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  • 常見問題

  • 於專門店或專櫃購買的產品可於網店作退換服務嗎?

     

    於專門店或專櫃購買的任何產品並不可以於網店作退換。如您需要申請任何產品的退貨,我們建議您於購物的地點進行。

  • 於網店購買的產品可於門市退換嗎?

     

    於網店購買的任何產品並不可以於專門店或專櫃進行退換。網上購物的退換步驟十分簡單,如您對網上購物並不滿意,我們樂意進行退換。詳情可查閱我們的退貨政策 及與我們的客戶服務員聯絡。

  • 多久才可以收到我的訂單?

     

    如果您需要查詢訂單運送狀態,請登入「我的帳戶」查閱。

  • 你們可以將產品配送海外地區嗎?

     

    我們目前不接受配送至中國香港特別行政區以外地區的訂單。不便之處,敬請原諒。

  • 使用我的信用卡是否安全?

     

    Clinique 完全了解在線安全對您的重要性。當您在 Clinique 官網購物時,我們使用安全套接字層(SSL)數據加密技術。這是迄今為止最先進的用戶在線安全技術。請您大可放心,您的訂單完全安全可靠。我們使用的是政府認可的加密軟件。如需了解更多SSL加密軟件的信息,請前往: http://www.netscape.com/security/techbriefs/ssl.html?cp=sciln. 為了保證加密,您的瀏覽器必須支持SSL協議。 以下幾種瀏覽器有該軟件:
    Internet Explorer 6.0及以上版本
    火狐1.0.4版本及以上
    Safari瀏覽器(僅限MAC )

  • 我收不到電郵通訊,或我的互聯網服務供應商會過濾一些垃圾郵件。這些過濾程式會防堵我想接收的電子郵件嗎?

     

    有這個可能。垃圾郵件過濾程式或會同時防堵您想接收和不想接收的郵件。假如您發現有這種情況,請參考電郵信箱的說明,或直接聯絡您的互聯網服務供應商,以更改或停用這些過濾或防堵郵件的設定。

    您可以將特定寄件者的郵件設定為安全名單,以確保日後能收到我們的所有通訊。如有其他疑問,請電郵至cs@hk.clinique.com 與我們聯絡。

  • 怎樣查閱訂單狀況?

     

    你可以追蹤訂單狀況或可以通過我的帳戶查看你的的訂單狀態。

  • 怎樣更改或取消訂單?

     

    如訂單已處理,我們將無法作任何更改或取消。 如欲查詢訂單狀態或咨詢是否可以取消訂單,請與顧客服務中心聯絡。 如訂單已送出,客人可參考退貨流程或與顧客服務中心聯絡 。

  • 為何我喜愛的產品停產了?我仍能夠購買它嗎?

     

    我們根據顧客的喜好和購買習慣而作出停止生產產品、研發產品或容量的決定。我們樂意協助您找尋另一款適合您的產品。

  • 我可以於門市或專櫃使用網上獨家優惠嗎?

     

    網店的獨家優惠及禮物只適用於網上購物,不適用於各門市或專櫃。

  • 在網上購物,可以累積會員積分嗎?

     

    我們暫未設有網上會員帳戶積分制度。網上購物亦不可計算在門市會員積分帳戶。

  • 如何得知你們已收到訂單?

     

    確認付款成功後,您將會收到訂單確認電郵。您亦可登入到「我的帳戶」查看訂單狀態。

  • 怎樣使用優惠碼?

     

    網店獨家優惠不斷更新,達到購物總額即可輸入特定的優惠碼,獲取禮品。您可以於購物袋或結帳頁面右方輸入推廣編號,並選擇「提交」。 注意,優惠碼可能不適用於購買套裝或禮品的訂單。如有疑難,請於辦公時間內(星期一至五9am - 6pm)電郵至cs@hk.clinique.com 或致電31014913與我們聯絡。

  • 我想購買的產品缺貨,怎麼辦?

     

    您可以在產品頁面中按「到貨通知」,然後輸入您的電郵地址。產品到貨時,我們會通知您。

  • 找不到你的答案?

