Worldwide Express Delivery

Terms Of Service

    • Once you have entered your personal information and payment details and placed your order on the platforms, we will send you a text message and/or an email or notify you by other reasonably practicable means acknowledging the receipt of your order (or the creation of your order) (“Order Confirmation”). Upon your successful payment, we will send you a shipping notice when the shipment is made. Subsequently, a purchase and sale contract is formed between you and us for this order and the contract is legally binding on you and us; however, as you purchase merchandise and/or services as a consumer from the platforms for your daily needs, the order will be created and become effective upon successful payment by you.

      The fulfillment of all orders on the platforms is subject to the availability of merchandise in stock. To the greatest extent permitted by laws and regulations, we expressly reserve the right to refuse to accept your order for any reason. In the following circumstances, we reserve the right to cancel an order or terminate a contract by sending a notice to you in a reasonable and practicable matter and return to you the amount we have charged you in relation to the cancelled order/terminated contract without bearing any liability for breach of contract (unless applicable laws and regulations otherwise have mandatory provisions to the contrary):

      - The product you ordered is out of stock, or is withdrawn for failure to meet quality standards or due to the shipping restrictions applicable to any or all of the ordered items.

      - There are spelling errors, price errors, stock display errors or other errors or system errors in the platform information.

      - We are unable to obtain authorisation for deduction of the payment.

      - You do not meet the eligibility requirements to purchase as set out in these Terms of Service.

      - The quantity of merchandise in your order exceeds the purchase limit.

      - Your order is considered an unusual order (e.g., your account history or purchase history records show that you have been involved in unreasonably large-quantity, large-amount or frequent returns, or that you have purchased merchandise for resale to others) or is suspected as a fraudulent or false order.

      - You have conducted any act infringing upon the legitimate rights and interests of other users, customers and/or related parties during purchase of merchandise or services, or disrupting the operation order of the platforms.

      - You provide us with false, incorrect or incomplete information (including but not limited to delivery address, telephone number and email address), so that we cannot deliver the merchandise to you or contact you for delivery within a reasonable time, or the merchandise remains unsigned or is rejected within a reasonable time (in which case we will not be liable for late or failed delivery).

      - An event beyond our control occurs (as described in the “Liability” section of these Terms of Service).

      - We have reached a consensus with you to cancel the order or terminate the contract after negotiations.

      - Other circumstances where we are permitted by laws and regulations to cancel the order or terminate the contract.


      Notwithstanding any acceptance of an order, if the fulfilment of such order (or any part of it) on the platforms (or in any stores of Lane Crawford) would be illegal or unlawful for any reason (including, without limitation, due to a breach of any applicable export controls and/or sanctions rules), or if you fail any of our anti-money laundering and/or fraud detection checks, Lane Crawford has the right to decide at any time to cancel such order (or any part of it) and shall incur no liability in these circumstances.

      Our Customer Care team will contact you as soon as possible if we reject your order or terminate the contract.

      If any of the above agreed circumstances arise and if we have the right to take other actions based on these Terms of Service (such as forced logout, and suspension and/or termination of your account in response to abnormal orders placed by you, or your disruption of normal trading order on the platforms), we have the right to continue to take such actions in accordance with these Terms of Service while cancelling your order or terminating the contract.

      All sales contracts are concluded in the People’s Republic of China and written in Chinese. All purchases made at lanecrawford.com.cn and merchandise shipped to you are only eligible to accumulate Lane Crawford privilege card bonus points (and such purchases are not eligible to accumulate points and/or enjoy other benefits in any membership and/or similar loyalty programs of the relevant brand to which the relevant merchandise belongs). Lane Crawford privilege card bonus points cannot be earned in conjunction with rewards from purchased brands’ individual reward programs. In any case of dispute, the decision of Lane Crawford shall be final.

    • For in-store purchases, any Defective Merchandise must be presented at the relevant counter of purchase at Lane Crawford with the original invoice within 7 days of purchase and must be photographed by Lane Crawford staff on receipt and return to the customer. Customers must sign a waiver to indicate their acceptance that Lane Crawford assumes no liability in respect of the Defective Merchandise but will present it for inspection to the Supplier or an independent third party for assessment. This procedure is known as the “in and out waiver” procedure.

      For online purchases, customers should contact Lane Crawford in respect of any Defective Merchandise immediately by emailing the Customer Care team at customercare@lanecrawford.com. Shipping, tax and duties on the Defective Merchandise will not be charged. Lane Crawford reserves the right to request photographic support regarding Defective Merchandise before authorising a return. If requested, the customer shall sign a waiver to indicate their acceptance that Lane Crawford assumes no liability in respect of the Defective Merchandise but will present it for inspection to the Supplier or an independent third party for assessment.

      Specific Terms for Ellermann Flower Boutique: Ellermann Flower Boutique guarantees flowers for three (3) days and plants for five (5) days from delivery, provided that the care instructions are followed. In the unlikely event that the flowers or plants (including the vases/pots/vessels in which the flowers and plants are planted) are damaged in transit, customer please keep the items and contact the supplier’s Customer Service Team within 24 hours. The supplier will not be liable for claims reported outside of these times. Flowers and plants that are confirmed to be of poor quality will be replaced, the value of which is at the discretion of supplier’s staff. No refunds will be given.

For in-store purchases, any Defective Merchandise must be presented at the relevant counter of purchase at Lane Crawford with the original invoice within 7 days of purchase and must be photographed by Lane Crawford staff on receipt and return to the customer. Customers must sign a waiver to indicate their acceptance that Lane Crawford assumes no liability in respect of the Defective Merchandise but will present it for inspection to the Supplier or an independent third party for assessment. This procedure is known as the “in and out waiver” procedure.

For online purchases, customers should contact Lane Crawford in respect of any Defective Merchandise immediately by emailing the Customer Care team at customercare@lanecrawford.com. Shipping, tax and duties on the Defective Merchandise will not be charged. Lane Crawford reserves the right to request photographic support regarding Defective Merchandise before authorising a return. If requested, the customer shall sign a waiver to indicate their acceptance that Lane Crawford assumes no liability in respect of the Defective Merchandise but will present it for inspection to the Supplier or an independent third party for assessment.

Specific Terms for Ellermann Flower Boutique: Ellermann Flower Boutique guarantees flowers for three (3) days and plants for five (5) days from delivery, provided that the care instructions are followed. In the unlikely event that the flowers or plants (including the vases/pots/vessels in which the flowers and plants are planted) are damaged in transit, customer please keep the items and contact the supplier’s Customer Service Team within 24 hours. The supplier will not be liable for claims reported outside of these times. Flowers and plants that are confirmed to be of poor quality will be replaced, the value of which is at the discretion of supplier’s staff. No refunds will be given.