Instructions for purchasing agents

Purchase Guide: 100% Authentic Products Guaranteed

  • 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 the products are directly operated) 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.

Orders delivered to Hong Kong:

  • 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 5-14 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.

  • For expedited delivery, you can choose DHL UK direct delivery, which takes approximately 3-5 days. Please inquire about additional fees via WhatsApp.
    ※ 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.
    *You can also 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.

Taiwan/ European/Overseas Orders:

  • 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. However, larger packages may incur additional shipping fees, which will be announced separately based on the specific circumstances.

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 HKD 600 shipping fee, while orders over HKD 5,000 will enjoy free shipping. However, larger packages may incur additional shipping fees, which will be announced separately based on the specific circumstances.

Store pickup/In-person pickup available at the store address (in-person pickup is possible):
Shops 1229-30, 1241-42, 12/F, Grandview Commercial Centre, 8 Hysan Avenue, Causeway Bay, Hong Kong. Opening 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 our store.

LONDONKELLY leverages its past purchasing experience to find the highest quality products for its customers.
If you have any questions, please contact us via WhatsApp or email!

LONDONKELLY.COM.HK