STORES & PRODUCTS
Where can I buy Nanoegg products?
Currently Nanoegg products are only available in Japan to customers based in Japan on www.nanoegg.jp or via this site for customers in Hong Kong. Our Stores will have updated locations. Stay tuned for more locations coming soon!
What products are available on the Nanoegg online store?
Currently, we have 3 products - the Horei Essence, Horei EX Serum and the Marianna Standard Emulsion.
Will you sell other products from Nanoegg?
We currently stock a limited range of products from Nanoegg Japan, however, if you are interested in ordering other Nanoegg products not available in our store, please email us at hello@nanoegg.hk.
Are Nanoegg products suitable for me?
Nanoegg products are suitable for all skin types, however, to ensure that Nanoegg products are compatible with your skin, we recommend trying a small patch before use. After cleansing your face in the evening, take a small amount and apply it to the area behind your ear. Please discontinue using the product if you experience any redness, swelling, itching, irritation, colour loss such as vitiligo or darkening.This product should not be used on wounds, areas of swelling, eczema or other skin abnormalities.
PLACING AN ORDER
How do I place an order?
On our website, go to the “Shop” page, where you can see all the products available on our website.
Click on the product you are interested in, select the quantity, then click Add to Cart. A pop up will come up and you can either choose to “Check Out” or “Continue Shopping”.
Once you have finalised your order, you can click “Check Out”, enter your Customer details (email, shipping address, contact number) and pay for you order.
Do I need to create an account before placing an order?
No, you do not need to create an account before placing an order, you can check out as a guest. We do encourage you to create an account so that your personal and shipping details are saved and Checkout is faster.
How can I tell if my order is confirmed?
Immediately after you have placed you order, you will receive an email from us confirming that we have received your order. If you did not receive an email from us, please email hello@nanoegg.hk
Orders placed before 5pm Hong Kong time Monday through Thursday (excluding Hong Kong public holidays), will be processed and shipped out the following business day. Any orders placed outside of this time, will be processed on the next business day.
Once we have confirmed that there is stock for your order, you will receive an email indicating that our warehouse has fulfilled your order and your package has been given to the shipper.
If you do not receive confirmation emails from us, please contact us at hello@nanoegg.hk
PAYMENT
Store Currency
All prices listed in the store are in Hong Kong Dollars and all pricing and payment will be in Hong Kong Dollars during the Checkout process.
For your convenience, we have provided a currency converter at the top left of any page. This drop-down menu allows you to change the pricing to a variety of currencies. However, the converted price is for reference only. We do not guarantee that this will be the final amount your bank will charge you. The converted price may not reflect the currency exchange rate nor applicable fees that your bank uses at the time of the transaction.
Payment Methods
We currently only accept payment by PayPal and are working to add major credit card payment shortly. We do not store your credit card details.
CHANGES/CANCELLATIONS
We only accept changes to your order or cancellations of your order, if your order has not yet been shipped. If your order has not been shipped and you wish to change or cancel your order, please email us at hello@nanoegg.hk , and include your order number, name, email address and reason for change or cancellation.
RETURNS & EXCHANGES
Returns or exchanges are accepted if we are notified via email within 5 working days and in the following instances only:
Once processed, we will send you instructions via email. Your items will be exchanged with the correct or new product within 5 working days. Any returned items must be in its original packaging, completely unopened.
To complete your return, we require a receipt or proof of purchase.
You are responsible for shipping the returned products to us in a timely, trackable manner.
We do not accept any returns or exchanges other than the above instances.
INVENTORY AND STOCK
We try to make each and every item available for all of our customers but in the event that an item is out of stock, you will see a “SOLD OUT” listed. If you wish to be notified when that item is back in stock, please enter your email in the form provided and we will notify you when the product is back in the store.
In the unfortunate event than a product is sold out before we can confirm that your package is ready to ship, we will email you immediately with options on how to proceed.
MISSING ORDERS
If you have not yet received your order, there are several reasons why your shipment might be delayed:
SHIPPING
You can review our Shipping policies, destinations, shipping times and costs on our Shipping page.
Nanoegg ships orders from Hong Kong. Deliveries to customers outside of Hong Kong may be subject to import duties, local taxes levied by the recipient’s country or handling fees by the courier. As a recipient, you are liable and must pay the applicable duties, taxes and fees to release your order from Customs on arrival. Please contact your local Customs authority for more information.
REFUNDS
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
If you have been approved for a refund but have not yet received a refund, first check your bank account and then contact your credit card company. Please note that there is often some processing time before a refund is posted.
If you’ve done all of the above and you still have not received your refund, please contact us at hello@nanoegg.hk
DAMAGED PRODUCTS
Our apologies if your purchase did not arrive as expected. If your Nanoegg products were damaged during delivery, please contact us within 5 days of receiving your products and we will be happy to exchange your item(s). Simply email hello@nanoegg.hk and include your order number, photo of the damaged goods and we will email you instructions on how to proceed.
MORE INFORMATION
How do I contact Nanoegg Hong Kong?
You can reach us on hello@nanoegg.hk. We will respond in 1 business day.
How do I keep updated on Nanoegg products?
You can get updates on Nanoegg products via our newsletter, Facebook page or Instagram.
Do you have a newsletter?
You can join our newsletter mailing list by entering your details in the pop up box or in the form at the bottom of our website.
