Hong Kong service area
Orders can currently be placed only for delivery to a valid Hong Kong address. This reflects the markets in which our present product compliance and service arrangements are established.
Visitors outside Hong Kong are welcome to browse the site and journal, but checkout is not yet available for overseas delivery. We will update this policy before opening another market.
Preparation and delivery
Orders are normally prepared within one to two business days, excluding Hong Kong public holidays and announced studio closures. Standard Hong Kong delivery is usually completed within two to four business days after dispatch.
Delivery times are estimates rather than guarantees. Severe weather, access restrictions, peak periods, and circumstances outside our reasonable control may add time. Tracking or delivery updates will be sent when available.
Delivery charge
Standard Hong Kong delivery is complimentary when the merchandise subtotal is at least USD 75 or its displayed-currency equivalent. Below that threshold, the standard delivery charge is HK$50, converted into the currency selected at checkout.
The checkout page shows the final delivery charge before payment. No overseas customs duties are charged because we do not currently accept delivery addresses outside Hong Kong.
Address changes and delivery issues
Contact us as soon as possible if an address needs correction. We can only change or cancel an order before it enters fulfilment. Once a parcel has been handed to the carrier, rerouting is subject to the carrier’s rules and may incur a fee.
If tracking has not moved for an unusual period, or a parcel is marked delivered but cannot be found, contact us promptly. We will investigate with the carrier. Orders delivered to an address entered incorrectly by the customer may not qualify for replacement, but we will try to help recover them.
Returns
A product purchased from floreoaetas.com may be returned within 30 calendar days of delivery when it is unopened, unused, in its original packaging, and its hygiene or tamper seal remains intact. Opened skincare cannot be returned unless it is faulty.
Email us before sending anything back. Include the order number and the item you wish to return. We will provide return instructions and the correct Hong Kong return address. Unauthorised returns may be delayed or refused.
Damaged, faulty, or incorrect items
Inspect the parcel on arrival. If an item is damaged, faulty, or different from what you ordered, contact us within 48 hours of delivery with the order number and clear photographs of the item, packaging, and shipping label.
After review, we will arrange a replacement or refund and cover reasonable return costs where a return is required. Your rights under applicable Hong Kong consumer law remain unaffected.
Refunds and exchanges
Approved refunds are made to the original payment method after the returned item has been received and inspected. Please allow 5–10 business days after approval for your bank or card issuer to post the credit.
Original delivery charges and voluntary return postage are not refundable, except where the item is faulty or we sent the wrong product. We do not process direct exchanges; return the eligible item and place a new order instead.
Private care delivery
A customer in Hong Kong who completes an eligible paid order containing the designated serum and emulsion may request a precise appointment between 09:00 and 20:00 for delivery and personal guidance on using both products.
Availability is limited and every request requires confirmation. The guidance is cosmetic and educational, not medical advice, and does not replace consultation with a qualified healthcare professional.