     

    請電郵至 cs@hk.clinique.com 與我們的客戶服務部聯絡。
  • 為甚麼我的信用卡會不被接受?

     

    "您的信用卡可能因以下原因而不被接受:
    -卡已過期。請檢查您的卡是否仍有效。
    -您可能已達到信用額度。請聯絡銀行查詢。
    -您可能錯誤輸入資料。 請重新檢查你填寫的資料是否正確。"

  • 如果我無法完成結帳流程,該怎樣做?

     

    如果您已輸入正確資料,仍無法完成結帳流程,請聯絡我們。您可以於辦公時間內(星期一至五9am - 6pm)電郵至cs@hk.clinique.com或致電31014913。

  • 如果我的付款被拒,該怎樣做?

     

    請先聯絡您的銀行或信用卡公司。信用卡授權需經過我們銀行供應商和您的財務機構共同授權。如果您仍然遇到問題,或還有其他疑問,請於辦公時間內(星期一至五9am - 6pm)電郵至 cs@hk.clinique.com 或致電31014913與我們聯絡。

  • 我們的產品

    哪裡可以買到Clinique的產品?

     

    如需購買Clinique產品,您可於我們的網店clinique.com.hk 選購。如果您想親自前往專櫃,點擊這裡 查看我們的專櫃搜尋。

  • 訂單查詢

  • 訂單處理中

     

    訂單只會於工作天 (星期一至五, 不包括公眾假期) 處理及運送。
    於假期及周末下的訂單, 將於第二個工作天處理。
    "標準運送服務的訂單會於1至2個工作天內處理。 "
    很抱歉, 我們暫時未能接受海外訂單。如需把產品運送到其他國家,請按我們的全球門店搜尋其他國家地址。

  • 購買量上限政策

     

    每件產品限購8件,每張訂單限購14件產品。此外,每個用戶每天的訂單上限為3張。如有任何問題,歡迎聯絡我們查詢。

  • 訂單狀態

     

    "會員登入後,您可於個人帳戶頁面查看到訂單的最新狀況。"

    如要查看訂單的運送狀態,可直接點擊訂單的追蹤號碼

    *訂單狀態需於下單後24個工作小時後可查閱。

  • 取消訂單

     

    如欲取消已提交的訂單,請電郵至cs@hk.clinique.com 與我們聯絡。我們將盡力配合您的要求。如訂單已在處理中,抱歉我們無法更改或取消您的訂單。

    訂單或部分訂單遭取消或源於:

    • 產品售完
    • 無法執行付款程序
    • 無法配送至所提供的地址
    • 訂單重複
    • 顧客要求取消
    • 超出消費限額

    如訂單被取消,您將會收到一封通知電郵。您不會被收取任何費用。如有任何疑問,可電郵至 cs@hk.clinique.com 了解詳情。

    回到頂部

    包裹遺失

    如包裹追蹤狀態顯示訂單已送達,而您不知道包裹在哪裡,您可以:

    1. 詢問鄰居或家人

    2. 詢問您住處的大樓管理員

    3.請致電客服熱線31014913或電郵至cs@hk.clinique.com與客服專員聯絡

    回到頂部

  • 退貨政策

  • 步驟說明

    1. 聯絡我們的客戶服務部。

     

    請聯絡我們的顧客服務中心並說明退貨的要求。對於退貨的要求,客戶服務主任將會要求閣下提供以下資料。

    -訂單編號
    -購買日期
    -需要退貨的商品名稱及數量
    -退貨的商品的照片
    -以及退貨的原因

    所有退回的產品需要確保未曾開啟並處於其原始狀態。我們並不接受退回已開封使用的產品。如客人是以個人理由而退回商品,需自付郵費並把商品包裝好及寄回給我們。

  • 2. 包裝退貨商品

     

    "請根據客戶服務員的指示,把所需退回的商品,訂單正本及包裝單等所有資料一併包裝好。
    請確保商品必須是未曾開啟並處於其原始狀態。假如收到的商品已損壞、有瑕疵或不正確,請立即告訴我們的客戶服務員。
    若欲退回的商品未能符合上述之退貨條件, 恕不接受退貨要求,並會收之退回給閣下。"

