How to shop at mtm labo Online Store

1. How to place an order?

a. Go to the product page by clicking the relevant product image, and click “Add to Shopping Bag”. You will be directed to “Personalize your formulation” section to choose your ideal extracts which will be added into the relevant products by clicking “Start choosing your extracts”. You can choose to purchase the products without custom-blending by clicking ‘Purchase without personalization”. After that, the products will be added to your shopping bag. If it is your first time to purchase mtm labo products, you are cordially invited to experience our one-on-one skin consultation at our stores by clicking “Reserve your skin consultation”.

b. When you have finished choosing products to purchase, click the shopping bag icon or the “View bag” message proceed to checkout and submit the order.

Please note: you may amend your shopping bag including the quantity of each product during checkout before clicking the “Place Order” button.

c. An order confirmation email will be sent to you after an order is placed. If you failed to receive the confirmation email within 24 hours, please contact us for assistance.

2. How many products can I purchase per order?
You can purchase up to five units per product, with a maximum of ten different products per order.

3. Can I order through phone or email?
We do not support phone or email order at this moment.

4. Can I pick up the ordered products at stores?
We currently do not offer in-store pick up for online purchases. Please do not set mtm labo stores, SPA by mtm labo or TIME by mtm labo as your delivery addresses.

5. How to use coupon codes?
You may apply coupon code(s) to get exclusive offer(s) when your purchase meets a certain criteria. To use a coupon code, you may enter the code on the left of the shopping bag page. Enter the code in the box and click “Apply”, “Coupon code applied successfully” message will pop up afterwards. Please note: one coupon code per order.

6. Can I modify or cancel my order?
We apologize that we are unable to modify or cancel the order once it is placed.

7. Online security
At mtm labo, we understand how important security is to you. When you place an order at mtmlabo.com, our website is encrypted with a Secure Socket Layer (SSL) certificate, which creates a secure transaction area where you can enter payment information. You can be sure that you have entered a secure area as a small padlock symbol will appear in the address bar of your browser. For more information about payment security, please visit the page of Stripe in https://stripe.com/docs/security/stripe.

8. Delivery Policy
Online orders enjoy free delivery service if single order is worth HK$500 or more.
HK$30 delivery fee will be charged for order below HK$500. We offer SF Standard Delivery Service (Hong Kong, SAR only). Standard Delivery Service is available within Hong Kong Island, Kowloon, New Territories, and Outlying Islands. This service is NOT available in specified areas, including but not limited to Tai Long Wan, Lo Wu, Tai O Island, Siu Ho Wan, and Po Toi Islands. Orders will be delivered to the address provided by the customer when placing their order. Each order can be delivered to one address only. If you would like to send orders to multiple addresses, please place a separate order for each address.

Delivery days and handling schedules

• Under normal circumstances, the delivery will arrive at the delivery address in 5 business days after order submission. This might vary depending on seasonality. For Hong Kong’s residential address or Hong Kong’s Designated Areas, it might take additional business days.
• Delivery service is not available on Sundays and Public Holidays.
• All orders placed until 08:59 on a business day will be processed that same day. Orders placed on or after 09:00 or outside business hours will be processed the next business day.

Delivery tracking/ change of delivery address

• Once the order is dispatched, a tracking number will be provided in the delivery confirmation email. Please contact SF Express or visit their website to track your the shipment status.
• Once the order is dispatched, any changes in the address shall be arranged with SF Express by contacting their Customer Service directly. Any incurred expenses shall be borne by the customer.
• If the delivery cannot be successfully delivered to the customer due to personal reasons, please contact SF Express directly for further arrangements. If the delivery is unsuccessful after multiple times, your package will return to us. The re-delivery expense will be borne by the customers. We may keep your delivery for three months. After that, your order may be considered as cancelled, and no refund is allowed.

* Please visit SF Express’s website for the most updated and accurate information.

9. Exchange (applies to online shopping only)
Regretfully, we do not accept exchanges or returns due to the convenience of customers.

Exchange of damaged products

Should you receive a product that is not in perfect condition, please click here, or email to cs@mtmlabo.com, or reach us at 2811 5885 no later than 7 days from the date of the product is delivered. Our customer service representative will contact you for details. Should an exchange is eligible, a replacement will be delivered without any additional cost and the original product will be collected at the time of the replacement delivery. The product must be unused and unmarked in any manner.

Exchange of defective products

Please click here, or email to cs@mtmlabo.com, or reach us at 2811 5885 regarding to any defective products within 7 days from the date of the product received. We reserve the right to request supporting documents in respect of defectiveness before confirming an exchange. We only allow the exchange to proceed in retail stores, our consultants would assist you to get the most suitable product.

*The term “defective” is to be confirmed by mtm labo, and is defined as: 1) received a different product from what you ordered; 2) received an expired product; 3) adverse reaction.

Please note: mtm labo reserves the final right to interpret the terms and conditions herein. Each purchased product can be exchanged once only. The damaged or defective products have to be returned to us. For enquiries, we typically reply you within 3-5 business days.