How may I assist you today?
A membership account is not mandatorily required and you may select GUEST CHECKOUT to place an order without an account.
However, creating an account offers many attractive benefits:
- Your personal information will be saved securely, for a faster, more convenient experience at checkout
- Un-purchased items will remain in your SHOPPING CART for your next visit
- Add eye-catching items to your Wishlist
- Track your order status and history
At Checkout, select “THIS ORDER IS A GIFT” to include a personal message and gift-wrapping service. To send a gift overseas, select the shipping destination country at the bottom of the page before selecting your item(s). For security reasons, your first online order must be delivered to your credit card billing address.
We accept the following payment methods on our site:
Hong Kong orders:
International MasterCard, Visa, American Express, JCB Cards, China UnionPay and Gift Card*
Mainland China orders:
Alipay, China UnionPay credit or debit cards from major banks, Pay on Delivery** , RMB-billed Visa & MasterCard and Gift Card*
For international orders:
International MasterCard, Visa, American Express and JCB Cards***
* Gift Card can only be used for Hong Kong and China orders in the corresponding currency
** Pay on Delivery service coverage may be limited
*** JCB Cards payment for International Orders is available for Japan/JPY only
The currency is automatically set to match the country you are browsing in. When you select an overseas delivery destination, the currency and pricing will change to match that country.
At checkout, choose “Pay By Gift Card” as your preferred payment method and enter the 9-digit Gift Card number (under the barcode) and 9-digit alphanumeric PIN (beneath the scratch panel) when prompted.
Please note that Gift Card payments will only be accepted for orders shipped to Hong Kong or China.
Your order may have been unsuccessful due to reasons relating to your credit card. Please first check with your card issuer, and CONTACT US for further assistance.
Online orders will usually be charged on dispatch. For China UnionPay debit cards and credit cards issued by China Merchants Bank, ICBC and CGB for China UnionPay and Alipay payment, orders will be charged when submitted.
Once your order has been submitted, you cannot add additional items to it. In alternatives, you may submit a new order for additional items.
Once your order is submitted, you will receive an acknowledgement email quoting an estimated delivery date. You can also check your order status online by checking into MY ACCOUNT.
For orders to be delivered by our appointed courier, click TRACK SHIPMENT in MY ACCOUNT to get the tracking number. You can use this number to track the delivery status via the respective courier’s website.
For orders to be collected at our stores or delivered by our delivery team, please CONTACT US for details.
Delivery service is available for all online orders. Customers placing orders in Hong Kong and China may also select in-store collection service from any of our stores.
Delivery (Hong Kong):
- Major commercial areas in Hong Kong Island and Kowloon West: same day delivery for orders submitted before 13:00, next day delivery for orders submitted after 13:00
- Other areas: 1 to 2 working days
- Shanghai, Bejing, Chengdu: 2 to 3 working days
- Other areas: 3 to 5 working days
Delivery (other countries):
- 3 to 5 working days
Once your order has been submitted, it will be processed as soon as possible.
In Store Collection (Hong Kong):
- Same day collection (before 19:00) available for orders submitted before 13:00
- Next day collection (after 15:00) available for orders submitted after 13:00
In Store Collection (China):
- 2 to 3 working days
*Notification email will be sent once your order is ready for collection
Hong Kong and China:
- Free delivery service for Lane Crawford Platinum members
- Free delivery service for Lane Crawford Gold members for orders over HKD1000 / RMB1500
- For all other orders: HKD50 / RMB25
- Free delivery service for Lane Crawford Platinum and Gold members for orders over HKD10,000 / JPY100,000 / USD1,000 / AUD1,000 / CAD1,000 / EUR1,000 / GBP500
- For all other orders: HKD100 / JPY1,000 / USD10 / AUD10 / CAD10 / EUR10 / GBP7
- Delivery fee will be included at checkout (if applicable)
- During Free Shipping promotion period, delivery fee will be shown as "0"
Taxes and duties are calculated according to your selected shipping destination.
Delivery Duty Inclusive (DDI)
For shipments to DDI countries, Lane Crawford will cover all tax and duty payments. The price displayed for each product is inclusive of all tax and duty charges.
When a DDI country is selected as the shipping destination, "all taxes and duties included" will be displayed under the price on the Product Description page.
Delivery Duty Unpaid (DDU)
For shipments to DDU countries, you will be responsible for the required import duties, customs and local sales’ taxes levied by the destination country. Payment of these charges is necessary to release your order from customs. Our courier, DHL, will contact you with the details of any import charges to be paid.
Lane Crawford insures all orders during transit until delivery is received. All orders must be signed for at time of delivery, at which moment you accept all responsibility for the order.
