FAQ FAQ


1. Is it genuine?

  • A: All products are purchased in official UK specialty stores, department stores, and official websites, and are provided with brand packaging (boxes, shopping bags, dust bags, cards, etc.).
    (Depending on the store and seller, packaging contents may vary and shopping bags may be replaced by department store bags.)

2. Will a receipt be provided?

  • A: We will provide you with a copy of the receipt or gift receipt with your personal information deleted.

3. How to pay after ordering?

  • answer:

    • Purchases are made after 100% full payment.

    • For purchases above HKD 30,000, a 50% deposit is required and the balance can be paid upon pick up.

4. Can I change or cancel my order?

  • answer:

    • Changes or cancellations can be made before purchase in store.

    • After the purchase is completed, cancellation or refund due to personal reasons is not possible.

5. When can I receive the goods?

  • answer:

    • Arrival within 5 to 14 days after ordering (usually 5 to 10 days, excluding Saturdays and Sundays).

    • For urgent shipments, you can choose DHL Express Delivery (3~5 days, additional fee HKD 300~600).
      ※Delivery may be delayed due to customs inspection or stock availability.

6. Main luxury brands purchased on behalf of others

  • A: Chanel, Louis Vuitton, Celine, Christian Dior, Hermès, Gucci, Prada, Loro Piana, Vivienne Westwood, etc.
    Other brands can also be purchased by sending photos.

7. What if I find a problem with the goods after receiving them?

  • answer:

    • It has been inspected upon purchase and usually there are no major problems.

    • After purchase, we will take photos and videos for your confirmation! (If there is any problem, we can arrange to exchange other products).

    • If you contact us within 24 hours after receiving the product, we can arrange a replacement (if it has not been used).

    • The natural characteristics of the leather material (grain, slight dents, color differences, etc.) are not considered defects.

8. Can I purchase the same brand and product that is not available on the website?

  • A: Yes! Please send us the photo/model number via WhatsApp or email and we will confirm it for you.

9. How much is the price?

  • answer:

    • Generally, it can be purchased at a relatively cheap price.

    • Popular products or products that require a wait time may be more expensive.

10. Is there any after-sales service?

  • answer:

    • LONDONKELLY is a purchasing agent service and cannot provide direct after-sales service.

    • Brands such as Chanel, Hermès, and Louis Vuitton can provide after-sales services in their specialty stores around the world (depending on the brand's policy).

    • If you need after-sales service, please contact the Hong Kong brand store directly.
      ※ Copy of receipt or gift receipt will not affect warranty service.

11. If Jellycat is out of stock, can I purchase it by checking the photo?

  • answer:

    • No. If the product is out of stock at LONDONKELLY, it means that the product is out of stock at the London online or offline store and cannot be purchased.

    • It may be restocked, so please check again in a few days, or send photos and size enquiry by email.

    • Jellycat cannot be pre-ordered when it is out of stock, so it is recommended to check the website frequently to confirm.

12. Can I buy out-of-season products?

  • answer:

    • Yes. Some old year products are available, but most are harder to find.

    • Please send us photos and model numbers, we will confirm them for you as soon as possible.

13. Can luxury items for the wedding be purchased on someone else’s behalf?

  • A: Yes. Please allow enough time for purchase consultation.

14. Can I purchase luxury goods that are not available on the website through a purchasing agent?

  • answer:

    • Yes. We can buy luxury clothing, shoes, watches, handbags, accessories, jewelry, children's clothing, etc.
      ※ We can also purchase other British and European products if they are not too big.

15. Can I buy things on behalf of someone else at Bicester Village Outlet in London?

  • A: Yes. Please provide photos (screenshots) and models of the required products.

16. What if the product is out of stock after placing an order?

  • A: A 200HKD coupon will be issued (applicable to orders above 9,900HKD).

17. What if the goods are not received more than 14 days after ordering?

  • answer:

    • In most cases, the goods can be received within 10 days. If the goods are difficult to confirm, we will notify you individually.

