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FAQ

GENERAL

We are listening to you :

  • By phone : +852 29836833, From Monday to Friday between 10am to 12.30pm and 2pm to 6pm (excluding Saturday and Public Holidays)
  • By email : infohk@guerlain.fr
  • By contact form in the "CONTACT US" section at the bottom of Guerlain.com website




 

SHIPPING

The processing and preparation of orders are carried out from Monday to Friday with the exception of public holidays.

Orders will be dispatched within 3 to 5 working days upon us receiving your order.

- Free shipping for every order over HK$500

- HKD 30 delivery fee will be charged for order below HK$500

Guerlain.com/hk ships to Hong Kong SAR addresses only.

No, Guerlain.com/hk does not ship to PO boxes.

No, Guerlain.com/hk does not ship internationally at this time.





 

ORDERS AND PAYMENT

Payment for purchases on guerlain.com can be made using Visa, MasterCard and American Express.

Ordering from Guerlain online is safe and secure. Once you click on "Order Review," you're on a secure server that uses Secure Socket Layer (SSL) advanced encryption technology. Your credit card information is encrypted when it is transmitted to us and is stored in a secure environment. SSL makes it virtually impossible for unauthorized parties to read any of the information you send us via the secure server. In addition, we reinforce the security of payments by means of a 3D Secure system for Visa, Mastercard that are equipped to ensure enhanced security and strong authentication when you use your credit cards for online purchases. An additional step is taken at the time of payment, which enables verification of the identity of the credit card holder and validation of the transaction. Each bank has its own authentication. For any question regarding your 3D Secure code, please contact your bank directly.

Your products are presented with the greatest care in a elegant Guerlain's box. Each order will come along with Gift card. We also offer you the opportunity to write a personnalized message to your beloved ones.

Once your order is validated, you will receive an email confirming the order. If you are not receiving it, please check on your spam folder. You will also receive an email confirming the shipment of your order, and you can track your order by logging in to your account on Guerlain.com and go to "My orders".

You can track the progress of your order by logging in to your account then clicking on "My orders". Then click on the tracking number to track your order.

This same tracking number was also sent to you with your shipping confirmation email; enter it on the SF express courier website to track.

Unfortunately, we are unable to accommodate cancellation requests once your order has been shipped. If you wish to modify or cancel your order before that point, please contact our Customer Service Team at +852 29836833; our advisors will be very happy to assist you with your request.

You can check your previous orders by logging in into your account. Click on "My orders".

For every purchase from www.guerlain.com/hk and Guerlain stores, you are entitled to accumutate bonus points.

For every HK$1 you spend, you are entitled to 1 bonus point. From 25,000 points, you can redeem a gift or you can also choose to wait for a gift with higher point level. Once you have accumulated enough bonus points, you can redeem gifts before December 31 of the current year. Beyond this date, points acquired over the course of the year that have not been exchanged for any gift will be forfeited.


You can choose to collect your gifts directly from Guerlain stores, or to have them delivered to you as part of an order placed online within the limits of available stocks. Gifts are subject to change during the year.


If you want to check your balance points and redeem the gift, you can contact our Customer Service.





 

RETURN

Guerlain would like you to be pleased with your purchase and will gladly refund any unopened items purchased from guerlain.com within 7 days from delivery. Guerlain.com purchases cannot be exchanged or returned in-store.


To return your products please follow those steps :


(1) Contact Our Customer Service Team

Please reach out customer service via infohk@guerlain.fr or by phone at +852 29836833 from Monday to Friday 10am – 12:30pm, 2pm-6pm (excluding Saturday and Public Holidays). Our Customer Service will request for the following information for verification:

  • - Order number
  • - Product name and quantity which need to be refunded
  • - Reason for refund
  • - If request is being accepted, our customer service will appoint our assigned courier service provided to collect returned order. Please let our customer service know your available pick-up time. Return delivery cost will be borne by Guerlain.

(2) Pack the items

  • Carefully pack the items and gifts into the box and along with the delivery note.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. Guerlain reserves the right to deny returns for items that do not meet the return policy requirements.

(3) Return Confirmation & Receive a Refund


After we receive the returned goods, we will evaluate and contact you to arrange a refund. The refund will be returned to your payment account. The time required will vary depending on the card issuing bank. Please check with your card issuing bank for details."





 

ACCOUNT

You can create your Guerlain customer account by clicking on the "Your Account" section located in the menu at the top of our website. Then click on "Create an Account" and fill in the mandatory information marked with an asterisk. Finally, click on "Confirm". You will be sent a confirmation email to the address provided when creating your account. If you require assistance or further information, please contact our Customer Service.

To modify your personal data you can connect to "My account" section and access to your account. This section is only accessible once you're logged in

If you forget your password, click on "My account" and then on "Forgot my password". An email will be sent to you to reset your password.