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Frequently Asked Questions

 

Products

I am not sure what's right for me, can you give me advice?

We know it’s hard to decide between various products. If you are not sure what to buy, please contact us at help@lemelior.com and we will be happy to help you find what’s best for you.



Payments

What forms of payment do you accept?

We accept Visa and MasterCard, bank deposit, and transfer through Faster Payment System.



What currency are your product prices denominated in?

Our product prices are denominated in Hong Kong Dollar (HKD).

You can choose to show the prices in another currency for your reference as selected from the currency selection box shown on the bottom of our Home Page. However, please note that prices in currencies other than HKD are for reference only. The actual price billed in your local currency will be calculated in accordance with the applicable exchange rate at the time your bank or credit card company processes the transaction.



Discounts

Can I use multiple discount codes?

Unfortunately, only one discount code is allowed per order and discount code cannot be used in conjunction with your reward points.



Shipping & Delivery

Do you ship outside of Hong Kong?

Yes, we do! Please find the shipping rates here.



Do you offer free shipping?

We offer free shipping for HK orders over HK$600.

For international shipping, for Macau, we offer free shipping for orders over HK$800. For Taiwan and Singapore, we offer free shipping for orders over HK$2000.

*Please refer to the below for additional fees that may occur for international shipments.



What is the shipping cost for deliveries within Hong Kong?

All orders under HK$600 have a flat shipping fee of HK$50.



Are there additional fees that I have to pay for international shipments?

For shipping outside of Hong Kong, please note that your shipment may be subject to customs inspections, import taxes, duties, and other fees applicable once it reaches your destination country. You will be responsible for all such fees, which may be required to release your package from customs.

The customs clearance procedures may also delay packages.

We are unable to predict or control import charges for international packages. Customs policies vary widely between countries.

If you have any question, please contact us before placing your order and we can try to provide some general information. However, for more accurate information, please contact your local customs office.



How long will delivery take?

Delivery within Hong Kong will usually arrive in 2 business days once your order has been processed and shipped.

International delivery may take around 10-14 business days after your order has been processed and shipped.

Please understand that we try our best to fulfill our estimated timeframes but the shipping time may take longer due to unexpected delays, for example when our international orders need to await customs clearance.



Do I need to sign for my package?

Yes. Please make sure someone is available to sign for your package upon delivery, otherwise it may be returned to us (the courier will usually try to deliver one more time).

For Hong Kong delivery, if the first attempt failed, the courier will try to contact you at your phone number to schedule another delivery date. However, if you can't be reached, the package may be returned to us.

In the case that your package is returned to us, we will refund your order but will need to deduct from the balance a shipping cost of $50 for the original shipping (or the amount that would be charged for international shipment), the return shipping costs to send the package back to us, a 5% restock fee, and any customs fee charged to us.



Shipment Issues

What can I do if the wrong item was sent to me?

If you received an incorrect item or an item is missing, please contact us at help@lemelior.com and we will assist you.



What can I do if my package is damaged?

The outer carton or packaging may experience some wear and tear during the shipping process. However, if there is damage to your item(s), please contact us at help@lemelior.com and include a photo of the damaged item(s) and we will assist you.

Please also retain the original shipping box/packet, packaging materials, and the damaged item(s).



Orders

My order is over $600, but why is it that after I enter the discount code it then shows a shipping charge?

Free shipping only applies if your order is over $600 after discount has been entered and applied.



Can I change or cancel my order?

Once the order has been placed, we cannot amend or cancel the order except in some special cases where we have not started preparing your order.

Please email us at help@lemelior.com to ask about the possibility to change or cancel your order and we will try our best to accommodate it subject to your order preparation status; however, we cannot guarantee that your request can be fulfilled. We hope that you can understand.



Le Melior Rewards Program

How does the rewards program work?

Le Melior Rewards (named The Better Beauty Squad) is a great way to earn cash back on your purchases. You get 1 point for every $1 spent. When you reach 1500 points, you can redeem a reward of $50 off your next purchase.

Learn more about The Better Beauty Squad here.



Returns/Exchanges

Can I return/exchange my purchase?

Unfortunately, we do not offer exchanges. If you are not completely satisfied with your purchase, you may return it within 7 days of receipt and we will be happy to provide a refund in the original form of payment. However, a 5% restock fee and a HK$50 delivery fee will apply, and you will be responsible for arranging and paying for the return shipping. Please note that refunds will typically take 1-2 weeks to process from the time we receive the returned items.

If you are not sure what to buy, please contact us at help@lemelior.com and we will be happy to help you find what’s best for you.



How do I arrange for a return?

If you've decided you’d like to return your order, let us know. You have 7 days from the date you received your order to ship the package back to us. Please follow the below steps:

1. Contact us at help@lemelior.com to request a Return Merchandise Authorization number (RMA) within 1-2 days from the date you received your order and send your item(s) back to us within 7 days of receiving your order. Returns outside this timeframe may be accepted at the sole discretion of Le Melior. 

2. Put the item(s) in the original packaging and include the RMA in the package.

3. Ship the package back to us with your preferred courier.

Please note that all items must be returned new, unused, and undamaged. Returns that do not meet our policy will not be accepted.