FAQ
FRAGRANCE & BEAUTY
You can contact us either Online or by telephone at (852) 3622 5281, Monday - Saturday, 09:00 AM - 08:00 PM, so that we may assist you in your search.
You may contact the Client Care Hotline at (852) 3622 5281, Monday - Saturday, 09:00 AM - 08:00 PM. You may also contact us online.
For questions about our makeup products, you can also refer to our Makeup Lessons.
Our beauty advisors are also available to assist you in all CHANEL Fragrance and Beauty Boutiques and Counters.
CHANEL does not publish catalogs or brochures for its cosmetic products. You can find the most complete and up-to-date information about our products by browsing our website](https://www.chanel.com/en_HK/fragrance-beauty/home.html).
You may contact the Client Care Hotline at (852) 3622 5281, Monday - Saturday, 09:00 AM - 08:00 PM, or visit a (CHANEL Fragrance and Beauty Boutique or Counter where our beauty advisors are available to assist you.
First of all, you should know that this sensation is quite normal. It is explained by a habituation effect that no longer allows us to detect a fragrance on ourselves the same way we did when we first started wearing it. However, do not fear: other people will still be able to smell and appreciate the fragrance on you.
There is, however, a simple way to enhance your usual perfume: use one or two complementary products from the line, such as a cream or body lotion, for example. The scent that is delicately left on your skin will enhance your fragrance all day long.
We invite you to discover all of the products in the Fragrances section of our website.
You may also contact the Client Care Hotline at (852) 3622 5281, Monday - Saturday, 09:00 AM - 08:00 PM.
Selecting a fragrance is a personal experience that depends on our habits and olfactory memory. This memory is often linked to personal emotions or our lifestyle.
To be advised in selecting a CHANEL fragrance, we recommend that you visit a CHANEL Fragrance and Beauty Boutique or a CHANEL authorized retailer. A beauty advisor will be able to provide recommendations after speaking in-depth with you about what you are looking for. To find the authorized CHANEL retailer nearest you, please refer to the list of retailers on our website. You will also find a description of all our fragrances in the Fragrances section of our website.
You may also contact the Client Care Hotline at (852) 3622 5281, Monday - Saturday, 09:00 AM - 08:00 PM.
The classic enemies of perfume are heat, air, and light. We also recommend that you keep your bottle tightly sealed, store it in its original packaging if possible (if the environment where it is kept is overly bright), and of course, keep it away from sources of heat. You can make your fragrance last several years by following these simple recommendations.
At this time CHANEL makes very few miniature bottles, which are produced only for perfume extracts. However, CHANEL Fragrance and Beauty boutiques and counters regularly provide samples of its Eau de Toilette and Eau de Parfum fragrances in the form of mini-sprays, which allow you to discover the fragrances.
To find a CHANEL Fragrance and Beauty boutique or counter nearest you, please refer to the Store Locator section on our website.
There are two ways to apply a fragrance:
To the skin directly, to pulse points such as the wrist and neck, in order to intensify the fragrance. The way a fragrance reacts with your skin will create a very personal and seductive effect.
To your clothing, to preserve the integrity of the original fragrance. However, you should remember that some fabrics are delicate, and perfume can sometimes cause staining. We also recommend always applying a fragrance to the inside of your clothing or to its lining.
To receive personalized recommendations, please contact the Client Care Hotline at (852) 3622 5281, Monday - Saturday, 09:00 AM - 08:00 PM.
LES EXCLUSIFS DE CHANEL is a collection of unique fragrances that draw their inspiration from the House’s history and the life of Mademoiselle Chanel.
The LES EXCLUSIFS DE CHANEL collection is available in CHANEL Boutiques, and at the Fragrance departments of selected department stores. You can find a list of these by referring to the Store Locator section of our website.
You may also contact the Client Care Hotline at (852) 3622 5281, Monday - Saturday, 09:00 AM - 08:00 PM.
