YOU CAN USE THIS AREA TO CONSULT THE FAQS, FOLLOW YOUR ORDER AND TRACK YOUR RETURN.
PLEASE CONTACT BEAUTY QUEEN CUSTOMER SERVICE AT
+852 9107 2866.
SHOPPING
HOW DO I PLACE AN ORDER ONLINE?
YOU DO NOT NEED AN ACCOUNT TO PLACE AN ORDER ON BEAUTYQUEENHK.COM, THOUGH WE RECOMMEND CREATING ONE TO ENJOY EXCLUSIVE BENEFITS AND FASTER CHECKOUT IN THE FUTURE.
USE OUR NAVIGATION MENU TO EXPLORE PRODUCT CATEGORIES OR BROWSE FEATURED SELECTIONS ON OUR HOMEPAGE. IF YOU ARE LOOKING FOR SOMETHING SPECIFIC, YOU MAY USE OUR SEARCH BAR OR APPLY FILTERS TO REFINE THE RESULTS.
ONCE YOU'VE FOUND AN ITEM YOU LOVE, VISIT THE PRODUCT PAGE TO VIEW AVAILABLE SIZE, COLOR, OR VARIATION OPTIONS. YOU’LL ALSO FIND A DETAILED DESCRIPTION AND USAGE GUIDANCE UNDER "MORE DETAILS." CLICK THE PRODUCT IMAGE TO ENLARGE IT.
TO PURCHASE, SELECT YOUR PREFERRED OPTIONS AND CLICK "ADD TO CART." IF YOU WISH TO SAVE THE ITEM FOR LATER, YOU MAY CLICK "ADD TO WISHLIST."
WHEN YOU'RE READY TO COMPLETE YOUR ORDER, CLICK ON "CART" OR PROCEED DIRECTLY TO CHECKOUT.
FOR ANY ASSISTANCE, OUR CLIENT SERVICE IS HERE TO HELP.
CAN I SHOP THE ENTIRE PRODUCT COLLECTION ONLINE?
OUR WEBSITE FEATURES A CURATED SELECTION OF SKINCARE, MAKE-UP, SUPPLEMENTS, FRAGRANCES AND HAIRCARE PRODUCTS AVAILABLE FOR ONLINE PURCHASE.
FROM TIME TO TIME, CERTAIN ITEMS MAY NOT BE LISTED ONLINE DUE TO LIMITED AVAILABILITY OR EXCLUSIVITY.
IF YOU ARE UNABLE TO LOCATE A SPECIFIC PRODUCT, WE INVITE YOU TO CONTACT CLIENT SERVICE. OUR ADVISORS WILL BE PLEASED TO ASSIST YOU WITH PRODUCT INQUIRIES AND AVAILABILITY.
CAN YOU NOTIFY ME WHEN AN ITEM IS BACK IN STOCK?
TO RECEIVE A NOTIFICATION WHEN AN ITEM IS BACK IN STOCK, PLEASE USE THE “NOTIFY ME” OPTION AVAILABLE ON THE PRODUCT PAGE.
YOU MAY ALSO CONTACT OUR CLIENT SERVICE FOR ASSISTANCE.
HOW CAN I TRACK THE STATUS OF MY ORDER ONLINE?
YOU WILL RECEIVE EMAIL UPDATES AS YOUR ORDER IS PROCESSED. YOU MAY ALSO TRACK ITS STATUS BY LOGGING INTO YOUR ACCOUNT ON BEAUTYQUEENHK.COM.
IF YOU REQUIRE ANY ADDITIONAL INFORMATION, PLEASE CONTACT OUR CLIENT SERVICE.
I HAVEN’T RECEIVED MY ORDER CONFIRMATION AFTER 24 HOURS. WHAT SHOULD I DO?
IF YOU DO NOT RECEIVE YOUR ORDER CONFIRMATION IMMEDIATELY, PLEASE ALLOW A FEW MINUTES FOR PROCESSING, AS THERE MAY BE A SHORT DELAY.
WE ALSO RECOMMEND CHECKING YOUR JUNK MAIL FOLDER, AS THE EMAIL MAY HAVE BEEN FILTERED DEPENDING ON YOUR SETTINGS.