  • 3. 確認退貨

     

    收到商品後,我們會檢查商品狀態是否符合退貨要求。退貨一經獲得批准,我們會在7個工作天內完成退款程序。您可以到「我的帳戶」 以查看訂單的狀態。

  • 4. 退款

     

    當退貨一經獲得批准,我們會在7個工作天內完成退款程序。運費或禮品包裝恕不退款。
    退款將會退回到閣下的付款帳戶中。但請注意,退款到您的帳戶所需時間會因應發卡銀行而有所不同,詳情請與您的發卡銀行查詢。

  • 5. 換貨

     

    我們十分重視我們的顧客,如閣下於收到包裹後的14個工作天內對產品有任何不滿意,可聯絡我們要求換貨。其後,從顧客服務中心接獲顧客通知日期起計,請於7個工作天內將產品寄出。一般情況下,退換貨流程會於收到貨品後的10個工作天內寄出。
    (請注意: 所有退貨和退款不包括限量版產品、禮品包裝和刻名產品。)

  • 送貨方式

  • 運費及送貨方式

     

    除網站特別註明的活動外,運費處理原則如下:

    訂單金額折扣後滿港幣500元,即享免運費優惠。
    訂單金額折扣後未滿港幣500元,需收運費港幣30元。

    本網站提供以下配送服務(只限香港特別行政區)︰

    • 標準配送服務
    • 順便智能櫃自取服務

  • 標準配送服務

     

    配送範圍

    標準配送服務地區包括香港島、九龍、新界,以及離島。指定地區不設配送服務,包括但不限於︰大浪灣、羅湖、大澳、小蠔灣、蒲台島。
    請勿以郵政信箱作為送貨地址。
    每份訂單只限送往一個地址。如要將貨品配送不同地址,請按不同地址分開下單。

    配送時間

    確認付款成功後,一般訂單需時1-2個工作天處理及寄出,視貨存而定。

    於正常情況下,標準配送服務於2-3個工作天內送抵收貨地址。香港特別行政區偏遠地區的訂單,額外需時3至4個工作天送達。
    星期日及公眾假期不提供送貨服務。

    送貨時間 (離島除外,請參閱「離島送貨時間」):
    星期一至六 09:00 – 19:00
    星期日及公眾假期

    離島送貨時間:
    長洲
    星期一及四 14:00 - 18:00

    南丫島
    星期二及五 14:00 - 18:00

    坪洲
    星期三及六 14:00 - 18:00

    貨物追蹤/更改地址

    貨物寄出後,可以於「我的帳戶>我的訂單」中檢視運單號碼。如有需要,請自行聯絡順豐速運以追蹤貨件。
    貨物寄出後,如有需要更改地址,請自行聯絡順豐速運另作安排。衍生的額外費用必須自付。
    如顧客因個人理由未能收件,請自行與順豐速運聯絡安排。如貨件於14個工作天內屢次派送失敗,你的訂單將會被取消及不會重新發送訂單,本公司將於10個工作天內申請退款。但退款時間則因不同的銀行而有所有不同。詳情可向發卡銀行查詢。

  • 順便智能櫃自取服務

     

    客人可於結帳時選擇指定的順便智能櫃自取貨品。
    請重覆確認所輸入的香港特別行政區電話號碼 (+852) 可以接收香港特別行政區文字短訊 (SMS)。
    確認付款成功後,一般訂單需時1-2個工作天處理及寄出,視貨存而定。
    貨品寄出後,一般於2-3個工作天便可送抵指定的順便智能櫃,收件人電話號碼會收到由順豐速運發出的取件密碼短訊。
    顧客可前往指定智能櫃,輸入密碼以提取貨品。
    請於收到短訊後48小時內提取貨品。有關逾期未取貨品之安排,請致電順豐速運客戶服務熱線 2730 0273查詢。
    2020年11月16日開始,客戶選擇「熱門」順便智能櫃而未能於短訊發出的首24小時內完成取件,順豐將於往後每24小時收取港幣一定金額「豐管家」服務費用。費用將以每24小時為單位進行累計。順豐可能會修訂相關服務費用及細則,請瀏覽順豐官網或致電順豐客服瞭解最新詳情。
    順豐香港將定期修訂「熱門」及「非熱門」順便智能櫃清單。

