×
×
×

Faq

Program Information

What is VIPEXTRA Club?

VIPEXTRA Club is our exciting new loyalty and rewards program. By joining, you can earn points, redeem rewards, receive member-exclusive gifts and promotions, stay up-to-date with our new launches and tons more.

Check out here for more info.

Does it cost anything to be a VIPEXTRA Club member?

VIPEXTRA Club membership is complimentary, and you will be rewarded with a welcome bonus after you sign up. Sign up is fast and easy, you can get started right away!

What information do I need to provide to join VIPEXTRA Club?

To accurately set up an account for you, we ask you for your first and last name, gender, phone number, email address and birthday.

Is it mandatory to provide my date of birth during enrolment? What are my options if I choose not to disclose this information?

We understand your concern, and we strive to provide our valued members with exceptional service and exclusive offers, such as our birthday gift promotion. To verify your eligibility for these benefits, we kindly request that you provide us with your date of birth. If you choose not to provide this information, we will not be able to send you the offers. Please note that we value your privacy, and your personal information will be kept confidential and used solely for the purpose of providing you with the best possible service.

How do I sign up as a VIPEXTRA Club member?

There are 2 simple ways to sign up for VIPEXTRA Club – it’s fast, easy and incredibly worth your while!
Online: Click on ‘JOIN US’ in the top navigation bar of our website 
In-store: Approach one of our shop associates if you need assistance signing up.

What are the different VIPEXTRA Club membership tiers and how do I reach them?

There are 4 membership tiers in VIPEXTRA Club: Insider, Loyalist, Prestige and Supreme! With each tier upgrade, you enjoy a new level of benefits and privileges.
You can easily sign up as an Insider here.
As soon as you accrue enough spending to advance you into another tier within a membership year, your account will be upgraded to a higher tier. Check out here for more details!

Why has my membership tier changed?

Your membership depends on your accumulated spending within a 12-month period from the date you have enrolled, renewed, upgraded or downgraded into your current tier.

Upgrades occur as soon as you accrue enough spending to enter next tier threshold within a membership year. We will review your membership at the end of your membership period to determine whether you will stay at the same level, or move down a tier.

Manage Your Account

I lost my password. How to reset it?

Relax! Resetting your password is super easy! Go to here and click ‘Lost your password’, you’ll be prompted to verify your identity using a one-time password (OTP) via SMS, after which you can reset your password.

How do I manage my VIPEXTRA Club account?

You can view and manage your VIPEXTRA Club account 24/7 by signing in.

I upgraded my tier, when will my VIPEXTRA Club account be updated?

Congrats! Please allow up to 48 hours for your VIPEXTRA Club account to change from the current tier to the new tier.

Can I change my membership profile name?

No sorry! It’s important that you provide the same name as appears on your travel document. You may be required to present valid identification for verification when earning points or redeeming goods and services.

Can I share my VIPEXTRA Club account with my friends or family members?

Absolutely no! Your VIPEXTRA Club account is non-transferable and is unique to you.
Keeping your password confidential is super important, it helps your personal account stay private and secure. We will not be responsible if your password is disclosed, whether intentionally or unintentionally, allowing another person to access your account.

What do I need to do to qualify for complimentary hair styling service?

Shop! A single transaction of HKD2500 (net amount) at any of amika or A80 Paris stores will get you a half year of free hair styling, whereas HKD4000 will get you a year of free hair styling.

How do I redeem the hair styling service?

Simply sign in to your account, go to “Services”, “Hair Styling”, and then you will see the button “Redeem”. Click it and show our shop associates the QR code. It’s as simple as that!

But please remember, we will not accept screenshots of the QR code.

Do you require a booking for the hair styling service?

We do not require a booking, but our hair styling service runs on a first-come, first-served basis, so sometimes there may be a wait during peak periods (such as: lunch hour, weekends). We appreciate your patience!

What happens if my facial treatment credits expire?

Don’t let that happen. Be sure to use your facial treatment credits before they expire. The expiration date will be on the “Facial Treatments” page when they are issued. If you don’t use your credits before they expire, the credits will not be reinstated back to your VIPEXTRA Club account.

How often will I receive emails from you?