If the recipient is not the original purchaser, such as in the case of a gift delivery, the recipient's signature will be accepted by Lane Crawford as evidence of delivery and fulfilment of your order.
Due to international trading agreements and custom regulations, shipping restrictions are applied to some brands and products. A product that is restricted to be shipped to your country will be removed from your shopping cart.
Ordered items may be returned or exchanged within 7 days of receipt, provided that:
- The item(s) to be returned or exchanged must meet SELLABLE CONDITION, together with the original packaging
- "EXCLUDED ITEMS" such as Fine jewellery, Gift Cards, Apple and Samsung products are not eligible for return or exchange
- Exchange request for online orders is only available on size exchange
Within 7 days of receiving your order, you may return any item(s) by using our collection service, or drop off at Concierge in any of our stores (Hong Kong and China orders only).
Return by Collection Service:
- Find your order in MY ACCOUNT under PREVIOUS ORDER
- Click RETURN at the order status page
- Complete the request form and we will contact you to make arrangements for collection
- You may also CONTACT US for further assistance
Return at Concierge in store:
- Visit Concierge at any of our stores
- Return the respective item(s) with the completed Return Form, found in your original order packaging
- We only accept returns at Concierge for orders made in the same country
Exchange request for online orders is only available on size exchange. Please CONTACT US to make further arrangements.
Gift orders may be returned and the refund will be credited to the original payment method. Only size exchanges are available for gift orders. Please CONTACT US for further information.
Refunds will usually be credited to the original payment method within 7-14 days. For China orders that selected "Pay on Delivery", we will contact you for your bank information to arrange a refund.
Please note that processing time for refunds is subject to the respective bank or individual card issuer's internal procedures.
Delivery fees will not be refunded for any return or exchange.
If your order has been sent to a DDI country (inclusive taxes and duties), taxes and duties will be refundable. If your order has been sent to a DDU country (taxes and duties collected by local customs and courier), taxes and duties are non-refundable from Lane Crawford.
Our personal styling team is on hand to assist you around the clock. From selecting the ideal outfit for a specific occasion to advising on size and fit, or completely making over your wardrobe, our team of experts can answer your questions and inspire you with our exceptional edit of over 800 brands.
Please CONTACT US for further assistance.
Our stores stock an edited selection of womenswear, menswear, shoes, bags, accessories, cosmetics and home & lifestyle products from the world’s most desirable luxury brands; as well as from the latest up-and-coming designers.
On our website, move the cursor over your desired category (WOMEN, MEN, BEAUTY or LIFESTYLE) in the navigation bar and select BRANDS from the drop-down menu. This will take you to a list of brands available in our stores and online.
You may check the availability in-store from the product page, by first selecting the size of your preference, and click CHECK IN STORE AVAILABILITY, a pop-up window with the availability per store will be shown.
We accept the following payment methods in our stores:
MasterCard, Visa, American Express, JCB Cards, China UnionPay, Apple Pay, Cash, and Alipay (selected accounts only, please CONTACT US for further information).
Yes, we offer a delivery service for customers who make purchases at our stores. Please ask at Concierge or checkout for more information.
Our delivery service schedule is subject to the resources available.
Hong Kong: Next day for requests made before 18:00
China: Subject to the appointed courier’s schedule
Free delivery is available for Lane Crawford Platinum members.
For all other orders, free delivery is available for single transactions over HKD1,000 / RMB1,500. Otherwise, a delivery fee of HKD100 / RMB25* will be charged.
*For China orders, additional delivery fee will be required subject to the destination and order weight.
Items bought in store may be returned or exchanged within 7 days, provided that:
- The item(s) to be returned or exchanged must meet SELLABLE CONDITION, together with the original packaging
- "EXCLUDED ITEMS" such as Pre-Sale items, Sale items, jewellery, Gift Cards, Apple and Samsung products are not eligible for return or exchange
Items purchased in Hong Kong stores can only be returned within Hong Kong, while items purchased in China can only be returned within China.
Please refer to RETURN & EXCHANGE or CONTACT US for further information.
Within 7 days of purchase, items can be returned to any of our stores. Items purchased in Hong Kong can only be returned to Hong Kong stores, while items purchased in China can only be returned to China stores.
You can register at any of our stores or at lanecrawford.com (.hk/.cn) with your mobile number and email address. To register in store, our staff will be happy to assist you. For help registering via our website, please CONTACT US for further assistance.
Once you have registered in store, simply visit lanecrawford.com (.hk/.cn) and sign in with your mobile number or email address to verify your account and continue shopping online.
Lane Crawford membership is unique to each individual customer and cannot be shared with anyone else. Your registered payment details must be in the same name as your membership account information.
