Terms Of Service

These Terms of Service are between you and Lane Crawford (Hong Kong) Limited (“Lane Crawford”, “we” or “us”), a company registered in Hong Kong. Its registered office is at 27-30/F One Island South, 2 Heung Yip Road, Wong Chuk Hang, Hong Kong and its Business Registration Number is 12219360. 

DEPOSITS FOR PRE-ORDERED ITEMS

If you wish to purchase: (i) any out-of-stock or unavailable merchandise (“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 website (“Site”) (as directed by Lane Crawford) in an amount equal to the full purchase price of such Pre-Ordered Item, and applicable sales tax, duties, and shipping costs based on your delivery destination (or such other amount as approved by Lane Crawford at its discretion) (“Deposit”).

Once you have placed a Deposit for a Pre-Ordered Item, an Order Acknowledgment Email will be issued to you. Our Customer Care Team will also review your order details and contact you by phone or email to confirm your order. A deposit receipt (“Deposit Receipt”) or a pre-order email (“Pre-Order Email”) will be issued to you and a purchase contract (“contract”) is concluded, which will be subject to the terms and conditions set out below. You will be asked to review and accept these terms and conditions upon placing a Deposit for the Pre-Ordered Item.

If you are a consumer, i.e. a natural person who enters into a legal transaction for purposes that predominantly are outside your trade, business or profession (“Consumer”) residing in the UK or EU, you are entitled to withdraw from the contract in accordance with the instructions on withdrawal pursuant to Clause 9.

1. Lane Crawford cannot guarantee the availability of any Pre-Ordered Item or delivery by a requested date. 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. We do not offer returns or refunds on Pre-Ordered Items if you change your mind, except where required by applicable consumer law. This does not affect your statutory rights, which may vary depending on where you live.
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 or via our contact information as updated on www.lanecrawford.com. We may not be able to deliver to you or to contact you to collect your Pre-Ordered Item(s) if your contact details change. To the fullest extent permitted by applicable law, we will not be liable to you for delays in receiving your Pre-Ordered Items if you have not notified of changes or the details you have provided are incorrect. Your contact information may be used for the purposes of completing your order in accordance with our privacy policy on www.lanecrawford.com.
4. Updates: We will endeavour to provide you timely updates about your order. Please contact us (details above) if you do not hear from us about your Pre-Ordered Item by the latest possible delivery date mentioned in 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. For online orders, Lane Crawford will refund the Deposit to you pursuant to this Clause 6. For in-store orders, you will have one year 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. Subject to any applicable law, if you do not claim that refund within one year of the Deposit Date, you will be deemed to have forfeited any right to the Deposit refund.
   c. Any refund will be issued in the currency which you paid, 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, we will contact you to find an alternative payment method which may include the refund 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 notify you in writing when the Pre-Ordered Item is in stock. 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. You must present the original Deposit Receipt to collect the Pre-Ordered Item. If you do not collect the Pre-Ordered Item and pay all of its outstanding purchase price, if any, within one year of the Deposit Date, to the extent permitted by applicable law, you will be deemed to have forfeited the Deposit and any right to the Pre-Ordered Item. Lane Crawford offers no voluntary refund, exchange or returns for Pre-Ordered Items once a contract for that good has been concluded. Your statutory rights, in particular, the statutory right of withdrawal pursuant to Clause 9, remain unaffected.
   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 at the delivery time notified to you in advance, you are in delay of acceptance. We will notify you of the time that we will attempt to re-deliver the Pre-Ordered Item to you. If we have been unable to deliver the Pre-Ordered Item at the second attempt, we will return the Pre-Ordered Item to our warehouse and rescind our contract with you. We will refund you the Deposit less any reasonable re-delivery charges and a reasonable storage fee as set out below. If you are unable to accept the Pre-Ordered Item at the time(s) notified to you, please contact us immediately at customercare@lanecrawford.com or via our contact information as updated on www.lanecrawford.com to arrange a specific delivery time.

If you do not collect a Pre-Ordered Item by the relevant time set by these Terms or delivery has failed one or more times, 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, unless you can prove that the damage (e.g. storage costs) did not occur at all or was significantly lower than the lump sum.

8. To the extent permitted by applicable law, any Deposit or Pre-Ordered Item(s) unclaimed after the relevant deadline in these Terms will be handled at Lane Crawford’s sole discretion.
9. Applicable to customers whose delivery destination is in Europe Union or the United Kingdom only – Statutory Right of Withdrawal

    

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   Instructions on withdrawal

   Right of withdrawal

   You have the right to withdraw from this contract within 14 days without giving any reason.

   The withdrawal period will commence from the day on which you acquire (or a third party other than the carrier and indicated by you acquires), physical possession of the Pre-Ordered Items, and will expire 14 days after this day.

   To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement (e.g. e-mail or a letter sent by post) as follows:

   Lane Crawford (Hong Kong) limited

   27-30/F One Island South

   2 Heung Yip Road

   Wong Chuk Hang

   Hong Kong

   Telephone number: +852 2118 2288

   Email address customercare@lanecrawford.com

   To meet the withdrawal deadline, please send your communication concerning your exercise of the right of withdrawal on or before the withdrawal period has expired.

   Effects of withdrawal

   If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

   We may withhold reimbursement until we have received the Pre-Ordered Items back or you have supplied evidence of having sent back the Pre-Ordered Items, whichever is the earliest.

   You shall send back the Pre-Ordered Items or hand them over to our warehouse at the following address without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us:

   Lane Crawford Warehouse
   25/F, Goodman Tsuen Wan Centre

   58-70 Wang Lung Street

   Tsuen Wan, N.T

   Hong Kong

    

   The deadline is met if you send back the goods before the period of 14 days has expired.

   You will have to bear the direct cost of returning the goods. The cost is estimated at a maximum of approximately EUR700 or equivalent local currency.

   You are only liable for any diminished value of the Pre-Ordered Items resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the Pre-Ordered Items.

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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 Shanghai, and the EU. 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:

*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 reserves the right at its sole discretion to continue charging you a storage fee of HKD2000 (and if you have placed your order in the eurozone: EUR 250) per unit per month for each basket transaction, to 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.
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).

RETURN OF DEFECTIVE MERCHANDISE

Customers should contact Lane Crawford in respect of any faulty or damaged Merchandise (“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 and to the extent permitted by applicable law, the customer shall sign a waiver to indicate acceptance that Lane Crawford assumes no liability in respect of the Defective Merchandise but will present it to the supplier for inspection or an independent third party for assessment.

International returns must be sent via DHL Express. Customers will take full responsibility for the returns if they do not send the Defective Merchandise via DHL Express.

WARRANTY

The statutory warranty rights apply to the Merchandise for a period of two (2) years from the date of delivery.

GENERAL

1. The Chinese version of these Terms are provided for reference only. In case of any discrepancy between the English and Chinese versions, the English version shall prevail.
2. These Terms shall be governed by the laws of Hong Kong. However, if you are a Consumer residing in the UK or EU, this choice of law applies only insofar as it does not deprive you of the protection afforded to you by provisions that cannot be deviated from by agreement under the law that would have been applicable in the absence of a choice of law on the basis of statutory provisions.
3. Any dispute arising under these Terms shall be subject to the exclusive jurisdiction of the Hong Kong Courts unless you have the right to bring legal proceedings in the courts of your country of residence.
4. 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.

CONTACT US

Please contact our Customer Care team at +852 2118 2288 or email to customercare@lanecrawford.com for any order related questions or comments.