FAQs

After successfully placing an order, you will see the order confirmation page and receive an order confirmation email.

Once we receive your order placed on the CANVAS Online Store, we will process the packaging and shipping within 3-5 working days after order confirmation. This ensures that you will receive the product within 5-10 working days. The delivery time for individual items may vary depending on the shipping destination you have selected.
All orders are processed on working days (Monday to Friday). If you place an order on weekends or public holidays, it will be processed on the next working day.

We currently do not accept orders for delivery to regions outside of China Hong Kong SAR and China Macau SAR. Additionally, all essential oil products cannot be shipped to China Macau SAR. We apologize for any inconvenience caused.

If you wish to cancel a submitted order, please email us at info@canvasbeauty.com.hk. We will do our best to accommodate your request. However, if the order is already being processed or shipped, we regret that we cannot modify or cancel your order.

Reasons for order or partial order cancellation include:

• Product out of stock
• Payment process incomplete
• Delivery address not serviceable
• Customer request for cancellation
• Exceeding purchase limit

If an order is cancelled, you will receive a notification email from the CANVAS website system. Your canceled order will not incur any charges. If you have any questions, please email us at info@canvasbeauty.com.hk for further information, we will reply as soon as possible during office hours (Monday to Friday, 10:00am – 5:30pm, excluding Public Holidays).

Once your order is successfully shipped, you will receive a shipment confirmation email with the order tracking number. The tracking number will be activated within 24 hours. You can enter the order number and email address on the Order Status page to check the status of your order.

Alternatively, you can log in to your account and click on "Order History" to view the status of all your orders from the official CANVAS online store, along with the courier tracking number. If you have any questions, please email to info@canvasbeauty.com.hk for further information, we will reply as soon as possible during office hours (Monday to Friday, 10:00am – 5:30pm, excluding Public Holidays) and provide assistance accordingly.

Exclusive discounts on the website are regularly updated, as long as you meet the promotion requirements, you can enjoy the offer. You just need to enter the discount code in the "Discount code" field on the checkout page and select "Apply". Please note that coupon codes may not be applicable to orders of gift sets or gift items. If you have any difficulties, please email us at info@canvasbeauty.com.hk for assistance, we will reply as soon as possible during office hours (Monday to Friday, 10:00am – 5:30pm, excluding Public Holidays).

The exclusive discounts and gifts offered on the official online store are only applicable to online purchases and not applicable to CANVAS concept stores or counters.

Sorry, guest are temporarily unable to shop at the CANVAS official online store. Please verify your account with a valid mobile number (each phone number is only for one account registration). Once verified, your account will be successfully set up, and you will be registered as a CANVAS member to continue shopping on the official website.

You can make payments using Visa, Mastercard, American Express, Discover, Diners Club, UnionPay, WeChat Pay, Alipay, and Alipay HK. If you are using an international credit card, your shipping address must be in Hong Kong. When ordering products from the official CANVAS online store, please provide a local contact phone number and use your Hong Kong shipping address as the billing address.

Your credit card payment may not be successful due to the following reasons:

• Card expiration: Please check if your card is still valid
• Credit limit reached: Please contact your bank for inquiries
• Incorrect data entry: Please double-check the information you entered
  

If you have entered the correct information but still cannot complete the checkout process, please email us at info@canvasbeauty.com.hk for assistance, we will reply as soon as possible during office hours (Monday to Friday, 10:00am – 5:30pm, excluding Public Holidays).

If you are dissatisfied with any product purchased from the official CANVAS online store within 7 days of receipt, you can request a return by contact us at info@canvasbeauty.com.hk, we will reply as soon as possible during office hours (Monday to Friday, 10:00am – 5:30pm, excluding Public Holidays).This policy applies only to products purchased through the official CANVAS online store. For products purchased from CANVAS concept stores or counters, please request a refund at the corresponding store.

Our customer service representative will ask for the following information:

• Order number
• Name and quantity of the items to be returned
• Reason for the return

If the request is approved, please provide an available pickup timeslot for the courier service, and you will be responsible for the related shipping fees.

Please follow the instructions provided by the customer service representative and package the returned items, gifts, and packaging list together. Ensure that the items are unopened and in their original condition.

The following situations or products are not eligible for return or refund:

• Products received more than 7 days (based on the delivery record of the shipping company)
• Products that have been opened or used (e.g., if the packaging tape or box has been torn)
• Products that are not in good packaging, damaged, broken, or incomplete
• Any discounted products, clearance items, or special sale items marked as non-returnable
• Any free gifts or trial-size samples
• Any products purchased from other retailers

If the returned items do not meet the above return conditions, the return request will be rejected, and the items will be sent back to you. You will be responsible for the related shipping fees.

