Purchase Guide

100% Authentic Guarantee

LONDONKELLY sells only 100% authentic products. All products are purchased directly from boutiques, department stores, official brand websites, or physical stores in the UK and Europe.

If customers have any doubts about the authenticity of the product, we can accompany them to Tsim Sha Tsui, Hong Kong for professional authentication services. The authentication fee will be borne by the customer.

We guarantee that all products are 100% authentic. If any counterfeit product is found, we will provide a 200% full refund.

Product Ordering

• All products sold by LONDONKELLY are ordered and purchased from brand boutiques, department stores, official websites, online/offline select shops, and brand-owned stores (if they are directly operated products) in the UK and European countries.
• Depending on the local store situation, products may be out of stock or shipping may be delayed, resulting in order cancellation.
• Once the order is confirmed, if the product price changes due to exchange rate fluctuations or price increases in local European stores, we will notify the customer. The customer can then choose to cancel the order and apply for a refund. There will absolutely be no fraudulent activity involved.
• We offer purchasing services for a variety of brands. Products not listed on the website can also be inquired about via WhatsApp or email, and we will provide quotes and purchasing services.

Quality Verification

• During the purchasing process, each product undergoes rigorous inspection to ensure that there are no problems at the time of purchase.
• To avoid unnecessary disputes with customers, we will take photos or videos before shipping. Customers can view the relevant photos.

Packaging and Receipts

• Branded packaging (box, shopping bag, dust bag, card) will be provided in full.
• A copy of the receipt (for deleting personal information) or a gift receipt will be provided.
• (Packaging contents may vary depending on the store and seller; shopping bags may be replaced with department store bags.)
• A copy of the receipt or gift receipt does not affect the global warranty.

deliver goods

Hong Kong orders:

• Delivery from the UK or Europe to Hong Kong is handled by DHL, Royal Mail, etc. Local delivery within Hong Kong is handled by SF Express.
• The product price includes local shipping within the UK.
• Purchases of HKD 345.00 or more qualify for free local SF Express shipping within Hong Kong; otherwise, a shipping fee of HKD 30.00 will apply. Alternatively, self-pickup is available.
• The product will be delivered to Hong Kong within approximately 5 to 14 days after order confirmation (excluding Saturdays and Sundays).
• For expedited delivery, products will be delivered directly from London to the customer's designated address, taking approximately 3-5 days. An additional fee of HKD 300-600 will apply.
• Once the product arrives in Hong Kong, it will be shipped via SF Express within 3 days. Customers can choose door-to-door delivery, SF Express self-pickup point, or smart locker.
• After shipment, the customer will receive two tracking numbers: the first is a DHL tracking number (UK to Hong Kong), and the second is a SF Express tracking number (Hong Kong to the designated address). Please check your emails, as they may be classified as spam.
• ※ Delivery may be delayed due to customs inspections or inventory conditions. We will notify you separately.

Orders from Mainland China/Macau:

• After the product arrives in Hong Kong, it will be delivered to the designated address via SF Express with cash on delivery. The customer is responsible for the shipping costs and local taxes.
• Alternatively, you can choose DHL UK direct delivery or EMS (with tracking number). Please inquire about shipping costs via WhatsApp.
• Alternatively, you can choose to pick up your order at our Hong Kong store; we recommend applying 8 days in advance. For urgent orders, please use our express delivery service.

Orders from Taiwan/Europe/Overseas:

• Orders will be shipped via DHL UK Direct or EMS (with tracking number).
• Orders under HKD 5,000 will incur a shipping fee of HKD 250, while orders over HKD 5,000 will enjoy free shipping.
• If the package is large, additional shipping fees may apply. The specific cost will be notified separately based on the actual situation.

Orders from the United States and Canada:

• The order will be shipped directly from the UK via DHL.
• Orders under HKD 5,000 will incur a shipping fee of HKD 600, while orders over HKD 5,000 will enjoy free shipping.
• If the package is large, additional shipping fees may apply. The specific cost will be notified separately based on the actual situation.

Store pickup/Pickup in person

Address: Shops 1229-30, 1241-42, 12/F, Grandview Commercial Centre, 8 Hysan Avenue, Causeway Bay, Hong Kong

Business Hours:

• Tuesday: 16:30 - 19:30
• Thursday: 16:30 - 19:30
• Friday: 16:30 - 19:30

Payment methods

• Online: Visa, MasterCard, FPS, PayPal, WeChat Pay, Alipay
• Shops accept Visa, Mastercard, UnionPay, and other cards and mobile payments.

Product Price

The product price includes all fees (credit card processing fee, UK to Hong Kong shipping fee, Hong Kong local pickup fee).

After-sales service and global warranty

• LONDONKELLY offers purchasing services but has no direct contact with local manufacturers, therefore it cannot provide after-sales service for its products.
• Major brands such as Chanel, Hermès, and Louis Vuitton offer after-sales service in any of their stores worldwide.
• For after-sales service, please contact the official Hong Kong brand store directly.
• ※ Copies of receipts or gift receipts do not affect warranty service.

