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ALL PRODUCTS > Terms and Conditions



Welcome to NARS Cosmetics (Hong Kong) e-Commerce. Our goal is to bring you a simple, convenient and secure shopping experience.

Please note that the Terms and Conditions under this eCommerce Policy apply solely to purchases within https://eshop.narshk.com/ and shall not apply in sales transactions via other channels including our physical stores within and outside Hong Kong, except as expressly stated otherwise herein.


NARS Cosmetics (Hong Kong) reserves the right to amend or withdraw any content on the Site at any time without any notice. NARS Cosmetics (Hong Kong) shall not be liable for any breakdown or temporary unavailability of the Site at any time and for any period for whatsoever reason(s).


By placing orders on the Site, you are (i) offering to purchase a product, (ii) representing that you are of legal age to form a binding contract, and (iii) representing that all information you provide to us in connection with such order is true and accurate and you are an authorized user of the payment method provided. The receipt by you of an order confirmation does not constitute our acceptance of an order or any promise concerning your offer. Any time after receiving your order we retain the sole and absolute right to accept, refuse, or modify any order request made by you. If your order is acceptable by us, a contract shall be deemed concluded when we send you (1) a SMS to confirm that the goods under your order have been shipped from our shipping center or (2) a confirmation SMS with redemption voucher .


NARS Cosmetics (Hong Kong) will endeavour to ensure that content and the product descriptions on the Site are as accurate and complete as possible. Despite our efforts, however, any content and/or product information on the Site may occasionally be inaccurate, incomplete or out-of-date. We therefore do not warrant the accuracy or completeness of the information of this Site. If you later feel that a purchased product does not match under the description in this Site, you may however consider exchanging the product subject to the Exchange Policy provided below.


Prices are shown on the Site in Hong Kong Dollars (HK$) only.

The prices of the products will be as stipulated on the Site except in the case of obvious error. Although we make every effort to ensure that all prices appearing on the Site are accurate, errors may occur and we reserve our right to rectify them. If we discover an error in the price of any products that you have ordered, we will inform you as soon as possible and offer you the option of confirming your order at the correct price or cancelling it. If we are unable to reach you, the order will be deemed cancelled.

For the avoidance of doubt, NARS Cosmetics (Hong Kong) reserves the right to adjust its prices on the Site from time to time without any prior notice to you.


If you are a NARS Cosmetics (Hong Kong) member, you may receive 1 point for every HK$1 dollar spent on the purchase you made through the Site. Any new points earned from the online purchase will be added and accumulated to your existing membership balance. Therefore, the provision of the true and accurate information by you is extremely important in this regard. If you are already a subsisting member of NARS Cosmetics (Hong Kong), you may consult our makeup artist at any NARS boutiques or counters to check on your current membership balance of points earned from your previous purchases.


Any new points earned from the online purchase will be added and accumulated to your current existing membership balance in 7 days. As a reminder, points are personal to each individual member, and are non-transferrable to any third parties and cannot be used to redeem cash. Each member may use the NARS points they earn within their own membership and may not combine NARS point in any other ways. Any points earned can be redeemed at NARS Cosmetics (Hong Kong) boutiques or counters only. Any points, regardless earned from online or offline purchases, must be redeemed at NARS Cosmetics (Hong Kong) boutiques or counters only. In any disputes, the decision of NARS Cosmetics (Hong Kong) shall be final and conclusive.


NARS Cosmetics (Hong Kong) places utmost importance on the security of online transaction. The Site employs Secure Socket Layer (SSL) encryption technology, the most advanced consumer online security technique to date, which will encode your information when you place an order online. You can be assured that your order will be placed in a safe and secure manner. We have used government approved encryption software. If you wish to learn more about SSL encryption software, please visit http://compnetworking.about.com/cs/securityssl/g/bldef_ssl.htm?terms=ssl In order for encryption to take place, your browser must have the SSL protocol. The browsers that have this software include but not limited to the following:

AOL 5.0 and higher
Internet Explorer 5.0 and higher
Mozilla Firefox
Netscape 6.0 (Windows only)
Google Chrome



In case an item of your choice is temporarily out of stock when you are placing your order, we will notify you via email with information on the anticipated shipment date of the backordered item. Backordered items are generally shipped as soon as they are available. If for any reason you wish to cancel a backordered item, please get in touch with us by emailing to cs@nars.com.hk and we will be happy to assist you.