Once we receive the returned items, we will evaluate and contact you to arrange the refund. The refund will be processed to your original payment account, and the processing time may vary depending on your issuing bank. Please contact your bank for more information.

To become a CANVAS member, simply purchase any product at CANVAS stores, counters, or official online stores in Hong Kong. Fill in the relevant personal information, agree to the terms and conditions, and provide a valid mobile phone number for account verification. After verification, your account will be successfully set up, and you will be registered as a CANVAS member.

Please note that each phone number can only be used for one account registration, and each customer is limited to one membership. In the case of duplicates, CANVAS will automatically merge the memberships without further notice. In case of any disputes, CANVAS Beauty International Ltd. reserves the right to make the final decision.

By joining the membership program, you will have priority access to CANVAS offers and enjoy additional delightful privileges. If you make a single purchase of HK$1,000 or more, or accumulate a net shopping amount of HK$2,000, you will be promoted to VIP membership status. As a VIP, you can enjoy birthday privileges, priority access to new products, participation in VIP events, discounts, and the ability to earn points and redeem gifts.

Points can be used to purchase regular-priced products at CANVAS stores, counters, or official online stores (excluding sets or other specific products), with every 20 points equivalent to HK$1 towards part of your spending amount.

Please note that shopping rewards privileges are based on the actual amount paid, and some offers may not be eligible for rewards.

When you become a VIP by making a single purchase of HK$1,000 or more, or by accumulating a net shopping amount of HK$2,000 at CANVAS concept stores, counters, or the official online store, you can start earning points from your next purchase of regular-priced products. Every HK$1 spent equals 1 point. These points can be used to redeem gifts or for future discounts on purchases in stores, counters, or the official online store, with every 20 points equivalent to HK$1.

Earning and redeeming points apply only to purchases of regular-priced products and are not applicable to discounted sets or specific promotions at stores or the official online store. Shipping fees for online purchases are also not eligible for point rewards.

When shopping at concept stores or counters in Hong Kong, please provide the contact phone number registered with your membership. The points earned from your purchases will be credited to your account within one working day.

For online shopping at the official online store, please log in or register as a member using your registered contact phone number before checkout. The points earned from your purchases will be credited to your account within one working day after payment.

The earned points can be used to purchase regular-priced products but cannot be applied to discounted sets or specific promotions at CANVAS concept stores, counters, or the official online store. Points hold cash value only when offsetting purchase amounts during shopping by VIPs and cannot be altered, sold, exchanged, gifted, or redeemed for cash. Once points are used, they will not be restored or refunded under any circumstances, including, but not limited to, returns or refunds. CANVAS Beauty International Ltd. reserves the right to change, amend, or terminate the use of points and related programs at any time without prior notice.

When shopping at stores and counters in Hong Kong, you can request to redeem points to pay for part of your purchase. The minimum points for redemption are 20, and they must be in multiples of 20 (every 20 points = HK$1). The points will be deducted immediately upon redemption.

For online shopping at the official online store, you need to enter the desired points in the "Redeem Points" field on the checkout page. The minimum points for redemption are 20, and they must be in multiples of 20 (every 20 points = HK$1). After entering the points, the total amount in your shopping cart will automatically deduct the cash value that can be redeemed with points, allowing you to proceed to checkout.

Please note that once you enter the points you wish to use in the "Redeem Points" field on the checkout page and click "Redeem" but then decide not to redeem the points or do not complete the checkout, the entered points will be immediately frozen and will be returned to your membership account within 24 hours.

You can log into your membership account on the CANVAS official online store using your registered contact phone number. On the My Account page, you can view your points. If you want to know more about the benefits of different membership levels, please visit the Membership Programme page.

Want to receive the latest member shopping offers and exclusive promotion details? Feel free to subscribe to the newsletter or visit the "Special Promotions" section. Additionally, members can visit or call our stores or counters to inquire about their points. For detailed address information, please refer to the Stores List.

Please note that since points are only applicable to VIPs, those who have not yet become VIPs will not see any points information.

The expiration date for CANVAS VIP points is set as December 31 of the following year in which they were earned.

For example, points earned in 2024 will expire on December 31, 2025.

CANVAS membership is permanent. Members who accumulate purchases of HK$2,000 or more at stores or on the official online store, or make a single purchase of HK$1,000, are eligible for an upgrade to VIP status. Once a member successfully upgrades to VIP, the updated membership status will be reflected on the My Account page within 24 hours.

Membership benefits are specifically designed for each member and cannot be transferred or shared with others.

The CANVAS membership program is only applicable to designated CANVAS concept stores, counters, and the official online store in Hong Kong.

