FAQ

Do you have questions about...

Returns and Exchanges?

What do I do if I had an allergic reactions?


We take pride in our specially curated products. The ingredients of the product are listed on the page to help you identify any sensitivities with certain ingredients. Different skin types and skin conditions may react differently to our products and brands. It is always best to know and understand how your skin reacts to different products and ingredients. If you experienced an allergic reaction, please send a detailed description of what occurred along with the pictures to info@bloop-asia.com. We will help find an appropriate solution. Please note that issues must be reported within 14 days of receipt of item. In certain instances, a medical certificate may be requested to identify if it is the product that caused the allergic reactions.




What happens if I am unhappy with the product I purchase or I changed my mind?


We do not accept return of items if you have made an incorrect purchase or you changed your mind after receiving the items. Kindly review your cart before completing the order.




Can I test the products before buying them online?


As we are an online store, we do not have an option to test or see the products before purchasing them. You are welcome to try out the products at the nearest bloop counters near you. Please also check the ingredients listing before completing your purchase to identify any allergens.




What do I do if I receive a faulty item or have a problem with an item ordered?


Please contact us immediately at info@bloop-asia.com with your order number, details and an image of the faulty items received. Please do not discard the items as we may request for it to be couriered back.




What if I'm missing an Item?


We apologize for the missing item in your order.

Please provide some information for us to investigate on the issue , Meanwhile, do please send us an image of all the items received together with the following:

  • Image of Item with the packaging and your Packing list showing your Order and/or Tracking Number
  • Name of Missing Item
  • Order Number
  • If the item is in stock, we will arrange for a replacement. If the item is out of stock a refund or credit voucher will be issued to you.




What if I am missing a sample from my order?


If you did not receive the sample or Gift item that you've chosen with your order, do contact our customer service team here with your order number and a photo of the items that you've received with the invoice list included in the photo. Our Warehouse will only pack items as shown in the invoice.




What if I received a wrong Item/incorrect item?


We have a 14-day exchange policy for defective and incorrect items, upon receipt of order.

We apologize for the incorrect item that you received. We will contact our Warehouse to have the items checked. While we investigate the items against our stocks, Please send us an image of the item together with the following:

  • Image of Item with the packaging and your Packing list showing your Order and/or Tracking Number
  • Name of Item
  • Order Number
  • If the item is in stock, we will arrange for a replacement. If the item is out of stock a refund or credit voucher will be issued to you upon collection of wrong item.




What if I received a damaged item in my order?


We apologize for the defective item that you received. The item may have been damaged during delivery in transit. All items should be sealed and wrapped in protective bubble wrap. Should they are tampered with,

You may exchange the item within 14 days of receiving them and we will arrange for a collection of the defective item.

Please send us an image of the item together with the following:

  • Image of Item with the packaging and your Packing list showing your Order and/or Tracking Number
  • Name of Item
  • Order Number
  • If the item is in stock, we will arrange for a replacement. If the item is out of stock a refund or credit voucher will be issued to you upon collection of damage item.





our Shipping Policy?

Do you ship to P.O. BOX or Parcel Lockers?


As we require a signature for all packages, we do not ship to P.O. BOX or Parcel Lockers. We only ship to valid residential or home address or commercial addressed to which we can ship the order. Bloop will not be liable for any lost orders should you request for your order to be delivered without any signature.

Any request for Authority to Leave without Signature will be at your own risk.




How to track my order?


To track and check the status of your order, please enter the tracking number sent to your email. Please contact the courier to check on the status of your package




Will I be charged at customs?


We believe in hassle-free shipping and ship on a Delivery Duty Paid basis. This means that all relevant import taxes and duties are included in the final order purchase price. If you are charged any import taxes or duties, please contact us at info@bloop-asia.com for assistance. Please include your order details and duty/tax documentation in your email.




What should I do if my order has not arrived?


To track and check the status of your order, please track the order through the link in your order confirmation.




I entered the wrong address, what should I do?


Please contact us immediately at info@bloop-asia.com .The delivery address for an order must be a valid residential address - we do not ship to P.O. Box or Parcel Lockers. Unfortunately, the delivery address cannot be amended once the order has been paid.
In the event that the wrong address is indicated in the order, and the package is delivered, Bloop will not be liable for any replacement or refund.
The courier will charge an additional cost for change of address for undelivered parcels with wrong/invalid address.Please contact us immediately at info@bloop-asia.com




Will I get charged for a re-delivery?


There is no re-delivery fee. Our courier will contact you to re-arrange the delivery schedule. Should the courier unable to reach you after multiple attempts, the parcel may be returned to the warehouse and there shall be a delivery charge to arrange for re-delivering.





Ordering?

What and where is my order confirmation number?


