FAQ

Frequently Asked Questions

ORDERS

How do I place an order?


  • Browse through our online product page
  • Once you have selected the item you wish to order, select the desired quantity and click ‘Add to Cart’’. To shop more than 1 item, click ‘Add to cart’ for each new item and continue adding more items to the cart before proceeding to check out.
  • Once you have added all the items and the quantities you wish to purchase, click on the cart icon, on the top right of the page to view your cart.
  • Checkover the items added, the quantity and subtotal. Click ‘Check Out’. Shipping charges will be calculated at checkout.
  • Provide us with your contact information and shipping address.
  • Click ‘Continue to Shipping’
  • Shipping fee will be displayed on the next page. Free Shipping is applicable with a minimum spending amount. Please see ‘Shipping Policy’ for more information.
  • Select your preferred method of payment. No hidden charges are incurred. You pay only the amount that you see in your order summary. Please see ‘Payment Policy’ for more information.
  • Once you have successfully made your payment, and we have received the confirmation of the same, we will ship your order to you shortly. Please see ‘Shipping Policy’ for more information.




How can I make changes to the items in my cart?


On the top right of the website, click on the ‘cart’ icon. Click ‘view my cart’. A summary of your added items should appear. You can edit the quantity of each item or remove a particular item as desired.




Where is my order confirmation number?


After you have successfully placed your order online, you will receive an email that contains information regarding the details of your order. If you have not received your order confirmation, please check your email, your spam folder or contact us.




How do I know if my order went through?


Orders are confirmed once payment has been completed. You should receive an email of your order confirmation within a few minutes. You may also view your order status online by logging into your account. If you have not received your order confirmation, please check your email, your spam folder or contact us.




What can I do when the items in my cart are out of stock?


In the event that your item is unavailable or no longer in stock, please remove the specific item in your cart. This will not affect the rest of the items in your cart. We apologize for the inconvenience this may cause. Please recheck availability on a later date or notify us via email: info@mystiquearom.com so we can alert you once the items have been restocked.




Can I make changes to my order after it has been confirmed and paid for?


Our system is automated and once you have placed your order, we are unable to make changes or cancellations to the order. We highly suggest that you review your cart before checking out.




Can I purchase items in bulk?


Wholesale quantities are available to potential distributors & retailers. We would welcome an exclusive arrangement for you. For retailer or distributorship enquiries, please email: info@mystiquearom.com or call at Tel :+6681 4215959 for details.




Does Mystique Arom ship internationally?


For now, orders placed online through our website are only shipped within Thailand. For customers outside Thailand who wish to purchase Mystique Arom products, please check ‘Find Us At’ to find a local representative selling our products. Our partners may not have a complete range of all our products, please contact them for more information or get in touch with us. If you are unable to find a local representative of Mystique Arom within your region, please get in touch with us for international shipping as shipping fees will vary depending on weight and international destination. Email us at info@mystiquearom.com or leave us a message on Facebook. Provide us with the items you want to order, the quantity you need for each of them and your shipping address. Our customer service will provide you with the quotation of your order and the associated shipping costs. Customs duties, tax, general sales tax, value added tax or import tariffs may be assessed by the customs authorities of the importing country depending on the contents and destination country of your shipment. If there is a duty, it is the customer's responsibility to pay.




I live overseas, how can I order?


For now, orders placed online through our website are only shipped within Thailand. For customers outside Thailand who wish to purchase Mystique Arom products, please check ‘Find Us At’ to find a local representative selling our products. Our partners may not have a complete range of all our products, please contact them for more information or get in touch with us. If you are unable to find a local representative of Mystique Arom within your region, please get in touch with us for international shipping as shipping fees will vary depending on weight and international destination. Email us at info@mystiquearom.com or leave us a message on Facebook. Provide us with the items you want to order, the quantity you need for each of them and your shipping address. Our customer service will provide you with the quotation of your order and the associated shipping costs. Customs duties, tax, general sales tax, value added tax or import tariffs may be assessed by the customs authorities of the importing country depending on the contents and destination country of your shipment. If there is a duty, it is the customer's responsibility to pay.





DELIVERY

Does Mystique Arom offer Free Shipping?


