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Help & Information

Frequently Asked Questions

DESIGNER BRANDS

How do I find out what brands are stocked by Lane Crawford?
Simply click on DESIGNERS on the top navigation bar of this site. You will see a list of brands and the physical Lane Crawford stores that carry them, as well as brands that are selling online.

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ONLINE SHOPPING

How do I shop on the site?
You can browse products featured on the homepage, or by clicking on these links on the navigation bar — NEW IN, DESIGNERS and WOMEN, which all lead to product. Or, you may conduct an advanced search by typing in the brand, product name or product code in the search box in the top right-hand corner of each page.

How do I place an order online?
Once you have found the item you wish to purchase, SELECT YOUR SIZE and ADD TO SHOPPING BAG. Click on your shopping bag icon to review your selection or remove any items at any time. Click on PROCEED TO CHECKOUT to complete your order.

Do I need to set up an account to place an order?

You may browse the site and purchase without creating an account and signing in at each visit. There are, however, a number of benefits to doing so:

  • Automatic selection of the right currency, plus calculation of shipping and tax and duties’ charges; 
  • Fast checkout, recalling previous transaction details; 
  • Basket items can be saved for your next visit. This basket is accessible from various computers, smart phones and tablets; 
  • Current and previous orders can be reviewed, as well as returns and exchanges; 
  • Easy access to our Personal Stylists. 

To create an account, simply click on REGISTER in the top left-hand corner of the site, and when you return, simply SIGN IN.

I’ve forgotten my account’s password. What should I do?
Click on SIGN IN at the top left-hand corner of the site, and click the “Forgotten password” prompter. Enter your email address, and we will send you instructions on how to reset your password.

Can I place my order over the telephone?
Yes. If you prefer to place your order by telephone with our Customer Care team, please contact us via:
Tel: +852 2118 2288 (Hong Kong)
Or, please call our toll-free numbers:
400 120 1483 (China)
1800 988 212 (Australia)
800 101 2638 (Singapore)
007 981 4206 7000 (South Korea)
0080 185 4055 (Taiwan).

Unfortunately, there are some China Union Pay Cards that cannot be accepted over the telephone. Our Customer Care team can advise further on this.

Can I add to my existing order?
Unfortunately, this is not possible. You will need to place a new order.

Can an order be cancelled before it is dispatched?
Yes. Please contact our Customer Care team immediately.

Is there a limit on how many pieces of one item I can buy?
Please note that some brands have restrictions on the number of units you may purchase. If you have trouble with multiple-item orders, or for further enquiries, please contact our Customer Care team.

What size do I choose?
If unsure of your size, the WHAT SIZE ARE YOU? button provides a SIZING GUIDE to International Conversion charts and the HOW TO MEASURE tab features tips on how to measure yourself.
By clicking the SIZE & FIT button in the Product Description section, there is more information about if the sizing runs true, small or large, and how it fits.
If you need more help with size and fit, please contact our Product Advisors.

Don’t forget that we offer Free Returns, so if your product doesn’t fit, you may exchange it for a different size.

What if the product or size I want is out of stock?
Most of our fashion items are not replenished. If the product or size you want is out of stock, please contact our Customer Care team to find out if there is a waiting list or chance of returns. You will need to have a registered Account to be added to a waitlist.

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ONLINE GIFT ORDERS

Can I order a gift online?
Yes, ordering a gift online is easy. Simply make your selection and proceed to checkout. In the first page of the checkout, you will be asked if your order is a gift. This means prices will not be displayed in the dispatch paperwork sent to your recipient.
For your security, your first online order must be sent to your credit card billing address. For subsequent orders, you may choose to send a gift to another address.

What does a gift order look like?
All gifts are delivered in our signature Lane Crawford box. Select the gift card option to include your personalised note. For different gifts to different recipients, please ensure you place a separate order per gift to ensure that they are individually packaged and delivered.

Can online gifts be exchanged?
Yes. The person receiving your gift may exchange the item for another size. To return the gift for another item, please contact the Lane Crawford Customer Care team.

