Help & Information

Online
- Placing an Order
- My Order
- Delivery & Collection
- Return & Exchange
  - Can I return or exchange an item?
    
    Ordered items may be returned or exchanged within 7 days of purchase, provided that:
    - The item(s) to be returned or exchanged must meet SELLABLE CONDITION, together with the original packaging
    - "EXCLUDED ITEMS" such as Perishable Goods (including food, beverages, flowers, plants and hampers), underwear (bottoms), shapewear with bottoms, bodysuit with bottoms, fine jewellery, jewellery over HKD or RMB $100,000, customised Merchandises, vintage Merchandises, bespoke or made-to-measure Merchandises, Lane Crawford Gift Cards (“Gift Card”), Apple and Samsung products are not eligible for return or exchange
    - Exchange request for online orders is only available on size exchange
  - How do I return or exchange an online order?
    
    Within 7 days of purchasing your order, you may return any item(s) by using our complimentary collection service, or drop off at Concierge in any of our stores (Hong Kong SAR and Mainland China orders only).
    
    Return by Collection Service:
    - Find your order in MY ACCOUNT under PREVIOUS ORDER
    - Click RETURN
    - Complete the return request form and you will receive a confirmation email
    - You may select SELF BOOKING to arrange courier for our complimentary collection service. Customers placing orders in Hong Kong SAR can contact on SF Express's hotline 2730 0273, choose your preferred language and then press ‘3’ to proceed with their Customer Service Team. Customers placing orders in Mainland China can contact on SF Express's hotline 95338. Customers placing orders in other destinations can contact the hotline of your nearest DHL branch
    - You may also CONTACT US for further assistance
    
    Return at Concierge in store:
    - Complete the return request form and you will receive a confirmation email
    - Visit Concierge at any of our stores
    - Return the respective item(s) in the original packing and make sure to bring the invoice with you
    - We only accept returns at Concierge for orders made in the same region
    
    Exchange request for online orders is only available on size exchange. Please CONTACT US to make further arrangements.
  - Can I return or exchange a gift order?
    
    Gift orders may be returned and the refund will be credited to the original payment method. Only size exchanges are available for gift orders. Please CONTACT US for further information.
  - How long will it take to receive my refund?
    
    Refunds will usually be credited to the original payment method within 7-14 days. For Mainland China orders that selected "Pay on Delivery", we will contact you for your bank information to arrange a refund.
    
    Please note that processing time for refunds is subject to the respective bank or individual card issuer's internal procedures.
  - Will the delivery fee, tax and duty costs be included in my refund?
    
    Delivery fees will not be refunded for any return or exchange.
    
    If your order has been sent to a DDI destination (inclusive taxes and duties), taxes and duties will be refundable. If your order has been sent to a DDU destination (taxes and duties collected by local customs and courier), taxes and duties are non-refundable from Lane Crawford.
In Store
- Purchase In Store
- Delivery
- Return & Exchange
  - Can I return or exchange an item?
    
    Items bought in store may be returned or exchanged within 7 days, provided that:
    - The item(s) to be returned or exchanged must meet SELLABLE CONDITION, together with the original packaging
    - "EXCLUDED ITEMS" such as Perishable Goods (including food, beverages and hampers), Pre-Sale items, Sale items, Fine Jewellery, Gift Cards, Apple and Samsung products are not eligible for return or exchange
    
    Items purchased in Hong Kong SAR stores can only be returned within Hong Kong SAR, while items purchased in Mainland China can only be returned within Mainland China.
    Please refer to RETURN & EXCHANGE or CONTACT US for further information.
  - Where should I return an in store purchase to?
    
    Within 7 days of purchase, items can be returned to any of our stores. Items purchased in Hong Kong SAR can only be returned to Hong Kong SAR stores, while items purchased in Mainland China can only be returned to Mainland China stores.
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Can I return or exchange an item?

Ordered items may be returned or exchanged within 7 days of purchase, provided that:
- The item(s) to be returned or exchanged must meet SELLABLE CONDITION, together with the original packaging
- "EXCLUDED ITEMS" such as Perishable Goods (including food, beverages, flowers, plants and hampers), underwear (bottoms), shapewear with bottoms, bodysuit with bottoms, fine jewellery, jewellery over HKD or RMB $100,000, customised Merchandises, vintage Merchandises, bespoke or made-to-measure Merchandises, Lane Crawford Gift Cards (“Gift Card”), Apple and Samsung products are not eligible for return or exchange
- Exchange request for online orders is only available on size exchange
How do I return or exchange an online order?

Within 7 days of purchasing your order, you may return any item(s) by using our complimentary collection service, or drop off at Concierge in any of our stores (Hong Kong SAR and Mainland China orders only).

Return by Collection Service:
- Find your order in MY ACCOUNT under PREVIOUS ORDER
- Click RETURN
- Complete the return request form and you will receive a confirmation email
- You may select SELF BOOKING to arrange courier for our complimentary collection service. Customers placing orders in Hong Kong SAR can contact on SF Express's hotline 2730 0273, choose your preferred language and then press ‘3’ to proceed with their Customer Service Team. Customers placing orders in Mainland China can contact on SF Express's hotline 95338. Customers placing orders in other destinations can contact the hotline of your nearest DHL branch
- You may also CONTACT US for further assistance

Return at Concierge in store:
- Complete the return request form and you will receive a confirmation email
- Visit Concierge at any of our stores
- Return the respective item(s) in the original packing and make sure to bring the invoice with you
- We only accept returns at Concierge for orders made in the same region

Exchange request for online orders is only available on size exchange. Please CONTACT US to make further arrangements.
Can I return or exchange a gift order?

Gift orders may be returned and the refund will be credited to the original payment method. Only size exchanges are available for gift orders. Please CONTACT US for further information.
How long will it take to receive my refund?

Refunds will usually be credited to the original payment method within 7-14 days. For Mainland China orders that selected "Pay on Delivery", we will contact you for your bank information to arrange a refund.

Please note that processing time for refunds is subject to the respective bank or individual card issuer's internal procedures.
Will the delivery fee, tax and duty costs be included in my refund?

Delivery fees will not be refunded for any return or exchange.

If your order has been sent to a DDI destination (inclusive taxes and duties), taxes and duties will be refundable. If your order has been sent to a DDU destination (taxes and duties collected by local customs and courier), taxes and duties are non-refundable from Lane Crawford.