Don’t worry, we won’t spam you! We like to keep you updated with exciting promotions, special giveaways and new product launches. You can expect an email from us a couple times a month.

How do I unsubscribe from receiving emails?

We are so sorry to see you go. You can unsubscribe from our emails by scrolling down into a previous email we’ve sent you and select unsubscribe. This will remove you from our emailing list.

How do I cancel my VIPEXTRA Club account?

We don’t think you’re going to need this, and we hope you don’t, but just in case, you can send your cancellation request to help@vipextra.com . Any outstanding points or services and product warranties will be cancelled at the same time.

Earning Points

How do I earn points?

Once you’ve joined the VIPEXTRA Club, you can earn points on products and services purchased online and in our owned retail stores right away.
All you need to do is identify yourself as a VIPEXTRA Club member during a transaction. You can, for example, show the unique barcode that corresponds to you or provide the phone number associated with your membership at in-store checkout, or sign in to your account before placing your order online.

Can I earn points for purchasing your products at retail locations (such as OnTheList, Zalora, Fortress)?

Unfortunately, not at this time.

If I make a purchase before becoming a VIPEXTRA Club member, can you find my purchase and add the points back to my account?

Sadly no. We cannot apply points for past purchases, so make sure you have your VIPEXTRA Club account ready before purchasing.

When will I see my points in my VIPEXTRA Club account after making a purchase?

It normally takes 24 hours after your purchase for the points to show up in your VIPEXTRA Club account.

Remember to always keep your purchase invoices for verification in case of a discrepancy.

How do I track my points balance?

Checking your point balance is super-duper easy! You just need to be signed in to your VIPEXTRA Club account, and once you do, you can view your point balance through the web here:

When do my points expire?

Points remain active on your account for 12 consecutive months. Not to worry, you can always check your points’ expiration in your VIPEXTRA Club dashboard after signing in.

Can I combine points from multiple accounts into a single account?

Nope. Each individual is limited to one account. Memberships and points are not transferable and subject to present and future program terms.

What should I do if I notice discrepancies in my points?

Don’t worry, we’ve got you! Email us at help@vipextraclub.com with a description of the issue you’re experiencing and a copy of your purchase invoice.

Redeeming Points

What can I redeem my points for?

Your points can be redeemed for free products, free services or dollars off a purchase.

How do I redeem my points?

While we put this new platform in place, there will be a black-out period during which you will not be able to redeem your points. This black-out period will start on 1 August 2022 and is expected to end around 31 December 2022. Stay tuned!

How will I know when I can redeem rewards with my points?

Keep an eye on your email — we will be sharing latest updates and limited-time rewards you won’t want to miss!

Can I combine rewards with promo code?

We don’t have a way to combine these two. We allow either rewards points or a promo code to be used at check-out.

Can I return a reward I redeemed?

Rewards are non-returnable, non- refundable and hold no cash value.

Can you tell me the hours of operation for a specific store, so I can pick up my reward there?

Store hours are not consistent at every location (we cannot include opening and closing times on our website, as the hours can differ by day and store). You may want to contact the store location that you will be visiting for their exact hours of operation.
However, hours of most of our stores are as follows:
Monday – Sunday: 12pm to 8pm

Online Orders

Are the online offers valid in retail stores and counters?

These offers are exclusive to our online store. We may, however, roll out different retail promotions from time to time, so be sure to follow us on Instagram for the latest offers and promotions!

Are the promotion hair tools or beauty device entitled with any warranty service?

Yes, yes, yes! The hair tool comes with a 1-year warranty, and Telosin V comes with a 2-year warranty.

Are the promotion hair tools or beauty device entitled with any warranty service?

With our warranty, you won’t have to worry about paying regular price again if the current one breaks.
The administrative fee varies by brands.
amika HKD$198 per hair tool per service use
A80 Paris HKD$198 per hair tool per service use
Telosin V includes a 2-year warranty service and will be waived the maintenance service administration fee in the first year. In the second year of the product sold, the administrative fee for each product is HK$688 per service use.
Other BEX GRP Terms and Conditions apply.

How long will it take for my order to get to me?

After checkout is complete, your order goes into our processing queue. 

