Delivery Service
Only available for delivery within the Hong Kong Special Administrative Region (SAR).
|
Order amount |
Delivery method |
|
Below 429HKD |
Self Pick-up at SF Store / EF Locker: HKD 29 |
|
429HKD or above |
Free delivery for self pick-up at SF Store / EF Locker. |
|
499HKD or above |
Free door-to-door delivery by SF Express. |
SF Store addresses：https://www.sf-express.com/hk/tc/dynamic_function/S.F.Network/SF_store_address/
EF Locker addresses：https://www.sf-express.com/hk/tc/dynamic_function/S.F.Network/EF-Locker/
Note: Please provide a valid phone number and email address for pick-up and contact purposes. In case of incorrect or missing information, ASTRID staff will notify the customer via WhatsApp within 3-5 working days and confirm the final delivery address and information.
*For orders outside the Hong Kong SAR, please contact us directly via WhatsApp. We apologize for any inconvenience caused.
Delivery Time
Upon successful payment confirmation, standard orders will be shipped within 2-5 working days, subject to stock availability.
Available on Hong Kong SAR only
|
Delivery Service |
Delivery Time |
|
standard |
2-3 working days |
|
Remote Areas |
3-5 working days |
Return Policy(Applicable to Hong Kong SAR orders only)
Quality Issues or Product Damage
We only accept refunds/replacements for the following cases:
- Damage (excluding incorrect use, human damage, and personal reasons)
- Quality issues, such as cracks, leaks, and malfunctioning nozzles (excluding incorrect use, human damage, and personal reasons)
*Note: There may be slight differences in the thickness of the glass bottles for each batch of perfume, resulting in slight variations in the liquid level. This is a normal occurrence and does not included within the product replacement.
Please contact our customer service representative via WhatsApp within 24 hours of receiving the product, and we will process your request as soon as possible.
After receiving confirmation from our colleague, please return the product along with the completed return form (please fill in all information) within three days. We will not accept any overdue returns.
Refund
After receiving the returned product, we will refund the corresponding amount within 10-14 working days and bear the shipping costs incurred for the return and exchange of products(excluded the shipping fee on the order that has been purchased). All perfumes are non-refundable.
Under normal circumstances, the refund process will be completed within 10 working days after receiving the returned product. However, the refund time may vary depending on the bank.
If your order includes a gift or shopping privilege, and the order does not meet the consumption requirements for gift giving after the return, please be sure to return the gift. If you do not return the gift, we will deduct the retail value of the gift during the refund process without any prior notice.
Exchange of Products
After receiving the returned product, we will arrange for a replacement product to be sent within 10 working days and bear the shipping costs incurred for the return and exchange of products. Customers can only exchange for the same product.
We only accept returns and exchanges for products sold on our website. For products purchased from other stores, please contact the original store for returns and exchanges.
Each order can only be returned or exchanged once.
Missing or Incorrect Delivery
Please contact our customer service representative via WhatsApp within 24 hours of receiving the product, and we will process your request as soon as possible.
After receiving confirmation from our colleague, please return the product along with the completed return form (please fill in all information) within three days. We will not accept any overdue returns.
For products that were incorrectly delivered, we will arrange for a re-delivery within 10 working days after receiving the returned product. We do not accept refunds or exchanges for such cases. We apologize for any inconvenience caused. All shipping methods will follow the original order and the shipping costs will be fully borne by ASTRID.
Return Process
1.Contact our Customer Service
WhatsApp our customer service department at +852 93116759 and provide the following information:
Order number:
Contact information:
Purchase date:
Product name and quantity for return:
Reason for return:
2.Package the Returned Product
Pack the product to be returned, along with the originalorder and packaging slip, according to the instructions provided by our customer service representative.
3.Confirm the Return
After the product is received, our customer service representative will inspect the product to ensure that it meets the return requirements. Once the return is accepted, we will complete the necessary procedures within 10 working days of receiving the returned product.
4.Arranging for Exchange
If you request an exchange, we will complete all necessary inspections and arrange for expedited delivery to the original shipping address within 10 working days after receiving the returned product.
5.Arranging for Refund
Once the returned product is confirmed, we will complete all necessary inspections and process the refund within 10 working days.
Once the refund is confirmed, please provide the account information for a personal bank account in Hong Kong so that we can promptly refund the amount. Our customer service representative will contact you to assist with the process.
If a discount code was used for the original purchase, the refund amount for a single returned product will be calculated by dividing the total amount deducted by the discount code by the total number of products in the order. Once a product is returned or refunded, the discount code cannot be used again.
In case of any disputes, ASTRID reserves the right to make the final decision and define the criteria for returns.
