shopping FAQs

How do I register on the Clinelle Hong Kong website?

Click on the Sign In 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.

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

• Choose the product you want and proceed to Checkout.
• At Checkout, enter your delivery information and choose your payment method.
• Place your order.
• You will receive an order confirmation from us and a payment confirmation email from the payment gateway (Alipay OR PayPal)

How do I track my order status?

You can track your order online 24 hours / 7 days by following these steps:

• Go to here
• Enter your tracking codePress "Track Now" to process

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.

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.

Will Clinelle products expire?

The unopened shelf life of our products is at least 6 months. Please keep the product in a dry and cool place to ensure its best condition.

What currency does Clinelle Hong Kong accept?

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

MasterCard, Visa Credit or Debit Cards only.

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:

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

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.

Online Banking:

Ensure that you have registered an online banking account with your local bank.

Ensure you have disabled your browser pop-up blocker in order to complete the payment window.

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.

How much is the delivery charge?

Clinelle offers FREE shipping throughout Hong Kong for online purchases worth HK$300 or above.
Shipping charges for orders worth below HK$300 are HK$40.

Clinelle offers FREE shipping throughout Macau / China for online purchases worth HK$800 / HK$1,500 or above.
Shipping charges for orders worth below HK$800 / HK$1,500 are HK$150.

Will deliveries be made to my P.O Box address?

No.

How long does product delivery take?

Hong Kong: 2 - 5 working days.
Macau & China: 3 - 10 working days. Delivery to rural or remote areas may take extra working days.

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 ship to Hong Kong, Macau and China only.

How do I request for a refund?

You may request for a refund within 30 working days from the date you received the products to the post stamp dated on the parcel you return to us, subjected to Clinelle Hong Kong's approval and on certain condition only.

Contact our helpful Customer Service team info@clinelle.com.hk, or 3900 1400, Monday to Friday (excluding Public Holidays) from 10am – 5pm for assistance.

I have received a damaged /faulty / incorrect product! How can I request for a product exchange?

Kindly contact Customer Service at 3900 1400, Monday to Friday (excluding Public Holidays) from 10am – 5pm for assistance. An exchange will be made for products of equal or lower value.

For complete details please refer to our Return and Refund Policy

When will I receive my exchanged product(s)?

All product exchanges take up to 14 - 21 working days (excluding Public Holidays) for processing and delivery.

For all further enquiries, please do not hesitate to contact us via email at info@clinelle.com.hk OR call us at 3900 1400, Monday-Friday (excluding Public Holidays) from 10am – 5pm for assistance.