FAQ
Can I return an item purchased in a store to Clinique.com.hk?
Returns or exchanges for purchases made in an Clinique retail store or department store counter location may not be returned to clinique.com.hk. If the item you wish to return was not purchased through clinique.com.hk, we recommend returning to the place of purchase for resolution.
Can I return an online purchase to a store?
Returns or exchanges for purchases made online may not be accepted for return or exchange at an Clinique Counter. At clinique.com.hk, we offer a hassle-free return policy for purchases made online. If for any reason you are not satisfied with your clinique.com.hk purchase, we will be happy to exchange the item or issue a refund upon its return. To view our return and exchange policy, visit our Online Customer Service Center or Contact Us.
When will I receive my order?
For information on a specific order you've already placed, click here to sign in and check your Order Status.
Is it safe to use my credit card?
At clinique.com.hk, we understand how important security is to you. When you order online with us, we use Secure Socket Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date. You can be assured that your order will be placed safely and securely. We have used government approved encryption software. To find out more about SSL encryption software please go to: http://www.netscape.com/security/techbriefs/ssl.html?cp=sciln. In order for encryption to take place, your browser must have the SSL protocol. The following browsers have this software:
Internet Explorer 6.0 or higher
Firefox 1.0.4 or higher
Safari (MAC Only)My internet service provider filters unwanted email and spam. Could these filters block email that I wish to receive?
Yes, they may. Spam filters can restrict wanted email as well as unwanted email. If you believe this is happening, please consult the help section of your email program or contact your ISP directly to see how to relax or remove the settings that filter or block email.
Many email programs allow you to designate messages from clinique.com.hk as legitimate email, ensuring that all future correspondence regarding your clinique.com.hk order will be accepted. If you have further questions, please contact us at cs@hk.clinique.com.
Where is my order?
You can track your order or access your order history by signing in and viewing your account.
How do I change or cancel my order?
Once your order has been processed, we’re unable to combine or add an item to an existing order. If you would like to cancel your order, please contact our Consumer Care Centre. If your order has been shipped, please refer to Returns or contact our Consumer Care Centre.
How to use the discount codes?
Exclusive offers are updated frequently on our online site. Once your purchase meets a certain criteria, you may apply discount codes to get free gifts. To use a discount code, you may enter the code on the right of Shopping Bag page or Checkout page. Enter the code in the box and click ‘APPLY CODE’. Note that some promotions are not applicable to gift set purchases. Should you have any inquiries, please our customer service via cs@hk.clinique.com or at 31014913 (Monday to Friday 9am-6pm).
Why is my credit card declined?
Your credit card may be declined for any of the following reasons:
- The card may have expired. Please check if your card is still valid.
- You may have reached your credit limit. Please contact your bank.
- The information you entered might be incorrect. Please check that all the required fields were filled in correctly.What shall I do if my payment is declined?
Please contact your bank or credit card company first. Authorization is between our banking provider and your financial institution. However, if you encounter any further difficulties or have any additional questions, please contact our customer service via email cs@hk.clinique.com or at 31014913 (Monday to Friday 9am-6pm).
Orders
Processing
Orders are processed and shipped on business days only (Monday through Friday, excluding Holidays)
Orders placed on Holidays or Weekend Days will be processed the following business day
Orders with Standard Service are processed within 1 - 2 business days
We're sorry. We are currently unable to accept orders that are shipped to destinations outside Hong Kong. To find Clinique products near you visit our International Store Locator.Order Status
Check the status of your most recent orders at clinique.com. Click on the Order Status and login to your Account to view the status of your orders.
To track your order via the carrier's Web site, click on the tracking number next to the order to view the delivery status of your order.
*Please note: Some carriers may not have tracking information available for up to 24 business hours after the order is shipped.
Order Cancellations
If you would like to cancel an online order after it has been placed, please contact us by email cs@hk.clinique.com. We will do our best to accommodate your request. Once an order is processing, we regret that it cannot be changed or cancelled.