Enjoy FREE SHIPPING for orders above ‎฿299 Shipping fee of ‎฿55 will be charged for orders below ‎฿299 for Bangkok and Upcountry Destinations Handling fee is charged at a flat rate of ‎฿20 for all orders within Thailand. All shipping and handling charges will be displayed at the checkout page before payment is made by the customer. No hidden additional fee is incurred that is not displayed. Store pickup is available for those wishing to pay online/by cash at our store and picking them up from Mystique Arom stores. Please notify branch location, date and approximate pick-up time upon checkout so the package can be ready to be picked.




How can I track my order?


Once your order has been mailed, you will receive an email of your shipment confirmation and tracking number. The tracking number can be used to track the package from the courier’s website.




What are the delivery options and how much is the shipping?


All purchases of products are shipped from our warehouse in Thailand by reputed courier agencies as follows: Thailand Post, EMS, Kerry Express, Flash Express, Alpha Fast




What happens if I am not available to receive my package upon delivery?


Upon delivery, the package will need to be signed for. If you cannot be there to sign for your delivery please suggest an alternative person (a family member, colleague, neighbour). Mystique Arom takes no responsibility for goods signed by an alternative person at the given address. If no one is available to receive your order, our courier partner will contact you to arrange re-delivery at a suitable time. In the event of multiple unsuccessful deliveries, your package will be returned to our warehouse. Contact us for further assistance.




Do you process orders during public holidays?


Our warehouse is closed during public holidays, your orders will be processed on the next working day.





PAYMENT

How can I make payments for my order?


Mystique Arom accepts the following methods of payment for orders online:

  1. Paypal/Credit Card - We accept Visa/Mastercard/American Express
  1. Internet Banking - Bank transfer in Thailand only
  1. Pay Cash & Pick up at the store
A full list is available at the time of Check Out and prior to making payments for purchases.




I made a payment but I haven’t received any confirmation?


Payments should be processed immediately after order has been placed. If you do not receive a confirmation email, please contact us by email: info@mystiquearom.com. Our customer service will assist you.





EXCHANGE

What is the exchange policy?


We understand that shopping for skincare is a personal purchase and we want to delight you with our product. For this reason we will gladly issue exchange for any unopened merchandise in Thailand that is notified within 3 days from the date of delivery and provided they comply with the following reasons:

1. Damaged Item: Packaging or product itself is physically damaged on arrival.

  • Condition for exchange: Product must be sealed. Product must not be used. Items must include all packaging and accessories.

2. Received wrong item: Item received is not what you ordered. In terms of size, scent or the product itself.

  • Condition for exchange: Packaging & product must be intact in original condition. Product must be sealed and must not be used.

Meet the requirements above? Simply contact us via email: info@mystiquearom.com to process your request. Mystique Arom takes no responsibility for goods damaged after delivery.

Any claims regarding damaged items, incorrectly received items or shortages must be reported via email within 3 days of delivery.




How can I request for an exchange?


Requesting for Exchange:

  • Contact us via email: info@mystiquearom.com within 3 days of delivery in order to process your request.
  • Please attach a photo of the item that you wish to return.
  • Provide us with your order number and the item you wish to return.




What if the package I received had missing, incorrect or damaged items?


We’re sorry that you received a package with missing, incorrect or damaged/expired items. We would like to make things better. Please contact us at info@mystiquearom.com to inform us of the issue. Please also provide us with the following details in your email:

  • Image of the Item you wish to return
  • Name of Item
  • Order Number
Please do not dispose of any of the items. In case requests for exchange are for products that are out of stock, our customer service will assist you.




What do I do if I had an allergic reaction?


Before using a new product from our product range, we recommend to always do a patch test to ensure the suitability of our product to your skin. Individual skin sensitivity varies from person to person and also through different stages during an individual’s lifetime. Incase of any adverse allergic reactions, discontinue use. The formula is not defective/ineffective as skin sensitivities differ. Mystique Arom is not responsible for any individual reaction to any particular ingredient. We always suggest reviewing the listed ingredients of products to help you identify any sensitivities with certain ingredients. People with sensitivities to the listed ingredients of each product should not use the product. If you've experienced an allergic reaction with one of our products, please get in touch with us as your feedback is of utmost importance to us.





PRODUCT

The product does not seem to be doing what the description states. Is it really working?