Hong Kong / Macau orders typically arrive within 7 business days during promotion period. For China orders may take about 14-21 business days, depending on your location.
Further information can be found at T&C.

While do our best to ensure the timely delivery of all orders, please understand that we are only provided with an estimated delivery date from our carriers.
On rare occasions, these packages can arrive outside of the estimated timeframe.
If your estimated delivery date has passed and you haven’t received your order, please get in touch with our friendly Customer Service Team at help@vipextra.com with your order number and we’ll be happy to check for you.

How do I track my orders?

When your order has been processed, you will receive an email providing you with a tracking number to check up on your order.

Please note that sometimes the tracking can take a day or two to be updated by the carrier. If it looks like it’s not moving, chances are it’s on its way!

I have not received my order confirmation, what should I do?

Order confirmations come immediately after placing your order. Typically, if you have not received your order confirmation it may be in your junk/spam box or there is a typo in your email address. Please contact our customer service team.

Where do you ship?

Currently, we only ship to Hong Kong, Macau, and China, but we are constantly looking for new markets, so we may soon be able to ship to you if you are outside those countries. Stay tuned!

How much does shipping cost?

Shipping within Hong Kong / Macau is a flat rate of HK$50. Orders over HK$800 are eligible for free shipping!
Shipping in China is a flat rate of RMB$100. Orders over RMB$1300 are eligible for free shipping!

I received multiple boxes. Would I get charged extra delivery fees?

In order to make sure our service is able to exceed your expectations, we will deliver your order in the best way. Please rest assured, we will only charge one delivery fee per order regardless of the number of boxes received.

I was asked to pay additional taxes. Why?

In some countries, additional fees are charged when importing goods into the country. You’re required to pay customs charges, import duties and taxes where applicable at the delivery destination. Please check with your local customs office to determine what these additional costs will be before placing your orders.

My item arrived flawed, what should I do?

We do our best to get your order to you in perfect condition, but mistakes can occasionally happen. Please provide us with your online order number with photo(s) of your flawed item via help@vipextra.com within 7 days of delivery, so we can take a closer look and help with a solution!

Can I pick up my order at your shop?

Nope, sorry. Delivery from SF Express to your door is arranged for you.

I’ve already placed my order, can I cancel or make changes to it?

We are unable to cancel or change your order once it has been successfully submitted, so please double-check that you grab the right products and that your details are accurate before placing your order.

Is it possible for me to choose the gift of my choice?

Oops, free gifts will be randomly assigned, based on availability, so you will not be able to choose.

Can I get a refund if the price has changed since I ordered it?

Our prices change in response to trends, stock and demand from customers. In this case, we will not refund the difference.

How do I add a coupon / promo code?

Coupon / promo codes cannot be retroactively applied. They must be entered at checkout. On the check-out page, you will see a box where you can enter your coupon / promo code. Its associated discount will appear immediately in the ‘Coupons’ section, so double-check to make sure everything looks right before completing your purchase.

Oh and, only 1 coupon / promo code can be used per purchase.

Why isn’t my coupon working?

There are a few reasons why this might be happening! If there is a sale event going on, coupon codes are temporarily disabled as they cannot be combined with other discounts. Some items are not eligible for discounts. If none of these apply to the situation, please reach out with us to get that checked, before placing an order.

How long do items stay in cart?

Please note, items placed in the cart are NOT reserved. You must complete check out to secure your order.

If I make an eligible online purchase, can I receive hair express services?

Online purchases do not come with hair express services.

Product Warranty

How long is my product covered under warranty?

It depends. Our products may have different warranty periods, so it is important to check them with a shop associate before purchasing. Once you have made the purchase, the warranty period of your product will be determined according to the info listed under the “EXTRA CARE” section in your VIPEXTRA Club account.

How do I know if my product is covered under warranty?

To receive warranty service, you must have a VIPEXTRA Club membership, and your product should be listed under the “EXTRA CARE” section, where it describes how long your product is warranted and what to do if it becomes defective. 

Having activated my product warranty within 14 days of purchase, do I still need to become a member of VIPEXTRA Club to manage my product warranty?