The order confirmation number will be provided

  • In your confirmation email
  • When you view your “Order Status” under “My Account”




How long does it take to confirm my order?


Orders are confirmed once payment has been completed. Please check your email for the Order Confirmation.




Why does my Order Status show “payment pending”? Should I re-create a new order?


Most payments are processed immediately. Once the order has been confirmed you will receive a confirmation email with delivery details. If you do not receive a confirmation email within 24 hours, please contact us at info@bloop-asia.com and DO NOT re-create your order to prevent duplication




Can I amend my order after it has been confirmed and paid for?


We know how exciting it is to receive orders on time, therefore we are unable to amend any orders as we process orders immediately when payment is confirmed. Any amendments may cause delay in the delivery of your order. Should you need to make any amendments, contact our customer service at info@bloop-asia.com.




Can I cancel my order?


Unfortunately, we are unable to cancel orders once it is paid. We receive a lot of orders and we are unable to go through them individually as this will cause delays to all other orders. Please review your items carefully prior to completing your orders. Only items showing in your Order Confirmation will be shipped unless the items are Out OF Stock.




Can I order through phone?


Although we love talking to our customers, we don't take orders over the phone.




What do I do when items in my cart are Out of Stock?


We know how annoying it is when your favorite items are out of stock. In the event that your item is unavailable, please click the ”Remove Item” tab located under the specific item. This will not affect the rest of the items in your cart.




I am facing problems ordering through my mobile device, what do I do?


Bloop-bloop.com is compatible on most mobile devices and browsers. We suggest restarting the browser and clearing the cache before logging onto www.bloop-bloop.com. If you continue to face problems, please send a screenshot of the error to info@bloop-asia.com and we will be happy to assist you.





Payment?

Why am I being charged international credit card fees?


An international transaction fee is a surcharge on your bill that appears when you make a purchase that passes through a foreign bank. Transactions and purchases made via Bloop-bloop.com Online are currently being processed with our international account. Your bank may charge you an international transaction fee for purchases made with our website. Please contact your bank to find our if your bank imposes International Transaction Fees for purchases that pass through a foreign bank.




I made a payment but I haven't received any confirmation


Most payments are processed immediately. Once the order has been confirmed you will receive a confirmation email with delivery details. If you do not receive a confirmation email within 24 hours, please contact us at info@bloop-asia.com. Please do not re-create your order to prevent duplication

Please check your email and spam folder in case your confirmation email has landed to your spam folder.





your Account?

What do I do if I am having issues logging into my account?


If you receive a message stating that your email address/password is not recognised - please follow the steps below:

  • Please clear your cache and browser history. Close and open a new browser.
  • Make sure you are using the same email address and password you registered with.

If you are unable to recall your password, click on “forgot your password?” link on the page. You will be prompted to enter your email address and a link will be sent to you to create a new password for your account.
If you enter your password incorrectly three times, your account will be locked for 30 minutes. You will need to close and open a new browser after 30 minutes to re-sign in. If you continue to experience problems, please email info@bloop-asia.com with the details and screenshots of the error.




Will my personal information be shared with third parties?


Bloop takes prides on providing a safe and secure shopping experience. All information is kept private and confidential. We do not share or sell your personal details with any third parties.




How do I change or update my personal details?


Please log into your online account to update your Name, Email and Mobile Number. You may email customer service at info@bloop-asia.com to update your address details.




I am receiving an email that is not for me


Our apologies if you are receiving emails that is not intended for you. To avoid this from happening again, please click on the “Unsubscribe” link at the bottom of the email and we will take you off our mailing list.

To help us provide a better experience for our customers, please select the reason for cancellation of our newsletter service upon unsubscribing.





Products and Samples?

Can I get a list of ingredients for a product?


Please see the list of ingredients on each product page.




Do you offer product samples?


We offer specially curated samples, which are available upon checkout.




How do I receive Premium samples?


You may avail Premium samples when your total is HKD 800 and above. (after discount).

  • Premium samples are bigger in size or have higher value.
  • Premium samples are on while stock last basis
  • Substitutions (at random) will be given for out-of-stock samples.





our Stores?

Is there a physical store in Hong Kong?


We are glad to hear your interest for our store in Hong Kong. We are currenrtly available at selected Log On Stores, and Watson The chemist chains of stores.

Log On City Plaza, Tai Koo Shing

Log On TImes Square, Causeway Bay

Log On Metroplaza, Kwai Fong- from April 2019

Log On Langham Place, Mongkok - from May 2019

Watson Telford Plaza, Kowloon Bay

Watson Hankow St, Tsim Tsa Tsui

Watson Festival Walk, Kowloon Tong

Watson Fortune Centre, Causeway Bay

Watson Tsuen Kam Centre, Tsuen Wan





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