  • Orders are processed and shipped on business days only (Monday through Friday, excluding Saturdays, Sundays and any Public Holidays).
  • Orders placed on Saturdays, Sundays or any Public Holidays will be processed the following business day
  • Standard Delivery orders are processed within 2-3 business days. For “Click-And-Collect”, please refer to the terms under “Click-And-Collect” in below.
  • Orders are shipped to areas within Hong Kong only.
  • At the moment, we are unable to accept orders to be shipped to addresses outside Hong Kong.
  • We will try our most commercially reasonable effort to meet the estimated processing time as above but we cannot guarantee that such estimate can be met and we shall not be liable for any delay.


Our policy stipulates that the quantity of any single product item must not be greater than 5 in any given order. If you have any queries, please contact us and we will be happy to provide assistance.


Once your order is placed:

(1) If you choose standard delivery service, you will receive an email of order confirmation in 24 hours which allows you to retrieve the order details. Once your order is sent out, you will receive (1) an email and (2) a SMS update, and the waybill number of your parcel will be embedded inside. If you wish to track your order, simply paste the corresponding tracking number on the carrier’s website to view the delivery status of your purchase.

(2) If you choose “Click-And-Collect”, you will receive a SMS of order confirmation with redemption voucher.

*Please note: For some carriers, it may take up to 24 business hours for the tracking information to be made available after the order has been shipped.


Once we start processing your order, we regret that no change or cancellation can be made. If you would like to cancel an online order after placing it, please contact us by emailing to cs@nars.com.hk. We may or may not cancel your order and our decision shall be final and conclusive.

Occasionally, orders or parts of an order are cancelled for various reasons. Some reasons are:

  • Unavailability of item(s)
  • Difficulty in processing your payment information
  • Cannot ship to the address provided
  • A duplicate order was placed
  • Upon customer request
  • Purchase limits have been exceeded

If your order is cancelled, we will notify you of the cancellation by means of email notification and arrange a refund accordingly. If you have any queries about a cancelled order, please contact us via email cs@nars.com.hk.


In the unfortunate event that you cannot locate the package when the tracking information confirms delivery, we suggest you

Check with neighbours and family members

Look around the delivery location

Get in touch with SF Express by phone at (852) 2730 0273 or (853) 2873 7373.


Unless otherwise mentioned (e.g. specifically listed promotions on the website), the following delivery policy is applicable to orders made on the Site.

  • Complimentary shipping for each purchase of HK$500 or above
  • A delivery fee of HK$30 for any order below HK$500

Standard Delivery Service is offered to delivery addresses of Hong Kong only.

Standard Delivery Service (Hong Kong)

Areas in service

  • Standard Delivery Service is available within Hong Kong Island, Kowloon, New Territories, Outlying Islands and Macau. This service is NOT available in specified areas, including but not limited to: Big Wave Bay, Lo Wu, Tai O Island, Siu Ho Wan and Po Toi Islands.
  • No Delivery Service will be made outside of Hong Kong.
  • We do NOT accept P.O Box as delivery address.
  • Orders will be delivered to the address provided by customer when placing their order. An order can be delivered to one address only. If you wish to have the items of one order to be sent to multiple addresses, you will need to place a separate order for each address.

