Returns Policy

We want you to be completely satisfied with your purchase. However, if you're not happy with your item(s), you can return them within 14 days of receiving them. Once we receive the returned item and confirm that it's in good condition, we will issue a full refund, including any applicable duties and taxes.

For a full refund, all items must be unworn/unused and returned in the same condition as you received them, with their original packaging and all attached tags and labels (e.g., shoes should be returned in the original shoe box).

Please note that certain items cannot be returned for a refund due to hygiene and safety reasons, including:

• Face and body products if opened, used, or if the protective seal is not intact
• Underwear if the hygiene seal is not intact or if any labels have been broken
• Swimwear if the hygiene seal is not intact or if any labels have been broken
• Pierced jewelry if the seal has been tampered with or is broken
• Face coverings if the seal has been tampered with or is broken.

Learn more about our returns policy HERE

How to return

To return an item(s), you will need to start a return request HERE

To help us process your return, please make sure your order ID is visible in the return address, and attach a copy of your invoice or confirmation email, including your order number and contact information. A shipping fee of HK$30 will be deducted from your refund.

*We are aware of an issue whereby in some instances, returns labels are not generated and sent to customers from the returns portal after creating your return. Should this happen, please create your return in the portal again and enter your address using English characters only (if you're able). If you're still unable to retrieve a returns label, please contact our customer care team HERE who can do this for you.

Refunds

A refund will be issued through your original payment method within 10 business days of receiving your return. Once your refund has been processed, a refund confirmation will be sent to the email address provided at checkout. Your financial institution may require additional time to process the refund to your account. Please note that original shipping fees are not refundable.

Exchanges

Unfortunately, we are not accepting exchanges at the moment. If you want to exchange an item for another, please return the original one and place a new order instead.

Store Returns

At the moment, items purchased online cannot be returned to any AE or Aerie store