Occasionally, orders or parts of an order are cancelled for various reasons. Some reasons are:
- Item(s) are not available
- Difficulty in processing payment information.
- Cannot ship to the address provided
- A duplicate order was placed
- By customer request
- Purchase limits have been exceeded
If your order is cancelled, you will receive an email notice to advise you of the cancellation. You will not be billed for any cancelled items. If you have questions about a cancelled order, please contact our Online Service Experts at 31014913 or via cs@hk.clinique.com .
Returns & Exchanges
The Return Process
1. CONTACT OUR CUSTOMER SERVICE TEAM
Please reach our Consumer Care Centre and state out your return request. Our Consumer Care Advisor will request for the following information for verification:
-Order number
-Purchasing date
-Product name and quantity which need to be refunded
-Photo of return product
-Reason for refundIf request is being accepted, our Consumer care advisor will appoint our assigned courier service provider to collect the returned order. Please communicate with our Consumer care advisor for your available pick-up time.The return product(s) must be unopened and in its original packaging. Products opened or used are not accepted for returns. If the return is requested based on personal reason, the postal/shipping fee shall be borne by the customer. In that case, the returned products must be wrapped in a proper package and sent back to the specified address.
2. PACK THE ITEM(S)
Carefully pack the items into the box and include the original receipt or packing slip.
Please make sure that all returned products must be unopened and returned in its original packaging, with all the accessories and inserts, unless the product is damaged or defective. In case of damaged, defective, or incorrect items, please contact our Customer Service immediately.4. RECEIVE A REFUND
Please allow 7 business days for the Refund process after approval.Your refund will be credited to the original form of payment. Shipping fees or gift wrap is non-refundable.
The time to post a credit to your account is determined by the issuing bank. Please contact your own issuing banks for details.5. Exchange
We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied, you may return any item in its original condition for exchange within 14 business days from delivery.(P.S. All return and exchange are not included limited edition, gift packaging and engraved products.)
Please ship the product within 7 business days once the Consumer Care Center receives your notification. Exchanges item will be shipped within 10 business days upon receipt.Shipping
Shipping & Delivery
With the exception of specifically listed promotions on the website, Clinique delivery policy is listed below.
• Free shipping with every order over HK$500 (after discount).
• HK$30 delivery fee will be charged for order below HK$500 (after discount).We offer the following delivery services (Hong Kong, SAR of China only):
• Standard Delivery Service
• SF Express LockerStandard Delivery Service
Areas in service
Standard Delivery Service is available within Hong Kong Island, Kowloon, New Territories and Outlying Islands.
This service is NOT available in specified areas, including but not limited to: Big Wave Bay, Lo Wu, Tai O Island, Siu Ho Wan and Po Toi Islands.
P.O Box is not accepted as shipping address.
Orders will be delivered to the address provided by customer when placing their order. An order can be delivered to one address only.
If customer requires sending orders to multiple addresses, customer needs to place a separate order for each address.Shipping days and schedules
The shipment will be ready in 1-2 business days upon confirmation of payment.
This might vary depending on stock availability.
Under normal circumstances, shipment will arrive at the shipping address in 2-3 business days. For remote areas, it might take 3-4 business days.
Delivery service is not available on Sundays and Public Holidays.Delivery Schedule (in exception of Outlying Islands. Please refer to ‘Outlying Islands Delivery Schedule’) :
Mondays to Saturdays 09:00 – 19:00
Sundays and Public Holidays ClosedOutlying Islands Delivery Schedule:
Cheung Chau
Mondays and Thursdays 14:00 - 18:00Lamma Island
Tuesdays and Fridays 14:00 - 18:00Peng Chau
Wednesdays and Saturdays 14:00 - 18:00Shipment tracking/ change of shipping address
Once the order is shipped out, the Waybill number can be obtained in ‘My Account My Orders’.
Please contact SF Express to track your shipment.