IF YOU HAVE STILL NOT RECEIVED A CONFIRMATION AFTER 24 HOURS, PLEASE CONTACT OUR CLIENT SERVICE FOR ASSISTANCE.
CAN I CANCEL OR CHANGE MY ORDER?
ONCE YOUR ORDER HAS BEEN SUBMITTED, MODIFICATIONS OR CANCELLATIONS CANNOT BE GUARANTEED; HOWEVER, OUR CLIENT SERVICE WILL BE HAPPY TO ASSIST YOU AND WILL DO THEIR BEST TO ACCOMMODATE YOUR REQUEST.
IF YOU WISH TO RETURN AN ITEM, PLEASE FOLLOW THE RETURN INSTRUCTIONS INCLUDED IN YOUR PACKAGE. ONCE YOUR RETURN HAS BEEN RECEIVED AND PASSES OUR QUALITY INSPECTION, YOUR REFUND WILL BE PROCESSED.
HOW CAN I FIND A PRODUCT IN A STORE NEAR ME?
YOU CAN CHECK THE AVAILABILITY OF A PRODUCT IN-STORE DIRECTLY FROM THE PRODUCT PAGE ON BEAUTYQUEENHK.COM.
PLEASE CLICK ON “CHECK AVAILABILITY IN STORE” TO SEE IF THE ITEM IS AVAILABLE AT OUR BEAUTY QUEEN BOUTIQUE.
IF THE PRODUCT IS AVAILABLE, YOU MAY CONTACT OUR STORE DIRECTLY FOR ASSISTANCE OR TO RESERVE THE ITEM.
WHAT IS THE BEST WAY TO EXPERIENCE BEAUTYQUEENHK.COM?
FOR AN OPTIMAL EXPERIENCE ON BEAUTYQUEENHK.COM, WE RECOMMEND USING THE MOST RECENT VERSION OF YOUR PREFERRED DESKTOP OR MOBILE WEB BROWSER.
IF YOU ENCOUNTER ANY ISSUES WHILE BROWSING, WE SUGGEST THAT YOU FIRST CLEAR THE COOKIES AND TEMPORARY FILES STORED ON YOUR DEVICE AND ENSURE THAT JAVASCRIPT IS ENABLED IN YOUR BROWSER SETTINGS.
SHOULD THE PROBLEM PERSIST, PLEASE CONTACT OUR CLIENT SERVICE AND PROVIDE THE FOLLOWING INFORMATION: YOUR OPERATING SYSTEM (SUCH AS MAC OS, WINDOWS, OR ANDROID), THE NAME AND VERSION OF YOUR INTERNET BROWSER (SUCH AS CHROME, SAFARI, OR FIREFOX), AND THE SPECIFIC URL YOU WERE ATTEMPTING TO ACCESS (FOR EXAMPLE, HTTPS://WWW.BEAUTYQUEENHK.COM).
PAYMENT
PAYMENT METHOD
BEAUTYQUEENHK.COM ACCEPTS CREDIT CARDS, INCLUDING VISA, MASTERCARD AND AMERICAN EXPRESS.
YOUR CARD WILL BE CHARGED ONLY WHEN YOUR ORDER HAS BEEN SHIPPED OR HAS ARRIVED IN STORE.
BEAUTYQUEENHK.COM FEATURES A FAST CHECKOUT OPTION, ALLOWING YOU TO SECURELY SAVE YOUR CREDIT CARD DETAILS FOR FUTURE PURCHASES, SO YOU WILL NOT NEED TO RE-ENTER THEM EACH TIME YOU SHOP.
BEAUTY QUEEN GUARANTEES THAT YOUR CARD WILL BE CHARGED ONLY ONCE FOR THE TOTAL AMOUNT OF YOUR ORDER. HOWEVER, YOU MAY NOTICE TWO ENTRIES ON YOUR STATEMENT: THE FIRST REFLECTS THE PAYMENT AUTHORIZATION REQUEST MADE AT THE TIME OF PURCHASE; THE SECOND CONFIRMS THE FINAL CHARGE ONCE THE ORDER HAS BEEN SHIPPED.