送貨服務
只限寄送香港特別行政區
|
消費金額 |
送貨方式 |
|
429HKD以下 |
劃一收費： |
|
429HKD或以上 |
順豐站/智能櫃自取免運費。 |
|
499HKD或以上 |
順豐送貨上門免運費。 |
順豐站地址：https://www.sf-express.com/hk/tc/dynamic_function/S.F.Network/SF_store_address/
順便智能櫃地址：https://www.sf-express.com/hk/tc/dynamic_function/S.F.Network/EF-Locker/
注意：請填寫真實電話號碼及電郵地址以便取貨及聯絡。如有資料錯誤或遺留，ASTRID同事將於3-5個工作天以WhatsApp形式通知客人並確認最終送貨地址/資料。
有關香港特別行政區以外地區的訂單，請直接Whatsapp與我們聯絡，不便之處，敬請原諒。
配送時間
確認付款成功後，一般訂單需時2-5個工作天內寄出，視貨存而定。
只限寄送香港特別行政區
|
配送服務 |
送貨時間 |
|
標準 |
2-3個工作天 |
|
偏遠地區 |
3-5個工作天 |
退貨須知 (僅適用於香港特別行政區訂單)
產品損壞或品質問題
我們僅接受以下情況之退款/更換：
1.損壞 (不包括不正確使用，人為損壞及個人理由)
2.品質問題：例如：裂痕，滲漏，噴頭無法正常使用(不包括不正確使用，人為損壞及個人理由)
*註：香水每一批玻璃瓶厚薄度或會有輕微差異，故每瓶液體高度或會有些微不同，此屬正常現象，並不屬於更換範圍。
請於收貨日期起計24小時內以WhatsApp與我們客戶服務員聯絡，我們將盡快為您處理。
收到同事確認後之三天內將商品連同已填妥完成的退貨表格(請務必填寫所有資料)附在包裹內寄出，如有逾期狀況恕不受理。
退款
收回退件後，我們將於10-14個工作天內退還相應的貨款金額並承擔因退換貨而產生的運費(不包括購買產品時的運費)。所有香水均不設退款。
一般情況下，退款申請流程會於收到退貨後的10個工作天內完成。但退款時間會因不同銀行而有所有不同。
如您的訂單內包含贈品或購物禮遇，而訂單於退貨後未符合禮品贈送之消費要求，退貨時務必把贈品一併寄回。如您未將贈品退回，退款時我們將會扣除該贈品的零售價值，並不作額外通知。
更換貨品
收回退件後，我們將於10個工作天內重新發送相應的貨品，並承擔因退換貨而產生的運費，客戶只可更換同款產品。
我們只受理從本網站銷售的產品的退換貨。凡是從本網站以外商店購買的產品，請聯絡原購買商店進行退換貨。
每將訂單只能退換一次。
遺漏或錯誤送遞
請於收貨日期起計24小時內以WhatsApp與我們客戶服務員聯絡，我們將盡快為您處理。
並請於收到確認後之三天內將商品連同已填妥完成的退貨表格(請務必填寫所有資料)附在包裹內寄出，如有逾期狀況恕不受理。
錯誤送遞的產品我們會於收回退件後10個工作天內為您安排重新送出訂單，恕不接受退款或更換其他貨品，不便之處，敬請原諒。所有運送方式均按照原先訂單進行發貨，運費由ASTIRD全數承擔。
退貨流程
- 聯絡我們的客戶服務
whatsapp 至 +852 93116759 給我們的客戶服務部並說明有關要求。我們的客戶服務員將會要求您提供以下資料：
訂單編號：
聯繫方式：
購買日期：
退貨商品名稱及數量：
退貨原因：
- 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，訂單正本及包裝等所有資料一併包裝好。 - 確認退貨
商品回收後，我們的客戶服務員會檢查商品狀態是否符合退貨要求。退貨商品一經接納，我們會在收到退回貨品後10個工作天內盡快完成所需程序。 - 換貨安排
如您要求換貨，我們確認了退回的商品後，會於10個工作天內完成所有檢查及將安排速遞送到你原訂單的地收貨地。 - 退款安排
當我們確認了退回的商品，便會於10個工作天內完成所有檢查及處理退款申請。
當貨品通過安排退款確認後， 請提供香港個人銀行帳戶，以便我們將貨款及時退還給您。具體事宜將由客戶服務員聯絡您以協助辦理。
如當初貨品訂單有使用優惠碼，單一貨品退款將以優惠碼所扣減之總額除以訂單內之所有貨品作退款。而訂單一經退貨或退款，相關的優惠碼不可再次使用。
如有任何爭議，ASTRID保留最終決定權並擁有定義退貨商品是否符合退貨條件的最終決定權。