Customer Service

You, our customer, is the center of everything we do, from idea creation to product design, production, online user experience, shipment and after sales service. At AmoureLi we are only satisfied once you, our customer, is satisfied. We take every single step of bringing our ideas and products to you with utmost detail – since – “retail is detail“. If you need to talk to us directly please make use of the online contact form.

Order, Shipping FAQ & Terms

How long does it usually take until my order is processed?

All orders are processed within 2 business days. There is no order processing available during weekends or general public holidays in Hong Kong.

Where do you ship to?

We ship within all regions in Asia, Europe and North America including Canada as well as to Australia and New Zealand. If you need us to ship to a specific location please get in touch with us via our contact form.

What shipment methods are available?

We ship via EMS or UPS preferred. You can select from the available shipping options during the checkout procedure. FREE international shipping is available for orders with an order value over USD 100 (approx. HKD 900) via EMS or similar.

How long does it take until my shippment arrives?

Within the Asian region, including China, shipping time is between 2 – 5 days. International shipping takes 7 – 9 days where international express shipping usually takes between 2 – 5 days. Local delivery within Hong Kong is completed within 1 – 2 business days.

Can I track my order?

In simple words, yes.

All our products and customer orders are handled and shipped by FloShip, a reliable logistics provider specialized in e-commerce fulfillment solutions. Accurate tracking information are provided for each fulfilled order.

A tracking link is included with each order shipped. The link is included in the confirmation email right after your order has been shipped out. Additionally, tracking details are provided for each order in the “My Account -> My Orders” section.

What if I am not at home while my shippment arrives?

Please make sure that packages can be received by a person. Our appointed logistics services can’t leave packages unattended. If there is no one to receive the package, it will be sent back to us. We are generally not able to deliver to P.O. Boxes.

Can I add to, remove from or change my order details?

Please email us at contact@amoureli.com with the changes you would like to make or use our online contact form. Please provide your order number. We regret that we are unable to amend orders once they have been shipped out.

How can I deactivate SMS order notifications?

You may deactivate SMS order notifications by unticking the option in your personal account settings. You can access the settings page here.

I don't receive any SMS order notifications. What shall I do?

It could be that the phone number that we have on record is outdated or perhaps not complete. Make sure to include the country code, for example +852 0000 0000 or +1 000 000 0000. In case you are not sure please get in touch with us.

You can update your phone number here.

Payment FAQ & Terms

What payment methods do you accept?

We accept payments for our products and services via PayPal. You can pay secure and reliable via your PayPal account or with your Credit Card without the need to register an account with PayPal. Direct Credit Card payment is available via Stripe secure card payment system. Customers in China may find it convenient to pay via Alipay.

Customers located in Hong Kong do enjoy free and easy payment via FPS. FPS payment must only be made to pay@amoureli.com. Please provide your reference number in the order detail page after payment has been completed via FPS.  If you require help, please contact us.

HSBC PayMe users located in Hong Kong may select to make payment via PayMe. Please include your order reference number during your payment via PayMe. Contact us for help in case you encounter any difficulties using HSBC PayMe facilities.

In what currency are your products offered?

All prices provided on Shop.AmoureLi.Com are expressed in Hong Kong Dollar (HKD). Use an online currency converter to check your local currency for reference. At AmoureLi we charge you secure and reliable via PayPal or your Credit Card generally in HKD. AliPay will convert to Renminbi (RMB) or to Yuan (CNY) automatically.

What does the currency converter do?

In the left area of the  shop page, you will see a currency selector. By clicking on any of the available currencies, the shop will display all product price information in your selected currency. This is for easy reference only and you will still be charged the equal amount in our Hong Kong base currency, HKD (Hong Kong Dollar).  Rates are constantly updated to reflect the most current exchange rate. The exact amount of your payment is shown during the checkout procedure.

Do I need to have a PayPal account to make my online payment?

No, in fact not.

A fully registered PayPal Account is not required to process your payment. Once you complete the checkout process you can choose to make your payment at the PayPal payment page directly with your credit card and won’t need to register a full PayPal account. Or, pay with your existing PayPal account.

Alternatively use your credit card and make payment via our secured card payment option powered by Stripe. Customers in China may find it convenient to pay via Alipay.

What is FPS payment?

Customers located in Hong Kong do enjoy free and easy payment via FPS. FPS payment must only be made to pay@amoureli.com. Please provide your reference number in the order detail page after payment has been completed via FPS.  If you require help, please contact us.

What is PayMe payment?

HSBC PayMe users located in Hong Kong may select to make payment via PayMe. Please include your order reference number during your payment via PayMe. Contact us for help in case you encounter any difficulties using HSBC PayMe facilities. Our PayMe code is as following:

Return Policy

What is your general return policy for lingerie products?

If for any reason you are not happy with your purchase, you may return the item(s) within 30 days of the order date for store credit or refund with a copy of your original invoice to the original payment method, less the shipping charge.

Important: Lingerie is very personal, hence please be considerate to return items only in original, resealable condition (unworn, unwashed, unaltered) with the tags attached. You! AmoureLi reserves the right to decline your return and ship it back to you at your own expense, if these terms have not been followed.

What is the return shipment procedure I need to follow?

To return any merchandise purchased via AmoureLi online to us, please follow these quick and simple steps:

  1. Before you return any merchandise purchased via AmoureLi online, please contact us before you return any item. Please use the online contact form. You will receive a return confirmation and authorisation email from us that includes a return authorisation number.
  2. Make sure that all labels are still attached to each individual item. Items with its label removed are excluded from returns.
  3. Pack all return items into a box. A copy of the original invoice must be included in the box.
  4. Label the box clearly visible as following “AMOURELI RETURN” with the return authorisation number included.
  5. Ship the box to:
    Sun Logistics (Tin Shui Wai)
    No.515, Shek Po Road
    Tin Shui Wai, New Territories
    Hong Kong (SAR) – China
  6. Inform us that the box has been shipped.

