提交訂單資料後可以更改或取消嗎？

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.

What is the delivery cost & time?

Hong KongCost: For spending below HK$500, delivery fee is counted by weight.Courier: SF Express/Kerry Delivery time: Approx. 1-2 business daysSF 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/MacauCost: For spending below HK$500, delivery fee is counted by weight.Courier: SF Express/Kerry Delivery time: Approx. 7-10 business daysInternational ShippingFree Shipping upon net spending at HK$1000 or over.Cost: Standard USD 7.99Courier: EMSDelivery 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.

我是否需要負責支付訂單的關稅和稅款?

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.

如何查看我的訂單進度?

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.

為什麼我收不到我的訂單?

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.

Can i return or exchange my item for a refund or another item?

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.com within 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).

如何退貨或換貨?

1. Contact our Customer ServicePlease 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 ProductsPlease follow the customer service instruction, carefully pack the return product(s) into the box and include the original receipt or packing slip.3. Return ConfirmationUpon 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. ExchangeNew 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. RefundIf 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.

如果我收到有缺陷或錯誤的商品,我應該怎麼做?

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.

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訂單處理

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.

如果您需要對已下的訂單進行任何更改，請盡快聯絡我們並提供您的訂單號碼。

我們將盡力滿足您的要求，但請注意，如果您的訂單已經處理和發貨，我們可能無法對其進行更改。

運送與交貨

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

香港

費用: 對於500港元以下的消費,配送費用按重量計算。

Courier: SF Express/Kerry

大約1-2個工作日

順豐門店地址:

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

順豐智能櫃:

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

澳門

費用: 對於500港元以下的消費,配送費用按重量計算。

Courier: SF Express/Kerry

送貨時間: 大約7-10個工作日

國際配送

淨消費1000港元或以上免運費。

費用: 標準 USD 7.99

快遞公司: 特快郵遞服務

送貨時間: 大約10-14個工作日

* 您的訂單可能會由於我們無法控制的因素而延遲,如海關清關程序、極端天氣、假期等。

進口稅、關稅以及相關的海關費用可能會被收取,具體取決於目的地國家。這些費用由目的地國家的海關部門決定。支付稅款和相關關稅的責任在於接收者。因此,我們商品的價格不包括額外的稅費、費用和附加費。

快遞公司或您當地的郵局將會聯繫您,提供關於海關清關的進一步詳情。請注意,海關清關程序可能會延遲交貨時間。

我們建議您查詢當地的海關辦公室或稅務部門,以獲取有關可能適用於您訂單的任何費用或收費的更多資訊。

一旦您的訂單發貨,我們將發送一封貨運確認電子郵件,其中包含快遞公司的資訊和您訂單的跟蹤號碼。此電子郵件將為您提供所需的所有資訊,以便您可以跟蹤訂單並監控其進度。

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.

請注意,您將負責所有相關費用,包括重新交貨的運費、退回運費以及與貨運相關的任何關稅或稅費。

在遺失貨件的情況下,我們很樂意幫助您追蹤您的貨件,如有必要,我們也可以為您提供購買退款。我們建議您首先聯繫您當地的郵局,查詢最新的跟蹤資訊,因為實際狀態和網上狀態之間可能會有時間差。請注意,對於香港郵政,我們只能在發貨日期後14天提交查詢。

RETURNS & EXCHANGES

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

在收到產品後14天內,如果產品存在製造缺陷、損壞或缺失,或您收到的產品與您訂購的不一致,或交貨數量錯誤,您可以聯繫我們的客戶服務,要求使用我們的退貨和退款程序。對於上述情況,我們將承擔產品退貨的運費。

退貨和換貨政策僅適用於香港香水屋網站上的產品。請注意,如果您是通過合作零售店進行購買,則任何退貨都需要遵照相關零售商的退貨/取消政策,不能直接退回給我們。

如果您的訂單包含任何免費禮品,而在退貨後您無法滿足原訂單獲得免費禮品的要求,則必須將該禮品一併退回。如果禮品沒有與原產品一起退回,禮品的零售價格將從退款金額中扣除。所有禮品或獎勵產品都不能兌換現金或其他產品。

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.

所有產品都可以進行一次性退貨和換貨。

請注意,退款將在收到退貨之日起10個工作日內完成。但是,將退款記入您帳戶的時間由發卡銀行決定。

For International order:

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

我們將在工作日(週一至週五)48小時內回覆您的消息。

1. 聯繫我們的客戶服務

請通過info@fragrancehousehk.com或whatsapp至+852 6843 2988聯繫我們的客戶服務,說明您的退貨請求。我們的客戶服務將要求您提供以下信息以進行驗證:

訂單號:
聯繫方式:
購買日期:
需要退貨的產品名稱和數量:
退貨原因:

2. 包裝退貨產品
請按照客戶服務的指示,仔細將退貨產品包裝到盒子裡,並包括原始收據或包裝單。

3. 退貨確認
在收到退貨產品後,我們將檢查產品是否符合退貨和退款的要求。請在獲得批准後允許10個工作日完成退貨流程。

4. 換貨
在我們確認並檢查了退回的產品後,新產品將在10個工作日內交付。如果您想更改送貨地址,請在申請換貨時告知我們的客戶服務。

5. 退款
如果退款獲得批准,您需要提供一個香港或澳門銀行的個人銀行帳戶,以便我們及時處理退款。我們的客戶服務會與您聯繫,為您提供具體事項的協助。

如果您的訂單在退貨後無法滿足使用優惠券代碼的原訂單要求,優惠券代碼的總價值將從退款中扣除。一旦訂單被退款,相關的優惠券代碼將無法再次使用。

如果整個訂單在退貨後的淨額少於250港元,交貨費用將從退款中扣除。

如有任何爭議,Fragrance House HK保留最終決定權。

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.

請清楚地陳述問題,並確保包括您的訂單號和商品名稱(或貨號),如果可能的話,請附上支持性照片。

未經我們同意寄送的商品可能在交貨時被拒收,所以請您先聯繫我們,然後再退回該商品。

Fragrance House 保留修改上述條款和條件的權利,如有任何爭議,我們擁有最終決定權。

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訂單處理

運送與交貨

香港

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國際配送

RETURNS & EXCHANGES

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