Once the order is shipped out, any changes in the address shall be arranged with SF Express by contacting their Customer Service directly. Any incurred expenses shall be borne by the customer.
If the shipment cannot be successfully delivered to the customer due to personal reasons, please contact SF Express directly in order to make further arrangements. If the delivery cannot be reached multiple times within 14 business days, your order will be cancelled and refund will be initiated within 10 business days. The time to post a credit to your account is determined by the issuing bank. Please contact your own issuing banks for details.SF Express Lockers
Orders can be delivered to SF Express Lockers selected by customer at checkout.
The Hong Kong, SAR of China phone number (+852) entered should be able to receive SMS notifications.
The shipment will be ready in 1-2 business days upon confirmation of payment. This might vary depending on stock availability.
Under normal circumstances, shipment will arrive at the shipping address in 2-3 business days. Customer will receive an SMS notification with the locker PIN upon delivery.
Customer should retrieve their order from the selected locker.
The item must be picked up within 48 hours of SMS notification. Should there be any difficulties, please directly contact SF Express Customer Service Hotline at 2730 0273.
From 16 November 2020 and onwards, for parcel collected from ‘Hot’ EF Lockers after the first 24 hours upon the system initiating parcel collection SMS message, an accumulative fee will be charged by SF Express for every 24-hour as a unit thereafter. SF Express may update charges and Terms Conditions, please visit SF Express official website or contact SF customer service hotline for details.
SF Express will update the list of ‘Hot’ and ‘Regular’ EF Lockers on a regular basis.SF Express Customer Service Hotline and Office Hours
Hotline: 2730 0273
Mondays to Fridays 08:00 - 20:30
Saturdays, Sundays and Public Holidays 08:00 - 20:00Shopping
Shopping Online
Welcome to Clinique Online. Shopping is easy, convenient and secure. Simply select the product you want to purchase and follow the steps below:
Step One:
Rollover a product image and click on the Shop Now button. Select your desired shade, size or form as relevant and then click "Add to bag".(For additional product information, how-to videos and related links, click on the product name or product details link.)
Step Two:
When you have finished selecting products for purchase, click the shopping bag icon found on any page or click the Checkout button that will be displayed each time you add an item to your cart. Follow the onscreen instructions to proceed through the checkout process and submit your order.Please note: you may change the contents of your shopping bag including the quantity of each item (up to eight [8] of any single item) during checkout prior to clicking on Submit Order.
Step Three:
An email confirming receipt of your order will be sent shortly after your order is submitted. If an order confirmation does not arrive within 24 hours after submission, please contact us by phone at 31014913 or via email for assistance.If you have any questions or concerns when placing an order or if you wish to inquire about a previously placed order, please call the CliniqueOnline Service Team at 31014913 or Contact Us. For fastest service, please have your order number available.
VIEW BAG
Click on the shopping bag icon to display your shopping bag with the list of the items selected for purchase, the quantities of each, and the cost of the purchase. You may remove items or change the quantities ordered on this page before proceeding to checkout.DELETING ITEMS FROM YOUR SHOPPING BAG
If you wish to delete an item in your Shopping Bag, simply go to “View Bag” and select the "Remove" link below the product name. The item will be removed from your shopping bag.Optimal Browser Settings
This site is best viewed with Internet Explorer 6.0 or higher and a minimum monitor resolution of 1024 x 768. Please note that monitors display colors differently based upon their settings.
Please feel free to email us with questions about specific colors, and we'll be happy to provide you with any additional information we have available.
