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FREQUENTLY ASKED QUESTIONS
STORES
What are your opening hours?
Our opening hours are 10am to 9pm.
RETURNS OR EXCHANGES
Is there a deadline for me to return or exchange goods purchased at Lane Crawford stores?
Returns or Exchanges are acceptable within 21 days, with the exception of items purchased while on sale. 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. 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.
LANE CRAWFORD PRIVELEGE CARD
How can I become a Lane Crawford Privilege Card member?
Simply fill in a Tracking Card application form provided upon any purchase at one of our stores or affiliated boutiques. If your purchases on merchandise have (inclusive of using your Gift Card for purchase) reached $10,000 within 90 days, you will be eligible to apply for a Lane Crawford Gold Privilege Card.
What benefits am I entitled to as a Gold Privilege Card member?
As our Privilege Card member, you can enjoy a 10% discount on all products within our stores and our affiliated boutiques (except 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 go to our Privilege Card section for more details.
How can I upgrade from Gold Card to Platinum card?
You will be upgraded to Platinum Card status once reaching $80,000 net spending within one calendar year commencing January 1 to December 31.
Will my spending on Gift Card purchases be counted as qualifying spending?
Yes, spending on Gift Card purchases will be counted, but spending with a Gift Card to settle the payment would NOT be counted as qualifying spending or eligible to accumulate bonus points.
Can I request to transfer the transactions accumulated on my family or friend's Privilege Card
Transferring transactions/bonus points between Privilege Cards with different names is not allowed. If a customer holds more than one Tracking/Privilege Card, these should be merged into the one card.
What is the difference between the Gold and Platinum Privilege Cards?
A Platinum Privilege Card member can access our Platinum Suite at ifc mall in Hong Kong and our Beijing store at Seasons Place. They can also enjoy free basic alteration services all year round (including sale period), complimentary parking and free delivery service with any purchase at Lane Crawford stores and affiliated boutiques
Is the 10% discount applied to all products?
The 10% discount does not apply to concession brands, controlled price and special offer items. Please check with our sales staff in store.
Can my family and friends quote my Privilege Card number to enjoy the 10% discount?
The 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 Card unless the Cardholder presents the Card in person at time of purchase.
How do I replace a lost Privilege Card?
You are required to fill in the Customer Information Renewal/ Privilege Card Re-issue Form for re-issuance. Click here to download the form, or call Concierge at +852 2118 7777 to receive it by fax. Forms are also available at all Lane Crawford stores and affiliated boutiques.
When will I receive my Privilege Card after submitting the application or re-issue form?
Your Privilege Card will be mailed to you within 4-6 weeks upon receipt of your completed application form.
I was informed that I have just reached the qualifying spending and have become a Platinum member. Do I need to fill in any form to apply for my new Platinum Card?
If you are being upgraded from Gold Card to Platinum Card, you are not required to fill in a Platinum Card application form. Your Platinum Card will be mailed to you within 4-6 weeks from the date you qualified as our Platinum Card member. However, if you are upgrading from Tracking Card to Platinum Card, you will be required to complete the 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 that I can receive bonus points when I purchase at Lane Crawford and present my Privilege Card. How does this work?
Whenever you shop at Lane Crawford stores and 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 balances reach 80,000 in a calendar year commencing January 1, you will receive a reward of HK$1,600. Please go to our Privilege Card section for more details.
If my points did not reach a total of 80,000 points this year, can I carry them forward to next year?
Your bonus point balance will be reset to zero on January 1 of each calendar year and cannot be carried forward.
How can I find out my total bonus points this year and the value of the rewards I will receive?
You can simply check your accumulated bonus points in any of our stores or call our team of Customer Relationship Executives at +852 2118 2288.
When will I receive the reward?
We typically send out the Frequent Purchase Reward Programme notification letter for Rewards redemption to our eligible Privilege Card members in February of the next calendar year.
Can you send the reward to me by mail, as I will not be in Hong Kong during the redemption period?
Since the Reward is as good as cash, we strongly recommend our eligible members to pick up their reward in person. The redemption period will be extended to customers upon request with special approval.
GIFT CARD PURCHASE AND USAGE
Where can I purchase the Lane Crawford Gift Card?
You can purchase a Lane Crawford Gift Card at any Lane Crawford store or affiliated boutiques, or click here to purchase online. For bulk purchase or corporate gifts, our Customer Relationship Management Department would be happy to provide more information and assistance. Please email us at customerrelationship@lanecrawford.com or call us at +852 2118 2288. Is there any minimum or maximum value of the Gift Card?
