Returns & Refunds (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.
● If the return is requested based on personal reason,you can bring the return product(s) along with the receipt within 14 days of the delivery date to our shop(s) to proceed the Return and Exchange procedure, or you can send the return product(s) back to us. In that case, the return product(s) must be wrapped in a proper package and the postal/shipping fee shall be borne by the customer. The return product(s) must be unopened and in its original packaging.
● 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.
The Returns Process
1. Contact our Customer Service
Please reach our customer service via firstname.lastname@example.org or whatsapp to +852 6843 2988 and state out your return request. Our Customer Service will request for the following information for verification:
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.
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.
If the Refund is approved, you need to provide a personal bank account of a Hong Kong or Macao local 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$500, the delivery fee will be deducted from the refund.
In case of any dispute, Fragrance House HK reserves the final decision.
For International customers:
To return or exchange an item, please contact us at email@example.com within 7 days of receipt and provide us with your order number and detailed product information regarding your refund or exchange request.
If you are interested in becoming Fragrance House reseller, you can also fill out this form to apply.
Our team will be in touch within 7-10 business days.
Reach out to firstname.lastname@example.org with any additional queries.