Warranty services are now administered by the VIPEXTRA Club, so if you wish to claim your product warranty, you must register as a VIPEXTRA Club member and submit a claim through your membership account.

When does the warranty period begin?

The warranty period begins at the time of purchase, not at the time of the product’s first use.

How do I start a warranty claim?

If your product fails to function properly under normal use due to a covered defect and it is within the warranty period, simply sign in to your VIPEXTRA Club account and click “EXTRA CARE”. Once there, you will see the “CLAIM” button, click it and tell us what the problem is, and upload a picture of your defective product.

Can you tell me the entire warranty claim procedures?

  • Submit a warranty claim online through your VIPEXTRA Club account
  • Wait for our response patiently, it usually takes about 2 business days
  • Once your claim has been approved, you will receive an email that will allow you to pay the administrative fee. If, however, your claim is rejected, you will be notified of the reason for the rejection and will not be able to proceed further
  • Following successful payment, you will receive an email that contains all return instructions.
  • Return your defective product to us
  • We will make our best effort to send you a replacement within 14 business days, however, there is a possibility that some unforeseen circumstances may cause a slight delay on rare occasions.
  • We will send you another email with your tracking number that lets you track with the courier directly

Can I claim my warranty over the phone or via email?

No, sorry. We value your privacy and do not accept warranty claims or administrative payments over the phone or via email. Please follow our instructions to submit your warranty claim online through your account, and that’s the only way you can do it!

I received a feedback from you saying my request has been approved, so what’s next? Should I send the product back to you now?

You will receive a separate confirmation email after settling the administrative fee. Please wait for this confirmation before heading to SF Express to send us your return.

How much is the administrative fee?

With our warranty, you won’t have to worry about paying regular price again if the current one breaks. 

The administrative fee varies by brands.

amika $198 per item per service use

A80 Paris $198 per item per service use

Telosin V includes a 2 year- warranty and will be waived the maintenance service administration fee in the first year. In the second year of the product sold, the administrative fee for each product is HK$688 per service use.

Telosin VII includes a lifetime limited warranty and will be waived the maintenance service administration fee in the first year. In the second year of the product sold, the administrative fee for each product is HK$688 per service use

What is the administrative fee for?

We understand how inconvenient and frustrating it can be to wait for your favorite product, we want to ensure you receive it as soon as possible, therefore, a brand new replacement will be sent instead of replacing any parts or making repairs. We only charge a small administration fee to cover costs associated with shipping, inspecting, packing and extra manpower required to take care of your claim.

Will the administrative fee be adjusted overtime?

We try not to increase administrative fee unless we absolutely need to, but due to the epidemic, the cost of providing warranty services is increasing, so there is the possibility of adjusting the administration fee to keep things running smoothly.

What are the payment options?

We accept PayPal, Visa, Mastercard, American Express, and AliPay.

My payment is not going through, it is stating that my card is unable to be processed - what should I do?

In this case, please reach out to your credit card provider. We also suggest trying a different browser (such as, Chrome), as this will sometimes take care of it!

What if I don’t have the original packaging?

If you have original packing, pack the defective product in it. If not, you can pack in other package but safely. 

All returned defective products, accessories and their parts will become the property of VIPEXTRA Club and are non-returnable to you, so please don’t send in your purchase invoice, welcome gifts, etc. We are unable to return them.

Do I have to pay to ship my defective tool to you?

The administrative fee covers round-trip shipping costs to/from Hong Kong or Macau, but please note that packages that are returned to us due to an incorrect or invalid address are only reshipped at the customer’s expense.
If you live outside of Hong Kong or Macau, please arrange for someone to send and receive the products for you.

Do you ship to PO boxes or SF Lockers?

For security reasons, we do not ship to PO boxes or SF Lockers. Door-to-door delivery service will be arranged for you by SF Express.

Do you repair or replace the defective product?

If your warranty claim has been approved, we will replace your defective product with a brand new product of the same model. Administrative fee may apply.

What if the model of my original purchase has been discontinued or is currently out of stock?

In the unlikely event that the products are not available, we may, at our discretion, send you a reasonably similar model.

Can I request for a specific color or design of my replacement?


