1. Orders & Products
Are all products authentic and imported directly from France?
Yes, 100%. All items listed under PePs Ovation, Bodi Ovation, and our direct French imports are sourced directly from certified organic and premium manufacturers in France.
Can I modify or cancel my order after placing it?
We process orders quickly to ensure fast delivery. If you need to request a change or cancellation, please contact us immediately at contact@m2ovation.com. Once an order has been dispatched, it cannot be canceled.
What payment methods do you accept?
We accept major credit cards (Visa, Mastercard, American Express), Apple Pay, Google Pay, and local payment methods via our secure SHOPLINE payment gateways (such as HKD transfers or local e-wallets where applicable).
2. Shipping & Delivery
Where do you ship?
We ship across Asia via SF Express, including Hong Kong SAR, Macao SAR, Taiwan, Japan, South Korea, Malaysia, and Singapore.
How long does shipping take?
Hong Kong & Macao: Typically 1–3 business days.
Taiwan, Japan, South Korea, Malaysia & Singapore: Typically 3–8 business days, depending on local customs clearance and courier schedules.
How are shipping fees calculated?
We offer flat-rate delivery for local orders in Hong Kong. For international destinations (including Macao, Taiwan, Japan, South Korea, Malaysia, and Singapore), shipping fees are automatically calculated at checkout based on the total weight of your package and SF Express rates.
Do I need to register for customs clearance in Taiwan?
Yes. For orders shipping to Taiwan, receivers must register with the Taiwan Customs EZ WAY (易利委) real-name authentication app to ensure smooth customs clearance.
What if my tracking status says "Delivered" but I haven't received my package?
Please check with household members, building reception/concierge, or neighbors first. M2 Ovation Limited is not responsible for packages officially marked as "Delivered" by the carrier.
What should I do if my package is lost in transit?
If there is no tracking update for more than 7 business days past the estimated delivery date, please report it to contact@m2ovation.com within 14 days of dispatch so we can open an official inquiry with the courier.
3. Returns & Customer Support
What is your return policy?
Due to strict hygiene, health, and safety standards for personal care, skincare, grooming, and food items, all sales are final. We do not accept returns or refunds for changes of mind.
What if my item arrives damaged or defective?
If your package arrives damaged or incorrect, please email contact@m2ovation.com within 48 hours of delivery with your order number and clear photos of the damaged product and outer packaging. We will review and arrange a replacement or refund.
How can I contact customer support?
You can reach our team at contact@m2ovation.com or send us a message through our website's Contact Us form. We aim to respond within 48 business hours.
4. Product Expiry & Storage
What is the shelf life and storage recommendation for your products?
All our products are formulated with 100% natural, organic ingredients and contain no synthetic preservatives or harsh chemicals.
Unopened products: Thanks to the natural stability of our pure formulas, unopened products can be stored in a cool, dry place away from direct sunlight for up to 5 years.
Once opened: We recommend using the product within 12 months for optimal freshness and performance.
You can stock up with complete peace of mind, knowing you are choosing only the purest and safest care.