PLEASE NOTE THAT APPLE PAY IS CURRENTLY NOT AVAILABLE AS A PAYMENT OPTION FOR PRE-ORDERS.
CAN I USE MORE THAN ONE PAYMENT METHOD?
AT THIS TIME, ONLY ONE FORM OF PAYMENT MAY BE USED PER ORDER.
WHEN WILL MY ORDER PAYMENT BE PROCESSED?
YOUR CREDIT CARD OR SELECTED PAYMENT METHOD WILL BE CHARGED IMMEDIATELY UPON COMPLETION OF CHECKOUT.
IF YOU CHOOSE THE “COLLECT IN STORE” OPTION, PAYMENT WILL ALSO BE PROCESSED AT THE TIME OF CHECKOUT.
WHY WAS MY CREDIT OR DEBIT CARD DECLINED AT CHECKOUT?
IF YOUR PAYMENT HAS BEEN DECLINED, PLEASE FIRST ENSURE THAT THE CARD AND BILLING DETAILS YOU ENTERED ARE CORRECT — INCLUDING YOUR 16-DIGIT CARD NUMBER, THE SELECTED CARD TYPE, EXPIRATION DATE, AND THE CORRESPONDING THREE- OR FOUR-DIGIT SECURITY CODE. IF ALL THE INFORMATION APPEARS ACCURATE, WE RECOMMEND CONTACTING YOUR ISSUING BANK OR PAYMENT PROVIDER DIRECTLY, AS THERE MAY BE A BLOCK OR VERIFICATION HOLD ON THE TRANSACTION.
IF YOU ARE USING A SAVED PAYMENT METHOD IN YOUR BEAUTYQUEENHK.COM ACCOUNT, PLEASE CONFIRM THAT THE CARD HAS NOT EXPIRED, THAT THE BILLING ADDRESS ENTERED MATCHES THE ONE REGISTERED WITH YOUR CARD PROVIDER, AND THAT THE CVV CODE HAS BEEN ENTERED AGAIN AT CHECKOUT. FOR YOUR SECURITY, THIS CODE IS REQUIRED WITH EACH PURCHASE, EVEN WHEN USING SAVED CARD DETAILS.
IF THE ISSUE CONTINUES, WE RECOMMEND USING AN ALTERNATIVE CREDIT OR DEBIT CARD, OR WAITING 24 HOURS BEFORE ATTEMPTING THE TRANSACTION AGAIN.
ONLINE SHOPPING SECURITY
ON BEAUTYQUEENHK.COM, EVERY TRANSACTION IS PROTECTED WITH MAXIMUM SECURITY THROUGH SECURE SOCKET LAYER (SSL) ENCRYPTION. THIS TECHNOLOGY ENSURES THAT ALL PERSONAL AND PAYMENT INFORMATION IS SAFELY ENCODED AND CANNOT BE READ BY THIRD PARTIES. A LOCK ICON IN YOUR BROWSER'S ADDRESS BAR, ALONG WITH THE "HTTPS" PREFIX IN THE URL, CONFIRMS THAT YOU ARE BROWSING IN A SECURE ENVIRONMENT.
FOR YOUR CONVENIENCE, BEAUTYQUEENHK.COM ALLOWS YOU TO SAVE YOUR PAYMENT INFORMATION TO YOUR ACCOUNT. HOWEVER, FOR SECURITY REASONS, YOUR CVV CODE WILL ALWAYS BE REQUIRED AT THE TIME OF PURCHASE, AS WE DO NOT STORE COMPLETE CREDIT CARD DETAILS.
BEAUTYQUEENHK.COM ALSO SUPPORTS 3D SECURE AUTHENTICATION FOR CARDS EQUIPPED WITH THIS TECHNOLOGY, INCLUDING "VERIFIED BY VISA®", "MASTERCARD® SECURECODE", AND "AMERICAN EXPRESS SAFEKEY®", ADDING AN EXTRA LAYER OF PROTECTION DURING CHECKOUT.
