Official UK Genuine Goods・Free Cancellation Before Purchase・5–14 Day Delivery to Hong Kong・4.9/5 Google Rating
Purchase & Authenticity
Are the products authentic? ▼
All products are purchased from official UK boutiques, department stores, or official brand websites, and come with brand packaging (box, shopping bag, dust bag, card, etc.). Packaging contents vary by brand and store, and shopping bags may be substituted with department store bags.
Do you provide a receipt? ▼
We provide a copy of the receipt with personal information removed, or a gift receipt. A copy receipt or gift receipt does not affect the brand's warranty service.
Which brands do you mainly purchase? ▼
Chanel, Louis Vuitton, Celine, Christian Dior, Hermès, Gucci, Prada, Loewe, YSL, Vivienne Westwood, and more. Other brands can also be inquired about by sending photos via WhatsApp.
Can I purchase products not listed on the website? ▼
Yes. Luxury handbags, wallets, jewellery, clothing, shoes, accessories, and more can be purchased. Please send photos and the product model via WhatsApp or email, and we will help confirm details and provide a quote. Other UK and European products (that are not overly large) may also be inquired about.
Can you purchase from Bicester Village Outlet? ▼
Yes. Please provide a photo (screenshot) and the model number of the product you need, and we will look into it and provide a quote.
Ordering & Payment
How do I pay after placing an order? ▼
After placing your order, the system will display payment details; please complete payment within
48 hours, or the order will be automatically cancelled. We accept Visa, Mastercard, PayPal, FPS, WeChat Pay, and Alipay. For orders collected at our Causeway Bay store worth HKD 30,000 or more, you may pay a 50% deposit with the balance due at collection; orders for delivery (including outside Hong Kong) must be paid in full at the time of ordering, with no deposit option available.
Paying via FPS gives you an extra 3% discount (only available to customers with a Hong Kong bank account).
Can I change or cancel my order? ▼
Orders can be changed or cancelled free of charge before purchase. Once the purchase has been made, cancellation or refunds for personal reasons are not possible.
Can you match a lower price found elsewhere? ▼
Yes. If you have a screenshot from another website or credible information, we will match the price and provide a HKD 200 coupon (applicable to orders over HKD 9,900). You may also notify us within 30 days of purchase, and the price difference will be refunded as a coupon. This offer applies only to select brands and products, and LONDONKELLY reserves the final decision.
Shipping & Collection
When will I receive my order? ▼
Orders arrive in Hong Kong within 5–14 days after purchase, averaging 5–10 days (excluding weekends). For urgent orders, DHL express delivery is available within 3–5 days for an additional HKD 300–600. Customs inspections or stock availability may cause delays, in which case you will be notified separately.
What should I do if I haven't received my order after 14 days? ▼
In most cases, orders arrive within 10 days. If more than 14 days have passed with no order and no notification, please contact us to follow up. Orders over HKD 9,900 will receive a HKD 200 coupon as compensation.
Is there a time limit for in-store pickup or storage? ▼
A maximum of 3 months (from the date of arrival or notification). Orders not collected within this period will no longer be held.
Can I place an order and send it directly to a friend? ▼
Yes, simply fill in the recipient's address as the delivery address. We recommend using the purchaser's own phone number and email, as product information and photos will be sent to the purchaser.
Returns & After-Sales
What should I do if I find a problem after receiving my order? ▼
Please take photos (front, back, side, and the affected area) within 24 hours of receiving the item, and contact us via WhatsApp or email. Once confirmed, we will arrange a replacement. Natural characteristics of leather (texture, colour variation, slight creasing, etc.) are not considered defects.
What happens if the item is out of stock after ordering? ▼
We will notify you immediately and arrange a full refund. Orders over HKD 9,900 will also receive a HKD 200 coupon as compensation.
Is there after-sales service? ▼
LONDONKELLY is a proxy purchasing service and cannot directly provide brand after-sales service. Brands such as Chanel, Hermès, and Louis Vuitton offer after-sales service at their boutiques worldwide (subject to each brand's policy). For after-sales service, please contact the brand's official boutique in Hong Kong directly.
Jellycat Zone
Can I pre-order Jellycat items when they're out of stock? ▼
No, pre-orders are not available. If LONDONKELLY is out of stock, it means London's online and physical stores are out of stock too. We recommend checking again in a few days, or keeping an eye on website updates.
What if one item in a multi-item Jellycat order is out of stock? ▼
For orders of 2 or more items, if one item is out of stock and this brings the order total below HKD 345 (the free shipping threshold), a HKD 30 shipping fee will apply. We will notify you by email, and you may choose to add another item or deduct the shipping fee from your refund. If there is no reply within 2 days of the email being sent, the system will process it automatically.
Rewards & Promotions
Is there a reward for referring friends? ▼
Yes. After your friend completes a purchase over HKD 9,900, contact us via WhatsApp within 3 days with your friend's name to receive a HKD 100 reward.
Is there a reward for writing a review? ▼
Can't find your answer?
Feel free to reach out via WhatsApp anytime, and we'll get back to you as soon as possible.