I’m based in Hong Kong, but can’t seem to place my gift order for delivery in China. What should I do?
To ship a gift to a different country to where you are based, you must select that country before shopping. For example, if you are in Mainland China and buying for a friend in Hong Kong, you must select the Hong Kong website by clicking on the Country shown in the top-left corner of the site. Thus, if you are in Hong Kong buying for a China resident, please select your country as China.

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PACKAGING

How will my online order be packaged?
Your order will be packaged in a signature Lane Crawford gift box, complete with tissue-paper wrap inside and a ribbon bow on the outside, and placed inside a courier box or bag for protection during delivery.
However, if you wish to receive your order simply wrapped in tissue paper and delivered in a generic box, please select “Basic Packaging.”

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PAYMENT

What payment methods do you accept?
We accept international Mastercard, Visa, American Express, UnionPay and JCB credit cards.

For purchases in Mainland China, we accept:

  • International Visa, Mastercard and JCB cards
  • RMB-denominated Visa, Mastercard and China UnionPay credit cards from major banks, including:
    - China Merchants Bank
    - Bank of China
    - Industrial and Commercial Bank of China
    - China Citic Bank
    - China Minsheng Banking Corporation
  • China UnionPay debit cards from the same major banks, plus:
    - Huaxia Bank
    - China Citic Bank
    - Weifang City Commercial Bank
    - Hankou Bank
    - Harbin Bank
    - Bank of Communications
    - Zhuhai Rural Credit Union
    - The Credit Cooperatives of Yaodu
    - Jincheng Commercial Bank.

Is it safe to use my credit card on www.lanecrawford.com?
Our payment processes meet the most stringent international security standards set by the Payment Card Industry. We display the logos of Visa, Mastercard, American Express and China UnionPay as recognized marks of secure payment. If you’re using a modern web browser, you’ll also see a green banner at the top of your browser window during checkout, indicating that the site is operated by Lane Crawford. This “Extended Validation” certificate is a guarantee of authenticity.

Why do I need to re-enter my credit or debit card details when I change my address information?
This measure protects you from potential fraud.

When will payment be deducted?
Payment is usually deducted from your card when your order is shipped, so that if you make any last-minute changes to your order, we can hopefully still collect the correct amount.
However, this is not possible for some China UnionPay cards. In such cases, we will deduct payment from your card when you place the order online. If you decide to cancel your order before we’ve shipped it, we will arrange for a refund.

Can saved credit card details be removed?
Yes. To remove your saved credit card details, or delete your registered account, please contact our Customer Care team.

How do I change my shopping currency?
Currency and pricing are shown based on the country that you are shipping to. That is: HKD in Hong Kong, RMB in China, and USD for the rest of the world.

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RETURNS AND EXCHANGES

How do I return or exchange an order I have purchased online?
You may return or exchange items purchased online within seven days of receiving them using our free collection service, which will pick up from your designated address. Simply follow the easy instructions in the paperwork placed inside your online delivery package.
Alternatively, returns or exchanges (based on stock availability) on orders made online in Hong Kong may be done at any of our stores in Hong Kong within seven days of purchase. For orders made online in China, returns or exchanges (based on stock availability) may be done at our Beijing store within seven days of purchase. Returns or exchanges at stores cannot be done outside of the country where the online order was made.
Please see Returns And Exchanges for more details.

Is there a deadline to return or exchange goods purchased online?
You may return or exchange items purchased online within seven days of receiving them using our free collection service, which will pick up from your designated address. All return or exchange items must be unused, in their original condition, and with product tags attached.
Alternatively, returns or exchanges (based on stock availability) of online orders may be done at our stores within seven days of receiving your purchase.
Sale merchandise, purchased online or in store, cannot be returned or exchanged.

Will I be fully refunded if I return my order?
Shipping and international taxes (outside of Hong Kong and China) will not be refunded on returns and exchanges, as these costs have been incurred for the initial delivery, and customs charges.

How long does a refund take to process?
Your refund – excluding initial shipping costs and tax and duties — will be credited to the account used to make the purchase. Please note that refunds may take up to 14 days for Visa, Mastercard and American Express; and up to 40 days for China UnionPay; depending on the individual card issuer’s refund processing time.

