01
The desk
Email is the reliable channel for anything that involves a document — a quotation, a CITES copy, a return authorisation, a freight quote. WhatsApp is faster for a short question about stock, colour or finish. Both land with the same person.
- +852 96606754
- Registered office
- ROOM B, UNIT 9, 7/F, WAH SHING CENTRE, NO. 11 SHING YIP STREET, KWUN TONG, HONG KONG
- Reply time
- Within one business day, Monday to Friday, Hong Kong time (GMT+8).
- Dispatch
- Hong Kong. Three working days to pack once an invoice is accepted, unless the confirmation email states otherwise.
02
What to put in an enquiry
An enquiry with these six things gets a firm answer the same day. Without them we can only send a range and ask again.
- The piece name or SKU, for example cf-01 Alligator Slim Briefcase.
- Quantity, and whether you need the same hide lot across the run.
- Colour and finish: matte or glossy, and the hardware you want.
- Destination country and city, so we can quote freight and flag permit needs.
- The date you need the piece in hand, not the date you would like it shipped.
- Whether you already hold an import permit for crocodilian goods.
If the enquiry is for a personal piece rather than a trade order, the first four lines are enough. Photographs of a similar piece help us match a hide; they do not replace the SKU.
03
Wholesale, press, complaints
Wholesale. Send the SKU list, target quantities, destination and your resale context. We quote in USD, ex-works Hong Kong, with freight and insurance as a separate line. Trade terms beyond prepayment are considered order by order, in writing, before the invoice is issued.
Press and stylists. Say which publication, the deadline and the angle. We can supply studio images and accurate material notes; we do not lend pieces for shoots we cannot track, and we will not describe a piece as a species it is not.
Complaints. Use the subject line "Complaint" and include the order reference. Complaints are logged and answered in writing, which keeps both sides honest about what was agreed.
04
What this site does not do
This website does not take orders and does not take cards. There is no payment form, no stored card, and no bank details are collected here. A piece becomes a sale only after we confirm stock, you accept the written quotation and the invoice is issued by BIG DOG TRADING LIMITED.
We will never ask you to send card details by email or WhatsApp. If a message claims to be from us and asks for a card number, a CVV or a transfer to a personal account, it is not from us. Payment instructions appear only on an invoice bearing our registered name.
05
If something goes wrong
Write to BIGDOG202614@outlook.com with the order reference. We acknowledge every complaint within two business days and give a substantive answer within five business days. If the answer depends on a workshop inspection or a courier trace, we tell you that and give a date instead of leaving the thread open.
If you are not satisfied with the reply, say so and ask for it to be escalated; the matter then goes to a director of BIG DOG TRADING LIMITED. If we still cannot settle it, you may take the matter further under Hong Kong law, and for data protection complaints you may also contact the Office of the Privacy Commissioner for Personal Data — see privacy. Returns and faults follow the separate procedure in returns.