FAQ FAQ

Ordering and Delivery Information

1. Is it genuine?

Tie. All products are purchased from official stores, department stores and official websites in the UK.
And provide branded packaging (box, shopping bag, dust bag, card, etc.).
(Depending on the store and seller, the packaging contents may vary and the shopping bag may be replaced by a department store bag.)

2. Will a receipt be provided?

meeting. Provide a copy of the receipt or gift receipt from which your personal data was deleted.

3. How to pay after ordering?

  • 100% full payment required for purchase

  • Purchase HKD 30,000 or above and pay 50% deposit first (the balance can be paid when picking up the goods)

4. Can I change or cancel my order?

  • You can change or cancel before purchasing in the store

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

5. When can I receive the goods?

  • Arrive at Hong Kong within 5~14 days after ordering (usually 5~10 days, excluding Saturdays and Sundays)

  • For urgent shipments, you can choose DHL Express Delivery (2~4 days, additional fee HKD 300~600)
    ※Delivery may be delayed due to customs inspection or stock situation

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

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

  • After purchase, we will take photos and videos for your confirmation!

  • Contact us within 24 hours after receiving the product to arrange a replacement (if it has not been used)

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

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

Can! Please send photos/models via WhatsApp or email and we will confirm for you.

8. How much is the price?

  • Generally, you can buy it at a relatively cheap price

  • Popular products or products that require a waiting period may be more expensive

9. Is there any after-sales service?

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

  • Chanel, Hermès, Louis Vuitton and other brands can provide after-sales service in their global specialty stores (depending on the brand policy)

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

10. If Jellycat is out of stock, can I purchase it through photos?

No. LONDONKELLY out of stock means that the product is out of stock in London online or offline stores and cannot be purchased.
It may be restocked, so please check again in a few days, or send photos and size enquiries by email.

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

Can. Some old year products are available, but most are hard to find.
Please send us photos and model numbers, we will confirm them for you as soon as possible.

12. Can I purchase luxury goods on the website through a shopping agent?

Can. Luxury clothing, shoes, watches, handbags, accessories, jewelry, children's clothing, etc. can all be purchased on behalf of others.
※ We can also buy other British and European products if they are not too big.

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

Can. Please provide photos (screenshots) and model numbers of the products you require.

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

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

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

Can. If there are other websites or screenshots of credible information, we will refer to them and provide quotes.
But we cannot guarantee 100% same price.

16. Are there any rewards for referring friends?

have.

  • Contact your friend via WhatsApp within 3 days after the purchase and provide the friend's name to receive a 100HKD reward

  • Applicable to orders above HKD 9,900

17. Are there any discounts for writing reviews?

(Please help promote London Kelly, and we will reward you with better service!)

  • Share your purchase experience on Google Reviews, Instagram, and LONDONKELLY and tag LONDONKELLY.

  • Send the screenshot to WhatsApp to get 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)

🏬 LONDON KELLY store information

📍 address: Shop 1229-30, 1241-42, 12/F, Eton Centre, 8 Hysan Avenue, Causeway Bay, Hong Kong

⏰ Opening hours

  • Tuesday : 16:00 - 19:00

  • Thursday: 16:00 - 19:00

  • Saturday: 14:00 - 16:00

💳 Payment Methods

  • on-line: Visa, Master, FPS, PayPal, WeChat Pay, Alipay

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

📦 Shipping information

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

  • Shipping fee to other regions: HKD 250 (free shipping for orders over HKD 5000)

📌 If you have any questions, please contact us via WhatsApp or email!

LONDONKELLY.COM.HK