Returns

1CAN I RETURN AN ITEM PURCHASED IN A STORE TO MACCOSMETICS.COM.HK?

Returns or exchanges for purchases made in a M·A·C retail store or department store counter location may not be returned to maccosmetics.com.hk If the item you wish to return was not purchased through maccosmetics.com.hk, we recommend returning to the place of purchase for resolution.

2CAN I RETURN AN ONLINE PURCHASE TO A STORE?

Returns or exchanges for purchases made online may not be accepted for return or exchange at a M·A·C Counter. At maccosmetics.com.hk, we offer a hassle-free return policy for purchases made online. If for any reason you are not satisfied with your maccosmetics.com.hk purchase, we will be happy to exchange the item or issue a refund upon its return. To view our return and exchange policy, please click Here

 

Orders and Purchases

3WHEN WILL I RECEIVE MY ORDER?

For information on a specific order you've already placed, click here to sign in and check your Order Status.

4DO YOU ACCEPT INTERNATIONAL ORDERS?

We currently accept orders for delivery within Hong Kong, SAR of China and Macau only. We apologize for any inconvenience.

5MY INTERNET SERVICE PROVIDER FILTERS UNWANTED EMAIL AND SPAM. COULD THESE FILTERS BLOCK EMAIL THAT I WISH TO RECEIVE?

Yes, they may. Spam filters can restrict wanted email as well as unwanted email. If you believe this is happening, please consult the help section of your email program or contact your ISP directly to see how to relax or remove the settings that filter or block email.

Many email programs allow you to designate messages from maccosmetics.com.hk as legitimate email, ensuring that all future correspondence regarding your maccosmetics.com.hk order will be accepted. If you have further questions, please contact us at cs@maccosmetics.com.hk

6WHERE IS MY ORDER?

You can access your order status by signing in and viewing in your account. You may also reach us via cs@maccosmetics.com.hk or call 31014919.

7HOW DO I CHANGE OR CANCEL MY ORDER?

Please email cs@maccosmetics.com.hk and we will do our best to accommodate your request to change or cancel your order. However, we are unable to accept order cancellation or exchange requests if the order is already being processed.

8WHY IS MY FAVORITE PRODUCT DISCONTINUED? CAN I STILL PURCHASE IT?

Decisions to discontinue or introduce a product or size are made in response to consumer preferences and purchasing patterns throughout the country. We are happy to assist in finding you a new alternate favorite.

9CAN'T FIND THE ANSWER YOU ARE LOOKING FOR?

Please email cs@maccosmetics.com.hk to contact our Customer Service directly.

10ARE THE ONLINE OFFERS APPLICABLE IN STORES AND COUNTERS?

The offers are exclusively for Online purchases. They are not available in stores and counters.

11DO I GAIN MEMBERSHIP POINTS WHEN I PURCHASE PRODUCTS ONLINE?

Membership points program is yet to be available. Purchases made online are not calculated as store membership points.

12HOW TO KNOW IF MY ORDER HAS BEEN RECEIVED?

You will receive an Email after placing the order. If the payment status shows to be successful, your order is confirmed. You may also login to ‘My Account’ to view the order status.

13HOW TO USE THE DISCOUNT CODES?

Exclusive offers are updated frequently on our online site. Once your purchase meets a certain criteria, you may apply discount codes to get free gifts. To use a discount code, you may enter the code on the right of Shopping Bag page or Checkout page. Enter the code in the box and click ‘APPLY CODE’. Note that some promotions are not applicable to gift set purchases. Should you have any inquiries, please contact our customer service via cs@maccosmetics.com.hk or at 31014919 (Monday to Friday 9am-6pm).

14WHAT SHOULD I DO IF THE PRODUCT I WANT TO BUY IS OUT OF STOCK?

You may click ‘Notify Me’ on the product page and submit your email address. Once the product is available, we will send you an email notification.

 

Payment

15IS IT SAFE TO USE MY CREDIT CARD?

At maccosmetics.com.hk, we understand how important security is to you. When you order online with us, we use Secure Socket Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date. You can be assured that your order will be placed safely and securely. We have used government approved encryption software. To find out more about SSL encryption software please go to: http://www.netscape.com/security/techbriefs/ssl.html?cp=sciln. In order for encryption to take place, your browser must have the SSL protocol. The following browsers have this software:

Internet Explorer 6.0 or higher
Firefox 1.0.4 or higher
Safari (MAC Only)

16WHY IS MY CREDIT CARD REFUSED?

Your credit card may be refused for any of the following reasons:
- The card may have expired. Please check if your card is still valid.
- You may have reached your credit limit. Please contact your bank.
- The information you entered might be incorrect. Please check that all the required fields were filled in correctly.

17WHAT SHALL I DO IF I COULD NOT COMPLETE THE CHECKOUT PROCESS?

If you are sure you have entered all correct information but cannot complete the checkout process, please contact our customer service via cs@maccosmetics.com.hk or at 3101 4919 (Monday to Friday 9am-6pm).

18WHAT SHALL I DO IF MY PAYMENT IS DECLINED?

Please contact your bank or credit card company first. Authorization is between our banking provider and your financial institution. However, if you encounter any further difficulties or have any additional questions, please contact our customer service via email cs@maccosmetics.com.hk or at 3101 4919 (Monday to Friday 9am-6pm).

 

Our Products

19WHERE CAN I BUY M·A·C PRODUCTS?

To purchase M.A.C products, you can shop online right here at maccosmetics.com.hk . If you would like to visit a M.A.C Cosmetics counter near you, please visit our Store Locator.

20WHAT IF I WANT TO OPEN MY OWN M·A·C STORE?

Thank you for being a loyal M·A·C fan! We are always looking for bright, energetic individuals to represent us. To learn more, feel free to contact us now. Please be advised that persons purporting to represent M·A·C have been offering fraudulent franchise opportunities on various website. Please do not respond to any such solicitations, and if you are contacted directly regarding any such opportunities, please do not pay any money and immediately contact Copyright Agent c/o Legal Department at copyright@estee.com.