FAQ FAQ


1. Is it genuine?

  • A: All products are purchased from official UK stores, department stores, and the official website, and come with branded packaging (boxes, shopping bags, dust bags, cards, 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: We will provide a photocopy of the personal data deletion receipt or a gift receipt.

3. Payment upon sample selection after ordering?

  • answer:

    • 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?

  • answer:

    • 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?

  • answer:

    • 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

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

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

  • answer:

    • 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 you 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?

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

9. Price selection?

  • answer:

    • 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?

  • answer:

    • 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?

  • answer:

    • 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?

  • answer:

    • 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?

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

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

  • answer:

    • 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?

  • A: 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: 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?

  • answer:

    • 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?

  • answer:

    • 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?

  • answer:

    • 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?

  • answer:

    • 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?

  • answer:

    • 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 200 reward (applicable to orders of HKD 9,900 or above).

    • One to three customers who leave the best review each month will receive a Labubu gift (the winners will be contacted directly).

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

  • condition:

    • Free shipping is available for orders of 2 or more items totaling HKD 345 or more.

  • When 1 item is out of stock:

    1. Orders below HKD 345:

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

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

      • 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?

  • A: 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?

  • A: Yes. 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 you need a refund due to stock shortage and use FPS, what should you be aware of?

  • answer:
    • 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 your 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 your bank yourself to check the deposit status. Sorry!

LONDON KELLY Store 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: Free shipping (orders above HKD 345)

  • Other regions: HKD 250 (Free shipping on orders over HKD 5000)

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 if you have any further questions.

LONDONKELLY.COM.HK