Frequent Q&A

After completing your order, you can check the current status by using the “Order Inquiry” function located at the top right corner of the page. The order status definitions are as follows:

• NEW (Order Placed Successfully): Your credit card transaction has been authenticated by the bank, and your order has been officially placed.
• PREPARED: Your items have been selected and packed according to your order details.
• SHIPPED (Order Dispatched): Your order has been handed over to the courier and is on its way. Delivery will be made to your designated address within 3–4 business days (excluding weekends and public holidays) from the date of order confirmation.
• CLOSED (Order Delivered): Your order has been successfully delivered and signed for at your designated address.

Customers can select gift box packaging on the shopping cart page before proceeding to payment.

We will ship your order via Kerry Logistics Express. To check the delivery status, please visit THIS LINK and enter your tracking number:

• Enquiry Hotline (Kerry Express): +852 3513 0888
• Tracking Page: Kerry Express Tracking

If you have any questions or concerns about your order, please contact our Customer Service team:

• Customer Service Hotline: +852 5814 0240
• Service Hours: Monday to Friday, 9:30 AM – 5:30 PM (excluding public holidays)

We offer a VIP membership program — Provence Beauty Club, with the following exclusive benefits:

• Earn points with every purchase and redeem them for L’OCCITANE Hong Kong/Macau VIP Dollars
• Access to exclusive VIP shopping days
• Enjoy special discounts on selected products and gift sets
• Be the first to discover new arrivals and limited-time offers

Become a L’OCCITANE Hong Kong/Macau Lifetime Member with your first purchase at any L’OCCITANE boutique in Hong Kong or Macau, or through our official online store.

Please note: Purchases made at L’OCCITANE duty-free shops or spa treatments are not eligible for membership enrollment.

Learn more about our membership program