OUR PAYMENTS DEPARTMENT MAY PERFORM FRAUD PREVENTION CHECKS BEFORE APPROVING YOUR ORDER, AND YOU MAY BE CONTACTED FOR ADDITIONAL INFORMATION TO VERIFY YOUR PURCHASE.
SHIPPING & TRACKING
WHAT SHIPPING METHODS AND RATES ARE AVAILABLE?
STANDARD DELIVERY – HONG KONG (SF EXPRESS):
1–3 BUSINESS DAYS. PLEASE NOTE THAT ORDERS MAY TAKE LONGER DURING PEAK PERIODS OR DUE TO DELIVERY RESTRICTIONS. THE ESTIMATED DELIVERY TIME WILL BE DISPLAYED DURING YOUR ORDER PLACEMENT.
SHIPPING FEE IS HKD 39 FOR ORDERS BELOW HKD 1,000 / COMPLIMENTARY FOR ORDERS AT HKD 1,000 OR MORE.
ORDERS PLACED ON WEEKENDS AND HOLIDAYS WILL BE PROCESSED ON THE FOLLOWING BUSINESS DAY.
INTERNATIONAL DELIVERY (UPS):
3–6 BUSINESS DAYS. PLEASE NOTE THAT ORDERS FOR SOME COUNTRIES MAY TAKE LONGER TO BE DELIVERED. THE ESTIMATED DELIVERY TIME WILL BE DISPLAYED DURING YOUR ORDER PLACEMENT.
SHIPPING FEE APPLIES TO ORDERS BELOW HKD 6,800 / COMPLIMENTARY FOR ORDERS AT HKD 6,800 OR MORE.
ORDERS PLACED ON WEEKENDS AND HOLIDAYS WILL BE PROCESSED ON THE FOLLOWING BUSINESS DAY.
PICK UP IN STORE:
1–3 BUSINESS DAYS. PLEASE NOTE THAT YOU WILL BE NOTIFIED WHEN YOUR ORDER IS READY FOR COLLECTION AT THE SELECTED STORE LOCATION.
THIS SERVICE IS COMPLIMENTARY.
ORDERS PLACED ON WEEKENDS AND HOLIDAYS WILL BE PROCESSED ON THE FOLLOWING BUSINESS DAY.
WHERE DOES BEAUTY QUEEN DELIVER?
WE DELIVER TO HOME AND BUSINESS ADDRESSES.
IF YOU WOULD LIKE YOUR ORDER TO BE DELIVERED TO A DIFFERENT COUNTRY, YOU CAN MAKE THE CHANGE BY CLICKING ON "COUNTRY/REGION" AND SELECT YOUR DELIVERY DESTINATION AT CHECKOUT WHEN YOU MAKE YOUR PURCHASE.
IS A SIGNATURE REQUIRED FOR DELIVERY OF MY ORDER?
A SIGNATURE IS NOT REQUIRED UPON DELIVERY.
SF EXPRESS AND UPS DO NOT REQUIRE A SIGNATURE FOR STANDARD DELIVERIES UNLESS OTHERWISE SPECIFIED.
IF NOBODY IS AVAILABLE AT THE DELIVERY ADDRESS, THE COURIER WILL LEAVE THE PACKAGE IN A SECURE LOCATION OR FOLLOW LOCAL DELIVERY PRACTICES.
PLEASE NOTE THAT ONCE THE PACKAGE HAS BEEN DELIVERED TO THE SPECIFIED ADDRESS, RESPONSIBILITY FOR THE ORDER PASSES TO THE CUSTOMER.
DO YOU OFFER GIFT WRAPPING AND PERSONAL MESSAGES?
THIS SERVICE IS NOT AVAILABLE AT THE MOMENT.
PLEASE STAY TUNED FOR FUTURE UPDATES AS WE CONTINUE TO ENHANCE YOUR SHOPPING EXPERIENCE.
HOW DO I TRACK THE PROGRESS OF MY ORDER?
UPDATES ON YOUR ORDER STATUS WILL BE SENT TO YOU BY EMAIL AND A TRACKING LINK WILL BE PROVIDED ONCE YOUR ORDER HAS BEEN DISPATCHED.
