Faq

SHHH makes all reasonable efforts to ensure the prices are correct at the time of publishing. All prices are shown in Hong Kong Dollars (excluding packaging and delivery charges) by default. We reserve the right to change prices at any time without notice to you (save that any changes will not affect orders in respect of which we have sent you an Order Confirmation). Prices are subject to change over time. SHHH will only accept orders if there are no material errors in the prices as advertised on this website. SHHH reserves the right to cancel any orders that may have been made under the presence of such error.

Products can vary in texture, colour, smell and consistency within each batch due to the natural ingredients. In general, products should be stored in a clean, cool, dry place away from direct sunlight to minimise temperature and humidity fluctuations. Please be aware that we cannot be held responsible for stock affected by circumstances beyond our control.

Always ensure you read the labels for ingredients and directions of use to prevent an allergic reaction. If an allergic reaction occurs, please seek medical attention and advice and discontinue the use of the product.

All items are subject to availability. Validly stated prices on our website remain in effect for so long as the merchandise is available or as otherwise stated on our website. We will inform you as soon as possible if the goods you have ordered are not available and if or when they will be available again.

The payment methods accepted by our website can be found on the checkout page. Please ensure that the details you enter are correct, and note that all credit/ debit cardholders are subject to validation checks and authorisation by the issuer of the card. Orders are only released once payment has been completed. We retain the legal ownership of all merchandise until full payment has been made by you and received by us.

Our system detects potential fraudulent transactions and will flag up risky orders for our review. In such cases, we may contact you for identity verification. Please understand that this is done to ensure all orders placed on our website are legitimate.

As part of our effort to reduce plastic waste, we offer refills of your favourite OMG Shampoo and Treatment. A 10% discount is available for refills in-store –– simply bring cleaned, dried used OMG bottles to our salon and we will refill them for you.  If you prefer to do this remotely via our website, you can purchase the refill only products here. There will be no discount on the purchase, however we will pay for the local shipping both ways (excluding any surcharges such as remote area charges). In this case please contact our customer service to make the arrangement.

Once you have placed your order, you won’t be able to make any changes to it on the website. If you contact our customer service within 24 hours of placing your order and let us know the changes you wish to make, we may be able to accommodate those changes as long as the order has not been shipped yet.

Items available for “Pre-order” means these items cannot be shipped to you just yet, but they can be purchased in advance so that once they are available we will ship them to you.  Pre-order items will be clearly marked in the product name and description. If your order contains other products that are in stock, unless otherwise specified we will ship those to you first.

We want to be transparent with our customers about the stock level of the products that you love and want. There can be unexpected delays every now and then so we will always let you know if something is unavailable for purchase and if they will be restocked anytime soon.

If you are experiencing technical difficulties when accessing the checkout or any part of our website, please get in touch with our customer service team and we will be happy to assist you.

Orders are typically processed and shipped within 3 working days.  A shipping confirmation email containing the tracking number (if available) will be sent to your email once the order has been dispatched.  Adding our email address hello@shhh.group to your recipients list will help ensure our notifications reach your inbox and are not labelled as spam.

You may collect online orders from our salon in Sheung Wan.  Please select “Pick Up at Store” as the delivery option upon check-out.  You should receive a confirmation email within 3 working days notifying you when your order is ready for pick-up.

Shipping fees are calculated upon checkout.  Local deliveries are handled by SF Express and will usually reach you within 3 working days.  A surcharge by SF Express will be incurred if the delivery address is in remote areas.  With regard to SF Express’ Remote Area Coverage, please call their Customer Service Hotline at +852 2730 0273 or visit S.F. Express Website www.sf-express.com for more details.

All orders are shipped from our headquarters in Hong Kong and may be liable for custom duties and local taxes at the destination.  It is often the case that you will need to pay these costs in order to release your order from customs. SHHH is unable to advise on the amount that may be incurred and cannot be responsible for such costs.

We ship worldwide and partner with DHL / Fedex / SF Express for their tracked and insured courier service. Shipping fees are calculated upon checkout when the delivery address is added. You may use the courier company’s website to check the status of your parcel and estimated time frames.  

We aim to process all our orders with the utmost care and are sorry if the items you receive are faulty, damaged or not what you ordered.  Please contact us as soon as possible and let us know the issue. Once we are able to look into the situation, we will then let you know the next steps to resolve it. Exchanges are possible only in the event of returning a faulty, damaged or wrong item. No refunds are accepted.

For returns, please get in touch with us first before sending back any items. Our customer service team can be reached by phone at +852 2915 1001, by whatsapp at +852 9565 3418 and by email at hello@shhh.group.

SHHH offers promo codes for online purchases on our official website from time to time.  Usage of promo codes is subject to our terms and conditions that may change without notice. If the code doesn’t work, please check that the code has not expired, you are not trying to use more than one offer at a time, or you have not already used it previously (most codes can only be used once). Discounts for the online store cannot be used in store and vice versa. Subscribe to our newsletter to stay updated on our latest news and promotions.

Our brick-and-mortar store located in Hollywood Road, Hong Kong, offers full hair salon services including hair cut, wash and blowdry, colouring, perming and our renowned rejuvenating hair treatments. Our award-winning hair care lines: OMG, OMG+ and KORE are available for purchase in-store among an evolving selection of internationally and expertly sourced beauty tools and lifestyle products.  For more information, please visit the Spa page.

First-time customers at SHHH Salon are required to secure their first booking by paying a HKD500 deposit.  The amount will be refunded upon completion of the services. We ask you to notify us of any changes to your booking at least 24 hours prior, otherwise the deposit will not be refunded. Here’s the link to the deposit payment page.

We offer personalised hair styling and makeup services for events upon request. Please reach out to us with what you have in mind and we are happy to discuss further details with you.

We welcome any questions, suggestions and comments about our products and services.  Our customer service team can be reached by phone at +852 2915 1001, by whatsapp at +852 9565 3418 during opening hours 10am-7pm daily (unless otherwise specified), and by email at hello@shhh.group. For whatsapp and email inquiries, we aim to respond within 1 day.

Thank you for your interest in SHHH. Please email your inquiries to hello@shhh.group and our team will soon be in touch with you.