Security Online
At clinique.com, we understand how important security is to you. When you place an order at clinique.com.hk, we encode your information using Secure Socket Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date. You can be assured that your order will be placed safely and securely. We have used government approved encryption software. To find out more about SSL encryption software go to
http://compnetworking.about.com/cs/securityssl/g/bldef_ssl.htm?terms=ssl
In order for encryption to take place, your browser must have the SSL protocol. The browsers that have this software are the following:
AOL 5.0 and higher
Internet Explorer 5.0 and higher
Mozilla Firefox
Netscape 6.0 (Windows only)
Safari
Google ChromeItem Availibility
TEMPORARILY OUT OF STOCK/BACKORDERED ITEMS
If an item selected is temporarily out of stock at the time of your order, you will be notified via email and advised of the expected ship date of the backordered item. Backordered items are shipped as soon as they are available. Please be assured that you will not be charged for any item until it is shipped. If for any reason you wish to cancel a backordered item, please contact us at 31014913 and we will be happy to assist you.PRE-SELL ITEMS
Pre-sell items are items that are not yet in stock but available for advanced purchase on our site. If you have any inquiries, please contact us at 31014913.Please note: The actual delivery date of your order depends on the shipping method you select.
Skin Care & Makeup FAQs
Quick Answers for your most-asked questions from our Clinique Online Consultants.
Skin Care & Makeup FAQs
Quick Answers for your most-asked questions from our Clinique Online Consultants.
When should I start using Clinique 3-Step?
The ideal time to start a consistent skin care program is in your early teens, or as soon as you begin to experience concerns such as breakouts or excess oil. Keeping skin properly cleansed, exfoliated and moisturized is the key to a lifetime of clear, healthy skin.
Do I need to use all 3 steps?
For the healthiest skin, yes. Clinique’s 3-Step Skin Care System is dermatologist-developed to work synergistically, with each step enhancing the next. Our gentle, non-drying soaps help loosen the dead skin flakes that Clarifying Lotions sweep away—which in turn helps skin better absorb moisture and other de-agers.
Why does Clinique recommend a soap? Will it dry my skin?
Clinique's dermatologists believe there's no substitute for the thorough cleansing you get from soap. It's simply the best way to remove facial dirty and oil. Our non-drying bar and liquid formulas do the job gently, rinse off completely, and leave all Skin Types feeling fresh and clean—never taut or dry.
What is Clarifying Lotion and why do I need it?
Clarifying Lotion is our gentle, Skin-typed exfoliator. We call it 'the Difference-Maker'—for good reason. For drier skins, it gently sweeps away dead, flaky cells to allow moisturizer to penetrate into skin, help makeup glide on more smoothly and reveal skin's glow. For oilier skins, it sweeps, away the dead skin cells and excess oil that can clog pores and promote breakouts. Skin looks fresher, feels cleaner—and makeup wear is improved, too.
Can Clinique be used by sensitive skins?
Yes! All Clinique products are allergy tested, meaning they have been clinically tested by a medical research organization under the supervision of dermatologists. Using repeat-insult tests, if anyone in the test group demonstrates allergic contact dermatitis, the Clinique product is not released for manufacture. Additionally, because fragrance is a major cause of sensitivities, all Clinique skin care and makeup products are 100% fragrance free.
Will 3-Step Skin Care help with my breakouts?
If you usually experience that once-a-month breakout, your customized 3-Step Skin Care System will help keep skin clear. When breakouts do occur, add Acne Solutions Clinical Clearing Gel to help speed healing. If your breakouts are more frequent, it might be time for our Acne Solutions Clear Skin System. It effectively treats acne without drying or irriating the skin, and even contains anti-irritants to help calm and soothe.
What's the difference between BB Cream and CC Cream?
Clinique's Age Defense BB Cream and Moisture Surge CC Cream are both oil-free, multitasking skin perfectors that offer broad-spectrum sun protection. BB Cream helps control oil and blur imperfections; it delivers moderate-to-full coverage with a semi-matte/matte finish. CC Cream helps colour-correct anything sallow, dull, grey or red; its lightweight, moisture-giving formula provides sheer-to-moderate coverage and a naturally radiant finish. Both can be worn alone or under foundation.
How do I get the longest wear from my foundation?
1. Start by creating an ideal makeup canvas with your appropriate Superprimer; it helps smooth skin and allows colour to glide on evenly. 2. Next, apply your Clinique foundation with our Foundation Brush. 3. Finish with a loose powder, like Blended Face Powder, to 'set' foundation and encourage longer wear.
