Frequently Asked Questions
Frequently Asked Questions
Welcome to Sweetuskin's frequently asked questions. Find helpful information about shopping, delivery, products and after-sales support below.
Shopping & Payment · Delivery & Order Tracking · Products & Warranties · After-Sales Support · Contact Us
Shopping & Payment
1. How can I get product advice before ordering?
Start with the descriptions, specifications and instructions on the product page. If you would like to compare models or confirm a particular feature, send our customer service team the product name or link for assistance.
2. Which payment methods can I use?
You can pay with a Visa, MasterCard, American Express, UnionPay, or JCB card. If you experience a payment issue, contact our team with the error message. Do not send full card details, passwords or verification codes.
3. Can I change my delivery address or cancel my order?
Please contact us as soon as possible with your order number and requested changes. We will check the order's processing status and confirm whether your request can be accommodated. A request is not confirmed until our team has verified it.
Delivery & Order Tracking
4. Where are orders shipped from?
All orders are dispatched from our warehouse in Hong Kong. Overseas orders are shipped via DHL, while Hong Kong orders are delivered by SF Express.
5. When will my order be dispatched and delivered?
Under our current shipping policy, we aim to dispatch orders within 5 working days after acceptance and successful payment. Our delivery information page lists an estimated 4–12 working days for tracked delivery; this is not a guaranteed arrival date. Actual timing may vary depending on the destination, logistics, customs clearance, holidays and peak shopping periods. Working days are Monday to Friday, excluding public holidays.
For more details, please read our Delivery Information.
6. How much is shipping, and can you deliver to my location?
Enter your delivery address at checkout to view the available shipping options and charges. Orders above HK$3,800 (about USD$486) qualify for free delivery. If no suitable option appears, please contact our customer service team to check the arrangements before ordering.
7. How can I track my order?
Once your order has been dispatched, you will receive a dispatch confirmation email containing a tracking number. Use this number to check your parcel's progress. If you cannot find the email, check your spam folder or contact us with your order number.
8. What should I do if my parcel has not arrived?
Check the tracking updates, confirm your delivery address and contact details, and look for any delivery notices or collection instructions. If you still cannot locate your parcel, contact our team with your order number and tracking number for assistance.
Products & Warranties
9. Are your products authentic?
Yes. All products sold by Sweetuskin are genuine, authentic products.
10. Where can I check specifications, included accessories and instructions?
Please refer to the product page and the manufacturer's instructions supplied with your product. Features, accessories and usage requirements may differ between models. If anything is unclear, contact us with the product name and model.
11. Does my product come with a warranty?
Warranty periods depend on the manufacturer's policy. Please contact us before purchasing if you need to confirm a product's warranty period, repair service details or coverage. Keep your proof of purchase for future enquiries.
After-Sales Support
12. Where can I find your exchange and refund arrangements?
Exchange or refund requests due to product specification issues must be submitted within 24 hours of receiving the product. Please read our Exchange & Refund Policy for the applicable conditions and arrangements. To make a request, contact our team within this timeframe with your order number, product name and details of the issue so we can review it.
13. What if an item arrives damaged, incomplete or different from my order?
Please contact us promptly with your order number, photos of the item and packaging, and a description of the issue. Keep the product, accessories, packaging and proof of purchase while we review the situation. Our team will follow up according to the circumstances and applicable policies.
Contact Us
14. How can I contact Sweetuskin?
WhatsApp: +852 6110 4619
Email: cs@sweetuskin.com
For order enquiries, include your order number and a brief description of the issue to help us assist you. You can also visit our Contact Us page.
This page provides a summary of common questions. For specific product and order arrangements, please refer to the relevant product page, delivery information and after-sales policies, or contact our team.