• RECEIVE 12% OFF ENTIRE STORE! USE CODE: EASTER19
  • FREE INTERNATIONAL DELIVERY UPON HKD1150 PURCHASE!

FAQ

How can I find the status of my order?

You can find the status of a particular order and view your order history on the order status tracking page.

 

Can I amend or cancel my order?

We're sorry to advise that in most circumstances it's not possible to make changes to* or cancel your order once placed.

*This includes any delivery address changes you may request.

 

I forgot my password, how do I log in?

If you have forgotten your password, please click on "Forgot Your Password?" below Sign In.

You will be asked for your login email address to reset your password. An automatic email will be sent to you within an hour, simply follow the instructions to reset your password. 

 

How do I qualify for free shipping?

The Makeup Room offers FREE STANDARD SHIPPING on all Hong Kong merchandise orders of HKD500 and over. For shipments with order less than HKD500, there is a delivery charge of HKD35 for standard shipping. Our standard delivery time is 3-4 business days. Promotional code does not apply.

For international shipping, FREE STANDING SHIPPING for orders over USD150. For orders below USD150, there is a delivery charge of USD35 for standard shipping.  Standard delivery time varies from 5 to 20 business days depending on different countries.

 

What is the returns policy?

- Product exchange will be issued for any full priced unopened merchandise that must be returned with original packing within 10 days of delivery date.

- All products to be exchanged must be accompanied by original receipt and return to: 

Attn: Customer Service

Unit 521, 5/F, Radio City, 505 Hennessy Road, Causeway Bay, Hong Kong

- No exchange will be accepted if the products are on any sale, used, opened or damaged.

- Each item can only be exchanged once.

- No refunds will be issued.

- To return any items, please contact Customer Service at 3188 5779 / WhatsApp 5547 0712 / email info@themakeuproom.comhk from Monday to Friday, 1:00pm – 8:00pm.

- Postage will not be refunded, if applicable.

- Please allow one to two weeks from the date you return the product for exchange progress. You will be contacted once your exchange is completed.

- The Makeup Room is not responsible for any damage after delivery.

- All claims for shortages must be reported to Customer Service on the date of delivery.

- The Makeup Room reserves the right of final decision in case of any dispute.