All share the same olfactory identity; however, each formula contains variations that amplify or enhance the perfume wearer’s desired effects. Additionally, their concentrations are often different and more suited to certain lifestyles. A parfum is traditionally worn in the evening, whereas eau de parfum and eau de toilette formulas are more suited for daytime wear.
To receive personalized recommendations, please contact the Client Services Department by calling (852) 3622 5281, Monday - Saturday, 09:00 AM - 08:00 PM.
In order to preserve the integrity of the original fragrance, we recommend that you do not apply the fragrance to your skin, but instead that you spray the inside of your clothing or its lining.
To receive personalized recommendations, please contact the Client Care Hotline at (852) 3622 5281, Monday - Saturday, 09:00 AM - 08:00 PM.
The CHANEL Makeup Creative Studio recommends applying foundation using either your fingers or a foundation brush, such as the PINCEAU FOND DE TEINT FOUNDATION BRUSH.
With your fingers:Dispense foundation onto the back of your hand for optimal control. Dab it onto your face, starting in the center and working outwards.
With a brush:Dispense foundation onto the back of your hand. Pick it up with the brush and apply it all over your face, starting in the center and working outwards.
To receive personalized recommendations, please contact the Client Care Hotline at (852) 3622 5281, Monday - Saturday, 09:00 AM - 08:00 PM.
Select light shades to illuminate the complexion, and dark shades to structure the face. Apply light shades of blush with a brush to the tops of cheekbones, and apply dark shades to the hollow area below the cheekbones. This contouring effect will add depth to your makeup.
To receive personalized recommendations, please contact the Client Care Hotline at (852) 3622 5281, Monday - Saturday, 09:00 AM - 08:00 PM.
You should select a foundation based on your desired makeup results and your skin profile.
Understanding your skin type is crucial for choosing a foundation texture (fluid, cream, or compact) that works best for you. The foundation should feel comfortable and natural on your skin. Always opt for a shade one level lighter than your natural skin tone to enhance luminosity, as a foundation that appears too dark can detract from your complexion.
Consider whether you want a sophisticated or more relaxed look. Just as you dress differently for the office, a night out, or a weekend at home, your makeup can also vary to match your mood and occasion.
For personalized recommendations, please contact the Client Care Hotline at (852) 3622 5281, Monday - Saturday, 09:00 AM - 08:00 PM. A beauty advisor will assist you in better understanding your needs and desires.
Use a lip liner to outline and add color to your lips before applying lipstick. This helps the color adhere better. After applying your lipstick, blot any excess with a tissue and lightly dust your lips with powder. Apply the lipstick again to significantly extend its wear.
You may also contact the Client Care Hotline at (852) 3622 5281, Monday - Saturday, 09:00 AM - 08:00 PM.
Makeup is applied differently for the evening than for daytime wear. For evening wear, choose a lighter shade of foundation to boost radiance. You can also emphasize your eye makeup or lipstick, which will stand out even better when paired with a lighter foundation.
To receive personalized recommendations, please contact the Client Care Hotline at (852) 3622 5281, Monday - Saturday, 09:00 AM - 08:00 PM.
Unfortunately, when a star product is sold out, it is final. The only solution is to make sure you don't miss out on anything: stay up-to-date every season by reading fashion/beauty magazines and by visiting the CHANEL Fragrance and Beauty boutiques and counters.
You can also subscribe to our Newsletter to receive regular email updates about CHANEL Fragrance and Beauty.
To receive personalized recommendations, please contact the Client Care Hotline at (852) 3622 5281, Monday - Saturday, 09:00 AM - 08:00 PM.
Makeup often reveals our personalities or reflects our current moods. Finding your own style involves selecting what suits you and what you enjoy from current trends. Some essential rules, such as choosing the right foundation, remain constant. From there, create the rest of your look based on your mood, desires, the season, and the messages you want to convey. There are two main approaches to makeup: one is understated, focusing on enhancing natural beauty and radiance; the other is more free and spontaneous, expressing your current mood.
