During the pandemic, many consumers have switched to purchasing skincare products online instead. Many brands have also invested in developing their official online stores to expand their sales channels, whereas some online platforms have also stepped up their promotional campaigns and enriched their one-stop shopping experience, making both of them increasingly popular amongst consumers. However, according to the Consumer Council’s survey on the product information listed on various skincare brand official e-stores and online beauty platforms, it was found that over half of the online stores were severely untransparent in their provision of crucial product information. The Council surveyed 58 online stores (46 brand official e-stores and 12 online platforms) and found that over half of the surveyed online stores (26 brand official e-stores and 6 online platforms) did not display the ingredient lists of the surveyed models. A brand official e-store was found with inaccurate ingredient information for one of their products, suspected to be due to the website information not being duly updated. Only 1 online platform listed the expiry date for a particular surveyed product. Besides, some of the online stores did not provide other important information, such as suitable skin types, user instructions, etc., reflecting an unsatisfactory situation.
Generally Lacking in Information Including Ingredient Details, User Instructions and Expiry Date
It is a fundamental consumer right to receive correct product information. As facial skincare products are closely applied on the face every day, if the products are wrongly purchased and used, it might lead to allergies or other adverse skin reactions. Purchasing products from online stores is different from shopping at physical stores — consumers cannot try the products in person, inspect the labelling information on the packaging, or enquire with beauty assistants. In addition, some luxury brand products cost more than a thousand dollars, which is a rather hefty price tag, consumers should have the right to receive sufficient product information for making an informed purchasing decision. Therefore, it is even more crucial for online beauty stores to provide detailed product information for consumers.
In the period of May to June this year, the Council surveyed the local official e-stores of 46 skincare brands, and 12 local and overseas online beauty platforms, covering close to 240 models of facial skincare products/sets with some being the best-selling products of various brands, while the product types included commonly used skincare items, namely toners, facial cleansers, serums, face creams, eye care products and masks, priced from $78 to $6,000. To look into the product information provided on the surveyed e-stores, at least 5 popular facial skincare products/sets were selected from each brand’s official e-store, and 25 models commonly found on online platforms were selected for comparison with the individual official e-store on the product information provided. The survey reviewed various information including the product name, listed ingredients, user instructions, and the application routine when used with other skincare products, whereas the minimum spend for free delivery, order processing and delivery time, return and refund policies listed on each website were also compared.
In the survey, over half of the online stores (26 brand official e-stores and 6 online platforms) did not provide the product ingredient list for all the surveyed models. Some e-stores only stated the key or active ingredients of the products, or only named certain ingredients that the formulation did not contain, yet the provided ingredient information was incomprehensive. However, 10 brand official e-stores provided detailed ingredient lists of each of the surveyed models, with clear and comprehensive information of the ingredients, setting a good example for other brands to follow.
The suitable skin type of a product is an essential and crucial piece of product information for consumers when selecting facial skincare products, especially for individuals with oily or sensitive skin types, who should pay extra attention to the suitability of the products to prevent aggravating their skin problems or even leading to other issues after use. However, the survey showed that over 20% of the brand official e-stores (10 brands) completely omitted the listing of suitable skin types for the surveyed models, while only 1 online platform provided the suitable skin types for each model.
The survey also revealed that although the product ingredients were listed in some brand official e-stores, discrepancies were found. For example, the ingredient list of 1 model displayed on its brand official e-store and on 1 online platform were found to differ from that labelled on its product packaging. It could be possible that the product formula had been updated, but the outdated ingredient information remained on the websites.
Amongst the complaint cases received by the Council in the past, many disputes were related to the overly short shelf life of the product, or even that the product had expired. Therefore, when purchasing skincare products, the manufacturing date, expiry date, shelf life, and period after opening (“PAO”) are all important factors for consideration by consumers. However, amongst the 58 surveyed online stores, only 1 online platform had listed the expiry date of a particular product, while the remaining online stores did not provide such information. Besides, some online platforms stated that as some of the products came in different editions or had new and old packaging, the products would be distributed randomly. The Council reminds consumers to consider their personal needs before purchase, whether they were stockpiling products, as well as whether they would accept an older edition of the product, or a product in an older packaging or even without outer packaging, so as to avoid wastage due to not being able to use up the products before their expiry date.
