Terms Of Service

You must meet the following eligibility requirements to place an order with us on the platforms:

- You are a consumer (not a dealer or reseller of merchandise);

- You are of legal age and have the capacity to engage in civil activities corresponding to your purchase of merchandise and/or services under Chinese law. If you are a minor or do not have the aforementioned capacity for civil conduct, you should make sure to obtain the consent of your parents or guardians before purchasing merchandise and/or services on the platforms;

- You have a valid credit card/debit card issued by a legitimate bank and recognised by Lane Crawford, or other valid payment method accepted by Lane Crawford for payment purpose; and

- You should provide personal information and payment details, and ensure that they are valid and accurate (email address, real name, telephone number, billing information, and other required information specified on the platforms).

By placing an order with us, you authorise Lane Crawford to charge your credit card, debit card, or payment method of choice, such as WeChat or AliPay, an amount equivalent to the total purchase price of your order. You also expressly authorise us to use the personal information you provide to us for appropriate anti-fraud verification (such as credit and/or identity verification) and, when necessary, to forward/obtain information about you to/from third parties, including but not limited to credit agencies or anti-fraud agencies, which may retain such information. Please refer to our privacy policy for further information on how we use your information.

If your payment is not completed, any merchandise you add to your shopping cart will not be retained and may be sold to other customers.

The platforms are exclusively used to market merchandise and/or services to final customers. The platforms are solely available for personal use. The platforms prohibit the purchase of merchandise for resale or other commercial purposes. At the same time, your purchasing decisions should be based on your actual everyday consumption needs. You must not conduct any actions that may disrupt the platforms’ regular trading order and/or break any laws or regulations, including engaging in malicious purchases, malicious returns (such as abnormal orders) and malicious enforcement of rights.

We reserve the right to inspect and investigate your account and order data in order to determine whether there are any abnormal or suspicious transactions, or circumstances similar to fraud or false transactions.

If we believe that your order is not based on genuine everyday consumption needs, or your purchase may be for the purpose of resale, or if you engage in any action that may disrupt the normal trading order of the platforms (including but not limited to abnormal orders, such as large quantities of unreasonable returns with high amounts or frequency in your account history or purchase history) and/or violates applicable laws and regulations and/or these Terms of Service, we reserve the right to take any action against you, including but not limited to refusing to sell merchandise and/or services to you, cancelling your order and/or forcing you to log out, suspending and/or terminating your account, and recovering all losses suffered by Lane Crawford from you.

Unless otherwise stated, this Returns Policy applies to both in-store purchases and online purchases.

Merchandise may be exchanged (subject to stock availability) or returned within 7 days of purchase provided that:

(1) all tags, certificates, warranties, care instructions, product labeling, authenticity cards, extra buttons, hangers, dust bags and boxes (in the case of shoes) are intact and returned together with the Merchandise;

(2) the original invoice is presented;

(3) in the case of returns or exchanges of online purchases returned or exchanged in store, the order confirmation number of the online purchases is presented;

(4) the Merchandise does not fall within the category of “Excluded Items” as defined below;

(5) the Merchandise is in Sellable Condition as defined below;

(6) a completed returns form is presented; and

(7) (where the Merchandise comprises multiple items packaged and sold together as a single Merchandise) the entire Merchandise must be returned together, and no partial return or exchange of any single item in that Merchandise will be accepted.

Returns or exchanges outside 7 days of purchase or receipt of Merchandise (as the case may be) may be accepted at the sole discretion of Lane Crawford.

Unless as otherwise set out under the applicable laws and regulations, customers are permitted to exchange Merchandise other than Excluded Items for a different size in the same colour and style based on stock availability. If the customer selects Merchandise of lower value than the original Merchandise purchased then in Lane Crawford’s sole discretion, the price difference will be credited to the credit/debit card used by the customer for purchasing the Merchandise or any designated account in the same name of the customer (as the case may be).


For exchanges of online purchases, shipping, taxes and duties on size-exchange replacements will not be charged after the initial delivery.

For online purchases, international returns must be sent via DHL Express. Customers will take full responsibility for the returns if they do not send the Merchandise via DHL Express. Lane Crawford reserves the right to refuse returns that are not made via DHL Express.

For online purchases, please contact Customer Care team at +852 2118 2288 or email to customercare@lanecrawford.com for returns or exchanges. Returns or exchanges in Stores can only be made in the Stores of the country where the online orders are made.