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.
護膚及彩妝常見問題
常見問題快速回答
我什麼時候應該開始使用基本護膚三步曲？
最理想開始保養的時間是在青少年時期，或當您注意到您的皮膚問題，如出油量增加。保持皮膚清潔，適當補充水分是健康肌膚的關鍵。
我需要使用基本護膚三步曲所有步驟嗎？
如果您想擁有健康的肌膚，當然需要！Clinique 基本護膚三步曲是皮膚科醫生研製，並經過臨床驗證，用來改善任何肌膚類型。 3個產品，3分鐘，每天兩次效果顯著，每一步驟協同作用;並提升下一步驟效果。
為什麼Clinique建議使用洗面皂，會不會使我肌膚更乾燥？
推薦Clinique洗面皂，是因為皮膚科醫生一般都會建議它是清潔皮膚的最佳方式。此外，Clinique洗面皂具有雙重的好處 - 有效清理，並鬆動角質，提升後續潔膚水去角質功效。有四種配方，滿足所有肌膚類型需求;從最乾燥，脆弱，極油性肌膚。所有的配方都敏感性試驗，不含香料，有效地清潔您的肌膚，不會起皮。如果您喜歡，液態洗面膠提供另外一個清潔的選擇，它效果與洗面皂相同，但為液體配方。
什麼是Clinique潔膚水，我為什麼要使用它？
我們為不同肌膚類型定制4款潔膚水。從普通至油性肌膚（3、4肌膚類型）。它能清除堵塞毛孔的老廢角質，有助於控制肌膚出油。肌膚更清潔，看起來更光滑和健康，並更有助於上妝。用乾燥的肌膚（1、2肌膚類型），潔膚水輕輕去處老廢角質，提亮膚色，讓保濕產品易吸收，妝容更服貼。
敏感肌可以使用Clinique嗎？
當然！所有的Clinique產品均通過敏感性試驗；這意味著在皮膚科醫生的監督下，已經通過臨床測試。重複測試，如果有人在測試時有過敏性反應，Clinique就不會推出該產品。此外，因為香料是致敏的一個重要原因，所以你應該選擇一個產品，像Clinique，百分百不含香料。
基本護膚三步曲對我粉刺有幫助嗎？
如果您每月一次爆發粉刺，那麼基本護膚三步曲適用於您。它能幫助您清潔肌膚，去除角質並油水平衡您的肌膚狀態。配合使用無油光淨痘修護膠，將有助於加速癒合。如果你的粉刺爆發更頻繁，Clinique無油光淨痘系列更適合您。它有效地治療痘痘，不含刺激性，並含有抗刺激鎮靜和舒緩的成分。
BB霜和CC霜有什麼區別？
BB霜擁有中等遮瑕度，霧面妝效且有控油效果。 CC霜更輕盈，保濕補水配方，提供中度遮瑕度，效果更容光煥發。兩款既可以單獨使用，或在妝前使用。
怎樣使底妝更持久？
1.理想的完美底妝必須使用適合的妝前打底，幫助肌膚光滑，底妝更服貼。
2.運用粉底刷上粉底。
3.上完粉底液後，使用蜜粉定妝，完成一整套底妝步驟可以讓妝容更持久。如何使用粉底掃上底妝？
在使用粉底液時，塗抹少量於你的手背，沾取少許粉底液在刷子上。輕輕拍在肌膚上，並柔滑掃過全臉。當使用霜狀或粉狀底妝時，刷子輕掃過臉部，使用粗線條掃過鼻子和眼週區域。
如何使我的眼妝更持久？
首先避免使用油類保養品在眼周。上眼影前，使用冰涼柔滑眼影霜打底，讓你眼妝更柔滑，完美服貼，最後使用持久亮采眼影。
如何有效抗老？
Clinique皮膚科醫生建議我們，我們臉上80％的皺紋是由於日常的陽光照射和環境侵害。考慮到這一點，每天使用防曬產品，防曬指數為15或更高是簡單最好的抗老方法，以及日常清潔保養程序，像我們的三步驟角質保養。
我很在意老化問題，有任何推薦的產品嗎?
Clinique全方位針對抗老需求：從預防初期老化現象，到修護撫紋，拉提緊緻，恢復肌膚彈性都一網打盡。可以利用我們的日常保養建議系統量身打造專屬你的護膚流程。
對於明顯的皺紋和細紋我該怎麼辦？
為了使您的肌膚看起來更年輕，強化您的肌底結構，並抵禦環境侵襲是很重要的。升級版激活激光修護精華素是一個很好的開始。它是一款適用於臉部和眼周的抗老精華，使用12周後，媲美雷射美容效果的63％。3-4滴，在三步驟統後每日兩次使用於全臉和眼周。後續塗抹保濕與防曬產品。
升級版激活激光修護精華素使用多久才能見成效?
隨著每天兩次的使用，4週皺紋細紋會明顯改善，12週改善63%
如何有效改善我臉上的黑斑？
黑斑、膚色不均是由於荷爾蒙變化、日曬或者痘疤引起的，為了預防黑斑產生，建議使用Clinique勻淨科研淡斑精華。經臨床證實，含多種有效成分，能明顯減少斑點，均勻膚色.在三步驟之後使用，效果更為顯著，一天兩次塗抹全臉（避開眼周區域），並塗抹防曬產品。
Clinique勻淨科研淡斑精華使用多久才能見成效？
隨著每天兩次的使用，一周內你會發現膚色更均勻，4週後黑斑淡退1-2個色號，12週後斑點明顯減少58%。由於太陽曝曬會使肌膚產生黑色素，所以每天必須使用防曬產品。
為什麼我需要使用精華和保濕霜？
精華可以針對特定的肌膚問題做改善，但不主要提供保濕的功效。當肌膚失去水分時，肌膚的天然滋潤保濕膜就會受損，修護能力降低。Clinique精華液之後，使用保濕產品，提供給肌膚更好的環境提升修護力，加強保水屏障讓精華液的成分可以發揮更好的功效。
我需要單獨使用眼霜嗎？
眼週肌膚只有臉部其他肌膚的十分之一厚度，有極少數的油腺。這就是眼週是會出現老化的明顯跡象的原因。眼部護理產品的成分專為這個嬌嫩的肌膚設計，能幫助改善眼週過去和未來所受到的損傷。
我有粉刺困擾，請推薦適合我的保養和彩妝產品
Clinique全方位去痘專家有效清除老廢角質及多餘油脂，所以使用後幾天內就可以看到肌膚更顯潔淨透亮！搭配使用抗痘底妝-細緻毛孔控油粉底，控油且遮瑕痘痘肌，打造完美妝感
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