Shipping days and schedules

  • We will try our most commercially reasonable effort to meet the estimated delivery time set out in below but we cannot guarantee that such estimate can be met and shall not be liable for any delay.
  • Your order will be processed in 2-3 business days upon confirmation of online payment.  This is for reference only as the actual situation might vary depending on stock availability.
  • Under normal circumstances, you will be able to receive your order in 3-5 business days after you receive the second SMS notification of parcel dispatch. Please allow extra time for delivery to remote areas.
  • Delivery service is not available on Saturdays, Sundays and Public Holidays.
  • Delivery Schedule (with the exception of Outlying Islands. Please refer to ‘Outlying Islands Delivery Schedule’) is as follows:
    Mondays to Fridays: 09:00 – 19:00
    Saturdays, Sundays and Public Holidays: Not available
  • Outlying Islands Delivery Schedule:
    Cheung Chau - Mondays and Thursdays: 14:00 - 18:00
    Lamma Island - Tuesdays and Fridays:14:00 - 18:00
    Peng Chau - Wednesdays: 14:00 - 18:00

NARS Cosmetics (Hong Kong) reserves the right to amend or change the above Outlying Islands Delivery Schedule at any time as it deems appropriate without a prior notice to you.

Shipment tracking/ change of shipping address

  • Once the order is shipped out, you can acquire the Waybill number in the 2nd confirmation SMS. If you would like to track your parcel, please contact SF Express.
  • If you need to make changes to the delivery address after the order is shipped out, please directly contact the Customer Service of SF Express for such arrangement. All expenses arising from the change shall be borne by the customer.
  • In case the parcel cannot be successfully delivered due to customer’s personal reasons, please contact SF Express directly to make further arrangements. After multiple failed delivery attempts, your order might risk being cancelled and not refunded.

Self Pick-up at SF Express Store

  • Orders can be delivered to SF Express Stores selected by customer at checkout.
  • The HK phone number (+852) entered should be able to receive SMS notifications.
  • Once the parcel has arrived at the designated SF Express store, you will receive an SMS notification.
  • The item must be picked up within the designated time mentioned in the SMS notification. Should there be any difficulties, please directly contact SF Express Customer Service Hotline at +852 2730 0273.

SF Express Customer Service Hotline and Office Hours

  • Phone No.: +852 2730 0273 (Hong Kong)
  • Working Hours:
    Mondays to Fridays: 08:00 - 20:30
    Saturdays, Sundays and Public Holidays: 08:00 - 20:00


NARS Cosmetics (Hong Kong) shall not be liable or responsible for any failure to perform, or delay in performance of, any of NARS Cosmetics (Hong Kong)’s obligations under a contract that is caused by events outside NARS Cosmetics (Hong Kong)’s reasonable control.

Such an event includes any act, event, omission or accident beyond our reasonable control and includes in particular (without limitation) the following:

  • Strikes, lock-outs or other industrial action
  • Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether war declared or not) or threat or preparation for war.
  • Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster
  • Delay caused by any third party in the use of railways, shipping, aircraft, motor transport, or other means of public or private transport
  • Delay or any disruption of services due to the use of public or private telecommunication networks
  • The acts, decrees, legislation, regulations or restrictions of any government.

NARS Cosmetics (Hong Kong)’s performance under any contract is deemed to be suspended for the period that the abovementioned event continues, and NARS Cosmetics (Hong Kong) will have an extension of time for performance for the duration of that period.


  • Once your order is placed, you will receive a confirmation SMS with redemption voucher in 24 hours. If you do not receive the confirmation SMS after 24 hours, please contact us by email to cs@nars.com.hk.
  • Each redemption voucher has a unique QR code. You should present this voucher to redeem the selected goods, printed or electronic version is acceptable. The redemption voucher can be used once only and is not replaceable if lost or damaged.
  • The redemption voucher can be redeemed for the selected goods only at the selected store on or before the expiry date. The voucher shall be invalid after the expiry date. If you do not redeem the goods on or before the expiry date of the redemption voucher, we will not refund or be liable for any damages. (Time shall be of the essence for this clause)
  • The voucher will be valid from the 4th to 18th day of purchase (upon receiving confirmation SMS with redemption voucher). (Time shall be of the essence for this clause)
  • The pick-up store cannot be changed once your order is placed and confirmed by the SMS confirmation.
  • The voucher cannot be resold, refunded, exchanged for other goods or redeemed for cash.


