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Order Online

  1. All products are imported from Australia. Whilst we use our best efforts to ensure stock availability, some products may occasionally be out of stock due to shipment delays. We apologize for any inconvenience caused.

  2. We take every care to ensure your order is delivered to you promptly. Please make sure to enter correct recipient’s name, delivery address, email address and phone number. If you pay by credit card, please check that the card type, card number and expiry date are correct.

  3. If you do not receive our order confirmation emails, such emails may have been blocked by your email service providers as junk emails. Please follow these recommendations:

  4. -  add eshop@kirara.com.hk and newsletter@kirara.com.hk to your address book.
    -  if you use webmail accounts, check on any folder named "Junk", "Spam", "Filtered/Blocked", or the Trash/Bin folder. If you see our email there, please mark it as "not spam" or "report as not spam"

  5. To protect consumers from credit card fraud, we may request a copy of your credit card front side through fax or email to validate the authenticity of the card.

  6. kirara.com will send free samples or gifts to your mailing address from time to time. Please keep us updated of your mailing address to enjoy full customer benefits.

  7. If you have any questions or concerns when placing an order, please call Kirara online customer service at (852) 2723 6038 or email mail@kirara.com.hk.

  8. Kirara.com reserves the right of final decision in case of any dispute.


Shipping & Delivery

  1. Purchases are shipped by courier or express post, or delivered by Kirara service team.  Kirara retail distributors do not provide pick up service.

  2. Kirara.com will not verify the recipient’s identity and bears no responsibility for this.

  3. If your parcel does not arrive within normal delivery time period, please contact our customer service with your order number.
    Tel: (852)2723 6038 / Email: cs@kirara.com.hk. To ensure a smooth delivery, please provide a correct and complete delivery address.

  4. Delivery times may vary depending on locations, holiday periods, local customs and/or duty regulations. Kirara.com has no control over these policies and the delivery process, and therefore does not assume responsibility for duties and/or taxes, customs procedures, delivery delays or returns arising out of these issues. Although we cannot guarantee delivery times, we do our best to process orders as soon as we receive them.


Returns & Exchange

  1. We will issue a product exchange for any full priced unopened merchandise that is returned within 7 days of delivery date.

  2. Return Procedures:


  3. - Email cs@kirara.com.hk quoting the order number and indicate reasons for your return.
    - Pack the damaged or wrong products (including any gifts or samples) together with the original invoice and send back to Kirara Hong Kong office by post.

  4. All claims for shortages must be reported to Kirara customer service on the day of delivery.

  5. Items purchased from Kirara.com must be returned by post. Kirara retail distributors do not accept any returns or exchanges of purchases made online.

  6. Kirara.com does not accept returns under the following conditions:

  7. -  Any product that is returned more than 7 days after receipt
    -  Sale products, or products that have been opened, used or damaged.
    -  Not accompanied with the original invoice from Kirara.com.
    -  Free gifts or samples
    -  Any products purchased from Kirara retail distributors.

  8. Please allow one to three weeks from the day you return your package for your request to be processed. You will receive an email confirmation once your return is completed.

  9. Each item can only be exchanged once

  10. No refunds.

  11. Postage will not be refunded, if any.

  12. In the event of dispute, Kirara.com's decision shall be final and conclusive.


Undeliverable orders

  1. Occasionally orders are returned to us due to incorrect or incomplete address, failed delivery attempts, recipient’s refusal to collect the parcel or make import declarations. When the delivery agent returns an undeliverable parcel to us, we will issue a refund by deducting the actual shipping fees as handling fee.

  2. We can re-ship returned orders upon customers’ requests. Shipping fee will be charged for resending the parcel.



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Kirara Hotline/whatsapp: 9846 6869

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