*Please note*

- For non-defective products, we only offer refunds via voucher (applicable on femance-official.com only). 

- Customers will be responsible for the return shipping cost. 

- Please note that all Sale and Customized products are not eligible for an exchange or return. 

- The original shipping fees are not refundable. 

- We reserve the right to refuse any return on merchandise that does not meet our return requirements.

- A 7-day inspection period only applies for online orders.

Return Request 

Please contact iartasiapac@hotmail.com with the subject "Exchange/ Return Request" and provide your order number, name for the order, and phone number in the body of the email. Describe the reason for your return, specifying whether it is for the appraisal period or due to a defective product. If it's a return due to a defect/ damage, please provide a clear photo(s) or video of the damaged/ wrong product. For non-defective products, please also provide a clear photo(s) for record that the products are in perfect condition before returning. 

After receiving your returned product, please allow us 3-5 business days to process your return request. We’ll verify if the returned product matches the reason stated in the email and our *return policy*. When the refund is processed, you will receive a confirmation email regarding the refund. Please be sure to check your email for this notice. 

*Return Policy: Return items must be in their unused original condition with item tags attached and any related accessories or instruction booklets included. Incomplete, damaged, worn, soiled or altered returns or anything ART ASIA PACIFIC reasonably believes has been used, will not be accepted and therefore sent back to the customer.* 

CAN I RECEIVE MY REFUND ON A DIFFERENT PAYMENT METHOD THAN THE ONE USED FOR THE ORDER?

For security reasons, we are unable to refund to a different payment method or card than the one used for the purchase.

CAN I EXCHANGE/RETURN IN-STORE FOR ONLINE PURCHASES VICE VERSA?

Our partnered retail stores are managed separately therefore customers should contact online/ original stores for any exchanges or returns requests.

WHAT ARE THE SHIPPING COSTS?

We offer free worldwide shipping on orders over HKD 2500. Shipping costs are calculated automatically at checkout and depend on:

• Destination country/location
• Size/weight of the package 

The prices will be displayed at checkout (excluding tax and duties). If the customer refuses to receive the parcel, the products will be returned to the Hong Kong warehouse. All related costs (return shipping, etc.) will be deducted from the refund. 

Please note that an additional cost will be charged if the address information changes after the parcel is shipped.

WHAT IS THE DELIVERY TIME?

FEMANCE offers express shipping on all orders. Once the order is placed, it will be processed within 1-3 business days. During peak seasons like Sale and holiday period, there may be a delay in our order processing time. Delivery times will vary depending on the destination:

Orders shipping to Hong Kong: 1 - 2 business days 

Shipping carrier: SF Express 

Orders shipping to Macau, Mainland China and Taiwan: 2 - 4 business days 

Shipping carrier: SF Express 

Orders shipping internationally: 4 - 7 business days

Shipping carrier: SF Express/ EMS

（Delivery times exclude customs clearance)

We work primarily with SF Express and EMS, and will provide tracking details for your order by email as soon as it has been dispatched. 

CAN I CHOOSE A DELIVERY DATE AND TIME?

Unfortunately, it is not possible to choose a specific delivery date and time.

HOW CAN I TRACK MY ORDER?

As soon as your order has been dispatched, you will receive a shipping confirmation email with tracking details including the shipment number and carrier. You may also log into your account anytime to retrieve this information.

Are Your Products Suitable for Sensitive Skin?

We offer a variety of products suitable for sensitive skin. If you are concerned about allergic reactions, we recommend performing a patch test first or contacting our customer service team for advice.

🛍️ Ordering & Payment

How Can I Place an Order for Beauty Products?

You can place an order through the following methods:

• Online purchase
• Phone order
• Contacting customer service via WhatsApp / Email

What Payment Methods Do You Accept?

We accept the following payment methods:

• Credit card
• Bank transfer / ATM payment
• In-store payment

🚚 Shipping & Pickup

Can I Modify or Cancel My Order?

Once an order has been shipped, it cannot be cancelled.

🎟️ Booking Beauty Treatments

How Can I Book a Beauty Treatment?

You can book a treatment through the following methods:

• Submit an inquiry via our online system
• Phone booking
• Contact customer service via WhatsApp

Can I Change or Cancel My Appointment?

• Changing an appointment: Please contact us at least 24 hours in advance so we can arrange a suitable time.
• Canceling an appointment: If you need to cancel, please notify us at least 48 hours in advance. Last-minute cancellations may require a partial fee (please refer to our booking policy for details).

🔄 Returns & After-Sales Service

Can I Return or Exchange a Product?

• Beauty products: Due to hygiene reasons, opened or used products cannot be returned or exchanged.
• If you receive a defective or incorrect product, please contact our customer service within 7 days, and we will arrange a replacement or refund.