Return Policy

Delivery Time
Orders are processed soon after receipt to ensure that your items are shipped to you within 3-5 working days. You are expected to receive your orders within 5-10 working days, depending on the delivery area selected. As we cannot guarantee delivery times, we do our best to process orders as soon as we receive them.


Orders in Hong Kong

Shipping Method

Processing Time

Delivery Time^

SF Express

3-5 working days

from the next day after order placed

2-5 working days

Orders in Macau

Shipping Method

Processing Time

Delivery Time^

SF Express

3-5 working days

from the next day after order placed

3-10 working days


 
^The delivery time is only our best estimate and is not an element of the contract. Under no circumstances shall we be liable for any advancement or delay (for whatever reason and whether or not you have been notified) in the delivery date.


Tracking Orders

You can track your orders anytime by using our website, You could go to the "My Account" section to check the related information.

Delivery Cost

Orders in Hong Kong

 

Shipping Method

Shipping Fee
Net Order Amount in HKD

less than HK$350

More than HK$350

SF Express

$50

FREE

Orders in Macau

 

Shipping Method

Shipping Fee
Net Order Amount in HKD

less than HK$500

More than HK$500

SF Express

$80

FREE


Return Items

In the following situation, we are sorry that we do not accept returns:

  •         Any product that is returned more than 14 days after receipt
  •         Any product that has been opened or used (taken out of its plastic wrap or box)
  •         Any product that is not in its original condition, is damaged, or missing parts.
  •         Any discount, clearance or sales product that had already stated non-returnable.
  •         Any free gift product and samples.
  •         Any product that is purchased at our appointed retail channels.
  •         In the event of dispute, Supergo Company Limited had the right to make final and conclusive decision.


Refund Policy

Please note that before providing a refund for any returned product we will first verify its condition.
All non-returnable items, KLORANE Hong Kong will neither receive refund nor return to you. We regret that we do not refund original shipping and handling fees with the return. We can only refund the total value of products. And if your order was placed with a promotion code or free gift, you must return them together in order to have the refund. Otherwise, original price of the product will be deducted from the refund.


Return Procedures

You can pack and send your return to us in just a few simple steps:

1.     Contact us, info@kloranehk.com  with your order number, Indicate returned products and the reason for your return.

2.     Pack and returned products along with our acknowledgement email securely in a box that we can expedite your request.

3.     Send your returning items by mail to: Supergo Company Limited Unit 05, 19/F, Nanyang Plaza, 57 Hung To Road, Kwun Tong, Kowloon, Hong Kong

4.     All return shipping fee must be prepaid. We cannot accept COD returns.


Undeliverable Orders

Occasionally orders are returned to us as incorrect address, a PO Box and hotel address, failed delivery attempts or refused by recipient. When the delivery agent returns an undeliverable package to us, we issue a refund by deducting the original shipping fee, handling fee and HK$100 as re-stocking fee.