Refund and exchange

• If an order cannot be completed due to product shortage, we will notify you immediately and provide a full refund.
• After placing an order on the website, customers can change the product or cancel the order before the staff purchases the product.
• After purchase, we will take photos or videos and send them to the customer! (If there are any problems after confirming the product, we can replace it with another product.)
• Refunds are not available after purchase due to personal reasons.
• All products are non-refundable and non-exchangeable after shipment.
• If you encounter any obvious problems (excluding damage caused by human error) after receiving the product, please contact us within 24 hours. We will be unable to process any issues reported after this period.
• Note: Most natural characteristics of materials (leather texture, slight color variations, dents, scratches, glue marks, etc.) are not considered defects. Customers seeking perfection are advised to purchase directly from the store.

LONDONKELLY leverages its past purchasing experience to find the highest quality products for its customers. For inquiries, please contact us via WhatsApp or email!

LONDONKELLY.COM.HK

1. Alone
   • After selecting your desired products on the website, place an order.
   • Please fill in your personal information (name, address, phone number) accurately when registering with Kelly London.
   • If you choose SF Express for delivery, you can fill in the address of the SF Express smart locker.
2. Purchase and Confirmation of Goods
   • After payment is confirmed, we will purchase directly from the official store or department store.
   • After the purchase is completed, product photos or videos will be provided for your confirmation.
     • However, Jellycat products will be shipped directly without taking separate photos.
     • Other products may sometimes be shipped directly without a photo.
   • We will notify you separately if there are any stock shortages or if custom orders are required.
3. Delivery Information
   • The goods will be shipped via DHL or Royal Mail.
   • Express delivery takes 3-5 days, while standard delivery takes 5-14 days (excluding Saturdays and Sundays).
   • You can expect to receive your order within 5 to 10 days on average.
   • A tracking number will be provided when the item is shipped, allowing you to easily check its delivery status.
   • All delivery details and the latest status can be viewed on the Order Status Page.
   • We will notify you separately if there are any delays in customs inspections or cargo processing.
4. Goods collection
   • Self-collection: You will receive a collection email after your goods arrive in Hong Kong. Please collect your goods at the store during business hours.
     • Address: Rooms 1241-42, 1229-30, 12/F, Grandview Commercial Centre, 8 Hysan Avenue, Causeway Bay, Hong Kong
     • Tuesday: 16:30 - 19:30
     • Thursday: 16:30 - 19:30
     • Friday: 16:30 - 19:30
   • SF Express delivery: Goods will be shipped out within 3 days after arriving in Hong Kong.
5. Packaging and Receipts
   • This will include a copy of the receipt (with deleted personal information), gift receipt, shopping bag, box, dust bag, card, etc.
   • Packaging contents vary by brand; shopping bags may be replaced with department store bags.

Order Inquiry

You can check your order status here.

More information

For more details, please refer to the purchasing agent's instructions, terms and conditions.

LONDONKELLY.COM.HK

Frequently Asked Questions (FAQ)

1. Is it genuine?

All products are purchased from official UK boutiques, department stores, and the official website, and come with branded packaging (box, shopping bag, dust bag, card, etc.). (Packaging contents may vary depending on the store and seller; shopping bags may be replaced with department store bags.)

2. Will a receipt be provided?

A photocopy of the personal data deletion receipt or a gift receipt will be provided.

3. Payment upon sample selection after ordering?

• Purchase only after 100% full payment.
• For purchases of HKD 30,000 or more, a 50% deposit is required upfront, with the balance payable upon pickup.

4. Can I change or cancel my order?

• You can change or cancel your purchase before buying from the store.
• Once the purchase is completed, cancellation or refunds are not possible for personal reasons.

5. When can I expect to receive the goods?

• Arrival in port 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).
• * Delays may occur due to customs inspections or inventory status.

6. Main luxury brands purchased through personal shoppers

Chanel, Louis Vuitton, Celine, Christian Dior, Hermès, Gucci, Prada, Loro Piana, Vivienne Westwood, and others. Other brands can also be inquired about and purchased via photo submission.

7. What if there are problems after receiving the goods?

• It has been inspected at the time of purchase and usually has no major problems.
• We will take photos and videos for your confirmation after your purchase! (If there are any problems, we can arrange to exchange for other products.)
• Contact us within 24 hours of receiving the goods to arrange a replacement (provided they have not been used).
• The natural characteristics of leather (texture, minor dents, color differences, etc.) are not considered defects.

8. Can I purchase products from brands not listed on the website through a proxy?

Sure! Please send us a photo/model number via WhatsApp or email, and we will confirm it for you.

9. Price selection?

• You can usually buy it at a relatively affordable price.
• Popular products or products that require a wait may have higher prices.

10. Is there after-sales service?

• LONDONKELLY is a purchasing agent service and cannot provide after-sales service directly.
• Brands such as Chanel, Hermès, and Louis Vuitton offer after-sales service at their boutiques worldwide (subject to varying brand policies).
• For after-sales service, please contact the Hong Kong brand store directly.
• ※ Copies of receipts or gift receipts will not affect maintenance services.