To receive personalized recommendations, please contact the Client Care Hotline at (852) 3622 5281, Monday - Saturday, 09:00 AM - 08:00 PM.
The two most frequent causes of this are choosing an ill-suited texture or not properly preparing the skin. Makeup bases help provide flawless wear.
Here is a tip: if you are going out at night and are afraid your skin might look oily, quickly rub an ice cube over your face, then blot your skin dry with a paper tissue. This will set your makeup in place and boost your radiance: magic!
To receive personalized recommendations, please contact the Client Care Hotline at (852) 3622 5281, Monday - Saturday, 09:00 AM - 08:00 PM.
Do not apply moisturizer to your eyelids. Absorb any excess oil with a paper tissue, then lightly dust your eyelids with loose powder. To lengthen the wear of your eyeshadow, you can also dampen it with water before applying it.
Make sure that your applicator is thoroughly dry before placing it back in the compact.
To receive personalized recommendations, please contact the Client Care Hotline at (852) 3622 5281, Monday - Saturday, 09:00 AM - 08:00 PM.
Waterproof mascaras are formulated to not cause damage to the eyelashes. It is strongly recommended that you remove mascara with a waterproof eye makeup remover such as DÉMAQUILLANT YEUX INTENSE.
To receive personalized recommendations, please contact the Client Care Hotline at (852) 3622 5281, Monday - Saturday, 09:00 AM - 08:00 PM.
The creators of CHANEL makeup always recommend (just as for foundation) selecting a powder that is one shade lighter than your natural skin tone, in order to brighten the complexion and boost its transparency.
To receive personalized recommendations, please contact the Client Care Hotline at (852) 3622 5281, Monday - Saturday, 09:00 AM - 08:00 PM.
Starting at age 25, cellular renewal slows down and early signs of aging set in, which are at first invisible. To receive personalized recommendations, please contact the Client Care Hotline at (852) 3622 5281, Monday - Saturday, 09:00 AM - 08:00 PM.
There are several different types of masks available to meet the skin's various needs. As a general rule, you can use a mask 1 to 3 times a week. If you are looking for a more targeted treatment that is adapted to your skin's specific needs, we recommend that you visit a CHANEL Fragrance and Beauty boutique or counter to receive tailored assistance from a beauty advisor. To find the retailer nearest you, please refer to our Store Locator section.
You may also contact the Client Care Hotline at (852) 3622 5281, Monday - Saturday, 09:00 AM - 08:00 PM.
A skincare product is most effective when it targets the skin’s needs precisely. To choose the best-suited products and to identify the care that meets your expectations, we recommend receiving a personalized consultation. Developed by CHANEL Research, it takes into account your lifestyle and skin characteristics to provide product recommendations that are completely adapted to your skin profile.
To receive a consultation, You may also contact the Client Care Hotline at (852) 3622 5281, Monday - Saturday, 09:00 AM - 08:00 PM or visit the CHANEL BEAUTÉ nearest you.
As a general rule, use them in the following order: cleanser, lotion, serum (if your recommended regimen includes two serums, we recommend using one at night and one in the morning), followed by your daily moisturizer. However, this order may vary with certain specialized products.
To receive more advice, we recommend that you contact the Client Care Hotline at (852) 3622 5281, Monday - Saturday, 09:00 AM - 08:00 PM or visit the CHANEL BEAUTÉ nearest you.
CHANEL Research has made sensitivity a subject of study. This research has revealed that several different types of sensitivity exist: contact sensitivity, environmental sensitivity, and sun sensitivity. In order to determine yours more precisely, we recommend that you receive a personalized consultation, which will provide you with the most targeted product recommendations.
To receive a consultation, please visit one of our CHANEL Fragrance and Beauty boutiques or counters, or contact the Client Care Hotline at (852) 3622 5281, Monday - Saturday, 09:00 AM - 08:00 PM.