    • If you do not receive a product confirmation notification and the product is not received within 14 days, a 200HKD coupon will be issued (applicable to orders above 9,900HKD).

18. Can I buy at a cheaper price than other websites?

  • answer:

    • Yes. If there are other websites or screenshots of credible information, we will refer to them and provide a quote.

    • The price will be calculated at the same price and a 200HKD coupon will be issued (applicable to orders above 9,900HKD).

19. If I find that other websites are cheaper after purchasing, can I get a refund for the price difference?

  • answer:

    • Yes. The price difference will be paid in the form of a coupon on the London Kelly website.

    • Notification is effective within 30 days of purchase.
      (Must be the same product and status, fake products or individual sellers are not eligible. Jellycat, Hermes, Goyard are also not subject to this policy.)

20. Are there any rewards for referring friends?

  • answer:

    • Yes. If you contact your friend via WhatsApp within 3 days after the purchase and provide the friend's name, you will receive a HKD 100 reward.

    • Applicable to orders above HKD 9,900.

21. Are there any discounts for writing reviews?

  • answer:

    • Share your purchase experience on Google Reviews and tag LONDONKELLY
      https://g.page/r/Cd64yvNG87FGEAE/review

    • Send the screenshot to WhatsApp to get a 200HKD reward (applicable to orders above 9,900HKD).

    • 1~3 customers with the best reviews each month will receive Labubu gifts (winners will be contacted directly).

22. Jellycat out of stock when purchasing 2 or more items

  • condition:

    • Free shipping for purchases of 2 or more items with an order value of HKD 345 or above.

  • When 1 item is out of stock:

    1. Order amount less than HKD 345:

      • An additional shipping fee of HKD 30 will be incurred and you will be notified via email.

      • Option 1: If you need to purchase additional products and the order amount reaches HKD 345 or above, you can enjoy free shipping.

      • Option 2: If you do not need to make additional purchases, the remaining balance will be refunded after deducting HKD 30 for shipping.

      • If no reply is received within 2 days after the email is sent, the order will be automatically updated and the difference will be refunded and shipped.

23. Can I place an order directly and send it to my boyfriend/girlfriend as a gift?

  • A: Yes, just fill in your boyfriend/girlfriend's address in the delivery address column.
    However, it is recommended that the phone number and email contact information be filled in with the buyer's personal information.
    After purchase, product information and photos will be sent to the buyer via email or WhatsApp.

24. Do I need to pay directly via FPS or bank transfer after placing the order?

  • A: Yes. Your bank/FPS payment details will be displayed after placing the order.
    Please complete payment immediately so that you can receive the goods faster.
    If payment is not received within 48 hours, the order will be automatically cancelled.

25. If I need a refund due to out-of-stock situation and use FPS, what should I pay attention to?

  • answer:
    • If you choose to use Faster Payment System (FPS) for the refund, remember to provide the correct phone number and account name, and confirm which bank your FPS phone number is linked to.
    • Because once the money is transferred, neither we nor the bank can find out your default bank account. We can only provide our payment records there.
    • You have to contact your bank yourself to check the deposit status, which is embarrassing!

London Kelly Store Address: 1229-30, 1241-42, 12/F, Eton Commercial Centre, 8 Hysan Avenue, Causeway Bay, Hong Kong

Opening hours:

  • Tuesday: 16:00 - 19:00

  • Thursday: 16:00 - 19:00

  • Saturday: 15:00 - 19:00

Payment Methods

  • Online: Visa, Master, FPS, PayPal, WeChat Pay, Alipay

  • Stores: Visa, Master, UnionPay and other cards and mobile payments

Shipping Information

  • Hong Kong: Free shipping (orders above HKD 345)

  • Other regions: HKD 250 (free shipping for orders over HKD 5000)

If you have any questions, please contact us via WhatsApp or email!
I hope the above summary can help you understand the services of London Kelly more clearly! If you have any other questions, please feel free to ask.

LONDONKELLY.COM.HK