About Your Order

1. Order Processing

• Orders are processed and shipped on business days only (Hong Kong time Monday to Friday, excluding Hong Kong public holidays).

• Orders with standard delivery service are processed within 2 - 3 business days.

• Orders placed on non-business days will be processed on the following business day.

2. Maximum Purchase Policy

You may only purchase no more than 10 of any single item / set.

3. Order Cancellations

• If you would like to cancel an online order after it has been placed, please contact us via email at cshk@xove.com.hk. 

• Once an order is dispatched, we regret that it cannot be changed or cancelled. 

• Occasionally, a part of or the entire order may be cancelled for the following reasons:

  • payment would not go through;

  • unable to deliver to the designated address;

  • duplicate orders; and

  • by customer request

  • out of stock

• If your order is cancelled, you will receive a notification email and will not be billed for any charges. Should you have any questions, please email cshk@xove.com.hk for details.

4. Missing Package

• If the tracking information for your package has confirmed the delivery of the same but you are unable to locate the delivered package, you may: 

  • check with your neighbors or family members;

  • check with the security guard/building managers of your residence;

  • check with delivery company;

  • email our customer service representative at cshk@xove.com.hk

About Delivery

1. Domestic Delivery

1. Standard delivery service (Hong Kong, SAR of China & Macau, SAR of China)

• SStandard delivery service is available for areas including Hong Kong Island, Kowloon, New Territories, the outlying islands and Macau.

• P.O Box is not accepted as shipping address.

• An order can only be delivered to one address. If customer requires the goods to be sent to multiple addresses, please place a separate order for each address.

• Processing orders: After payment for an order has gone through, an order typically requires 2-3 business days to be processed and dispatched. This may vary depending on stock availability.

• Under normal circumstances, the shipment will arrive at the shipping address in 2-3 business days. For remote areas in Hong Kong or Macau, delivery may require an additional 3-4 business days.

• The transit time of all shipments will not be guaranteed under the Epidemic.

• Our policy on domestic delivery fees is as follows (unless being specified on the websites):

  • Free shipping on orders HKD800 or above (after discount)

  • For orders under HKD800 (after discount), a delivery fee of HKD50 will be charged.

• Note: If the delivery address is Warehouse, Logistics Center, Airport, Terminal, Wan Chai Convention and Exhibition Center, AsiaWorld-Expo, etc., a surcharge of HK$300 will be imposed by the logistics company. This website will not automatically identify the addresses with surcharge. You can view the details at https://htm.sf-express.com/hk/en/products_services/Express_Services/Value_added_Services/Special_Warehousing/. 

2. SF Express Locker (Hong Kong, SAR of China, only)

• Orders can be delivered to SF Express Lockers selected by customer at checkout.

• The Hong Kong, SAR of China phone number entered should be able to receive SMS notifications.

• The shipment will be ready in 2-3 business days upon confirmation of payment. This might vary depending on stock availability.

• Under normal circumstances, shipment will arrive at the shipping address in 2-3 business days. Customer will receive an SMS notification with the locker PIN upon delivery.

• Customer should retrieve their order from the selected locker.

• The item must be picked up within 30 hours of SMS notification. Should there be any difficulties, please directly contact SF Express Customer Service Hotline at (852) 2730 0273.

• For parcel collected from SF Lockers after the first 24 hours upon the system initiating parcel collection SMS message, an accumulative fee will be charged by SF Express for every 24-hour as a unit thereafter. SF Express may update charges and Terms Conditions, please visit SF Express official website or contact SF customer service hotline for details.

2. International Delivery

• Our website provides international delivery services to areas including: Malaysia, South Korea, Thailand, Japan, Singapore, Taiwan, Australia, Indonesia, New Zealand, Canada, USA, Mexico, England, Sweden, Austria, Belgium, Denmark, Finland, France, Germany, Ireland, Italy, Iceland, Switzerland, Spain, Netherlands, Norway, Poland, Portugal, Argentina, Brazil.

• The international shipping fee shall be based on that generated by our system and will be included in the total amount payable by customer.

• In relation to the weight of the products, each kilogram gross weight or part thereof will be counted as one unit.

• If you wish to have products weighing over 10kg to be shipped internationally, please contact our customer service representative at cshk@xove.com.hk for a separate fee quotation.

• By using our delivery service, you agree to the forwarder’s handling of all aspects of the delivery on your behalf. We will not be responsible for any loss or damage to goods once the goods have been passed to the forwarder. We will not be responsible for any act or failure to act on the part of the forwarder. If there is an issue with the delivery, you are advised to contact the Hong Kong/local post office direct at your own cost. We will provide you with all the necessary receipts.

• The recipient will be deemed as the importer of record and must comply with all laws and regulations of the destination country/region. Orders shipped outside of Hong Kong and Macau may be subject to applicable taxes (including but not limited to value added taxes, sales taxes, import taxes, and goods & services taxes), customs levies, duties, and fees (collectively referred to as “Taxes”) as imposed by the taxing authorities and jurisdictions of the destination country/region. As the importer of record, the recipient of an international shipment may be subject to such Taxes, which are levied by the relevant taxing authorities and jurisdictions once the shipment reaches the recipient's destination country/region. Any such additional Taxes or requirements for customs clearance (if any) must be borne or fulfilled by the recipient at his/her/its own costs;

• Customs policies of the shipment destination country/region vary widely; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates, and the recipient, as the importer of record, shall bear all risks as a result of such delay.