There is no contraindication against this; in fact, sunscreen is a complementary step for daily skincare products. We recommend that you apply your usual moisturizer in the morning, wait a few minutes, then apply your sunscreen.
To receive personalized recommendations, please contact the Client Care Hotline at (852) 3622 5281, Monday - Saturday, 09:00 AM - 08:00 PM.
You can follow CHANEL on social media:
You can purchase our products at CHANEL Fragrance and Beauty boutiques or counters.
By category or product line: You can browse all the categories of our products from the menu at the top of each page.
Using the search feature: Click the search icon represented by a magnifying glass located at the top right of each page, then enter one or more keywords in the window that appears. The products and other associated content (videos, makeup lessons, etc.) that are pertinent to your search will be displayed.
You can visit a CHANEL Fragrance and Beauty boutique or counter where a beauty advisor can assist you and present the CHANEL products that best suit your needs.
As a general rule, we recommend that you receive a consultation at least twice a year when the seasons change or each time you repurchase a CHANEL product. However, other factors can cause changes in your skin: recovering from illness, stress, a specific climatic environment or even a simple change of lifestyle. It is, therefore, preferable to seek personalized recommendations from a beauty advisor.
To receive a consultation, please visit one of our CHANEL Fragrance and Beauty boutiques or counters of which you can find a list in the Store Locator section, or contact the Client Care Hotline at (852) 3622 5281, Monday to Saturday：9:00 AM to 8:00 PM.
Currently, gift card is not available in Hong Kong CHANEL Fragrance and Beauty boutiques and counters.
We kindly ask that you provide us with the contact information for the vendor (name and place of sale, regardless if it is a store or a website) so that we can consider which actions should be taken to put an end to activities that may constitute acts of counterfeiting. You can provide us with this information by filling out the Contact us form on our website. If you have filed a complaint against the seller, we remain at the disposal of the authorities to which this complaint has been filed for any information regarding the nature of the product in question.
We wish to draw your attention to the fact that despite the actions we take daily against websites that sell products that infringe on our rights, the Internet remains a particularly significant vector for the dissemination of counterfeit goods. This is why, in your interest, we recommend only purchasing CHANEL goods from CHANEL Fragrance and Beauty boutiques or counters and authorized CHANEL websites and retailers. This way, there is no risk of encountering counterfeit goods. You can find a list of CHANEL Fragrance and Beauty boutiques or counters on the Store Locator section of our website.
Please contact CHANEL Client Care by email at customerservice@chanel.com.hk or by calling +852 3622 5281 (Hong Kong) or +853 6825 8580 (Macau), Mon to Sat, 0900-2000, so that we can assist you in your search. You can also contact us online.
From the login section, click the Create an Account link to access a form. Enter the required information in the fields marked with an asterisk and click “Submit.” By signing in to your account, you can:
Track your orders
Change your account information
Change your password
Save multiple addresses
This subscription also gives you the option to receive news from CHANEL.
or Macau: Before creating your account you must accept our Privacy Policy.
To access the My Account section, enter your username and password into the login window.
Please click the forgotten password link. You will automatically receive an email prompting you to create a new password.
Chanel.com delivers to Hong Kong & Macau addresses only. Billing and delivery addresses must both be Hong Kong & Macau addresses. Please call us at +852 3622 5281 (Hong Kong) or +853 6825 8580 (Macau) if you have any questions.
Notably for security reasons, we shall not process any order for which a general delivery address, a P.O. box, a parcel locker, or a parcel pick-up service address has been provided.
Unfortunately, we are unable to allow any changes to the shipping address once an order is placed.
After selecting the product you wish to order through the CHANEL Online Boutique, click “Add to Bag” and specify your desired quantity.
You can view or edit the contents of your bag at any time by clicking the shopping bag icon in the top right-hand corner of all website pages. By clicking “View Bag,” you can confirm or edit your bag and then proceed to checkout.
