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You will receive an Order Confirmation Email shortly after successfully placing an order on our website.

This email will include all the details of your order, including the items ordered, the total cost, andshipping informationIf you do not receive an Order Confirmation Email, please check your spam or junk mail folder.

If you still can't find it, please contact us via email info@fragrancehousehk.com ORwhatsapp us.

If you need to make any changes to an order you have already placed, please contact us as soon as possible with your order number.

We will do our best to accommodate your request, but please note that we may not be able to make changes to your order if it has already been processed and shipped.

We support international shipping now! For more information on delivery costs and estimated shipping times, please refer to the next question.

• Hong Kong

Cost: For spending below HK$500, delivery fee is counted by weight.

Courier: SF Express/Kerry 

Delivery time: Approx. 1-2 business days

SF Store Address:

https://www.sf-express.com/hk/tc/dynamic_function/S.F.Network/SF_store_address/

EF Locker:

https://www.sf-express.com/hk/tc/dynamic_function/S.F.Network/EF-Locker/

• Macau

Cost: For spending below HK$500, delivery fee is counted by weight.

Courier: SF Express/Kerry 

Delivery time: Approx. 7-10 business days

• International Shipping

Free Shipping upon net spending at HK$1000 or over.

Cost: Standard USD 7.99

Courier: EMS

Delivery time: Approx. 10-14 business days

* Your order may be delayed due to factors outside of our control i.e. customs clearance procedures, extreme weather, long holiday etc.

Import tax and duties and the related customs fees may be charged, depending on the destination country. These charges are determined by customs in the destination country. Payment of the taxes and related duties will be responsibility of the recipient.Thus, the price of our goods do not include additional taxes, fees, and surcharges.

The courier or your local post office will contact you with further details for customs clearance. Please note that customs clearance procedures may delay the delivery time.

We recommend that you check with your local customs office or tax authority for more information on any applicable fees or charges that may apply to your order.

Once your order is dispatched, we will send you a shipment confirmation email with the courier information and tracking number for your order. This email will provide you with all the information you need to track your order and monitor its progress.

If you have not received a shipment confirmation email, please check your spam or junk mail folder. If you still can't find it, please contact us for further assistance.

If you are having trouble receiving your order, there may be a few reasons. In the case of refused shipments, if delivery was refused or declined and the package was returned to us, we will contact you to discuss re-delivery or a refund in the form of store credit for your next purchase.

Please note that you will be responsible for all related costs incurred, including re-delivery shipping, return shipment, and any customs fees or taxes associated with the shipment.

In the case of lost shipments, we are happy to help track down your shipment and, if necessary, provide a refund for your purchase. We recommend that you first get in touch with your local post office to check on the most up-to-date tracking information, as there may be a time lag between the actual status and its online status. Please note that for Hong Kong Post, we can only submit an inquiry 14 days after the posting date.

For Hong Kong and Macao, SAR of China,only:

• Within 14 days of receiving a product if the product has manufacturing defect, or is damaged, or missing, or the products are not what you order, or the delivery is of an incorrect quantity, you can contact our customer service to request our Returns & Refunds procedure. We will be responsible for the shipping fee of the product return according to the above situations.

• The returns & exchanges policy is applicable for the products on Fragrance House HK website only. Please note that if you made your purchase through a partnered retail location, then any return will need to be made in accordance with the returns/cancellation policy of the relevant retailer and should not be returned directly to us.

• If your order contained any free gift and you cannot fulfill the original order requirements of receiving free gift(s) after making returns, the gift must also be returned. If the gift is not returned with the original products, the retail amount of the gift will be deducted from the refund amount. All gifts or rewarded products cannot be exchanged or redeemed for cash or other products.

• If return products can not enjoy any discount, promotion or offer, the difference will need to be charged at the time of the refund. However, the difference will not be refunded if the price of the exchange items is lower than the original products.

• All products are eligible for one time returns & exchanges.

• Please note that the refund will take up to 10 working days from the date of receiving the returns. However, the time to post a credit to your account is determined by the issuing bank.

For International order:

• To return or exchange an item, please contact us at info@fragrancehousehk.comwithin 7 days of receipt and provide us with your order number and detailed product information regarding your refund or exchange request.

• We will respond to your message within 48 hours on weekdays (Monday to Friday).

1. Contact our Customer Service

Please reach our customer service via info@fragrancehousehk.com or whatsapp to +852 6843 2988 and state out your return request. Our Customer Service will request for the following information for verification:

Order Number:
Contact:
Purchasing date:
Product name and quantity which need to be returns:
Reason for returns:

2. Pack the Return Products
Please follow the customer service instruction, carefully pack the return product(s) into the box and include the original receipt or packing slip.

3. Return Confirmation
Upon the arrival of the return product(s), we will check if the product(s) meets the requirements of returns and refunds. Please allow 10 working days for the Return process after approval.

4. Exchange
New product(s) will be delivered within 10 working days after we confirmed and checked the returned product(s). If you want to change the delivery address, please inform our customer service when you apply for exchanges.

5. Refund
If the Refund is approved, you need to provide a personal bank account of a Hong Kong or Macao bank, in order for us to timely proceed with the refund. Our customer service will contact you to provide assistance for specific matters in this regard.

If your order cannot fulfill the original order requirements of applying the coupon code after being returned, the total value of the coupon code will be deducted from the refund. Once the order is refunded, the relevant coupon code cannot be used again.

If the net amount of the entire order after return is less than HK$250, the delivery fee will be deducted from the refund.

In case of any dispute, Fragrance House HK reserves the final decision.

If you received a defective or incorrect item, please contact us via email info@fragrancehousehk.com or whatsapp us within 7 days of receipt. We will be happy to replace your product at no cost.

Please state the problem clearly and make sure to include your order number and item name (or SKU), and attach supporting photos if possible.

Items shipped without our consent may be refused upon delivery, so please contact us first before returning the item.

Fragrance House reserves the right to amend the above terms and conditions without prior notice and has the final decision in case of any dispute.