How do I use a brush to apply my foundation?
When using liquid foundation, apply a small amount to the back of your hand and dot the brush into the foundation. Dab it onto the skin where needed, starting at the center of face, blending outward with smooth strokes. When using cream or powder foundation, sweep the brush over the surface of the compact and apply it to the face. Use broad strokes for larger areas of the face and the edge of the brush for narrow areas such as the nose and eye area.
How can I keep my eye shadow from creasing?
For starters, avoid using oily products in the eye area. Then before shadow goes on, prep lids for improved application and wear with All About Shadow Primer for Eyes. It helps create a smooth, perfected canvas—and holds All About Shadow eye colour in place for up to 12 hours.
What's the best way to prevent lines and wrinkles?
Clinique’s guiding Dermatologists tell us that 80% of the lines on our face are due to daily sun and environmental exposure. That's why using SPF 15 or higher on a daily basis is the single best anti-aging step you can take, complemented by customized, twice-a-day care like our 3-Step Skin Care System.
I’m concerned about aging. What products are best for me?
Clinique has targeted de-aging options, from defense against the first signs of aging, to repair for the look of lines and wrinkles, to firming and lifting to bring back skin's 'bounce.' Check out our Skin Care Routine Finder to find the customized products for your skin’s needs. We also offer individual consultations—including photo upload and text chat online—with an Accredited Clinique Consultant to address your unique skin concerns from 10am EST – 8pm EST Monday through Friday.
What can I do about visible lines and wrinkles?
To keep your skin looking youthful, strengthening your support structure and guarding from additional environmental damage is important. Our de-aging Repairwear Serum is a great start. Repairwear Laser Focus for the face and eye area delivers results comparable to a dermatological laser. Apply 3-4 drops twice a day over entire face and around eyes after your 3-Step Skin Care System. Follow with your appropriate treatment moisturizer and daily sunscreen.
How long does it take to see results with Repaiwear Laser Focus?
With twice-a-day use, you'll notice a visible reduction in lines and wrinkles at 4 weeks and a 63% improvement at 12 weeks.
What can I do about dark spots and discolouration?
To fade darker areas and even skin tone from hormonal changes, sun exposure or past acne discolouration, as well as help prevent new spots from forming, use Even Better Clinical Dark Spot Corrector. It's clinically proven to visibly reduce dark spots and discolouration, and even skin tone with results equal to a leading prescription ingredient. Apply it twice a day over your entire face (avoiding immediate eye area) after your 3-Step Skin Care System. Remember: since UV rays stimulate the production of darker pigment, using sunscreen every day is a must.
How long does it take to see results with Even Better Clinical Dark Spot Corrector?
With twice-a-day use, you’ll notice a more even tone within one week, a 1-2 shade reduction in dark spots and discolourations at 4 weeks, and a visible 58% reduction in dark spots at 12 weeks.
Why do I need a serum and a treatment moisturizer?
Serums are targeted to particular concerns, but are not meant to provide moisturization. When skin lacks moisture, its barrier function can become compromised, diverting energy from repair. By layering your treatment moisturizer over your Clinique serum, you're giving skin the best environment to promote repair: barrier-strengthening moisture plus a double-dose of ingredients targeted to your concern.
Do I need a separate eye cream?
The skin around your eyes is different from skin on other areas of your face—it’s only one-tenth as thick and has very few oil glands. That’s why it’s one of the first places to show visible signs of aging. Targeted care that's specifically formulated for this delicate skin can help defuse the effects of eye-area aggressors, now and in the future.
I have breakouts, do you have skin care and makeup to help clear my skin?
Absolutely. Clinique's Acne Solutions Clear Skin System works to clear away dead skin cells and excess oil so you'll start to see clearer skin in just days. Partner with medicated Acne Solutions Liquid Makeup; it helps to both clear and cover blemishes to create the perfect canvas.
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