Once your payment has been made, a confirmation page will appear with your order number, indicating that your order has been received. A confirmation will also be sent to you by email.
Once your order has been placed, you are not able to modify it.
If you no longer require your order upon delivery, please contact CHANEL Client Care by email at customerservice@chanel.com.hk or by calling +852 3622 5281 (Hong Kong) or +853 6825 8580 (Macau), Mon to Sat, 0900-2000.
Unfortunately, if you did not select the option to include a gift message during checkout, we are unable to add the message after your order has been processed.
The following payment methods are accepted:
• MasterCard
• VISA
• American Express
• China UnionPay
• Alipay
• Apple Pay
We do not currently accept CHANEL Gift Cards purchased in a boutique, personal cheques or postal orders.
Unfortunately, we are unable to allow changes to credit card information once an order is placed.
For all payment methods, the amount will be debited immediately after your order has been placed. You will receive a message from us confirming the delivery of your order.
You may unsubscribe from CHANEL marketing communications through your account preferences.
Your invoice will be attached to the confirmation email you received after placing an order through the CHANEL Online Boutique.
If you have an account, you can also access your invoice by going to My Orders. Click the "Download Invoice" link to view and print your invoice.
All orders placed through the CHANEL Online Boutique are uniquely packaged by CHANEL and can be delivered to locations in Hong Kong & Macau only.
CHANEL offers the following delivery options:
Standard Complimentary Delivery for orders above HKD 500. For orders below HKD 500, shipping fee of HKD 30 will be applied.
Ship To Store*
Complimentary Ship to Store Delivery to your selected boutique for all orders.
*Availability of this service is subjected to change without prior notice
Hong Kong S.A.R.: Delivery within 2-3 business days (Mon-Fri 09:00 - 19:00, excluding Public Holidays)
Macau S.A.R.: Delivery within 4-5 business days (Mon-Fri 09:00 - 19:00, excluding Public Holidays)
Kindly note: if you place an order on the day before weekend or public holiday, your order will only be proceeded on the next business day. The actual delivery date shall be subject to notification from the carrier.
Every order is prepared with the utmost care and delivered in CHANEL keepsake packaging.
For each order, you will receive either the CHANEL Essential packaging or the CHANEL Signature packaging, and two complimentary fragrance and beauty samples from our selection. You may choose to include a personalised gift note.
For Standard Complimentary Delivery, a tracking link will be provided in the e-mail you receive from us confirming the delivery of your order. If you have created an account, this link is also available on our website under My Account, then My Orders.
You will also receive a text and/or email from our carrier.
For Ship to Store orders, you will receive a text and email from us once your order is ready for collection at your selected boutique.
Regretfully, we are unable to modify or cancel your Chanel.com order once placed. We apologize for any inconvenience this may cause you.
In order to receive a refund, please contact CHANEL Client Care by email at customerservice@chanel.com.hk or by calling +852 3622 5281 (Hong Kong) or +853 6825 8580 (Macau), Mon to Sat, 0900-2000 to assist you in your request.
You can return all or part of your CHANEL online boutique order within 14 calendar days from the date of order delivery.
Please contact our Client Care Advisors at customerservice@chanel.com.hk or call +852 3622 5281 (Hong Kong) or +853 6825 8580 (Macau), Mon to Sat, 0900-2000 for more information on the return procedures. Please return the products in their original packing, along with the packing list, and drop the package to assigned CHANEL Fragrance and Beauty Boutiques.
For hygiene and safety reasons, sealed products that have been opened are not eligible for reimbursement.
We invite you to view our Terms and Conditions of Sale. They are accessible at the bottom of the website page and must be accepted before an order is finalised.
The CHANEL Online Boutique provides guest purchases so you may purchase products without registering as a member. However, a CHANEL account would be required to enjoy exclusive benefits offered by the CHANEL Online Boutique.
After selecting the product you wish to order, please click "Notify Me" in order to receive a notification as soon as we have availability of the product.