Privacy Policy

Withdrawing Consent

You may withdraw consent for us to use or otherwise process your personal data at any time by emailing us at dataprivacy@lanecrawford.com (for PRC citizens or users located in Mainland China, please email dataprivacy@lanecrawford.com.cn).

Once we receive and confirm your withdrawal of consent, we aim to process that consent withdrawal within 15 working days. You may still receive marketing communication from us for up to two weeks from the day you request to delete your account. Once we have processed that withdrawal, however, we will cease to use or otherwise process your personal data, including ceasing to send you any information or direct marketing about our latest products and promotions.

Using and Revoking Social Network Credentials

Users may use their social network accounts (including, for example, Facebook or WeChat) on the Lane Crawford application to access their Lane Crawford accounts. This allows for an easier and more convenient log-in process. You might not need to enter a password if you are already logged in to your social media account on the device you are using to access the Lane Crawford application. Using social network credentials is completely optional, and users can instead decide to use their email address or mobile number to log in to the Lane Crawford application.

When you use your social media credentials to log into the Lane Crawford application or your Lane Crawford account, we may collect an anonymous user ID. Any personal data in your social media profile is encrypted.

By logging into your Lane Crawford account using your social media credentials, you grant us permission to obtain certain types of information and content from these social media accounts. What information we collect will depend on your settings for that social media account and will be subject to those privacy policies.

If you wish to revoke your permission for the Lane Crawford application to use your social network credentials, you simply need to turn the permission off. When you revoke that permission, your personal data associated to your social media account will be deleted from the Lane Crawford system.

Deleting your Lane Crawford account

You may delete your Lane Crawford account any time by contacting customercare@lanecrawford.com (or for users in Mainland China or Mainland China residents, please contact customercare@lanecrawford.com.cn) to request that deletion.

After receiving your account deletion request, Lane Crawford may contact you via email or phone within the following 15 working days to verify your identity, in order to prevent any fraudulent activity or requests made by mistake. You may also receive an automated email from Lane Crawford when you submit your deletion request. If you receive such email but did not make a deletion request, please contact us immediately.

Apple iOS users may also delete their Lane Crawford account via the Lane Crawford mobile application (available for download in the Apple Store) by clicking on the “Delete Account” button.

The Lane Crawford mobile application is not available on Google Play or otherwise for Android platforms.

When you request the deletion of your Lane Crawford account, you will be asked to provide reasons why you wish to delete account and/or to share more details about your user experience with us.

You will also be asked to re-confirm that you wish to delete the Lane Crawford account. You must answer “yes” in order to initiate the account deletion process. This is to avoid unintended account deletions. At this point, we may suggest deletion options to users, such as only disabling notifications from us or withdrawing consent, but not deleting the entire account.

For security purposes and to ensure it is the account owner who is requesting for the account deletion, Lane Crawford may also ask for the user’s proof of identity before deleting the account.

For users who have only registered for a Lane Crawford account using their mobile phone, Lane Crawford staff may call you to confirm your instructions and identity. Such calls will be audio recorded and retained for up to 180 days. You may also receive SMS notifications and follow-up SMS messages asking you to confirm your instructions. If you do not promptly respond to these requests or identity verification notifications, the account deletion process will cease and your account will be reinstated.

When the user’s deletion request and identity have been successfully matched, and the deletion decision confirmed and verified, Lane Crawford will proceed with account deletion from its server and system, which holds a cooling-off period of 30 working days. Users will receive an email notification that Lane Crawford has received their account deletion request, and will be asked to confirm their instructions within 30 working days.

Within the 30-working day cooling-off period, users must reply to the email notification to confirm their deletion instructions to Lane Crawford. If users do not reply to the email, Lane Crawford will send a follow up email to confirm their deletion request. If still no reply is received, the deletion process will be ceased to avoid unintended or accidental account deletions.

If users do not revoke their deletion request and also proceed to confirm their deletion request during the 30-working day cooling-off period, all the account information including personal data will be permanently deleted and/or anonymised such that the information cannot be reverse engineered, and the deletion process will then be irrevocable. Users will no longer be able to retrieve their personal data, information, or past purchasing records. All privilege points will also be deleted. Please carefully consider whether you actually wish to have all this information deleted.

When you email us, your request and personal data will be processed by third-party software that Lane Crawford uses to help us process and manage your request. To the extent possible, Lane Crawford uses software platforms that adopt best practices and standards that comply with industry-accepted general security and privacy frameworks.