Quick Links: Shipping Returns & Exchange Billing Order

Shipping

When can I expect to receive my package—are there currently processing or shipping delays?

We are working closely with our external partners and carriers to ensure your products can reach you as quickly as possible.

See below for the most up-to-date information:

Domestic:

Flat shipping rate of HKD40 per order

Free shipping with minimum spend of HKD350

For deliveries in Hong Kong, you can expect to receive your order within 2-4 business days from your order dispatch day. We also welcome you to pick up your order in store.

International:

Flat shipping rate of HKD100

Free shipping with minimum spend of HKD800

For international deliveries, you can expect to receive your order within 7-14 days starting from your order dispatch day.

All domestic and international deliveries will come with a tracking number. 

What countries do you ship to?

United States, Canada, Mexico, Brazil, France, Belgium, Germany, Netherlands, Switzerland,

Luxembourg, United Kingdom, Ireland, Spain, Portugal, Denmark, Finland, Norway, Sweden,

Latvia, Poland, Austria, Hungary, Serbia, Turkey, Israel, Lebanon, Russia, Mainland China, Japan, South Korea, Macao, Vietnam, Cambodia, Singapore, Malaysia, Thailand, Philippines, Indonesia, Australia, New Zealand and South Africa. 

When will my order ship?

Here’s how it works: you order, we process, then we ship. Ordering takes a few seconds. Processing takes 1 to 2 business days. Then one of our carriers takes it from there. You’ll get a shipment notification email with a tracking number as soon as your package ships. It’s on the way!

I'm having problems with the tracking.

Sorry about that! In a few cases, the carrier takes 1-2 business days to register your shipment status. If your tracking number isn’t updating or working at all, please reach out to us as soon as you can via orders@outofcolours.com. We can give you the inside info.

Will my package be charged delivery/customs fees?

All international orders are subject to customs and duty fees as defined by the country of import. Shipping fees paid during checkout do not include taxes and import duties. Unfortunately, we are unable to provide information on whether you may or may not be charged customs/duty fees. Duties will be determined by the country of import of your order based off product value. For the most accurate and up to date information, it is best to check with your local customs office before placing an order.

All fees must be paid by the parcel recipient. If you refuse the parcel upon delivery or if the parcel is unclaimed, the fees incurred for the return of the parcel (duties, taxes, return fees) will be payable by you before re-delivery can be arranged. 

Am I eligible for free shipping?

Domestic orders over HKD350 and international orders over HKD800 are eligible for free shipping.

Can you tell me about fulfilment safety during the pandemic?

The safety of our team and customers is our top priority. We’re monitoring the situation very closely and working with our external fulfilment partners who are committed to taking all necessary safety precautions.

Returns & Exchanges

How do I place a cancellation order?

Most of our products are customized and cannot be resale. Once an order is placed, you are unable to cancel the order. All sales are final. We are sorry for any inconvenience!

What’s your return policy?

Unfortunately, due to the nature of hygiene on cosmetics products, we have a no return, refund, or exchange policy except for damaged and faulty items. We apologize for any inconvenience this may cause.

We’re really sorry if you’ve received a faulty item. Please email us with a photo of evidence and order number to orders@outofcolours.com. Our customer care team will gladly help you further.

What should I do if I receive the wrong product(s)?

If you received a product different from the one that you ordered, sorry about that! Please get in touch with our Customer Care team at orders@outofcolours.com

Billing

When will my credit card be charged?

Your credit card will be charged as soon as your order is accepted and processed.

Can I save my credit card/ remove a saved payment method?

Of course! To make shopping quicker in future, you have the option to safely store your credit card details. If you need help, email us at hello@outofcolours.com.

What forms of payment do you accept?

We accept VISA, Mastercard, American Express, PayPal, Shop Pay, Apply Pay or Google Pay. Unfortunately, we cannot accept bank deposit, money orders or cash on delivery.

Order

Can I cancel my order after I’ve placed it?

Unfortunately, no. Once an order is placed, you are unable to cancel the order. All sales are final. So sorry for any inconvenience!

How can I modify my order after I’ve placed it?

Please email us at orders@outofcolours.com as soon as possible if you would like to change your order. Our fulfillment center processes orders quickly, but we’ll do our best to process your request if its an order made within 3 hours.

What should I do if my order hasn’t been delivered?

We’re so excited for you to receive your order! If your order is shipping to a domestic address, shipping typically takes 2-4 business days. If shipping internationally, shipping may take 7-14 business days. Please note that business days do not include weekends or holidays! We recommend you to check your order status with the tracking number provided on your dispatched order email.

If your order has exceeded typical shipping times, please email us at orders@outofcolours.com with your order number and tracking information so that we may assist you further.

How can I check the status of my order?

Please refer to your confirmation dispatched email sent to you.

I received my package and have a problem!

We do our best to get your order to you in perfect condition, but we understand that mistakes can happen. As we adore our customers, your complete satisfaction is our top priority and we will gladly assist you with any issues with your order. Please email our Customer Care Team at orders@outofcolours.com within 14 days of delivery, with your order number and tracking information so that we may help you further. 

• the stamped initial/number on the outside of your box,
• the order packing slip with the stamped initial visible,
• a picture of the incorrect product, with a picture of the bottom/side label of the product so we can see,
• and a list of the item that are wrong/missing.

Can I use multiple promo codes at checkout?

You can use one promo code per order. If you’ve encountered two valid promo codes during your travels through the Internet, please choose the one you want to use more.

Can I use a promo code on top of another promotion?

Other offers advertised on the website without a code will be automatically applied and cannot be used along with a separate promo code. If your order qualifies for an advertised offer and you also enter a promo code, we’ll apply the best deal.