11. If Jellycat is out of stock, can I purchase it by searching for photos?

• No. "LONDONKELLY out of stock" means that the item is also unavailable in London's online and physical stores, and cannot be purchased.
• They may restock, so we suggest checking again in a few days, or sending photos and dimensions via email.
• Jellycat items cannot be pre-ordered when out of stock; it is recommended to check the website frequently to confirm availability.

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

• Yes, some older products are available, but most are harder to find.
• Please send us a photo and model number, and we will confirm it for you as soon as possible.

13. Can I buy luxury items for my wedding through a personal shopper?

Yes, you can. Please allow sufficient time for purchase inquiries.

14. Can I buy luxury goods online without a proxy?

• Yes, we can purchase luxury clothing, shoes, watches, handbags, accessories, jewelry, children's wear, etc.
• ※ Other British and European products can also be purchased through our agent if they are not too large.

15. Can you do shopping for me at the Bicester Village outlet mall in London?

Yes. Please provide photos (screenshots) and model numbers of the required products.

16. What happens if an item is out of stock after ordering?

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

17. What happens if goods are not received within 14 days of ordering?

• In most cases, you can receive the goods within 10 days. If the goods are difficult to confirm, you will be notified individually.
• If you do not receive a confirmation of goods and do not receive the goods within 14 days, a HKD 200 coupon will be issued (applicable to orders of HKD 9,900 or above).

18. Can I buy it at a lower price than on other websites?

• Yes. If you have screenshots of other websites or reliable information, we will refer to them and provide a quote.
• The price will be calculated at the same price, and a HKD 200 coupon will be issued (applicable to orders above HKD 9,900).

19. If I find a lower price on another website after purchasing, can I get a refund for the price difference?

• Yes. The price difference will be issued as a coupon on the Londonkelly website.
• Notification is valid within 30 days of purchase.
• (The products must be the same and in the same condition. Counterfeit goods or those sold by individual sellers are not eligible. Jellycat, Hermes, and Goyard are also excluded from this policy.)

20. Is there a reward for referring a friend?

• Yes. If your friend completes the purchase, contact them via WhatsApp within 3 days and provide your friend's name to receive a HKD 100 reward.
• Applicable to orders of HKD 9,900 or above.

21. Are there any discounts for writing reviews?

• Share your purchase experience in Google Reviews and tag LONDONKELLY:
  https://g.page/r/Cd64yvNG87FGEAE/review
• Send a screenshot to WhatsApp to receive a HKD 50 gift card reward.

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

• Free shipping is available for orders of 2 or more items totaling HKD 345 or more.
• When one item is out of stock, and the order amount is less than HKD 345:
  • An additional shipping fee of HKD 30 will be charged, and you will be notified via email.
  • Option 1: Free shipping is available if you purchase additional products and your order totals HKD 345 or more.
  • Option 2: If no additional purchase is required, the remaining amount will be refunded after deducting HKD 30 for shipping.
  • If you do not receive a reply within 2 days of sending the email, your order will be automatically updated, and a refund of the difference will be issued, and your order will be shipped.

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

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

24. After placing an order, do I need to make payment directly via FPS or bank transfer?

• That's it. After placing the order, the bank/FPS payment information will be displayed.
• Please complete your payment promptly so you can receive your goods faster.
• If payment is not received within 48 hours, the order will be automatically cancelled.

25. If I need a refund due to stock shortage and use FPS, what should I be aware of?

• If you choose to receive a refund via Faster Payment System (FPS), remember to provide the correct phone number and account name, and also confirm which bank the FPS phone number is linked to.
• Because once the money is transferred out, neither we nor the bank can find out which bank your default bank is. We can only provide our bank's payment records.
• You'll have to contact the bank yourself to check the deposit status. I'm sorry!

26. Are there time limits for in-store pickup or inventory storage?

If you choose in-store pickup or require temporary storage for your order, we generally offer a maximum storage period of 3 months (starting from the date of arrival or notification). Please arrange pickup within the specified period; orders not picked up within this period will no longer be held.

LONDON KELLY Store Information

Address: Shops 1229-30, 1241-42, 12/F, Grandview Commercial Centre, 8 Hysan Avenue, Causeway Bay, Hong Kong

Business Hours:

• Tuesday: 16:30 - 19:30
• Thursday: 16:30 - 19:30
• Friday: 16:30 - 19:30

Payment methods

• Online: Visa, MasterCard, FPS, PayPal, WeChat Pay, Alipay
• Retail stores: Visa, Mastercard, UnionPay, and other cards and mobile payment options.

Shipping Information

• Hong Kong Local Delivery: Free shipping (orders above HKD 345)
• Other regions: HKD 250 (Free shipping on orders over HKD 5,000)

If you have any questions, please contact us via WhatsApp or email! We hope this summary helps you better understand LONDONKELLY's services! Please feel free to contact us with any further questions.

LONDONKELLY.COM.HK