What do I do if my delivered items are damaged?
All items undergo comprehensive quality control and are checked for faults and damage before they are sent to customers. Should you receive an item that is not in perfect condition, please contact our Customer Care team immediately.
Please ensure that all garment tags remain attached as removal will call into question whether the item was actually used and damaged at that time.
We will, where possible, offer to repair the item. If this is not possible, or not what you prefer, a refund will be issued.

Is there a repairs’ service?
Yes. If you are living in Hong Kong or Beijing, please visit one of our Stores to arrange a repair.
Unfortunately, at this time, we cannot accommodate repairs for international orders.

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SHIPPING AND DELIVERY

Do you deliver outside Hong Kong and China?
Yes, we ship internationally. Please see Shipping for more details or contact our Customer Care team.

When will my order be delivered?
We aim to dispatch all orders within 24 hours. You will be emailed an anticipated delivery date and time when you complete your order online.

Can I track my order?
Yes, your online purchase can be tracked with the Order Number displayed in your order confirmation email. For assistance, please contact Customer Care.

Are there delivery charges for online orders?
Yes. Please refer to our Shipping details.
In Hong Kong and China, Lane Crawford Privilege Card holders can enjoy special shipping services:

  • Lane Crawford Platinum Card holders will automatically receive free delivery on any online order, for delivery in Hong Kong and Mainland China only.
  • Lane Crawford Gold Card holders in Hong Kong will receive free delivery on single orders totalling at/more than HK$1,000; while Lane Crawford Gold Card Holders in Mainland China will receive free deliveries on single orders totalling at/more than ¥1,500.

Please note the free shipping service for Lane Crawford Privilege Card holders only applies to online orders placed in Hong Kong, to be delivered in Hong Kong; and orders placed in Mainland China, to be delivered in Mainland China.
For the rest of the world, free shipping is available for single orders totalling at/more than US$1,000. Please note that relevant taxes and duties still apply on orders that qualify for free shipping.

Is my order insured?
Yes. Lane Crawford insures each order through transit up until it is delivered. All orders must be signed for at time of receipt, and in doing so, you accept the responsibility for the order from that moment on.
If the recipient is not the original purchaser, such as in the case of a gift delivery, then the recipient’s signature will be accepted by Lane Crawford as evidence of delivery and fulfilment of your order, as well as the transfer of responsibility.

Do I need to sign to receive my order?
All orders must be signed for at time of receipt and in doing so you accept the responsibility for the order from that moment on. If the recipient is not the original purchaser, or in the case of delivery of a gift, then you accept the signature of the recipient as evidence of delivery and fulfilment of your order by Lane Crawford, and transfer of responsibility in the same way.

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STORES

What are your physical store opening hours?
Our stores are open daily, 10am to 9pm. Occasionally, some stores’ trading hours are extended, such as on the eve of holidays and special events.

How do I find out more about Lane Crawford’s stores and services?
Delivering to the high standards of hospitality and service in Asia, Lane Crawford aims to enhance every customer’s shopping experience with its complimentary Concierge service.
To handle all your enquiries or to assist with your shopping needs, please contact our store Concierge teams.

Is there a deadline to return or exchange goods purchased at Lane Crawford stores?
For store-bought purchases, returns or exchanges are acceptable within 7 days. Unfortunately, pre-sale, sale and all jewellery items cannot be refunded or exchanged.
Items must be returned in their original condition and packaging. Returns will not be accepted if they have been used, worn, washed or altered in any way. Store-bought purchase refunds, once goods have been accepted under normal conditions, will be credited back to the original payment method within one month. Merchandise purchased on sale cannot be returned or exchanged.

Is there complimentary parking for customers?
In Hong Kong, Platinum Privilege Card members may enjoy up to two hours of complimentary parking at the same shopping mall upon any purchase. Gold Privilege Card members may enjoy the same benefit upon spending HK$2,000. Please ask at our Concierge for your complimentary parking ticket.
In Beijing, Platinum Privilege Card members may enjoy up to three hours of complimentary parking at Seasons Place mall upon any purchase. Gold Privilege Card members may enjoy the same benefit upon spending RMB2,000. Please ask our Concierge for your complimentary parking ticket.

