

I'm an artist and I'd love to show you some of my card designs

If you or your work have a connection to Hong Kong, please email us at hello@roksaan.com with some examples of what you have to offer. We'd love to take a look, and hopefully welcome you to the Roksaan family.

What's the quickest way to get my card?

Order before MIDDAY Kong Kong time, Monday to Friday, and you can collect from our studio in Sheung Wan later that very same day - phew! Usually between 4-6pm. You will received an email when your order is ready for collection. If you can't make it to Sheung Wan, order before MIDDAY Kong Kong time (Monday to Friday) and select Express Delivery at checkout (additional shipping fees apply). We will print and send via SF that very same day which would arrive at a HK address the following day.

How long will my order take to arrive?

The majority of our cards and gifts are delivered locally in Hong Kong within 2 working days after dispatch (with dispatch usually taking one working day after placing your order, unless you have requested a later date). To give you an idea, orders placed on Monday at 10pm HKT should arrive by Thursday and orders placed at 11am HKT on Thursday should be delivered by Tuesday of the following week.

Would any items take longer to arrive?

Some gift items from our lovely local vendors may take a little more time to prepare, dispatch and deliver, but don't worry, we will make this clear to you on the product page before you add these items to your basket.

Do you deliver internationally?

Our personalised cards can be sent to anywhere in the world. For delivery outside of Hong Kong, please input an international delivery address and 'International Shipping' will be your default option at checkout (additional charges apply). International delivery times are a bit tricky to predict though, as it depends on that country's postal service, customs, etc. We estimate that these will take at least 1-3 weeks after dispatch.

And what about gifts?

Unfortunately our gifts are not currently available for international delivery. Watch this space though as we are working hard to make this possible, for certain items, in the future.

Can I schedule my order to be sent at a later date?

Yes, just select your preferred send date in our handy calendar during the checkout process. Just remember that 'dispatch/send' date refers to the date your order will be sent, NOT the date it will arrive. You will be shown an expected delivery timeframe for your order at checkout.

Can I track my order?

If you select FREE standard local post we're afraid there will be no tracking information available. Make sure the recipient checks their mail box! If you select and pay for the 'Express Delivery' option, however, you will receive a tracking number via email once the item(s) have been sent. Any associated shipping costs will be made clear to you during the checkout process. Please note, given that we work with multiple lovely local vendors to deliver your items as quickly as possible, your card and gift orders may arrive separately. We will always contact you first to understand whether speed of delivery or sending items together is the priority.

My order has arrived damaged

We're really sorry to hear this. We have produced our cards and gifts with transportation in mind but cannot always control what happens during delivery. Please message us using the WhatsApp function on our website, or email us at hello@roksaan.com and we will do our best to resolve the issue.

My order has not arrived yet. Where is it?

Please refer to the 'estimated delivery timeframe' on your order confirmation email or log into your account on the Roksaan site and double check the requested send date under 'Orders & Wallet.' If your order has not arrived the 'estimated delivery timeframe' or within 4 working days after the stated send date (for local orders within Hong Kong), please reach out to us using the WhatsApp function on our website, or email us at hello@roksaan.com. International delivery times are unfortunately a bit more tricky to predict, as it depends on that country's postal service, customs, etc. We estimate that these would take 1-3 weeks to arrive after dispatch. If this amount of time has already passed and there is no sign of your order, please contact us and we will do our best to investigate.

I received a card/gift and don't know who sent it?

Usually the sender will add their name to the card, or the gift vendor will add a notecard detailing who sent you the item. If the card is blank, or you can't find your notecard, then please do reach out to us using the WhatsApp function on our website, or email us at hello@roksaan.com. We take Data Protection very seriously so won't be able to divulge any customer information without their direct permission, but we can contact them and ask them to make themselves known to you.

Whoops! I've received someone else's order by mistake

We're very sorry to hear that there's been a mix-up. Some of our cards and gifts are packed by hand so unfortunately, on very rare occasions, packing is subject to human error. Please reach out to us using the WhatsApp function on our website or email us at hello@roksaan.com so we can help to sort this out.

Can I cancel or edit my order after payment?

We start to process your order soon after payment. Unfortunately this means that we are unable to cancel or make changes to your order once you've checked out, so please be sure to double check for any mistakes before you pay. If you really have made a boo boo though, please contact us as soon as possible using our WhatsApp function on the website (for the fastest possible response) or email us at hello@roksaan.com, stating the email address your account is registered under and quoting the order confirmation number. We will do our best to help, but cannot guarantee that your request can be satisfied.

I've just received my order, but there's an issue with it. What do I do?

We are really sorry to hear this! Within 14 days of receiving your order, please message us using the WhatsApp function on the website (for the fastest possible response) or email us at hello@roksaan.com, stating the email address your account is registered under and quoting the order confirmation number. We will do our best to resolve the issue as quickly as possible.

I've just received my order, but I don't like it. Can I return it?

Unfortunately our cards are personalised and made to order. They cannot be returned or refunded unless they are faulty. The same goes for any made to order, bespoke, personalised or perishable gift items. Please see our Terms and Conditions for more information about refunds and returns.

How do I add or update an address?

To add a new address during the ordering process, select 'Send Directly to Me', 'Send to Contact,' 'Send to Someone New' or 'Send to Multiple Addresses' depending on where you'd like the card(s) sent. You can then either select from your saved addresses or you can enter a new address. Enter the recipient's name and address if sending direct, or your own delivery address if you have selected the 'Send to Me' option. To change or add an address when not placing an order, log into your account at www.roksaan.com and go to your 'Address Book'. Here you can edit names and addresses.

Whoops, I've placed my order but just realised the address is wrong! What can I do?

If you notice a mistake and need to change the address once your order has been placed, please reach out to us via the WhatsApp function on our website (for the fastest response) or email us at hello@roksaan.com as soon as possible and we will do our best to update before dispatch. Please do try to check your order thoroughly before payment to avoid this scenario, as we cannot guarantee that we can amend the error before it is popped in the post.

What are your cut-off times?

Card orders (that do not contain a gift) will be posted the same day if ordered before MIDDAY Hong Kong time Monday to Friday. Orders placed after MIDDAY Hong Kong time will be posted on the next working day, unless there is a gift contained in the order that may take a little longer to arrange, or unless you have selected a later send date. Please note that dispatch timing may vary on certain gift items (see our delivery information page for more details and remember to check the product page carefully before placing an order).

Which payment methods do you accept?

We accept Visa, Mastercard, Amex, Apple Pay and Alipay.

Are my card details safe when I use your website?

We use a third party payment service provider called Stripe who specialise in managing this type of security. So don't worry, you can rest assured that they can keep your information safe.

How do I apply a promo code to my order?

You will see a promo code box during the checkout process. Insert your promo code here and the discount will automatically be applied, and visible to check on the screens, before your payment is processed. Please note that promo codes are valid on full price items only.

Can I use more than one promo code on my order?

We're afraid not! There is a limit of one promo code per order. Many promo codes are also one use per customer. So make sure you use them wisely!

Why isn't my promo code working?

The code you have entered may be invalid, expired, or spelt incorrectly. Please try again, reach out to us on the WhatsApp function on our website, or email us at hello@roksaan.com - we'll do our best to help. Please note that promo codes are valid on full price items only.

I forgot to add my promo code. What can I do?

Sorry to hear that. Unfortunately, promotions cannot be backdated or applied retrospectively to orders already placed.

Frequently Asked Questions

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