You can purchase and activate your Gift Card with a minimum of HK$300 and without maximum value.
Will I receive a10% discount on my Gift Card purchase if I am a Privilege Card member?
The Privilege Card 10% discount does not apply to Gift Card purchase.
Can I use the Gift Card to purchase sale items?
The Gift Card is as good as cash and can therefore be used to purchase any items in Lane Crawford and our affiliated boutiques.
If I settle a transaction with my Gift Card, will I receive bonus point from this transaction?
No bonus points will be given for transactions settled by the Gift Card.
Does the Gift Card have an expiry date?
Yes, the Gift Card purchased in Lane Crawford stores and affiliated boutique in Hong Kong is valid for 12 months from the time of purchase, and can only be used in those stores in Hong Kong only. Gift Cards purchase in our Beijing store are valid for 24 months and can only be used in that store.
How can I check the remaining value on my Gift Card?
To check you remaining value on the Gift Card, you can simply go to any of our stores to check.
How can I check the remaining value on my Gift Card?
You can check the remaining value of the Gift Card at any of our stores.
AFFILIATED BOUTIQUES
What are your affiliated boutiques and what benefits am I entitled to there?
You can enjoy 10% discount (with the exception of controlled price and special offer items), and earn bonus points in the affiliated boutiques listed below.
| � | • | Brioni The Landmark |
| � | • | Central The Shoppes at Four Seasons |
| � | • | Macau Canali ifc mall |
| � | • | Central The Gateway |
| � | • | Tsim Sha Tsui Elements |
| � | • | Tsim Sha Tsui The Shoppes at Four Seasons |
| � | • | Macau La Perla Pacific Place |
| � | • | Admiralty Harbour City |
| � | • | Tsim Sha Tsui The Shoppes at Four Seasons |
| � | • | Macau On Pedder Wheelock House |
| � | • | Central Festival Walk |
| � | • | Kowloon Tong The Shoppes at Four Seasons |
| � | • | Macau Pal Zileri ifc mall |
| � | • | Central Vertu Ocean Terminal |
| � | • | Tsim Sha Tsui Prince's Building, Central |
BRANDS
How can I find out if you carry a particular brand I am interested in and whether the Privilege Card discount applies?
Please call our Concierge on +852 2118 7777 for brands, products, location and Privilege Card discount details. You can also click here to see highlights of some of the brands we are currently carry.
PARKING AND DELIVERY
Do you offer complimentary parking to customers?
Platinum Privilege Card members can enjoy two hours of free parking at the same shopping mall upon any purchase. Gold Privilege Card members can enjoy the same benefit upon spending HK$2,000. Please contact our Concierge in store, email concierge@lanecrawford.com or telephone a +852 2118 7777 for further details.
Does Lane Crawford charge for delivery?
Free delivery will be provided to Platinum Card members with any purchase, and to all customers who purchase more than HK$1,000, while purchase of RMB1,500 is required in our Beijing store (within the fifth ring).
For purchases less than the required amount, a HK$100 delivery fee will be levied to cover basic delivery costs. Additional delivery fees applies as follows:
| � | • | HK$300 charges for delivery via Discovery Bay Tunnel |
| � | • | Building without lift or merchandise not able to fit into the lift will be charged at $100 per floor for labour. |
BRIDAL RIDAL REGISTRY
Do you offer a Bridal Registry Service?
We offer a Bridal Registry Service at all Lane Crawford stores. Our Home and Lifestyle staff will assist customers with their selection and the completion of the 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 Gift List at Lane Crawford.
I want to choose a gift from the Bridal Registry list of my friend. Who should I contact?
Please email our Concierge at concierge@lanecrawford.com or telephone +852 2118 7777.
ONLINE SHOPPING
Can I buy online?
We do not currently sell an extensive range of merchandise online, however, from time to time we do offer certain marketing programmes with product for sale on our website. We can also assist with mail order. Please see details below.
MAIL ORDER
I live overseas - can I purchase from Lane Crawford by mail order?
Yes. You can place your order by filling in our mail order form. All additional fees and surcharges such as delivery fee, tax and duties will be charged to the customer. Please email our Concierge at concierge@lanecrawford.com or telephone a +852 2118 7777 for details.
PERSONAL INFORMATION UPDATE
My contact details have changed. How can I update my Privilege Card record?
Please email our Concierge at concierge@lanecrawford.com or telephone +852 2118 2288 to update your details, or you can visit any of our stores.