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BRIDAL REGISTRY SERVICE

Does Lane Crawford have a Bridal Registry Service?
Our physical Lane Crawford stores offer Bridal Registry Services. Our Home And Lifestyle staff can assist customers with their gift selections and the completion of their Bridal Registry form. Customers will be given a copy of their Gift List and cards to be sent to their guests, informing them of their Lane Crawford Gift Registry. Unfortunately, this service is not available online yet.
For more information, please contact our Concierge team.

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LANE CRAWFORD PRIVILEGE CARD

Who can get a Lane Crawford Privilege Card?
Customers who shop at Lane Crawford’s physical stores in Hong Kong or China, or who shop on our website while based in Hong Kong or China, or who shop from overseas and send deliveries to Hong Kong or China locations, are invited to join our Privilege Card program.
Unfortunately, this offer is not available for overseas-based online shoppers who ship to international destinations.

If I’m a Lane Crawford Privilege Card holder, will my discount apply to online orders?
Yes. If you are a Lane Crawford Privilege Card customer and qualify for a discount, this will be applied at the checkout for online orders only if you have created an account on the site and inputted your Privilege Card number.
Discounts only apply to certain brands and products. To find out which brands your Privilege Card discount applies to, in-store and online, please contact our Member Services team.

How can I become a Lane Crawford Privilege Card member?
When shopping at our physical stores in Hong Kong or China, or our affiliated boutiques, simply complete a Tracking Card application form provided upon any purchase. If your merchandise or Lane Crawford Gift Card purchases reach HKD$10,000 within 90 days, you will be eligible to become a Lane Crawford Gold Privilege Card member.
Kindly note that settlement of purchases with a Lane Crawford Gift Card are ineligible for accumulation of Bonus Points, whereas the actual purchase of a Lane Crawford Gift Card is eligible for the accumulation of Bonus Points necessary for progression between Lane Crawford Privilege Card tiers.

What benefits am I entitled to as a Lane Crawford Gold Privilege Card member?
You may enjoy a 10% discount on all products within our stores and our affiliated boutiques (excluding controlled price and special offer items), parking privileges and exclusive invitations to private pre-sale and special events. You will also be eligible to participate in our Frequent Purchase Rewards Programme. Please visit the Lane Crawford Privilege Card section for additional details or contact our Member Services team.

How can I upgrade from a Gold Privilege Card to a Platinum one?
You will be upgraded to Platinum Privilege Card status upon accumulation of HKD$80,000 net spending within one calendar year. A calendar year is calculated from January 1 to December 31 inclusive.

Is purchasing a Lane Crawford gift card considered as qualifying spending?
Yes, purchases of Lane Crawford Gift Cards are considered as Qualifying Spending, whereas payment with a Lane Crawford Gift Card is not considered as qualifying spending or eligible to accumulate privilege card bonus points.

Can I transfer Lane Crawford Privilege Card points between family members or friends in order to boost my qualifying points?
Unfortunately, transferring transactions or bonus points between Lane Crawford Privilege Cards with different names is not permitted. Customers are permitted to hold no more than one Tracking or Privilege Card at any one time. Customers holding more than one card will be prompted to merge multiple cards into one card. Should customers not respond to such requests, an arbitrary decision will be made and a new card sent to the customer concerned.

What’s the difference between a Lane Crawford Gold and Platinum Privilege Card?
A Platinum Privilege Card Member may access our Platinum Suite at ifc mall in Hong Kong and our Beijing store at Seasons Place. They may also enjoy complimentary basic alteration services year round (including during sale periods), complimentary parking, preferential pricing for Shoe and Handbag Repair services, and complimentary delivery service with any purchase at Lane Crawford stores and affiliated boutiques. Please visit the Lane Crawford Privilege Card section for additional details or contact our Concierge team.

Is the 10% discount applied to all purchases?
Unfortunately, the 10% discount is not applicable to concession brands, price-controlled and special-offer items. Please contact our Concierge team for more information.

