Purchase Related Policies and Procedures
You may pay for our services using Visa, MasterCard and AE Credit Card. When providing credit card information, the credit card must be your own. If the credit card does not belong to you, you must have permission from the account holder to use their card for your transactions.
We do not accept personal checks, money orders or direct bank transfers. Please note, items will not be shipped until the transaction has been cleared.
2. Order Confirmation
An email confirmation will be sent once payment has been received. Once the order has been confirmed, the item(s) will be processed, packed and shipped out and as such, it will not be possible to cancel your order.
3. Order Modifications
Please contact us as soon as possible if you need to modify or cancel your order. Modifications and cancellations can only be made before the order has been packed. We will not accept any modification or cancellation requests after the order has been packed or shipped.
4. Shipping Confirmation
Once your order has been dispatched, shipping confirmation email will be sent. Please keep this email as a reference as it will also include your order tracking number, carrier and instructions on how to track your package. When you received your package, the customer service staff will contact you by phone to know about the satisfaction of the product and online shopping process.
5.1. All the delivery services will be provided by SF Express, and you can enjoy free shipping for all products (excluding any additional surcharges).
5.2. The delivery service is only available in Hong Kong and Macau and is limited to fixed address. The delivery locations include Hong Kong Island, Kowloon, New Territories and Outlying Islands (Lantau Island, Ma Wan, Cheung Chau, Peng Chau and Lamma Island) and Macau.
5.3. For other delivery address, please first check with the customer service before purchase.
5.4. Delivery service does not apply to non-fixed addresses, PO Boxes and Frontier Closed Areas.
5.5. All the goods will be shipped within 2 working days after placing an order. (from the day after the order is submitted).
5.6. Upon order dispatched, goods will be delivered to the delivery address within 2-3 working days; for remote area of Hong Kong, delivery will take 3-4 working days from order dispatch.
5.7. Limited delivery services will be offered on Sundays and public holidays by SF Express. For any inquiry regarding the delivery services, please contact SF Express Customer Service Department.
5.8. For extreme weather conditions such as typhoon signal No. 8 or the black rainstorm warning is hoisted on the day of delivery, we will try our best to arrange the shipping on the next working day.
5.9. Please be reminded that all shipping time is estimated only. The company is not responsible for any loss or damage that may result from delays in delivery.
5.10. If you need to change your address after order dispatch, please contact SF Express for further arrangement, and the additional costs incurred must be paid by you.
5.11. If you are unable to collect the parcel for personal reasons, please contact SF Express for further arrangement immediately. Please noted that the delivery order might be cancelled for repeated delivery failure, while the Company may not make a refund.
SF Express customer service hotline and office hours:
Hong Kong: +852 2730 0273
Macau: +853 2873 7373
Monday to Friday: 08:00 - 20:30
Weekends and Public Holidays: 08:00 - 20:00
5.12. In case of any dispute, SWISSLINE BY DERMALAB reserves all rights for final decision.
6. Returns & Exchanges
6.1. We provide you with "14 days Unconditional Return and Exchange". Starting from the date you receive the goods (subject to the date of receipt), you can return or exchange the goods you purchased for any reason (promotion items are subjected to the terms of the corresponding events). Each order can return once only.
6.2. For unconditional return applications, please confirm that the returned goods do not affect the secondary sales, and ensure that the goods are new and the packaging is intact, otherwise we will not accept the application. Products that are discounted, packaged, opened, damaged or destroyed cannot be returned.
6.3. Please visit our stores in Hong Kong for proceeding the goods return and exchange. Please contact customer service for further arrangement.
6.4. For successful refund request, payment will be settled and transferred to your corresponding credit card account.
6.5. Refunded payment will be adjusted accordingly based your use of electronic coupons at the time of payment.
6.6. The goods must be returned together with all gifts presented with the purchase, otherwise we will deduct the suggested retail price of the gift from the refund.
6.7. In case of any dispute, SWISSLINE BY DERMALAB reserves all rights for final decision on the returns and exchanges policy.
7. Price Changes & Stock Availability
7.1. Prices are subject to change without prior notice. While we endeavor to provide you with the most accurate and up-to-date information, occasionally ordered items may not be available as listed. In the case that part of your order is unavailable or out of stock, the item(s) will be cancelled from the order with notification and where applicable, a refund shall be applied for the cost of the regarding item(s).
7.2. SWISSLINE BY DERMALAB ensures that all our product descriptions and prices are up-to-date and as accurate as possible. However, in few cases, pricing errors may occur with our listings. Should we discover a pricing error while processing your order and payment, we will immediately rectify the problem before cancelling and refunding you for your order. We will also make sure to inform you about the error with your order as soon as possible.
7.3. Exchange Rate: If you are a customer whose credit/debit card is not denominated in HK Dollars, the final price will be calculated in accordance with the applicable exchange rate on the day your card issuer processes the transaction.
8. Promotional & Store Credit Codes
The promotional and store credit codes need to be entered during the checkout process and the price will change accordingly once the code is entered. For details, please refer to the terms and conditions of the relevant promotion page.
9. Discounts, Sales & Promotions
We offer discounts or promotions from time to time. These offers are only valid during the promotion period and details will be explained on the promotion page. SWISSLINE BY DERMALAB reserves the right to modify, extend or terminate the offer at any time without prior notice.