Help & Information

Returns And Exchanges

RETURNS & EXCHANGES ON ONLINE PURCHASES

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.

To arrange collection by booking online or by telephone, simply follow the easy instructions in the paperwork placed inside your online delivery package. To confirm your returns order, our Customer Care team will email or advise over the telephone a Returns Reference Number.

Exchanging for a different size is based on stock availability. If available, we can reserve stock for you, and ship the item as soon as we receive the returned original item. Shipping, tax and duties’ costs on size-exchange replacements will not be charged after the initial delivery.

If the item is no longer in stock, please arrange a return so it can be refunded. Unfortunately, initial shipping, tax and duties’ costs cannot be refunded. Our Product Advisors can suggest a similar or complementary item, to help you purchase a new item separately.

Exchanging for another style is also possible. Please return the item so it can be refunded, and purchase the new item separately. Shipping costs on all refunds will not be charged. Unfortunately, initial shipping, tax and duties’ costs cannot be refunded.

Alternatively, returns or exchanges (based on stock availability) of online orders may be done at our stores within seven days of receiving your purchase. Please see below.

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HOW TO RETURN AND EXCHANGE ONLINE

1. Log into your account, find the original order and click on the link to CREATE A RETURN. If you have not created an account, please refer to your ORDER CONFIRMATION EMAIL and go to the link to CREATE A RETURN. (If you do not have an account or cannot access the returns section, please email our Customer Care team with the details of your original order and items you wish to return.)

2. Select the items you would like to return. Please send all return items from one order in the same shipment.

3. Select the REFUND or SIZE REPLACEMENT button.

4. Select how you would like to be credited. This must match your original payment method. Please note that gift refunds will be made in the form of a Lane Crawford Gift Card, which will be valid for one year from date of issue.

5. Confirm the address you wish your items to be picked up from, plus the date and time convenient for collection.

6. Check the box to agree with our Returns Policy.

7. You will receive an email confirming your Returns Reference Number (RRN), plus the pick-up date and time.

8. Please return your items in the original packaging to ensure they are protected during shipping. All return items must be unused, in their original condition, and with product tags attached. Shoes must be returned in their original, undamaged box, and should also be protected in the original outer box. We are unable to accept or exchange shoes with scratched or dirty soles.

9. Please fill in your RRN number on the Returns form that was packed with your goods, and place in the box. Please leave the outer box open for the courier to inspect upon pick up.

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HOW TO RETURN AND EXCHANGE IN STORE

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.

To return or exchange an online order at a store, the product/s, Sales Invoice and the credit card used to purchase the order should be presented the store Concierge team for assistance. A person designated to conduct your return or exchange must show their photo identification with the Sales Invoice and your credit card.

To return or exchange an online Gift at a store, please present the product/s and Gift Receipt to the store Concierge team for assistance. For returns in store, refunds will be made to the original credit card used online.

If you received a Gift and want to return or exchange it at a store, please present the product/s and Gift Invoice to the Concierge counter. For Gift returns in store, refunds will be made to the original credit card used online.

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RETURN OF FAULTY OR DAMAGED ITEMS

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 us immediately by emailing our Customer Care team. 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, we will issue a replacement or refund. Shipping, tax and duties’ costs on faulty or damaged item/s replacements will not be charged after the initial delivery.

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GIFT RETURNS

Online gifts may be returned or exchanged in size (based on stock availability) within seven days of receiving them. Please email our Customer Care team to arrange a free collection service, where will pick up from your designated address. Or, to return or exchange sizing of an online gift at a store, please present the product/s and Gift Receipt to the store Concierge team for assistance.

All return or exchange gift items must be unused, in their original condition, and with product tags attached.

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LATE RETURNS

For online purchases, a Returns Reference Number must be requested online or from our Customer Care team within seven days of receiving your items. 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 receiving your 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 receiving your purchase.

Return requests made outside of the seven-day policy will be accepted at the discretion of Lane Crawford. If approved, refunds will be made to the original credit card used online.

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SALE ITEMS

Sale items cannot be returned or exchanged.

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RECEIVING A REFUND

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.

Gift refunds will be made to the original credit card used online.

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OUR RETURNS & EXCHANGES POLICY

• For online orders, you must obtain a Return Merchandise Authorisation number (RMA) before a return can be processed.
• Items must be returned in original condition and will not be accepted if they have been used, washed, damaged or altered in any way, or if any of the garment and Lane Crawford tags have been detached or removed.
• We are unable to accept or exchange shoes with scratched or dirty soles.
• Lingerie and swimwear must be returned with the protective adhesive strip in place. Returns and exchanges will not be accepted on lingerie and swimwear if the protective strip has been removed or if the items are soiled.
• Authenticity cards and dust bags must be included with the item being returned.
• Returns and exchanges in store must be made with the original Sales Invoice or Gift Invoice.
• Sale items cannot be returned or exchanged.
• If we receive a return that we cannot accept, we will give you the option either to collect it again from one of our stores, or to re-ship it to you (at your cost).

For more information, please email our Customer Care team.

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