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Terms Of Service

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    • Deposits And Storage

      DEPOSITS FOR PREORDERED ITEMS

      If you wish to purchase: (i) any out-of-stock or unavailable Merchandise which is available for pre-order (at Lane Crawford’s discretion) or (ii) any service provided or made available by Lane Crawford that requires or accepts a pre-payment (at Lane Crawford’s discretion), you may pre-order such Merchandise or service (“Pre-Ordered Item”) by placing a deposit at any Lane Crawford store or this Site (as directed by Lane Crawford) in an amount equal to the full purchase price of such Pre-Ordered Item (or such other amount as approved by Lane Crawford at its discretion) (“Deposit”).

      Once you have placed a Deposit for a Pre-Ordered Item, a deposit receipt (“Deposit Receipt”) or a pre-order email (“Pre-Order Email”) will be issued to you, which will be subject to the terms and conditions set out below. You shall be deemed to accept these terms and conditions upon placing a Deposit for the Pre-Ordered Item.

      1. Lane Crawford cannot guarantee the availability of any Pre-Ordered Item or delivery by a requested date. Clause 6 below shall apply to any unavailable Pre-Ordered Item. Please check that all details of the Pre-Ordered Item (quantity, colour, size etc.) that you have provided to us are correct and you have supplied accurate contact details for delivery or collection notification.

      2. For in-store collection, you must present the original Deposit Receipt and pay any outstanding amount in full to receive the relevant Pre-Ordered Item. Copies of the Deposit Receipt will not be accepted. Due to specific nature of Pre-Ordered Items (e.g. custom-made, limited availability, irrecoverable after unpacking, no official secondary sales channels after return, significant price fluctuations affected by the collectibles market, significant value depreciation after trial use, etc), no return, exchange or refund is allowed, subject to the information stated on the detailed page of the Pre-Ordered Items.

      3. Your contact details: When you place a Deposit, you are required to supply your accurate contact details so that we can contact you when the Pre-Ordered Item is/are ready for your collection or notify you when the Pre-Ordered Item is/are ready for delivery. If any of your contact details change, please contact us immediately at customercare@lanecrawford.com.cn or via our contact information as updated on www.lanecrawford.com.cn. We will not be liable for being unable to deliver to you or to contact you to collect your Pre-Ordered Item(s) if your contact details change and we are not notified of that change. Your contact information may be used for the purposes of completing your order in accordance with our privacy policy on www.lanecrawford.com.cn.

      4. Contact us within one month: Please contact us (details above) if you do not hear from us about your Pre-Ordered Item within one month of the issue date of the relevant Deposit Receipt or Pre-Order Email (the “Deposit Date”).

      5. To place Deposit(s) for Pre-Ordered Item, you must pay the full price of all the item(s).

      6. If the Pre-Ordered Item is unavailable for any reason:

      a. Lane Crawford will use your supplied contact details to notify you of that unavailability. You will have three years from the Deposit Date to claim a Deposit refund from any Lane Crawford store. You must present your original Deposit Receipt or the Pre-Order Email to obtain the Deposit refund.

      b. Any refund will be issued in Chinese Yuan only, and will be issued by gift card or directly to the same credit card or other payment platform originally used for the Deposit payment (or in cash, if originally paid by cash).

      Where a refund to the original payment platform cannot be made, upon your agreement, the refund may be made in the form of Lane Crawford gift card(s).

      Lane Crawford will only bear transaction fees for the remittance of the refund, and the customer shall bear transaction fees charged by its bank and/or card issuers for receipt of the refund. Please check with your bank or card issuer for any such charges. As the processing time will depend on the relevant payment platform, Lane Crawford will not be liable for any processing delays. Lane Crawford will not be liable for any differences in foreign currency exchange rates in respect of any payments by Lane Crawford to its customers.


      7. If the Pre-Ordered Item is available and Lane Crawford has received it:

      a. Lane Crawford will use your supplied contact details to deliver to you the Pre-Ordered Item or to notify you to collect the Pre-Ordered Item. Your Deposit paid will then form part of the purchase price of the Pre-Ordered Item. For in-store collection, you must present the original Deposit Receipt to collect the Pre-Ordered Item and pay all of its outstanding purchase price (if any). Due to specific nature of certain Pre-Ordered Items, no return, exchange or refund is allowed once a purchase order for those items has been made, subject to the information stated on the detailed page of the Pre-Ordered Items.

      b. If the Pre-Ordered Item you ordered has an expiry date (e.g. food items or cosmetics) or is otherwise perishable, Lane Crawford will not be responsible for any loss or deterioration in the Pre-Ordered Item caused by unsuccessful delivery of the Pre-Ordered Item at the delivery address you have provided to us or your failure to pick up the Pre-Ordered Item in good time to prevent the Pre-Ordered Item from deteriorating. Food, alcohol and/or perishable items cannot be stored at or with Lane Crawford.

      c. If we cannot deliver to you the Pre-Ordered Item at the delivery address you have provided to us or you do not collect a Pre-Ordered Item by the relevant time set by these Terms, Lane Crawford reserves the right to charge you a reasonable storage fee or any other reasonable third-party charge incurred in respect of the order or Pre-Ordered Item, as provided in our Storage policy below.


      8. Any Deposit or Pre-Ordered Item(s) unclaimed after the relevant deadline in these Terms will be handled at Lane Crawford’s reasonable sole discretion.