As much as we would love to assist you with your request, we are unfortunately unable to guarantee the design of your replacement as it is subjected to stock availability at our warehouse, and may not be the same as your original purchase.

When can I receive the replacement?

Please retain a record of your tracking number so that you are able to monitor the progress of your return on the SF Express website .

Once your return has been received, We will make our best effort to send you a replacement within 14 business days.

We do our best to ensure the timely delivery of your replacement, however, there is a possibility that some unforeseen circumstances may make it take longer than usual. If your replacement is late, we sincerely apologize.

How do I know that my replacement has been shipped? How do I track it?

When your replacement has been shipped, we will send you another email with your tracking number that lets you track with the courier directly.

Help, my tracking number doesn’t work!

Your tracking number can take up to 2 business days to show movement. If your tracking number has not updated after 2 business days or is not working, please email us and we will be happy to help you out!

Can you lend me a product to use while I’m waiting for the new replacement?

There is no lending service, but don’t worry, our team is working hard to process your warranty exchange request, so you won’t have to wait long to get your replacement!

My replacement arrived flawed, what should I do?

We do our best to get your replacement to you in perfect condition, but mistakes can occasionally happen. Please take pictures of the outside packaging, product packaging, and the product itself. Submit your pictures and email address associated with your membership to help@vipextraclub.com , so we can take a closer look and help with a solution!

Great! I’ve received my new replacement. What’s the warranty period of it?

Your replacement will be warranted for the remaining duration of the original warranty.

How do I promote the life span of my product?

If your product received the care it deserves, it will last for many years.

Here are some tips for you: Always unplug your product after each use, and make sure to maintain safe and careful practices and habits when using your product. Keep your product clean of residue or product build up by wiping them regularly with a smooth, gentle cloth. Refrain from wrapping the cord around your product, and always store your product properly in a dry, safe area.

The plastic surface of your product can oxidize or degrade over time, regardless of how well you care for it. To minimize the risk of plastic becoming sticky, we recommend that you wash your hands before touching your product to avoid leaving serum or oil on it, and you can use a little bit of alcohol to clean the surface of your product once a week while not in use.

Are there any exclusions to the warranty?

Yes, our warranty does not cover:

  • Physical or internal damaged caused by misuse, negligence or improper storage (such as, but not limited to, dropping it, plugging it into the incompatible of power outlet, switching to the wrong voltage, pulling on the cord improperly, exposing it to water, and not following package instructions)
  • Broken components (such as, but not limited to, scratches on the plates, cracked or chipped plates, product build up, broken exterior, broken plugs, burnt cords, exposed wires)
  • Deterioration to the surface finish, aesthetics, or appearance of the product
  • Any alteration or repair by you or by a third party
  • Theft or loss

We cannot guarantee the quality of products sold by unauthorized retailers, including unauthorized resellers on Carousell, eBay, etc. and thus we will not honor the warranty for any products sold by them.

Safety, Security & Privacy

Are my credit card details safe?

We take online security seriously and take every measure to ensure your details are safe at all times while you are with us. Our site is fully encrypted, we use Stripe for card transactions, and payments through PayPal and AliPay are handled via their secure payment pages.

Will my credit card information stored in your system?

No card information is ever saved at VIPEXTRA Club and it remains the private property of the card holder at all times before, during, and after the administrative fee payment.

How will you use the information I provide on this site?

Please check our Privacy Policy page for more details.

Have More Questions

I'm having trouble with your website, what should I do?

Try refreshing the page! If that doesn’t fix the issue, you may want to clear your cache. On most internet browsers, you can clear your cache using ‘Tools’ or ‘History’. Once you’ve cleared your cache, close & re-open your browser.

If you’re still having trouble, please contact us with a description of the issue you’re experiencing, screenshots of any error messages you get and what device & web browser you’re using to access (i.e. Safari on an iPhone 13).

I have a question that isn't listed above, who should I ask?

We are here for you! Email us at help@vipextra.com and we will be happy to help you out.

When should I expect a response?

We are available Monday through Friday 10am-6pm (GMT+8), except for Hong Kong public holidays and special office closures due to unforeseeable circumstances. We do our best to respond to our members within 2 business days.