If you are already a VIP member of the CANVAS Member Program, the points earned from your purchases at CANVAS physical stores and the official online store will be recorded in your membership account. However, VIP birthday privileges are not applicable on the official online store; birthday gifts and the 20% birthday discount are only available at concept stores or counters. CANVAS may also offer different member benefits for stores and online shops, so please refer to the terms and conditions of each promotion for details.

If you are not yet a member, please verify your account using a valid mobile phone number (each phone number can only be used for one account registration). Once verified, you will successfully register as a CANVAS member. You must be logged in to have your online store purchases recorded in your account.

To cancel your membership, please email us at info@canvasbeauty.com.hk, and we will respond as soon as possible during office hours (Monday to Friday, 10:00 am – 5:30 pm, excluding public holidays). Please note that upon canceling your membership, you will lose the corresponding membership privileges.

Once a return and refund are approved, any rewarded points will be canceled. After the return, you will receive a refund of the amount paid; however, please note that any points used will not be refunded. If you have any questions, you can email us at info@canvasbeauty.com.hk for details. We will respond as soon as possible during office hours (Monday to Friday, 10:00 am – 5:30 pm, excluding public holidays).

CANVAS' professional team, driven by a shared belief, ensures that each product complies with various quality and safety standards. The majority of the products contain over 90% natural organic ingredients (excluding Sun Protect Gel SPF30). In addition, over 20 types of essential oils, carrier oils, and body treatment oils have obtained the Australian Certified Organic (ACO), the international organic certification.

Each CANVAS product label clearly states the percentage of its natural organic ingredients, ensuring that individuals concerned about their physical and mental well-being can choose suitable and trustworthy skincare products. Experience the safety, effectiveness, and aromatic aesthetic intelligence originating from Australia.

CANVAS blends natural organic ingredients with original aromatic aesthetic intelligence to protect the innate essence of the skin and evoke natural beauty from within. All CANVAS product formulations are free from artificial colorings or fragrances and consistently avoid the use of harmful chemicals, including:

• Parabens
• Sulfates
• Propylene Glycol
• Synthetic Fragrances
• Synthetic Dyes
• Petrochemicals
• Phthalates
• GMOs
• Triclosan

CANVAS products utilize aromatic aesthetic intelligence, combining essential oils, carrier oils, and herbal extracts in a golden ratio to infuse the power of nature into each product. With over 90% natural and organic ingredients in most products, the aroma is derived from the natural scents of plants. Due to the natural ingredients, there may be slight variations in the aroma with each season or batch of products. You can rest assured to use the product as this is normal and will not affect the product's efficacy.

CANVAS is committed to providing you with the purest and most natural skincare products. Our formulas do not contain any artificial colors; the colors of each CANVAS product are derived from the natural pigments of plants. As a result, there may be slight variations in color with each season or batch of products. You can use them with confidence, as this is normal and will not affect the product's efficacy.

You can refer to the information regarding suitability for different skin types on each product page. If your skin is sensitive or if you have other skin issues, please check the product ingredients before use and consult a healthcare professional. If you experience any adverse reactions while using any skincare products, please discontinue use immediately and consult a healthcare professional.

CANVAS is committed to providing ultimate repair to the skin with natural and organic skincare ingredients, which are essential aesthetic elements of the brand. We consistently avoid using various harmful chemicals, such as synthetic fragrances, synthetic colorings, and preservatives, striving to provide you with the purest and most natural skincare products. The shelf life of all unopened CANVAS products is three years from the production date. Additionally, due to the high proportion of natural ingredients in the products, it is recommended to finish them within 12 months of opening and to store them in a cool, dry place.

Essential oils can be applied to various parts of the body through different methods, including diffusion, massage, and bathing. The most commonly used methods are diffusion and massage. Select the appropriate method and dosage based on the characteristics of the essential oil and the symptoms to fully utilize its efficacy.

It is important to use essential oils under safe conditions. Essential oils are the concentrated essences of plants. Direct application can be too harsh on the skin, and high concentrations may potentially cause allergies. Therefore, CANVAS does not recommend applying essential oils directly to the skin and advises diluting them to safe proportions before use. Typically, the essential oil content in adult body care oils should not exceed 2%.

Calculation for 2%: With a carrier oil of 100 mL, 100 mL carrier oil x 2% = 2 mL essential oil (1 mL = 20 drops of essential oil). Therefore, the formula should not contain more than 40 drops of essential oil.

Moreover, each essential oil has different characteristics, so it is important to check for any contraindications before selecting and using them. For detailed information, please refer to the safety notice section on the essential oil product page. If you have any concerns or experience any discomfort, please discontinue use immediately and consult a healthcare professional.

No, it is not recommended. All facial skincare products from CANVAS already contain essential oil ingredients and do not require the addition of extra essential oils.