YOU MAY ALSO REGISTER AN ACCOUNT WITH BEAUTYQUEENHK.COM TO TRACK YOUR ORDER, ACCESS YOUR PURCHASE HISTORY AND VIEW YOUR E-RECEIPTS AT ANY TIME.
FOR MORE INFORMATION, PLEASE CONTACT OUR CLIENT SERVICE.
WHAT IS THE STATUS OF MY ORDER?
WHEN YOU ARE A REGISTERED USER ON BEAUTYQUEENHK.COM, YOU CAN TRACK YOUR ORDER, ACCESS YOUR PURCHASE HISTORY, AND VIEW YOUR E-RECEIPT AT ANY TIME.
ONCE YOUR ORDER HAS BEEN PLACED, YOU WILL RECEIVE A CONFIRMATION EMAIL, AND THE STATUS IN YOUR ACCOUNT WILL APPEAR AS “SUBMITTED.” SOME ORDERS MAY REQUIRE ADDITIONAL VALIDATION. WHEN APPROVED, THE STATUS WILL UPDATE TO “CONFIRMED.”
AS YOUR ORDER MOVES THROUGH PREPARATION, THE STATUS WILL CHANGE TO “IN PREPARATION.” WHEN YOUR ORDER IS READY TO SHIP, YOU WILL RECEIVE A SHIPPING CONFIRMATION EMAIL TOGETHER WITH YOUR INVOICE. AT THIS POINT, THE STATUS WILL APPEAR AS “SHIPPED,” AND YOUR PACKAGE WILL BE IN TRANSIT.
FOR FURTHER INFORMATION OR ASSISTANCE, PLEASE CONTACT OUR CLIENT SERVICE.
WHAT IF I DO NOT WISH TO KEEP MY ORDER?
YOU CAN PROCEED TO MAKE A RETURN BY FOLLOWING THE RETURN INSTRUCTIONS INCLUDED WITH YOUR ORDER.
PLEASE CONTACT OUR CLIENT SERVICE, WHO WILL BE HAPPY TO ASSIST YOU.
RETURNS & REFUNDS
HOW DO I ARRANGE A RETURN FOR MY ORDER?
ITEMS PURCHASED ONLINE MAY BE RETURNED WITHIN SEVEN (7) CALENDAR DAYS FROM THE DATE OF DELIVERY. RETURNS IN-STORE ARE COMPLIMENTARY. RETURNS BY MAIL ARE AT THE CUSTOMER’S EXPENSE, HOWEVER A RETURN LABEL IS PROVIDED WITH YOUR ORDER.
TO PROCESS A RETURN, PLEASE FOLLOW THE STEPS BELOW:
1. VISIT BEAUTYQUEENHK.COM/RETURNS. ENTER YOUR ORDER NUMBER AND THE EMAIL ADDRESS ASSOCIATED WITH YOUR ORDER. SELECT THE ITEM(S) YOU WISH TO RETURN AND PRINT THE RETURN DOCUMENTS.
2. CAREFULLY REPACK YOUR ITEM(S) IN THE ORIGINAL PACKAGING AND DELIVERY BOX TO PROTECT AGAINST DAMAGE IN TRANSIT. PLEASE INCLUDE THE PRINTED RETURN NOTE.
3. IF RETURNING BY MAIL, A RETURN SHIPPING LABEL IS PROVIDED FOR YOUR CONVENIENCE. PLEASE AFFIX THE LABEL TO YOUR PACKAGE AND ARRANGE THE SHIPMENT WITH THE CARRIER. THE RETURN SHIPPING COST WILL BE DEDUCTED FROM YOUR REFUND.
4. IF RETURNING IN-STORE, SIMPLY BRING YOUR ITEM(S) ALONG WITH YOUR ORDER CONFIRMATION OR RECEIPT WITHIN SEVEN (7) DAYS. THIS SERVICE IS FREE OF CHARGE.
ALL ITEMS MUST BE RETURNED IN THEIR ORIGINAL CONDITION AND PACKAGING.