    順豐速運客戶服務熱線及時間

    電話: 2730 0273
    星期一至星期五 08:00 - 20:30
    星期六、星期日、假日 08:00 - 20:00

  • 購物流程

  • 購物流程

     

    歡迎來到Clinique官網。在這裡您可以簡單、方便、安全地購物,只要選擇您想要購買的產品,然後依照下列步驟進行:

    第一步
    選擇您想購買的商品,點選「立刻購買」鍵,在產品頁面選擇您喜愛的色澤、容量與購買數量,後點選「加入購物袋」。您亦可直接在商品下方點選「 + 」按鍵,即可不跳頁直接進行色澤、容量與數量的選擇,完成後點選「加入購物袋」。

    第二步
    選購完成後,點選頁面右上角的「結帳」或「購物袋圖示」,跟著指示流程開始進行結帳動作,完成後送出您的訂單,即訂購完成。

    請注意:在點擊提交訂單之前,您可以在結帳期間更改購物袋的內容,包括每件商品的數量(最多八件)。

    第三步
    在您完成結帳訂單送出後,您會收到一封確認訂單的電子郵件。如在訂單送出後 24 小時內,沒有收到訂單確認電子郵件,請您電郵到 cs@hk.clinique.com 或致電 31014913 與我們的客戶服務部聯絡。

    I如果您在下訂單時有任何疑問或疑慮,或者如果您想查詢以前訂購的訂單,請致電 31014913 Clinique線上服務團隊或聯繫我們。為了最快的服務,請提供您的訂單號。

    檢視購物車
    按一下購物車圖示,可顯示您挑選的商品清單,每項產品的數量,以及購買的價格。進行結帳前,您可以在這一頁移除商品或更改訂貨數量。

    從購物車中刪除商品
    如欲刪除購物車中的商品,只要前往「檢視購物車」,選擇產品名稱下方的「移除」連結,該商品就會從您的購物車中移除。

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  • 最理想的瀏覽器設定

     

    檢視這個網站最好使用 Internet Explorer 6.0 或以上的瀏覽器及最低 1024 x 768 的螢幕解析度。請注意,螢幕顯示色彩會依設定而有所不同。

    關於特定顏色如有任何問題,請與我們聯絡

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    關於特定顏色如有任何問題,請與我們聯絡

  • 網路瀏覽器需求

     

    我們的網站在 Internet Explorer 6 或以上的瀏覽器中觀看的效果最理想。我們亦支援Firefox 1.5 級以上 for PCs 與 MACs 及 Safari 2.0.4 on MAC。

  • 線上安全

     

    上Clinique官網,我們了解安全對您的重要性。當您在線上對我們下單時,我們使用的是 Secure Socket Layer (SSL) 加密技術,將您的資訊編碼。這是迄今最先進的消費者線上安全技術。您可以放心您的訂單是安全且可靠的。本公司使用政府核可的加密軟體。欲了解更多有關 SSL 加密軟體,請上:

    http://compnetworking.about.com/cs/securityssl/g/bldef_ssl.htm?terms=ssl

    為了確實加密,您的瀏覽器必須有 SSL 協定。擁有該軟體的瀏覽器如下:

    AOL 5.0 and higher
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    Netscape 6.0 (Windows only)
    Safari
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  • 商品供應

     

    缺貨商品
    如遇商品缺貨,購買頁面將會顯示暫時無法購買狀態,待商品到貨之後,會隨即開放購買。

    預售商品
    預售商品為尚未到貨,但網站註冊會員可預先購買的商品。在您購買前,可先查看商品說明是否有另外標示出貨時間,如有任何問題,歡迎您聯繫客戶服務主任31014913詢問。

    請注意:訂單的實際遞送日視您所選的運送方式而定。

  • 護膚及彩妝常見問題

  • 常見問題快速回答

     

    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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