FAQ

SHIPPING & DELIVERY

When will my order ship?
  • Orders are typically processed and shipped within 1-3 business days.
What are the shipping costs?
  • We offer complimentary shipping on all orders over HK$1,000. For orders under HK$1,000, shipping fees will be collected on delivery (SF Express Pay on Delivery).
What shipping methods do you offer?
  • We currently ship via SF Express. You can choose home/office delivery or SF Self-Pickup Lockers.
How long will delivery take?
  • Orders are typically delivered within 1-3 business days once shipped. You will receive a tracking number to follow your package's journey.
How long should I expect to wait for "Out of Stock" or "Pre-order" items?
  • At SAGE ATELIER, we prioritize freshness and uncompromising quality. To ensure the potency and stability of every formula, our products are crafted in Small Batch Production at our specialized laboratories in Canada and air-freighted directly to Hong Kong.

    If a popular item is out of stock, please allow approximately 10-14 business days for meticulous formulation and quality testing. Pre-orders will be fulfilled on a first-come, first-served basis as soon as the new batch arrives.
What should I do if an item is "Out of Stock"?
  • If your desired product is sold out, it means the current batch is either fully reserved or currently in production.

    Pre-order Option: You may place your order as usual. This secures your priority in our next shipment once the new batch passes quality control and arrives in Hong Kong.

    Inquiries: As production timelines vary by product, feel free to contact us via WhatsApp or Email if you have an urgent request. Our team will provide you with the most up-to-date status on specific items.

RETURNS & EXCHANGES

Can I return an item if I change my mind or ordered the wrong product?
  • For hygiene and safety reasons, we do not accept returns or exchanges for personal reasons (e.g., change of mind, personal preference on scent, or incorrect selection).

    All sales are final once purchased, except in cases of verified manufacturing defects. We kindly recommend reviewing your cart carefully before completing your order.
Under what conditions can I request an exchange or return?
  • We only accept requests for the following product-related issues:

    Severe Damage : The packaging is damaged upon arrival, causing the contents to leak or rendering the product unusable.
    Incorrect Order : You received an item that does not match your original order.

    If you encounter either of these issues, please contact our support team within 48 hours of receipt.
Can I return a product if I experience an allergic reaction after use?
  • As skin types and allergens vary from person to person, we cannot guarantee that a product will be suitable for everyone. Once a product has been opened or used, we are unable to accept returns or exchanges due to hygiene and safety protocols.
    For customers with sensitive skin, we kindly recommend reviewing the full ingredient list or consulting a dermatologist before making a purchase.
What should I keep in mind when requesting an exchange or return?
  1. Original Packaging: All original packaging must be kept intact. Please do not discard any materials until the process is complete.
  2. Product Integrity: We cannot accept returns if the packaging is incomplete or shows signs of tampering. Any indication that the product has been used or intentionally damaged will void the exchange eligibility.
  3. Review Process: Once our team inspects and confirms a manufacturing defect, we will immediately arrange for a replacement or refund. SAGE ATELIER will cover all shipping costs for replacements verified as quality issues. You will not incur any additional charges.
What should I do if my package or product arrives damaged?
  • Please note that risks associated with shipping are borne by the customer once the order has left our facility. If you notice significant damage to the external packaging upon delivery, please refuse the shipment or request the courier to witness the unboxing before signing.

    Liability: If it is confirmed that damage occurred during transit due to improper handling by the courier (e.g., SF Express), the courier company shall be held liable for any compensation.

    Assistance: Customers are advised to contact the SF Express Customer Service Hotline (2730 0273) directly to initiate a claim. While SAGE ATELIER will provide shipping records and photos to assist in your claim, we cannot be held directly responsible for damages caused during transit.

PRODUCT INQUIRIES

Are your products suitable for sensitive skin?
  • Our formulas are designed to be gentle; however, we always recommend performing a small patch test behind the ear or on the inner wrist before introducing any new product to your routine. >
    If redness, itching, or any irritation occurs, please discontinue use immediately and consult a medical professional.
Where are SAGE ATELIER products made? Are they quality-guaranteed?
  • At SAGE ATELIER, we maintain the highest standards of quality. While the vast majority of our products are formulated and produced in leading professional laboratories in Canada, a very select few items are manufactured by global partners to leverage specific specialized expertise. This ensures that every product, regardless of origin, meets our rigorous safety and performance benchmarks.
Does SAGE ATELIER test on animals? Is the collection Vegan?
  • Absolutely not. We are strictly Cruelty-free; we never test on animals at any stage of product development, from initial formulation to the finished product.

    The majority of our collection is Vegan-friendly. However, a select few products contain natural Beeswax or Lanolin to maintain specific textures and nourishing properties. If you have strict vegan requirements, we encourage you to review the ingredient list on each product page or contact us for personalized assistance.