• Account Registration And Password Retrieval

• Online Shopping

• Online Payment

• Delivery Enquiries

• Refund / Exchange Enquiries

• Promotion And Discount

• Free Travel Size / Gift

• General Enquiries



Account Registration And Password Retrieval


How do I register on the Clinelle website?
It’s easy! Click on the Login / Register button on the top right corner of the website and you will be directed to an online registration form.


Forgot my password?
Click on the Forgot Your Password link in the Sign In page. You will be directed to the password retrieval page. Enter your e-mail address and we will immediately send a temporary password to you. Once you have successfully accessed your account, remember to update your password immediately.


How do I change my contact or address details?
You can go to My Account > My Dashboard page and change your details here.




Online Shopping


How can I make an online purchase without an account on the Clinelle website?

1. Choose the product you want and proceed to Checkout

2. At Checkout, enter your delivery information and choose your payment method

3. Place your order

4. You will receive an order confirmation from Clinelle website; and a payment confirmation email from the payment gateway


How do I track my order status?
You can track your order online 24 hours / 7 days by following these steps:

1. You will receive an email notification once the products has been shipped

2. You will provide a tracking code and you will able to track the shipment status via the courier service website


Will I receive an order confirmation after placing an order?
An immediate confirmation with order summary will be sent via email. Order tracking email notifications will also be sent to keep you updated frequently on your order status.


Can I change or cancel an item in my existing order?
However once you have confirmed your order and finalized payment, no changes can be made to the order. We advise that you carefully review and modify your order before payment submission.


Will I receive any product sample with my order?


Please take note that:

  • Sample is limited and changes occasionally.
  • Due to the limited nature of the free sample we are unable to reship samples if they arrive damaged
  • Sample will ship with your purchased orders only.


How can I cancel my order?
Once your order has been submitted successfully and payment is received for your purchase, no further changes can be made. We advise that you carefully review and modify your order before payment submission.


What do the order statuses PENDING PAYMENT, CANCELLED, PROCESSING and COMPLETE mean?

PENDING PAYMENT: Awaiting payment confirmation.

CANCELLED: Cancelled by an admin / the customer or payment failed.

PROCESSING: Payment received and stock has been reduced. The order is awaiting fulfillment.

COMPLETE: Order fulfilled and tracking code is available.




Online Payment


What currency does Clinelle website accept?

We only accept payment in Hong Kong Dollar (HK$) via:

  • We accept payment MasterCard, Visa Credit, Paypal and Alipay.


Do you keep my credit card details?
We do not retain your credit card information after your order is completed; it is submitted directly to our banks..


How can I know if my payment was successful?
Upon payment success, you will receive an on-screen prompt to inform you that the payment has been received. You will also receive an invoice from us AND a payment confirmation from the online payment portal via email. Alternatively, you may check the status of your order via My Dashboard.


Why would my payment be rejected?

Credit Card

1. Check with your bank to ensure there are funds available to pay for your order.

2. Secondly, if you are using a MasterCard or Visa credit or Debit card to pay your order, we suggest you confirm that your card is activated and that your 3D secure details have been entered correctly.

Note: Only credit cards issued by local banks are accepted.


What is 3D Secure?

3D Secure is a security feature which ensures payments using certain credit and debit cards are authenticated by the card holder with their bank at the time of the transaction. 3D Secure is the common name for the technology behind MasterCard SecureCode (MSC) and Verified by Visa (VbV).

Your 3D Secure password is setup between you and your bank to further secure transactions made over the internet. If your card is enrolled with 3D Secure, during the payment procedure you will be prompted by your bank to enter a unique password to verify that the transaction is authorized by the card owner before completion.


For instance:

After submitting your MasterCard or Visa Credit or Debit card details at checkout, you will be prompted to key-in a unique security code which you will receive via SMS from your bank. This special security feature is a 3D Secure code.
Failure to submit details of your payment or password correctly will result in an unsuccessful online transaction.

For further assistance or inquiries, please do not hesitate to Contact Us.




Delivery Enquiries


How much is the delivery charge?

Delivery charge per order in HK

Clinelle Hong Kong offers FREE shipping for online purchases worth HK$300 or above.

We will charge extra HK$40 for orders below HK$300.


Delivery charge per order in Macau and China

Clinelle Hong Kong offers FREE shipping for online purchases worth HK$800 or above for Macau, and HK$1500 and above for China.

We will charge extra HK$150 for orders below that. 



Will deliveries be made to my P.O Box address



How long does product delivery take?

Delivery will take 2-5 working days for shipping in HK and 3-10 working days for shipping to China and Macau.


Can I schedule the delivery of my order?
Our courier service providers are unable to provide scheduling of deliveries; therefore we cannot guarantee delivery of your order for a specific time or date.


Do you ship internationally?
We currently only ship to HK, Macau and China.


Please click here for more information.




Refund / Exchange Enquiries

We do not provide for any return and/or refund of our product unless it was incorrectly delivered or its packaging was damaged during transit. Customers are advised to inspect the general condition of the products immediately upon receipt of the delivery. No claims shall be entertained once the delivery order has been accepted by customers.


Please click here for more information




Promotion And Discount


How do I apply discount code?

Enter your Discount code in the 'Enter Promo Code' box on the Cart Page. Please ensure the code you entered matches exactly with the one you have received (Discount Coupon codes are case sensitive). Click 'APPLY' button after entering your code.


Why my discount code could not be applied to my order?

Please ensure you fulfil the requirements to use the code.

• Check if the code has minimum order amount

• Check if the code is only for first time customer

• Check if the code is only valid for certain Products or Brands

• Check the expiry date of your code


New member discount code

• Ensure code is correct - CL1604HK to receive10% off order.

• Is applicable on first purchase only

• Discount not applicable on items on sale and promotion


Why is my discount / credits not reflected in the total?

Typically, only one of Discount or Credits can be used with an order.Discount is one-time use only unless otherwise stated. Discount is not valid with sale items or with any other discount or promotion. If you believe this is not the case or have other troubles using a discount coupon-code or credits, do not hesitate to contact us.




Free travel size /gift

• Free travel size products / gifts are limited and changes occasionally

• Substitutions will be made for out-of-stock

• Due to the limited nature of the free travel size products / gifts, we are unable to reship travel size / gifts if they arrive damaged, if you received the wrong one or if one is missing from your order

• Free travel size products / gifts shipped with your purchased orders only

• Free travel size products / gifts giveaway per transaction





General Enquiries

For all further enquiries, please do not hesitate to contact us via email at info@clinelle.com.hk OR call us 3900 1408, Monday-Friday (excluding Public Holidays) from 9.30am – 5.30pm for assistance.