Q&A

Orders

Q. Can I add items or change my order after payment?

A. Due to the high volume of orders during the Big Sale, no additions or changes can be made once an order is confirmed. Please review your cart carefully before checking out.

Q. Why did an item disappear from my shopping cart?

A. Adding items to your cart does not reserve stock. If an item sells out before you complete checkout, it will automatically be removed from your cart. Please refresh the product page periodically to check stock availability.

Q. What happens if an item I ordered turns out to be out of stock?

A. We sincerely apologize for any inconvenience. During peak traffic, temporary system delays may cause stock discrepancies, and orders are fulfilled on a first-paid, first-served basis.

If an item is out of stock, your order (or part of it) may be cancelled. Our Customer Service team will contact you to arrange a product replacement or a partial refund.

Note: Authorization holds and refund processing may take up to 30 business days, depending on your issuing bank or credit card company.

Pricing, Promotions & Points

Q. Are in-store prices the same as online prices?

A. Most Big Sale promotional prices apply to both physical stores and the official website. However, select items are exclusive to the online store.

Q. How do I qualify for free shipping?

A. Hong Kong: Free shipping on single orders of HK$300 or more (otherwise a flat rate of HK$30 applies).

Macau: Free shipping on single orders of HK$500 or more (otherwise a flat rate of HK$60 applies).

Q. Can I redeem Beauty Points or promo coupons during the sale?

A. All Beauty point redemptions, and promo coupon usage are suspended during the Big Sale across both physical stores and the online shop.

Q. Why hasn't my order updated my Beauty Points, spending balance, or membership tier?

A. Membership tier upgrades, accumulated spending calculations, and instant point allocations are paused during the Big Sale. However, Beauty Points earned from online purchases will be credited to your account within one month after the sale ends. You do not need to visit a physical store to claim them.

Payment & Shipping

Q. What payment methods are accepted?

A. We accept Visa, Mastercard, PayPal, and PayMe.

Troubleshooting: If the page hangs or fails to redirect, please refresh or try using a different browser/device.

PayPal Guest Checkout: You can pay via credit/debit card without creating a PayPal account—simply select "Pay with Debit or Credit Card" on the PayPal checkout page.

Q. Does TONYMOLY HK ship internationally?

A. TONYMOLY HK currently ships to Hong Kong and Macau only.

Q. Can I change my shipping address after placing an order?

A.Before dispatch: Please contact cs@tonymoly.com.hk during business hours (Monday–Friday, 10:00 AM – 6:00 PM; closed weekends and public holidays).

After dispatch: Please contact SF Express customer service directly or update your details via the SFHK App. SF Express may charge an additional service fee for address updates.

Q. My order was delayed or misdelivered by SF Express. Can I request a cancellation and refund?

A. We apologize for any inconvenience caused by third-party courier services. While our Customer Service team will work closely with SF Express to resolve shipment delays or delivery errors, orders cannot be cancelled or refunded due to third-party shipping issues.

Please Note: TONYMOLY HK is not responsible for extra fees or delivery issues resulting from inaccurate, incomplete, or wrong address details provided by the customer.

Membership & Account Management

Q. Can I place an order without creating an account?

A. Yes, you are welcome to check out as a guest.

Q. If I am already registered at a physical store, do I need to register online again?

A. Yes, you will need to register on our website. Please complete SMS verification to link your offline membership info and sync your Beauty Points.

Please Verify Offline Membership Here >> https://tonymoly.com.hk/index.php?route=account/register_existing_member&lang=en

Q: Q. I registered an account, but I cannot log-in because it says "Account Not Activated."

A. A verification email is sent to complete your registration. You must click the link inside that email to activate your account. If you do not see it, please check your Spam/Junk folder. For further assistance, please contact cs@tonymoly.com.hk.

Q. How do I track my order if I bought as a guest?

A. Once your order is dispatched, you will receive a notification email with an SF Express tracking number. Please download the SFHK app for tracking. If you haven't received a dispatch email within 7 business days of ordering, please contact cs@tonymoly.com.hk.

Q. I ordered but received email saying the item is out of stock.

A. Sincerely sorry for the inconvenience caused. Due to unexpectedly large number of order, there would be error for stock managing system, therefore inevitably we might need to cancel your order. Our CS team may contact you to know whether you would like to exchange to another product or get partially refund. After that we will follow up quickly. **Please understand refund might take up to 30 business days according to card company procedures.

Q. How can I update my personal details (e.g., address, mobile number)?

A. Log in and navigate to "My Account" > "Edit Profile". Profile updates only apply to future orders placed after the change. If your online membership details differ from your offline records, please contact cs@tonymoly.com.hk for assistance.

Q. I don't want to receive SMS

A. Please email your mobile number to cs@tonymoly.com.hk with your request to unsubscribe.

Product Safety & Returns

Q. Are TONYMOLY products safe for pregnant women?

A. All TONYMOLY products are certified by the South Korean Ministry of Food and Drug Safety (MFDS). However, if you are pregnant or have specific medical concerns, we recommend consulting your physician prior to use.

Q. Can I exchange or return items purchased during the Big Sale?

A. Except for verified quality defects, all products are non-refundable, no returns or exchanges. For more details, please review our Return Policy.