You need time to reap the benefits. There’s no such thing as a quick fix with skincare routines. Results will only be noticeable through consistent use. Aim to use each product at least 6 to 8 weeks to notice or feel any difference. Healing and rejuvenating works as a process and commitment is key.




Can the products be used to treat any skin/health conditions?


Although many listed ingredients have healing and medicinal properties. Our products are meant for personal use and not as an alternative to medical care. Our product benefits and recommendation information are based on researched and published sources, collected from multiple sources to help guide our customers to the product use. Please do not use the information found on our website or product labels to self-diagnose or as a prescription to treat any health issues. Should you have any concern that requires medical attention, seek and consult your doctor.




What do I do if I had an allergic reaction?


Before using a new product from our product range, we recommend to always do a patch test to ensure the suitability of our product to your skin. Individual skin sensitivity varies from person to person and also through different stages during an individual’s lifetime. Incase of any adverse allergic reactions, discontinue use. The formula is not defective/ineffective as skin sensitivities differ. Mystique Arom is not responsible for any individual reaction to any particular ingredient. We always suggest reviewing the listed ingredients of products to help you identify any sensitivities with certain ingredients. People with sensitivities to the listed ingredients of each product should not use the product. If you've experienced an allergic reaction with one of our products, please get in touch with us as your feedback is of utmost importance to us.





STORE

How can I find your stores?


As of now, we have two Official Mystique Arom Stores in Thailand THAILAND Flagship Store Asiatique - the Riverfront Warehouse 1, Shop# 1167-1168 & 1197-1198 Charoenkrung Road, Bangkok 10120 Open Daily: 4:00 pm to 11:00 pm Tel: +6681 4215959 Email: info@mystiquearom.com Platinum Fashion Mall 1320/11 , 6th floor Souvenir Zone 222 New Petchburi Rd, Ratchathewi, Bangkok 10400 Open Daily: 10.00 am to 7.00 pm Tel: +6681 4215959 Email: info@mystiquearom.com For customers outside Thailand who wish to purchase Mystique Arom products, please check ‘Find Us At’ to find a local representative selling our products. Our partners may not have a complete range of all our products, please contact them for more information or get in touch with us. For now, orders placed online through our website are only shipped within Thailand. If you are unable to find a local representative of Mystique Arom within your region, please get in touch with us for international shipping as shipping fees will vary depending on weight and international destination. Email us at info@mystiquearom.com or leave us a message on Facebook. Provide us with the items you want to order, the quantity you need for each of them and your shipping address. Our customer service will provide you with the quotation of your order and the associated shipping costs. Customs duties, tax, general sales tax, value added tax or import tariffs may be assessed by the customs authorities of the importing country depending on the contents and destination country of your shipment. If there is a duty, it is the customer's responsibility to pay.




Do you have a store outside Thailand?


As of now, our two Official Mystique Arom Stores are only located in Thailand. However, we have partnered with distributors and resellers around the globe. For customers outside Thailand wishing to purchase Mystique Arom products, please check ‘Find Us At’ to find a local representative selling our products. Our partners may not have a complete range of all our products, please contact them for more information or get in touch with us. For now, orders placed online through our website are only shipped within Thailand. If you are unable to find a local representative of Mystique Arom within your region, please get in touch with us for international shipping as shipping fees will vary depending on weight and international destination. Email us at info@mystiquearom.com or leave us a message on Facebook. Provide us with the items you want to order, the quantity you need for each of them and your shipping address. Our customer service will provide you with the quotation of your order and the associated shipping costs. Customs duties, tax, general sales tax, value added tax or import tariffs may be assessed by the customs authorities of the importing country depending on the contents and destination country of your shipment. If there is a duty, it is the customer's responsibility to pay.





BECOME A SELLER

How can I find out about becoming an authorized seller or franchising with Mystique Arom?


We would be delighted to hear from you. We are prepared to consider an exclusive arrangement with potential distributors & Retailers. For retailer or distributorship enquiries, please email: info@mystiquearom.com or call at Tel :+6681 4215959 for details.





We would love to hear from you. For product-specific feedback, concerns and additional information, please send us your enquiry at ‘Contact Us’ page or email us at info@mystiquearom.com