• Note: Customs offices in some countries or regions require the importer of record to provide a particular form of identification before releasing a shipment. You may be required to provide an identification number such as a Unique Identification Number, CPF, or Tax ID.

• Countries / regions that require an identification number include: Brazil, Chile, China, Ecuador, India, Israel, Peru, Qatar, South Africa, South Korea, Taiwan, and Turkey.

• By clicking “confirm” to complete the ordering procedure, you agree and are willing to be responsible for any additional fees, taxes or other matters in relation to the application of import permits/licenses.

• If a package is refused and returned, we will charge you for return shipping and administrative fees. After deducting the said fees from the purchase price paid by you, the balance will be credited to the original form of payment. NOTE: As import duties, taxes, additional charges for custom clearance and any other applications required by the customs must comply with the laws and requirements of the country, we must provide the true value of the product(s) including gifts for customs clearance. In addition, some of the countries request to attach the documents in relation to the value of the product to the parcel; thus, we will NOT under any circumstances amend the value of the product in any documents for custom clearance.

3. Packaging

Gift box (extra cost is needed) or standard shipping box will be provided for selected sets. Single products and gifts will be packed at the same box for each order.

 About Payment

We accept the following payment methods:

• Visa

• MasterCard

• American Express

The following payment options are unavailable for the time being:

• Payment on delivery

• Cheque

• Bank draft

Important information: For your security, your billing name and billing address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.

About Treatment Experience

• The free treatment is only available to new customer of CosMax and VITAE under Miricor Enterprises Holdings Limited.

• The free treatment is only applicable to customers aged 18 or above.

• Pre-registration and appointment is required to enjoy the treatment.

• Participants must present their Identity documents before enjoying the treatment.

• Participants must be on time. If you need to change the treatment time, please call (852) 3929 1838 24 hours in advance.

• Clients who have successfully made an appointment will receive an SMS or a call from our beauty consultant for final confirmation. If this procedure is not completed, we will reserve the right to reschedule the treatment service.

• The result of the treatment may vary on individuals.

• This offer cannot be used in conjunction with other offers or discounts, nor can it be exchanged for cash or other gifts.

• In the event of any dispute, XOVĒ reserves the right to amend these terms and conditions at any time without prior notice.

Exchange Policy

• Please examine the products carefully when receiving our products. Unless there is an issue with the quality of the products, return and exchange after purchase are not available. 

• If for any reason you are not entirely satisfied, please contact our customer service via email cshk@xove.com.hk by providing order number, name, mobile number and reason for exchange within 7 business days upon receiving the products.

• The customer may exchange for another product of the same value. If the price of the product exchanged is lower than that paid by the customer, such difference will not be refunded to the customer. If the price of the product exchanged is higher than that paid by the customer, such difference will charge to the customer.

• Exchanges will be processed upon approval and receiving the returned products.

• Customer will need to pay the delivery fee for all return and exchange products to our designated address.

• Each product can only be exchanged once. All return and exchange are not included delivery charge, limited edition, gift packaging and engraved products.

• The Company shall have the right to examine the product and determine if there is an issue with the quality of the products. 

Return/Refund Policy

• Under normal circumstances, all confirmed orders cannot be cancelled or refunded. 

• If for any reason you are not entirely satisfied, you may return the purchased items in their original condition to our designated locations within 7 business days upon receiving the products. Please contact our customer service via email cshk@xove.com.hk by providing order number, name,  mobile number and reason for return.

• All returns, refunds and exchanges are subject to validation and approval at XOVĒ Hong Kong’s discretion.

• The return product(s) must be unopened and in its original packaging. Products opened or used are not acceptable for returns. 

• Refunds and exchanges will be processed within 15 business days upon receipt and notify the issuing bank of your credit card. All return and exchange are not included delivery charge, limited edition, gift packaging and engraved products.

• Refunds will be made to the credit card used for payment. The time to post a credit to your account is determined by the issuing bank. Please contact your own issuing banks for details.

XOVĒ Membership Program 

1. Membership

• Once you have successfully created an online account and you can start making purchases on the official site of XOVĒ Hong Kong. You may receive bonus point for every HK$1 dollar spent on the purchase you made through the Site; but it is subject to the promotion mechanics, such as member tier (Rose Gold: HK$1=1 point; White Diamond: HK$1 = 1.5 points) and birthday privileges or special double bonus point scheme etc. For details of the membership, please refer to XOVĒ Membership Program. If you are already a subsisting member of XOVĒ, you may be able to check on your current membership balance of points earned from your previous purchases made at retail store in Hong Kong on your online account. Any new points earned from the online purchase will be added and accumulated to your existing membership balance. Therefore, the provision of the true and accurate information by you is extremely important in this regard. As a reminder, unless specified, all purchase offers and services are not applicable in online purchase.

2. Points

• You will receive bonus point for every HK$1 dollar spent on your online purchase. Any new points earned from the online purchase will be added and accumulated to your current existing membership balance in 2 working days. As a reminder, points are non-transferrable to any third parties and cannot be used to redeem cash.

• Any points earned can be redeemed at retail stores in Hong Kong only. Any points, regardless earned from online or offline purchases, must be redeemed at retail stores in Hong Kong only. In any disputes, the decision of XOVĒ Hong Kong shall be final and conclusive.