Delivery & Returns Policy

Online Ordering

1. If the transaction is interrupted or unable to complete due to delays or errors, please log in again.

2. Our website accepts the following payment methods

• Online payment, including: Visa, Mastercard, UnionPay, American Express, Alipay, and WeChat Pay (on computer browsers). For credit card payments, the purchaser must be the cardholder.

3. Cash on delivery (only available for home delivery and pick-up at SF Express stations) can be collected by SF Express upon delivery, only accepting Hong Kong dollars and no change will be provided, with a payment limit of HK$10,000.

4. If a payment failure occurs, it may be due to credit card-related issues, including the issuing bank system being busy, incorrect credit card information, or the credit limit being reached. Please verify with your card issuer and then contact us for further assistance.

5. Once an order is confirmed, there will be no refunds, returns or changes.

6. In case of any failed or unsuccessful transactions, the transaction will be considered canceled. After a successful transaction, you will receive a "Order Confirmation" email with the confirmed order details.

7. For orders over HK$/MOP350, delivery is free; for orders under HK$/MOP350, a delivery fee of HK$30/MOP80 will be charged.

8. All our products are photographed. However, due to factors such as environment, lighting, printing, and image composition during shooting, the product image may differ slightly from the actual product. We appreciate your understanding.

9. After the order is completed, the company will not assume any legal liability. The goods are sold as-is, without returns or exchanges.

10. If you find any problems with the products, please contact us within 3 working days of receipt, after which we will not handle it.

Email address:	laneige@amorepacific.com.hk
Office hours：	Monday to Sunday(10:00 - 19:00) including public holidays

11. The online purchase amount is applicable to the LANEIGE Hong Kong membership program benefits, including the membership reward points program and the membership upgrade requirements.

12. To protect member's interests, LANEIGE Hong Kong membership and E-Shop accounts are for personal use only, and each member can only have one LANEIGE Hong Kong membership and E-Shop account.

13. AMOREPACIFIC Hong Kong Co. Ltd reserves the right to amend the terms and conditions of the service without prior notice.

14. Online orders are for non-commercial personal use only and cannot be used for any commercial purpose. In case of any dispute, AMOREPACIFIC Hong Kong Co. Ltd reserves the final decision.

15. If any suspicious ordering behavior is detected, AMOREPACIFIC Hong Kong Co. Ltd reserves the right to cancel the order.

Delivery Service

1. Currently we only provide delivery within Hong Kong (including Hong Kong Island, Kowloon, New Territories, and outlying islands) and Macau. We do not support overseas delivery at this moment.

2. Products will be delivered to the designated address in about 3-7 working days. However, delivery time may be affected by holidays (such as Christmas, Chinese New Year and Easter). When Typhoon Signal No. 8 or the Black Rainstorm Warning is in effect, the delivery service will be delayed. All goods will be delivered as planned and to the best of our ability, with the delivery notification SMS sent by SF Express taking precedence.

3. If you are unable to receive the goods as scheduled due to personal reasons, please contact SF Express directly to make further arrangements, and SF Express will charge an additional administrative fee. If you are unable to arrange for re-delivery within 2 weeks of the delivery date, the company may cancel your order and not provide a refund.

4. You can choose "Home Delivery", "SF Self-pickup", "Instore Self-pickup".

5. If you choose "SF Self-pickup":
SF Express provides up to 90 pick-up locations for selection, please check the SF Express station website for business hours:
SF Express station address:
https://htm.sf-express.com/hk/tc/dynamic_function/S.F.Network/SF_store_address/
SF Express smart lockers address:
https://htm.sf-express.com/hk/tc/dynamic_function/S.F.Network/SF_Locker/

SF Express will send a "Pick-up Notification" SMS to your mobile number before the items are available for collection, and you have 3 days from the date of the SMS to collect the items. If the items are not collected on time, SF Express will charge additional storage fee, and all related delivery matters should be inquired directly with SF Express, as the company will not handle any delivery arrangements on the customer's behalf.

6. If you choose "Home Delivery":

1. 6.1 Please ensure the recipient's telephone number and delivery address provided at the time of ordering are correct to facilitate contact for delivery.
2. 6.2 Please do not use a post office box as the delivery address.
3. 6.3 "Home Delivery" is not available for the following areas: warehouses, logistics centers, airports, container terminals, Wan Chai Exhibition and Convention Center, and Asia World Expo.
4. 6.4 For residential delivery addresses, SF Express will call to arrange a delivery appointment before shipping. If you have any inquiries, you can contact SF Express directly, and the company will not make any additional arrangements.
5. 6.5 Delivery Schedule:

Monday to Saturday	09:00 – 19:00
Sunday and Public Holidays	Closed

Special Delivery Time Restrictions for Some Outlying Islands：

Cheung Chau	Monday and Thursday	14:00 - 18:00
Lamma Island	Tuesday and Friday	14:00 - 18:00
Peng Chau	Wednesday and Saturday	14:00 - 18:00

SF Express Customer Service Hotline

Hong Kong: 2730 0273	Monday to Friday	08:00 - 20:30
	Saturday, Sunday, Holidays	08:00 - 20:00
Macau：2873 7373	Monday to Friday	08:00 - 20:30
	Saturday, Sunday, Holidays	08:00 - 20:00

Shippment Fee

	Order Amount	Delivery Fee
Delivery Service	Below HK$/MOP350	Hong Kong: HK$30, Macau: MOP80
	HK$/MOP350 or above	Free

7. If you choose "Instore Self-pickup"：

1. 7.1 Not applicable for "Cash on Delivery" orders.
2. 7.2 Instore Self-pickup service is only available at designated LANEIGE Hong Kong stores.
3. 7.3 When the item is ready for pick up at the store, we will send you a "Pick-up Notification" SMS. Please collect your order within 7 days of receiving the notification. If the order is not collected within this timeframe, we may cancel the order and will not provide a refund.
4. 7.4 When you arrive at the store, please provide the online order number and the phone number you used when placing the order, to assist the staff in retrieving your item.
5. 7.5 Upon collection, the recipient will also need to sign for the order to confirm delivery completion.