Besides, some online stores failed to provide critical information that would ensure consumers use the product safely, including the user instructions, steps, frequency of use, and precautions when used in combination with other skincare products, etc. For example, a surveyed product had a sunburn alert shown on its packaging, and had stated that the product contained alpha hydroxy acid (AHA) as an active ingredient, which could increase the risks of sunburn. It was therefore recommended that sunscreen products should be used in tandem with the product and also for a certain period after use, while the user should also avoid exposure to sunlight. However, such safety alert was not provided on the product's official e-store, as well as 3 online platforms which supplied the product. For 1 peeling set, both its official e-store and some online platforms did not provide the steps and user instructions in detail. In light of the aforementioned examples, the Council urges the relevant online stores to list out the product's user instructions and precautions in detail both on their e-stores and product packaging, to ensure consumers can use the products correctly and safely.
Compare Prices Carefully
Product Price and Delivery Charges Varied Considerably
The survey also compared the prices of specific models on online platforms and its brand official e-store. For 2 online platforms, despite some of their products being priced lower than the relevant product's official e-store, the listed prices for 4 to 5 surveyed models, such as several serum products (excluding time-limited discounts with promo code) were higher than the official e-store, with the highest discrepancy being a model of brightening serum which was priced at $520 on an online platform, but had a price tag of $430 on its official e-store, a difference of almost 21%. This reflected that consumers' general presumption that products being sold in online platforms are generally cheaper than official e-stores is not always correct. Therefore, when shopping on online platforms, besides noting its reputation, consumers should also compare prices across different online stores, and check whether delivery charges and relevant fees are required.
Amongst the 46 official e-stores, over half (25 brands) required a minimum spend of $500 to enjoy free delivery service. Another 5 official e-stores had a higher minimum spending requirement for free delivery, ranging from $600 to $1,500, otherwise a delivery fee of $30 to $100 would be charged. As for online platforms, aside from 1 local online store that did not set a minimum spend for free delivery, and 1 which only provided delivery service for members, the remaining 7 local online stores had a set minimum spend ranging from $100 to $350 to qualify for free delivery. For overseas online stores, the delivery charge for a single shipment ranged from $240 to $260 (based on express delivery). Although many online stores advertise free delivery, consumers should still pay heed to the terms and restrictions involved.
Scrutinise Return and Refund Policy to Safeguard Consumer Rights
Some consumers may experience adverse skin reactions after using a product, yet many online stores required products to be unopened or unused in order to be eligible for a return. However, in the event that insufficient information on the product ingredients and suitable skin types had been provided on the e-stores, it might give rise to disputes if the trader refuses to return or refund the product. If any mistakes or problems are found upon receipt of the product, 6 official e-stores required consumers to submit a return application within 48 hours or 3 days upon receipt, after which the application might not be accepted. Some online platforms stated that no returns and refunds would be provided for beauty and cosmetics products, or that the consumer should bear the delivery charges for returns. The Council reminds consumers that the return/refund policies varied across online stores, with some being more stringent. Consumers should carefully review the relevant terms before deciding to purchase from that particular online store. Online stores should also review their listed product information, as well as evaluate whether their terms and period for product returns and refunds are reasonable, for boosting consumers’ confidence in e-shopping for skincare products.
As online shopping has become increasingly popular, the Council urges online stores to refrain from over-packaging and to reduce plastic packaging and filler materials, as well as rolling out and expanding recycling schemes for packaging materials and empty bottles, in order to support sustainable consumption. Consumers should also remain rational when shopping online, and not to be lured by the various promotional offers into impulse buying. Additionally, consumers should pay heed to the following:
- Consumers who are more prone to skin problems should avoid purchasing products they have never used, without clearly understanding the detailed ingredients of the products. They are recommended to purchase sample-sized products and ensure they are suitable, before purchasing the full-sized product;
- Online platforms are more suitable for consumers who are already familiar with, or have even used, the target skincare products. In case the purchased product is faulty, the consumer would be able to spot it more easily;
- Bear in mind that the goods, edition, packaging or batches supplied by online platforms may vary;
- Upon receiving the goods, consumers should check whether the packaging is intact, and review the ingredients listed to ensure that the product does not contain ingredients they are allergic to. If the product is found to contain allergenic ingredients, is soon to expire or has even expired, consumers should contact the relevant product supplier to discuss the return or refund arrangements.
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