DELIVERY AND RETURNS
Delivery can take 2 to 5 business days within Hong Kong.
- Once your order has been placed you will receive an email confirmation to let you know we have received your order and payment.
- Once your parcel has been shipped you will receive a first e-mail containing your receipt and a second email with tracking information.
- Using your tracking number, you can follow the delivery process of your order by visiting our partner's website Kerry Express.
- You will receive your order within an estimated time of 2 to 5 business days.
Your order will need to be signed for on receipt.
In the case of a missed delivery, Kerry Express will arrange a second attempt at delivery. A second SMS will then be sent to you as a pre-delivery notification.
If the second delivery attempt is unsuccessful, you will need to call Kerry Express for a re-delivery arrangement. The Order will be returned to our warehouse after a week of unsuccessful deliveries.
If the failed delivery order is returned to our warehouse, you will need to contact our Customer Care team via email at customercareHK@diptyqueparis.com to arrange a new delivery. A new delivery order will be placed and an additional delivery fee will be at your cost.
Terms of delivery
Shipping fees : diptyqueparis.com offers complimentary delivery on orders over HK$ 500.
For any order less than or equal to HK$ 500, the shipping fees are HK$ 30 for Hong Kong deliveries.
Delivery area : The HK website supports shipment within Hong Kong, excluding the below areas:
Ma Wan, Chek Lap Kok(including Hong Kong International Airport), Hong Kong Disneyland
Discovery Bay, Ngong Ping 360, Cheung Chau, Lantau Island, Mui Wo, Tai O, Peng Chau, Lamma Island
Shenzhen Bay Port, Lok Ma Chau, Man Kam To, Sha Tau Kok, Lo Wu, Lok Ma Chau Spour Line
It is possible to select a different delivery country by accessing our international sites at the top left on the desktop version, and at the bottom of the footer in the mobile version.
You can choose your delivery address however, diptyque delivery service requires a signature on delivery, therefore we are unable to deliver to PO Boxes.
For pre-orders, you will receive an order confirmation as soon as your order is validated. The shipment of your product(s) will be done within a suitable time to respect the delivery date provided.
Free returns and refunds
You may return your online order, or items within it, for an exchange or a refund following the conditions outlined below, your statutory rights are not affected:
- The items must be returned within 7 business days from date of delivery.
- The items must be unopened and in their original packaging. For your convenience with each order of an Eau de Parfum or Eau de toilette, you will receive a corresponding trial sample. Learn more.
- If you are returning the item due to a fault or damage in transit this must be stated on the Returns Form.
- Please include the Returns Form which you will find with your order. Processing the return may take longer if you do not include the Returns Form or if it is incorrectly filled. You will find more information regarding the Returns process on this form.
We encourage you to specify on the Return Form any information that could help us understand the reason for your return e.g broken or damaged, incorrect item ordered…
If you wish to carry out the return of an electric diffuser, we invite you to contact our Customer Care team directly who will assist you in the return process.
To make a return, we invite you to follow these steps:
- Complete the Return Form which you can download here, and clearly indicate:
- Your HK order number
- Your contact information
- The name and quantity of each item being returned and the reason for the return.
- Send the form to our Customer Care team via email at firstname.lastname@example.org. They will arrange a pick-up from our courier service.
- Prepare your parcel, placing the form inside. Please note that if the Returns Form is not sent with the items this may cause a longer processing time.
- Hand over your package to our courier, Kerry Express.
- The courier will give you proof of receipt, make sure you keep it.
For any questions please reach out to our Customer Care team so that we can assist you throughout the return process.
- Refunds are processed within 14 business days upon receipt of your returned parcel. Delivery fee is excluded.
- Once your refund has been processed, you will receive a confirmation by email. Depending on your bank, the refunded amount will appear on your bank account within 2 to 5 business days.
Cancellations and Exchanges
- If you wish to cancel your order after it has been confirmed, we kindly invite you to reach out to our Customer Care team who will assist you in the process.
- Please note that you cannot cancel your order once it has been shipped.
- If you wish to exchange an item for another reference, we kindly invite you to place a new order and return the original product back to us following the returns process returns process.
If you have any questions or for more information, we invite you to contact us at