PLEASE KINDLY NOTE, BEAUTY QUEEN IS NOT LIABLE FOR MERCHANDISE RETURNED THROUGH AN ALTERNATIVE CARRIER SERVICE OR WITHOUT USING THE PROVIDED LABEL.
FOR ASSISTANCE WITH YOUR RETURN, PLEASE CONTACT OUR CLIENT SERVICE.
RETURN TERMS AND CONDITIONS
YOU HAVE SEVEN (7) CALENDAR DAYS FROM THE DATE OF DELIVERY TO TRY YOUR PRODUCTS. IF YOU EXPERIENCE AN ALLERGIC REACTION, YOU MAY RETURN YOUR ITEM WITH ALL ORIGINAL PACKAGING INCLUDED.
ALL SKINCARE, FRAGRANCES, HAIRCARE, SUPPLEMENTS AND MAKE-UP MUST BE RETURNED WITH THEIR ORIGINAL BOXES, CONTAINERS AND ACCESSORIES. PRODUCTS WITHOUT ORIGINAL PACKAGING WILL NOT BE ACCEPTED.
PLEASE ENSURE THAT YOUR ITEMS MEET THE CONDITIONS ABOVE BEFORE INITIATING A RETURN. IF YOU NEED ASSISTANCE, PLEASE CONTACT OUR CLIENT SERVICE.
WHEN DO I RECEIVE MY REFUND?
YOUR RETURN WILL BE SENT TO OUR STORE TEAMS FOR QUALITY INSPECTION. THIS PROCESS CAN TAKE 4 TO 6 BUSINESS DAYS STARTING FROM THE DATE YOUR PACKAGE ARRIVES AT OUR BOUTIQUE. ONCE YOUR RETURN HAS BEEN ACCEPTED, WE WILL ISSUE A REFUND TO YOUR ORIGINAL PAYMENT METHOD WITHIN 4 BUSINESS DAYS. A CONFIRMATION EMAIL WILL BE SENT TO YOU ONCE YOUR REFUND HAS BEEN COMPLETED.
PLEASE NOTE THAT THE TIME REQUIRED TO SEE THE REFUND IN YOUR ACCOUNT WILL DEPEND ON YOUR BANK OR PAYMENT PROVIDER.
- CREDIT CARDS:
OUR BANK WILL ISSUE THE REFUND WITHIN 4 BUSINESS DAYS OF SENDING THE CONFIRMATION EMAIL. THE TIME REQUIRED FOR THE REFUND TO APPEAR IN YOUR ACCOUNT WILL DEPEND ON YOUR BANK.
IF YOU HAVE ANY QUESTIONS, PLEASE CONTACT OUR CLIENT SERVICE.
CAN I RECEIVE A REFUND ON A DIFFERENT CREDIT CARD?
FOR SECURITY REASONS, THE REFUND CAN ONLY BE ISSUED TO THE ORIGINAL METHOD OF PAYMENT USED FOR THE PURCHASE.
ARE DELIVERY CHARGES AND RETURN SHIPPING COSTS REFUNDABLE?
DELIVERY CHARGES ARE NON-REFUNDABLE.
RETURN SHIPPING COSTS ARE AT THE CUSTOMER’S EXPENSE.
I LOST MY RETURN LABEL. HOW DO I REQUEST A NEW ONE?
IF YOU MISPLACED YOUR RETURN LABEL, PLEASE CONTACT OUR CLIENT SERVICE. A PRINTABLE RETURN SHIPPING LABEL WILL BE SENT TO YOU BY EMAIL.
PLEASE NOTE THAT A PRINTER IS REQUIRED TO PRINT THE REPLACEMENT LABEL, AND THE SHIPPING COST WILL BE AT YOUR EXPENSE.
CAN I SHIP MY RETURN WITH A DIFFERENT CARRIER?
WE RECOMMEND USING OUR RETURN SHIPPING METHOD PROVIDED BY SF EXPRESS AND UPS. PLEASE NOTE, BEAUTY QUEEN IS NOT LIABLE FOR MERCHANDISE RETURNED THROUGH AN ALTERNATIVE CARRIER SERVICE.
