Return and Exchange Policy:
Return Conditions:
ARCE HK is a professional and discreet service provider and will check the integrity of your order before sending it out to ensure that it is of good quality, except that it may be spilt, deteriorated or damaged during the long delivery journey. If your product meets the return criteria below, please contact us in accordance with the Return Procedure. As cosmetics are personal hygiene products, a seven-day return period does not apply to unpacked items and returns are not possible once they have been unpacked.
If you wish to return a product within 7 days of receipt, you may contact us to request a return under the following conditions or circumstances.
The following circumstances apply to returns:
1) The item purchased is not the same as the item received
2) Incorrect quantity of the item(s)
3) The packaging is badly damaged (excluding minor wear and tear to the outside of the carton). If the customer has accidentally purchased the wrong product, the wrong quantity of product, the product does not fit or the product to be returned does not meet the above return criteria, we do not accept return requests and apologise for any inconvenience caused.


Return Requests:

We do not accept returns of opened products (including those with the packaging taped or torn off). No returns will be accepted for free gifts and trial gifts, discounted products, clearance products or sale products that indicate that returns are not accepted. In case of any dispute, ARCE HK reserves the right of final decision.
 
Return procedure:
If you find that your product is faulty and meets the return criteria above, please contact us within 7 days of receipt of the product. If you would like to make a return, please Whatsapp to 9784 7196 and we will reply within office hours. Please provide the following information in your email.
(1) Order number
(2) Date of purchase
(3) Name and quantity of the item(s) to be returned
(4) Reason for return (attach a photo of the product to be returned).

Upon receipt of the email, Customer Service will check if the product is eligible for return and reply to your email as soon as possible. If the item is eligible for return, please send the item back to the address mentioned in the email. We apologise for any inconvenience caused to you as you will have to pay for the delivery of the returned item.
We will process your refund within 10 working days of receipt of the returned item or resend the item if it is in stock. If the item to be returned is not in stock, we will arrange a refund for the item based on the price shown on your order. Each order can only be returned or exchanged once. We will refund you according to your payment method.
**In the event of a refund, a 4% handling fee will be charged by the bank and 4% will be deducted from the refund amount to be returned to the customer.
Refund Policy:
When refunding or exchanging an item, we will first check if the item meets the refund criteria. ARCE HK will not be responsible for arranging the return of the product to you.
Any products purchased at the Outlets cannot be returned or exchanged at the Online Shop, and should be returned or exchanged at the place of purchase. Any products purchased in the Online Shop cannot be returned or exchanged in the Open Store, please contact Customer Service as mentioned above.
 
Undeliverable orders:
Some orders may be returned due to unknown delivery address, P.O. Box, hotel address, multiple deliveries with no collection, recipient refusing to pay tax/refusing to provide ID/failure to declare goods for customs or recipient refusing to accept the package. We can help you to send the goods back through our partner carrier, but the shipping cost must be paid by you. If an item is returned for a second time, ARCE HK will not accept re-shipping of the item.

Out of stock situations:
ARCE HK will do its best to ensure that items are in stock. If there are circumstances beyond our control and the store is out of stock, we will notify customers by Whatsapp/ email.

*In the event of any dispute, the decision of ARCE HK website is final and not subject to dispute.