      9. Other than Lane Crawford’s related companies, any person not a contracting party to this purchase has no rights in relation to this purchase.

      10. The English version of the terms above are provided for reference only. In case of any discrepancy between the English and Chinese versions, the Chinese version shall prevail.

      STORAGE OF MERCHANDISE

      1. Subject to the other terms below, for item(s) bought (whether pre-ordered, ordered or bought in-store) in respect of your transaction number (“Ordered Item(s)”), customers can enjoy storage and delivery services provided by Lane Crawford (“Storage Services”) subject to these terms and conditions (“Terms"). The Storage Services apply to locations in Beijing and Shanghai. Customers are required to liaise with the Lane Crawford delivery team to coordinate receipt of the delivery of Ordered Item(s) in other cities.

      2. The maximum storage period of Ordered Item(s) in each transaction is 12 months from the relevant Warehouse Receipt Date (“Maximum Storage Period). The Warehouse Receipt Date (“Warehouse Receipt Date”) is the date when all the Ordered Item(s) in the same transaction has arrived at our warehouse, or as otherwise advised by our staff.

      3. You will be subject to the following storage fees, calculated per unit of storage for each Deposit Receipt or transaction:

      Storage Period (maximum 12 months) Storage Fee per unit* for each transaction
      Within the first 3 months after the relevant Warehouse Receipt Date (“Complimentary Storage Period”) Complimentary
      On and from the 4th month to 6th month after the relevant Warehouse Receipt Date RMB1000/month per unit*
      On and from the 7th month to 12th month after the relevant Warehouse Receipt Date RMB2000/month per unit*

      *One “unit” of storage space is 100cm (length) x 90cm (width) x 120cm (height)

      4. If you do not collect the Ordered Item(s) by the expiry of the Maximum Storage Period, Lane Crawford may send you a written reminder specifying a 15-day grace period. If you still fail to collect after the grace period, and do not reach an extended storage agreement with us, Lane Crawford reserves the right at its sole discretion to continue charging you a storage fee of RMB2000 per unit per month for each basket transaction, place the Ordered Item (s) into official escrow, resell the Ordered Item(s), return the Ordered Item(s) to the relevant vendor or otherwise dispose of the Ordered Item(s) in such manner as Lane Crawford sees fit at its sole discretion. If the Ordered Item(s) are resold, returned to vendor or otherwise disposed of, you will be deemed to have voluntarily abandoned the Ordered Item(s). Proceeds from such disposal shall first be used to cover storage fees and other costs incurred by Lane Crawford.

      5. The minimum storage space per transaction is at least one unit.

      6. A full month's Storage Fee will be charged for any Ordered Item(s) still being stored at Lane Crawford’s warehouse after the Complimentary Storage Period even if the actual period of storage is less than one full month.

      7. On the same day the Ordered Item(s) are purchased or when a related deposit is placed, the customer must provide an accurate delivery address, contact number and an expected delivery date and time.

      8. If the customer does not provide a delivery address and contact number for the delivery, or such information provided is incorrect or changed for any reason, the customer will be responsible for contacting Lane Crawford with the said corrected or updated information at least 7 days before the expected delivery date. Lane Crawford will not be responsible for the customer’s failure to provide such corrected or updated information. If Lane Crawford is not notified of any such change, the Customer’s original address and number will be adopted. The customer shall indemnify Lane Crawford against all costs and damages incurred by Lane Crawford due to the customer’s failure to comply with any of these Terms.

      9. Full and final settlement of any outstanding payment(s) and/or storage fees for the Ordered Item(s) must be paid before the Customer is permitted to collect or receive delivery of the Ordered Item(s). Lane Crawford reserves the right (at its sole discretion) to withhold delivery or collection until full and final settlement is made in respect of all outstanding payments.

      10. Food, alcohol and any perishable items cannot be stored in Lane Crawford’s warehouse. You must pick up these items or arrange delivery as soon as possible once you are informed they have arrived at the warehouse or pickup point. If you have not heard back from Lane Crawford within one month, you are required to contact Lane Crawford as soon as possible to follow up on your order. Lane Crawford reserves the right to reasonably handle any food or perishable items that are unclaimed.

      11. Whilst Lane Crawford will endeavour to keep the Ordered Item(s) in good condition during the Storage Period, Lane Crawford shall only be liable for loss, damage, or deterioration of the Ordered Item (s) caused by its willful misconduct or gross negligence. Lane Crawford shall not be liable for losses due to force majeure and/or natural properties of the Ordered Item(s).

      12. Lane Crawford reserves the right to change or terminate these Terms for any reason without liability at any time, and Lane Crawford will endeavour to give the customer reasonable notice of any such change or termination. Lane Crawford will revise these Terms by posting the revised content in a prominent location on its official platform in advance. Revised Terms shall not apply to orders confirmed before the revision takes effect. If these Terms are terminated by Lane Crawford, the customer agrees to settle all outstanding fees owed to Lane Crawford in respect of the purchase and/or storage of the Ordered Item(s), and to promptly arrange removal of the Ordered Item(s) from Lane Crawford’s warehouse at the customer’s sole cost.

      13. By placing the order, the customer confirms that he/she has read, understood and accepted these Terms.

      14. These Terms shall be governed by the laws of the People's Republic of China and any dispute arising under these Terms shall be subject to the exclusive jurisdiction of courts of the People's Republic of China.

      15. The English version of these Terms is provided for reference only. In case of any discrepancy between the English and Chinese versions, the Chinese version shall prevail.

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