UPON PURCHASE OF HK$980# TO ENJOY A 3-PIECE BEAUTY KIT (WORTH HK$360)
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FAQ

ONLINE PURCHASE TERMS

  1. We only accept payment via your credit card, including Visa, MasterCard and WeChat Pay. You must be the cardholder of the credit card used for purchase.
  2. All orders once successfully made cannot be changed, cancelled, refunded nor exchanged.
  3. Please ensure a valid 8-digit Hong Kong SAR phone number is provided upon check-out in order to receive SMS or call from SF for delivery purpose from S.F Standard Delivery Service. While you should receive SMS from S.F Store Self-pickup Service and S.F Locker Self-pickup Service with all +852 mobile number
  4. We will send an order confirmation email to you in which details of the order will be included. If you did not receive an order confirmation email, please contact customer service.
  5. If you have any questions, you can contact customer service by email or phone as below:
    Telephone:+852 3180 1655
    Email:ysl.csc@loreal.com
    Operating Hours:Monday to Friday from 9am to 6pm(Except Public Holidays)
    or messaging at YSL Beauté Hong Kong Official Facebook Page.
  6. If we have to contact you we will do so by writing to you via SMS at the telephone number or email at the email address you provided to us in your order.
  7. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.
  8. If you wish to become a member of YSL Beauté Hong Kong, please fill in the form to register for our membership ( https://www.yslbeauty.com.hk/campaign/e-shopmembership/) within 24 hours after checkout, to earn 1 reward point for every HK$1 spending.
  9. If you are an existing YSL Beauté Hong Kong member, please also fill in the form ( https://www.yslbeauty.com.hk/campaign/e-shopmembership/) 24 hours after checkout, to earn 1 reward point for every HK$1 spending.
  10. If you fill in the form ( https://www.yslbeauty.com.hk/campaign/e-shopmembership/) within 24 hours after checkout, spending on YSL Beauté Hong Kong online store is eligible for YSL membership program rewards, including loyalty points and membership tier upgrade.
  11. Membership points in respect of any order will be credited in your membership account within 30 days after transaction. Any points earned from purchase on the Website will be subject to terms and conditions of the YSL Beauté Club membership programme (https://www.yslbeauty.com.hk/tc/member/).

SHIPPING

  1. With the exception of specifically listed promotions on the website, our delivery policy is listed below.
    • Free shipping with every order over HK$500 (after discount).
    • For order below HK$500 (after discount), HK$30 delivery fee will be charged for order in Hong Kong SAR and HK$70 delivery fee will be charged for order in Macau SAR.
  2. We only ship to Macau SAR & Hong Kong SAR, including Hong Kong Island, Kowloon, New Territories and outlying islands. Mainland China region is not supported at the moment.
  3. Shipment will arrive at the shipping address in 2-10 business days under normal circumstances. Delivery service is not available on Sundays and Public Holidays. Delivery service might be affected in light of festive, special weather conditions, traffic disruption occasion and the vacancy of SF lockers.
  4. 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, your order might risk being cancelled and not refunded.
  5. We offer SF Standard Delivery Service or SF Store/ Locker Self-pickup Service.
  6. SF Standard Delivery Service:

    • Orders will be delivered to the address and phone no. provided by customer when placing their order.
    • P.O Box is not accepted as shipping address.
    • Standard Delivery Service is NOT available in specified destinations, including warehouse, logistics center, airport, container terminals, Hong Kong Convention and Exhibition Center and AsiaWorld-Expo. Delivery service is also 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.
    • 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.
    • Delivery Schedule (in exception of Outlying Islands. Please refer to ‘Outlying Islands Delivery Schedule’) :
      Mondays to Saturdays09:00 – 19:00
      Sundays and Public HolidaysClosed
    • Outlying Islands Delivery Schedule:
      Cheung ChauMondays and Thursdays14:00 - 18:00
      Lamma IslandTuesdays and Fridays14:00 - 18:00
      Peng ChauWednesdays and Saturdays14:00 - 18:00
  7. SF Store Self-pickup Service