How long does it take to process my return?

Please allow up to 7 business days from your return delivery date for your return to be processed. You will receive an email confirmation once your store credit or refund is issued. Depending on your financial institution, it may take up to two billing cycles for the credit to appear on your monthly statement.

I received a wrong item which I did not order. What should I do?

This rarely happens, however in the event that we ship the wrong style or size from what was ordered or a defective item, we will provide you with a complimentary return shipping label and re-ship a new one to you. If your item is defective, please reach out to us at contact@amoureli.com and we will work to remedy your issues. Please make sure to include your order reference and customer number. You may use the contact form to reach out to us quick and easy.

VIP Gift Card FAQ

What is a VIP gift card?

The VIP gift card is a bonus card program introduced by AmoureLi for our very special VIP customers. It can either be used as a gift to surprise someone special to you or simply use it for yourself. The VIP gift card can be redeemed during checkout to make payment for the items purchased at Shop.AmoureLi.Com. Each VIP gift card includes an initial 10% free bonus value based on the total card value. It is a simple token of appreciation for your customer loyalty.  All VIP gift cards are delivered virtually by email. You can buy a VIP gift card here by choosing from one of three available options.

Where can I purchase a VIP gift card?

Thank you for asking. You can purchase one of three VIP gift card options by following this link. Each VIP gift card includes a free initial bonus value as a thank you for your customer loyalty. You can surprise someone special to you or use the VIP gift card by yourself. As a VIP gift card owner you’ll receive very special VIP offers as well a free bonus rewards.

How can I redeem my VIP gift card?

It’s simple, just enter your gift card number either in the coupon field located in the shopping cart or enter the gift card number during checkout located just before the address and order details. Click the link to open the entry field. If you need help please let us know.

How can I add value to my VIP gift card?

You can top-up value to your VIP gift card by following this link. Top-up option is only available once your initial card value has been fully redeemed. The top-up amount is the same amount as the initial value of your VIP gift card.

Does the VIP gift card expire?

Unless otherwise announced, all VIP gift cards have no expiry date.

Can I receive a cash refund for a remaining VIP gift card value?

We really don’t like to disappoint you, but no, there is no cash refund option available for any of the VIP gift cards. If in doubt please contact us.

General & Account FAQ

I can't add items to my cart, why?

Before you can add items to your cart you need to select from all available product option, such as color and size. Once all options have been selected the “Add to Cart” button is enabled and turns from grey to black. We hope that this was helpful to you. If not, please get in touch with us and we will assist you with your order.

Do you offer coupon codes?

Oh yes, we do offer promotional coupon codes from time to time. Make sure to subscribe to our newsletter to receive our latest product offers, new arrivals as well as special one-time coupon codes. As first time customers you do enjoy a 10% welcome bonus on all qualified products. Simple use the coupon code AMOURE10 during cart checkout.

How can I find out about sizing?

We have created an easy size-chart for our customers. It’s located on each product page. AmoureLi lingerie is designed and crafted with experience to best compliment your natural shape. We want you to feel good wearing AmoureLi lingerie items, so please do not hesitate to get in touch with us should you need any further help to find that perfect piece for you.

Is shopping at AmoureLi safe?

Certainly yes. Our shop is not only protected and safeguarded by data protection technology such as SSL encryption, we never store your payment details on our server. Further our customers are protected by PayPal buyer protection. Your safety and protection is our top priority. We will do whatever within our ability to safeguard our customers data.

Do you have a privacy policy?

Your privacy is our concern, hence we have put together a policy to protect your data while we offer our products and services to you. Check our Privacy & Cookie Policy here.

What's the benefit to subscribe to your newsletter?

Not only will you receive exciting product announcements, special offers and limited discounted sales items as our VIP member, moreover all newsletter subscriber do enjoy a 20% discount on the first order placed with AmoureLi. This discount excludes products already discounted or on sales and the special discount code may not be used in combination with another coupon code. Simply subscribe to the newsletter and we will have your personal 20% off discount code mailed to you. We love to welcome you as our VIP member.

Do you provide social login option?

Yes we do.

The sites most commonly associated with social login are Facebook, Instagram, LinkedIn, Google, Twitter and Windows Live. When you visit our site, you have the option to register and log in with your regular shop account at AmoureLi and password or through your choice of social platform where you maintain an account. We won’t read nor store any of your social account information, we simply make use of your social login for improving your users experience within the AmoureLi online shop with a simple one-click registration – fully safe and secure.

We currently support social login options via the following platforms including Google, Facebook, Instagram, Twitter, Windows Live, and LinkedIn.

Is there gift wrapping available?

There certainly is. Please add your gift wrapping requirement to the additional order comments.

Can I work for AmoureLi in Hong Kong?

We are always looking forward to meeting talented individuals who help us shape our future together. Please contact us by making use of our online contact form.

We are currently looking for female fashion models who would like to represent our collection. If you are interested please reach us at model@amoureli.com. Tell us about yourself, your vitals and stats and perhaps add a recent photo of you.

If you are an Influencer or KOL and like what we do, please reach out to us at social@amoureli.com or simply use the contact form and select subject “Social Media Cooperation”.

Could not find an answer to what you are looking for? Why not just contact us and ask your question directly. Please use the contact form or use the chat icon located at the bottom left corner of this page or within the contact section. We need to here from you in order to improve our service provided to you.

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You need to feel good – otherwise we won’t feel good.