FAQs
We have tried to answer the most common questions here.
Exchange or Return Policy
Can I exchange or return my item?
Customers have 7 days from the date of receiving their product(s) to initiate a return for eligible items.
To be eligible for an exchange, items must be unused, in their original condition, and include all original packaging.
A valid receipt or proof of purchase is required to process any exchange.
For more information please visit our Exchange or Return Policy page.
Can I receive a refund?
We generally offer returns or exchanges rather than refunds. Please reach out to our customer service team if you have any questions or concerns, at info@innotier.com or +852 9269 1279 (WhatsApp). Our team is available to assist and communicate with you.
What if my product is faulty or damaged?
We take pride in ensuring that all our products meet the highest quality standards. However, we are truly sorry if you receive an item that is faulty, the wrong size, or damaged.
If your product arrives in any of these conditions, please reach out to our customer service team at info@innotier.com or +852 9269 1279 (WhatsApp). We are here to help and will work with you to resolve the issue promptly.
Rewards and Memberships
How do I join your membership programme?
We apologise, but membership applications are currently only available at our flagship store located at Shop G1, Nan Fung Place, 173 Des Voeux Rd Central or our Hong Kong International Airport Store located at T038, End of Check-in Aisle G, Departures Level (L7); Non-restricted Area.
We understand this may cause inconvenience for those outside of Hong Kong, and we appreciate your patience. We are working towards making membership applications available online.
What are the benefits of joining the membership programme?
Our membership program offers exclusive rewards, birthday vouchers, and access to special events. The benefits are structured into two tiers, Platinum and Centurion, based on the customer's net spending account. As you move between these tiers, you can enjoy enhanced rewards and perks.
Creating an Account
Can I create an account?
Register for an account here: innotier.com/account/login and enjoy the following benefits:
- View your orders, profile information and saved addresses
- Auto-fills details stored in the account during checkout for a faster checkout experience
- Get our latest updates and promotional offers through email
Orders and Tracking
Where can I purchase INNOTIER?
INNOTIER is sold exclusively at:
- innotier.com
- Flagship Store - Shop G1, Nan Fung Place, 173 Des Voeux Rd Central, Hong Kong
- Hong Kong International Airport - T038, End of Check-in Aisle G, Departures Level (L7); Non-restricted Area
Be the first to know about our new collections, products and more by signing up for emails located at the bottom of this page.
What are your shipping costs and delivery times?
We offer shipping to various regions with the following details:
Hong Kong & Macau
Delivery Time: 2-4 business days for available items
Free shipping for orders over HKD 500. For orders under HKD 500, a shipping fee of HKD 30 applies.
Overseas
Delivery Time: Approximately 7-14 working days (Please note that this timeframe may vary due to customs and immigration delays)
Free shipping on orders over HKD 4,000. For orders under HKD4,000, a shipping fee of HKD 400 applies.
Pre-orders
For pre-ordered items, please add an additional 1-2 weeks to the estimated shipping times listed above, as processing times can vary by product.
*Shipping costs, along with any additional fees, will be calculated at checkout.
How can I track my order?
All our orders are shipped via SF Express, and you will be provided with an SF tracking number. If you encounter any issues or concerns with tracking your order, please contact our customer service team at info@innotier.com or +852 9269 1279 (WhatsApp).