Q : Why are your products priced lower than those from specialty stores? Are they genuine products with unexpired life-cycle?

A : Aroma Natural Skin-Care Limited, established in 1996 and specialized on the marketing of beauty and health products from international renounced brands, guarantees that all products are the genuine ones imported directly from our principals without going through any intermediaries, which enables us to offer the best possible discounted prices through savings in handling costs.

In the same time with our more than ten years marketing experience, we have been able to run an efficient supply-chain process with fast turn-around inventory replenishment avoiding overstocking to ensure product freshness; we guarantee that we only market unexpired products.

Q : Why some of your products are packed differently from those of the specialty stores?

A : A small number of the products available online may come from different sources as those marketed in your locations, but the products are still 100% genuine and produced by the original manufacturers for that particular brands, and in other instances, different packaging for some products may be the result of the coordination of the products to match local characteristics.

For example, a product sold in the US may differ in its packaging from the same product sold in France or Japan , while that product is still a genuine one.

Q : How do I know when my order has been shipped?

A : After you have completed your ordering process, our system will automatically dispatch an e-mail confirmation to you with an order confirmation number. To ensure your receipt of our emails of acknowledgement or order/delivery notices, please add our e-mail address, order@aroma-natural.com.hk to your email address book to avoid them being mistakenly treated as spam mails and rejected by your ISP .

Q : How can I track my order?

A : If you have requested your order to be shipped by SPEEDPOST, then you can track your order delivery status through http://www.hongkongpost.com You can track the status if the postal delivery service at your end provides website support with a SPEEDPOST tracking option available online.

Q : What should I do if I want to change ordered products?

A : Aroma Natural provides customers with '7-days stocks guranteed warranty' (from the date of receipt), customer can contact us within 7 days after receiving the product if you found problems about the products a damaged, defective, or incorrect.

  • If customers received wrong products or quantity different from ordered, he/she can notify us through email within 7 days, our customer service representative will audit your order details. If proven to be our mistakes, we will arrange to change products ordered without any charges, any additional delivery charges or costs will be paid by us.
  • All customers including local or overseas customers need to pay all relevant delivery costs if the products are needed to be changed.
  • You can only return product for once per receipt. Generally No Refund is accepted. 4% service charge at the time of purchase is for PAYPAL or other credit card services, NOT an additional charge by our company; therefore, refund of a product will be at the selling price.

We regret that we cannot accept product return for refund or exchange under the following circumstances :

  • The product that has been received for more than 7 days.
  • The product that has been received for more than 7 daysThe product that has been opened or used (e.g. its plastic wrap or box has been torn off).
  • Any product that is not in its original condition, is damaged, and/or incomplete.
  • Any detective item* which is used over 10% of its original volume.
  • Customers have skin allergy after using our products.
  • Any discounted, clearance or sales products that have been specified as non-returnable.
  • Any product that is purchased from our shop but the official receipt cannot be presented.
  • Any free gift product, accessory and samples.

Transaction completed

Any transaction is deemed to have completed if an application for exchange is not received from the customer within seven workdays. We will then be free from any legal liability and no request for exchanges or refunds will be entertained subsequently.

Q : Are online prices same as those in-store please?

A : No. Online prices are for online purchases only and are not applicable to in-store purchases, and vice versa.