You may sign in to MY ACCOUNT at lanecrawford.com(.hk/.cn) and download a DIGITAL MEMBERSHIP CARD.
You may sign in to MY ACCOUNT at lanecrawford.com(.hk/.cn) to update your personal information.
Purchases of Gift Cards do count as Qualifying Spend and will earn Rewards Points. However, purchases paid with Gift Cards do not count as Qualifying Spend and will not earn Rewards Points.
As a Lane Crawford Platinum member, you can enjoy your membership discount while shopping at lanecrawford.com. Simply sign in to MY ACCOUNT using your registered mobile number or email address.
You may sign in to MY ACCOUNT on your mobile device to download your Lane Crawford Membership Card.
1. Sign in to MY ACCOUNT at lanecrawford.com using your iOS device.
2. Click SAVE CARD TO MY DEVICE on the Membership Card page. You will be redirected to the PassBook/Wallet app.
3. Click “Add” to save your Digital Membership Card to your device. Access it anytime in your PassBook/Wallet app.
4. Click “ⓘ” to turn on Automatic Updates.
1. Sign in to MY ACCOUNT at lanecrawford.com using your Android device.
2. Click SAVE CARD TO MY DEVICE on the Membership Card page.
3. If necessary, click I NEED THE Pass2U APP. You will be redirected to the Google Play Store (or Baidu App Store for China) so you can install the app.
4. Click I ALREADY HAVE THE Pass2U APP to download your Digital Membership Card. Access it anytime in the Pass2U app.
For iOS devices, your Digital Membership Card will be in the Passbook/Wallet app.
For Android devices, your Digital Membership Card will be in the Pass2U app.
If you simply bookmarked your Digital Membership Card, check your Bookmarks in your web browser.
You can download your Digital Membership Card any time. Simply sign in to MY ACCOUNT at lanecrawford.com.
Your Digital Membership Card is supported on iPhones using iOS 6 or above and on any mobile or tablet using Android version 3.0 or above.
You can access your Digital Membership Card without an internet connection after you bookmark or save it to your device, however your information will not be updated until you reconnect to the internet.
On Android devices, sign in to MY ACCOUNT at lanecrawford.com to bookmark your Digital Membership Card in your web browser or directly on your device.
On iOS devices, sign in to MY ACCOUNT at lanecrawford.com to access your membership details.
If the barcode disappears, try refreshing or re-opening the app. Please CONTACT US for further assistance.
Whenever you shop in store or online at Lane Crawford with your Membership Card, or at our affiliated boutiques, you will earn 1 Rewards Points for every HKD/RMB spent, excluding taxes, payments by gift card and purchases of Apple and Samsung products.
If your order is returned, the respective Rewards Points will be deducted from your account. For an exchange, if the new item(s) is/are lower in value than the exchanged item(s), the respective Rewards Points will be deducted from your account.
Please refer to RETURN & EXCHANGE for more details.
You may sign in to MY ACCOUNT at lanecrawford.com to check your Rewards Points balance.
Lane Crawford membership and the respective privileges (including Qualifying Spend and Rewards Points) are not transferable to any other account.
Every 8,000 Rewards Points earned can be exchanged for a Gift Card worth HKD/RMB 200 (Beauty+ and Privilege members) or HKD/RMB 240 (Gold and Platinum members). Gift Cards can be collected four times a year, either in store at Concierge, or downloaded as a Digital Gift Card. You will be notified when they are ready for collection.
Please refer to DIGITAL GIFT CARD for more information.
Customers located outside outside of Hong Kong or China, using currencies other than HKD/RMB, will be contacted regarding collection of rewards.
Please CONTACT US for more information.
Gift Cards may be used against purchases in any of our stores or at lanecrawford.com. Certain products may be excluded. Please refer to GIFT CARD for more details.
You can customise Gift Cards and choose from a selection of designs.
Gift Cards are available at values ranging from HKD500/RMB500 to HKD78,000/RMB1,000 if purchased at Lane Crawford online store, or RMB5,000 in-store.
Membership discounts are not applicable when purchasing Gift Cards.
Multiple Gift Cards can be used in a single transaction. There is no limit on the number of Gift Cards you can use.
You can use a Gift Card to purchase any items from Lane Crawford and our affiliated boutiques, with the exception of Apple and Samsung products.
Gift Cards purchased in HKD will expire 12 months after the time of activation. Gift Cards purchased in RMB have no expiry date.
Platinum members can enjoy 10% off the regular price, and settle payment in part or full using a Gift Card. However, Gift Card transactions will not earn Rewards Points.
Our Customer Care Team is on hand to help you with any enquiry. We are available Monday to Saturday 1000 to 2000, Sunday 1000 to 1700. (HKT)
You can email us at email@example.com if you have any enquiries.