Q&A

Q. Can I add or change products after payment?

A. Due to huge number of orders need to be processed during big sale, Adding/ Changing items are NOT ALLOWED after order confirmation. Please check carefully before check-out.


Q. Can I get the same sale price from as offline?

A. During Big sales, most of the products are doing the same sale price for both online& offline stores but some items are doing for online exclusive. 


Q. How much should I purchase to enjoy Free Delivery?

A. Hong Kong area: For orders below HK$300, delivery fee of HK$30 shall apply. 

Macau area: For orders below HK$500, delivery fee of HK$60 shall apply. 


Q. What payment method is available for online shop?

A. You can do the payment by VISA/ mastercard, PayPal or payme.

Please try reload the page first or use another browser or devices again if the page keeps loading.

PayPal can also available if using for credit payment without any PayPal account.


Q: Can I buy without login?

A. You can buy products without login, as a guest.


Q. I already registered in offline shop. Do I need to register in online also?

A. Yes, you need to to registere in online shop again. You can verify your membership information by SMS verification to unity your information including Beauty Points.

Please click to the link to finish the vertification of offline member. https://tonymoly.com.hk/index.php?route=account/register_existing_member


Q. I registered but still cannot log in saying your account has not been activated.

A. Our system send you to verify your email address before finalizing register. Your account can be activated after clicking verification link in the email. Please check the junk email inbox also in case that verification email might get into it. If you still cannot find it, please contact us via cs@tonymoly.com.hk so we can help you further.


Q. Can I use my beauty points or coupon?

A. During Big Sale, there would be suspension for accumulating or paying with beauty points and usage of coupon in online / offline shop.


Q. Why no point-earning, no upgrading & Accumulated spending amounts have not been counted after I purchased?

A. During Big Sale, Member benefit is suspended. Accumulated spending amounts cannot be counted , no level upgrading & no points-earning for all transaction.


Q. I'm pregnant. Can I use certain product?

A. All TONYMOLY products received safety certification from Korean MFDS (Ministry of Food and Drug Safety). Still if you are pregnant or have health issue, please have consultation with your doctor for its usage before using the product.


Q. I want to get exchange / refund for items purchased during big sale.

A. NO exchange and refund is acceptable for all items, except quality issue. Please check Return Policy for further detail.

https://tonymoly.com.hk/index.php?route=information/information&information_id=7


Q. Item in shopping cart is disappeared.

A. If item you put in your shopping cart become out of stock, you cannot purchase it even you have it in your shopping cart. Please keep checking as it would be re-stocked in afterwards


Q. I want to revise my basic personal information including address, mobile number.

A. Please log in and go to My Page - Edit My Information. The information revised only applied for your online datas before any order confirmation. If your online membership information is different from offline one, please visit the nearest shop or contact cs@tonymoly.com.hk for further assistance.


Q: Can I change delivery address after placing order?

A: You can contact via cs@tonymoly.com.hk to revise delivery information if the order has not been released out during working hours.(Mon-Fri 10am -6pm, excluding weekend& public holidays)

If the order has already released out, Please contact SFHK directly or revise the information through the SFHK app. SFHK may charge additonal fee for any information revision.


Q. Is it possible to be sent oversea?

A. TONYMOLY HK only ship to Hong Kong and Macau. Please refer to this when placing order.


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. If I purchase as guest member, how I can track my order?

A. After the order release out, you would receive its notification with tracking code. If you could not receive any notification after 7 business days from the order date, please contact us via cs@tonymoly.com.hk


Q. I don't want to receive SMS

A. Please contact us via cs@tonymoly.com.hk with yout phone number, we will take an action for your inquiry.


Q: The order has been delayed / The order has been shipped wrong address by SF Express. I want to get refund & cancel this order.

A: Due to 3rd party issue, there might be delay for your order or it might delivered to wrong address. Our CS team will do our best to solve this issue by arranging the 3rd party, meanwhile the order cannot be cancelled &refunded. (Please contact SFHK if any additional fee)。

If SF Express charges any additional fee due to the wrong input of shipping information by customer, No responsibilities and costs will not be borne by TONYMOLY HK.