We accept payments made by:

  • Paypal – Visa / Mastercard

For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.



We hope that you are delighted with your order. Generally, any ordered purchased items are non-refundable. However, if you are not entirely satisfied for any reason whatsoever with your purchase, you may return the purchased item only in its original condition in exchange for the exact same item or same item of a different shade within 7 days from delivery.

As a condition, you must send an email notification to us for this exchange request within 7 days from the actual delivery date. Products must be unopened and in their original packaging. No returns will be accepted for opened or used products. No exchanges will be accepted if the product item has been i) opened, ii) used or iii) damaged.

Product exchange is subject to stock availability. All Exchange arrangement must be validated with our official email confirmation in order to proceed.


1.    Contact NARS Cosmetics (Hong Kong)
We kindly ask you to contact us via email cs@nars.com.hk to inform us of your decision to return the item(s). In order to process your request, please provide us with the following information for verification:

  • Order number
  • Order date
  • Product name and quantity which need to be exchanged to other shade
  • Reason for exchange
  • Photo of the product
  • Preferred store for exchange

2.   Pack the item(s) for exchange
If your exchange request is accepted by us, you will receive our official exchange confirmation via email. After that, carefully pack the items to be exchanged together with the corresponding gift, original receipt and exchange confirmation email.
You may then bring the returning product item to the designated NARS boutique in person. (Please make sure that the item to be exchanged must be unopened, resalable and in its original packaging, with all the accessories.) In any event, we do not accept any returning product item by shipping or courier back to us.

For click-and-collect orders, you must return the products to the original store of collection for exchange.


The terms and conditions of NARS Cosmetics (Hong Kong) e-Commerce shall be read together with the Privacy Policy, Cookies Policy and the Terms of Use. It is your responsibility to read, understand and comply with these terms and condition during your access and use of the Site. NARS Cosmetics (Hong Kong) reserves the right to make changes to the Site or any part of these terms and conditions at any time without any notice to you. Please visit this page from time to time to check for any updates or changes to any part of the terms and conditions of NARS Cosmetics (Hong Kong) e-Commerce (including its Privacy Policy, Cookies Policy and The Term of Use).


NARS Cosmetics (Hong Kong) warrants that any product(s) purchased from us through the Site is of satisfactory quality.

NARS Cosmetics (Hong Kong)’s liability in connection with any product(s) purchased through the Site is strictly limited to the purchase price of the Product(s). NARS Cosmetics (Hong Kong) accepts no liability for any loss of income or revenue, loss of business, loss of profits or contracts, loss of anticipated savings, loss of data, waste of management or office time or for any indirect or consequential loss or damage of any kind however arising and whether caused by tort (including negligence) breach of contract or otherwise, even if foreseeable.


All activities undertaken under your account, whether by you or anyone else with or without your consent, are your sole responsibility. You agree to fully indemnify and hold us, Shiseido Hong Kong Limited (including its officers, directors, agents, affiliates and its parent company), harmless and free from and against all liabilities, claims, expenses, damages, costs and losses (including legal fees), arising from any breach of these terms and conditions by you. This includes the use of the Site by any other persons using your account caused by your action or inaction.


If you have any enquiry relating to any order you purchase on/through the Site, please contact us via email cs@nars.com.hk.


The terms and conditions of NARS Cosmetics (Hong Kong) e-Commerce, together with the Terms of Use, Cookies Policy and Privacy Policy, are governed by and construed in accordance with the laws of Hong Kong. The courts of Hong Kong shall have the exclusive jurisdiction in the event of any dispute or claim arising out of or in connection with the terms and conditions herein.

© 2021 Shiseido Hong Kong Limited. All rights reserved

If there is any discrepancy between the Chinese and English versions of this Statement, the English version shall prevail.

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