Can I let others use my Privilege Card number to enjoy a discount?
Unfortunately, the Lane Crawford Privilege Card is personal to the cardholder and is not transferable to any other person at any time. The cardholder will not receive any benefits conferred by the Privilege Card unless the cardholder presents the Privilege Card in person at time of purchase.

I’ve lost my Privilege Card, what should I do?
Please complete a Customer Information Renewal/ Privilege Card Re-Issue Form. Please contact our Concierge team for assistance or email our Member Services team.

When do I receive my Privilege Card after submitting the Application or Re-Issue Form?
Your Lane Crawford Privilege Card will be mailed to you within 4-6 weeks upon receipt of your completed application form.

I was informed that I’ve just qualified to become a Platinum Privilege Card member. Do I need to fill in any new forms?
No. If you are being upgraded from a Gold tier to Platinum, you are not required to complete any additional application forms. Your Platinum Privilege Card will be mailed to you within 4-6 weeks from the date you qualified.
However, upgrades from a Tracking Card to Platinum Card require completion of a Platinum Privilege Card Application Form. Your Platinum Card will be mailed to you within 4-6 weeks upon receipt of your completed form.

I heard about bonus points and shopping rewards from spending with my Lane Crawford Privilege Card. How does this work?
Whenever you shop at Lane Crawford’s physical or online stores, and at our affiliated boutiques, with your Privilege Card, your purchases will be automatically converted into bonus points (every HK$1 spent = 1 bonus point). When your total bonus point balance reaches 80,000 in a calendar year commencing January 1, you will receive a reward of HK$1,600. Please visit the Lane Crawford Privilege Card section for additional details or contact our Member Services team.

My points did not total at 80,000 this year. Can I carry them over to next year?
No. Your bonus point balance will be reset to zero on January 1 of each calendar year and cannot be carried forward.

How can I get an update on my total bonus points so far and the value or rewards I will receive?
You can simply check your accumulated bonus points at any of our in-store Concierge counters, email our Member Services team, or call them on +852 2118 2288.

When will I receive the reward?
We typically send out the Frequent Purchase Reward Programme notification letters for Reward Redemption to our eligible Privilege Card members in February of the next calendar year.

I’m not in town during the Reward Redemption period. Can it be mailed to me?
Since the rewards are as good as cash, we strongly recommend our eligible members to collect their reward in person.

My contact details have changed. How can I update my Privilege Card records?
Please contact our Member Services team or call +852 2118 2288 to update your contact details.
If you have activated your Lane Crawford Privilege Card online, you can update email address, telephone number and contact preferences on this site in your Account.

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GIFT CARDS

Where can I purchase a Lane Crawford Gift Card?
Lane Crawford Gift Cards are available for purchase at any Lane Crawford store or affiliated boutiques.
For bulk purchases or corporate gifts, our Member Services Team is able to provide additional benefits and assistance.

Is there any minimum or maximum value of the Lane Crawford Gift Card?
You can purchase and activate your Gift Card with a minimum of HK$300. There is no maximum value.

Will I receive a 10% discount on my Lane Crawford Gift Card purchase if I am a Privilege Card member?
No. Lane Crawford Gift Cards are equivalent to cash.

Can I use a Lane Crawford Gift Card to purchase items on sale?
Lane Crawford Gift Cards are as good as cash and can be used to purchase any items in Lane Crawford and our affiliated boutiques.

If I settle a transaction with my Lane Crawford Gift Card, will I receive Privilege Card bonus points from the transaction?
Unfortunately, Lane Crawford Gift Card transactions are ineligible for accrual of bonus points.

Does the Gift Card have an expiry date?
Yes. A Lane Crawford Gift Card purchased in a Lane Crawford Hong Kong store or a Hong Kong affiliated boutique is valid for 12 months from the time of purchase, and can only be redeemed in Hong Kong.
Lane Crawford Gift Cards purchased in our Beijing store are valid for 24 months and can only be used at Beijing Lane Crawford.

How can I check the remaining value on my Lane Crawford Gift Card?
Kindly contact our Lane Crawford Concierge team for more information.

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