Return / Refund Policy

We do not provide for any return and/or refund of our product unless it was incorrectly delivered or damaged during transit. Customers are advised to inspect the general condition of the products immediately upon receipt of the delivery. No claims shall be entertained once the delivery order has been accepted by customers.

My order has arrived, but I would like to cancel. Is this possible?

Once an order has been successfully submitted with payment duly authorized, Tisserand Hong Kong will not entertain any request for cancellation of the order. As such, please ensure that you have checked all details prior to submitting your order for processing.

The product I have received has damaged/torn packaging. Please advise.

All orders are carefully hand-packed at our local warehouse facility and we go to great lengths to ensure that your products arrive in pristine condition. However, if in the unlikely event the packaging was damaged in transit, please write to us at [email protected] with a record of the delivery date, time, waybill number and a photograph of the product (as proof of damage) and we will respond to you as soon as possible with a solution.

Please note that Tisserand Hong Kong will not be held accountable for any products which have been acknowledged upon delivery. Therefore, we strongly urge customers to check the condition of your order before signing for acknowledgment.

The product I have received is defective. Please advise.

Please contact us immediately by writing to us at [email protected] with photographic proof of the defect. We will respond to you as soon as possible with a solution to the defect.

My order for a designated recipient was unsuccessfully delivered on a few occasions. I’d like to cancel/return my order. Is this possible?

We regret to inform you that we do not entertain refunds or returns in the event that the designated recipient of your order cannot be contacted/located. In this case, the product will be returned to the purchaser, and any additional delivery charges to re-deliver or re-route to any new address shall be borne by the purchaser.

Am I able to return defective products to any of your retail stores?

Please be advised that online/e-store purchases are treated as separate from shop purchases; product returns for online /e-store purchases will not be accepted at any of Tisserand Hong Kong;s business partners.