    • Orders can be delivered to SF Stores selected by customer at checkout. For business hours of SF stores, please refer to https://www.sf-express.com/hk/en/other_services/sf_station/sf_station_network/
    • All +852 mobile number entered should be able to receive SMS notifications. Customer has to pick up the parcels at specified location within 3 days after receiving the SMS notification. Customer should directly contact SF Express Customer Service Hotline rearrange pickup for overdue parcels.
  8. S.F Locker Self-pickup Service:
    • Orders can be delivered to SF Stores selected by customer at checkout. For business hours of SF stores, please refer to https://www.sf-express.com/hk/en/other_services/intelligent_cabinet/ef_locker/
    • All +852 mobile number entered should be able to receive SMS notifications. Customer has to pick up the parcels at specified location within 30 hours after receiving the SMS notification. Customer should directly contact SF Express Customer Service Hotline rearrange pickup for overdue parcels.
  9. SF Express Customer Service Hotline and Office Hours:
    SF Hotline:+852 2730 0273
    Mondays to Fridays08:00 - 20:30
    Saturdays, Sundays and Public Holidays08:00 - 20:00


Order Cancellation


Under normal circumstances, all confirmed orders cannot be revised, cancelled, refunded, or exchanged. Change of pickup store/ location is also not applicable.

Please contact Customer service department assistance.

Customers can cancel their order under exceptional circumstances

  • The customer refuses to proceed with the order after being informed of an error in the price or description of the ordered item.
  • The supply of the products is prone to delays by an event outside our control, which makes pickup and delivery unavailable. We will refund the customer any payments made in advance for the products.
  • We have informed the customer that we are going to suspend supply of the products for technical reasons, which makes pickup and delivery unavailable. We will refund the customer any payments made in advance for the products.
  • If our delivery service is unavailable, customers have the right to contact us and cancel their order.
The Order Cancellation Process
  1. Application of order cancellation

    If you encounter the aforesaid exceptional circumstances, please contact Customer service department, and make the request. (Please be noted that partial cancellation is not allowed)

    Our customer service advisor will request for the following information for verification:

    • Order number
    • Order registered name and mobile numbers
    • Product name and quantity
    • Photo of return product (if any)
    • Reason for order cancellation
  2. Order cancellation confirmation

    Once the order cancellation request approved and completed refund, we will send an email to customer’s registered email address.

  3. Refund arrangement

    Your refund will be credited to the original form of payment. All refund will be credited in Hong Kong Dollars (HK$). Related cost of any currency exchange rate differences, administrative fee or exchange fees charged by relevant card company or stored value facilities are non-refundable. Please allow 90 business days from the date of cancellation request approved. Customer will receive a confirmation email to customer’s registered email address after the refund is successfully completed.

This guide is for reference only. Please refer to the Terms of Sale. In case of any discrepancy, the Terms of Sale shall prevail.



The Exchange Policy


We hope that you are delighted with our products. However, If you received a damaged product or incorrect product. Please inform our customer service department in 7 business days the date of receipt of the products.

Please note that products purchased in the online store cannot be returned or exchanged at retail stores. Customers must submit an exchange application through the online store customer service department.

The Exchange Process
  1. Contact our customer service department

    Please inform our customer service department and state out your exchange request in 7 business days once you received damaged product or incorrect delivered product.

    Our customer service advisor will request for the following information for verification:

    • Order number
    • Order registered name and mobile numbers
    • Product name and quantity of the defective item(s)
    • Photo of damaged/ incorrect delivered product
    • Reason for exchange
    • Delivery address

    The return product(s) must be unopened and in its original packaging. Products opened or used are not accepted for exchanges/ returns.

  2. Pack the product(s)

    Please follow instruction by our customer service advisor and pack products into original packaging box with original receipt and packing slip.

  3. Exchange confirmation

    Once the exchange request approved, we will send courier service arrange exchange. The newly exchanged item will be sent to the delivery address on the original order, if there is any change in the delivery address, please let our customer service advisor know in advance.

This guide is for reference only. Please refer to the Terms of Sale. In case of any discrepancy, the Terms of Sale shall prevail.

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