Frequently Asked Questions

Order

How will I know if you have successfully received my order?

Once the order has been processed a confirmation email will be sent to you immediately.
If you have not shopped with us online before. the confirmation email may go into your junk/spam email folder.

Can I change or cancel my order?

Please note changes or cancellation is not available for Online orders.
Please contact us via order@yves-rocher.hk for any enquiries.

Why can I not add certain products to my shopping cart?

We currently offer the best selected offers on our online shop.
For all other products, please visit our shops with address here: https://yves-rocher.hk/pages/find-us

Payment

What payment methods are available?

We accept VISA, MasterCard and American Express

Is my payment secure?

We provide a secure shopping experience for our customers by keeping our security systems up to date with industry best practices.

Return & Exchange

Can I exchange or have a refund for my online order in a store?

Please note exchange or refund for online orders is not available at our physical shops.
Please contact us via order@yves-rocher.hk for any enquiries.

The price has changed since I ordered it, can I get a refund?

All prices are subject to change without notice. Once order is confirm, there will be no refund. Please contact us via order@yves-rocher.hk for any enquiries.

Delivery

Delivery Service

Free Delivery for orders over net purchase of HK$650. For orders below net purchase of HK$650, an additional HK$30 will be charged for delivery in Hong Kong areas; HK$40 will be charged for delivery in Macau areas.

Upon the order payment is confirmed, it will take 1-3 business days to process the order, subject to stock availability
Under normal circumstances, the order will arrive at the delivery address in 2-4 business days after dispatch. For remote areas, it might take 3-4 business days.
Delivery service is not available on Sundays and Public Holidays.

Where do you ship?

We currently deliver within Hong Kong* and Macau.

*Out of service areas: Sha Tau Kok, Ta Kwu Ling, Man Kam To, Mai Po, Lok Ma Chau, Closed Area, Lo Wu, Po Toi, Tung Lung Chau, Grass Island, Crooked Island (Kat O), Tung Ping Chau, Mui Wo, Lamma Island, Peng Chau, Cheung Chau, Tai O, Lantau Island, Discovery Bay, and Ma Wan.

Which carrier do you use to send your parcels?

We use S.F. Express to send our parcel.
For the tracking, you may call the tracking hotline of S.F. Express or go to the tracking link by entering your tracking number.
Please contact us via order@yves-rocher.hk for any enquiries.

Accounts

Why do I want to register an account?

With a registered account you can keep a list of your order history, so you can easily reorder any product you love. It allows you to save your method of payment and all shipping addresses for a faster checkout process.

Contact Us

Online Order related: order@yves-rocher.hk
General Enquiry: info@yves-rocher.hk

Brand

How to say YVES ROCHER?

YVES ROCHER is pronounced "eef- ho- she"
Please watch this video as well! https://www.youtube.com/watch?v=9UbucaJmoRE

Do you have a loyalty program?

Simply make any purchase at our physical shops and register as VIP to enjoy:
- Bonus points accumulation to redeem cash coupons
- Exclusive VIP day
- Special offer on selected gifts sets or items
- Latest updates on new products and promotions
Become our VIP and enjoy fabulous offers simply by making any purchase and register at our physical shops!