Terms Of Service

For in-store purchases, any Defective Merchandise must be presented at the relevant counter of purchase at Lane Crawford with the original invoice within 7 days of purchase and must be photographed by Lane Crawford staff on receipt and return to the customer. Customers must sign a waiver to indicate their acceptance that Lane Crawford assumes no liability in respect of the Defective Merchandise but will present it for inspection to the Supplier or an independent third party for assessment. This procedure is known as the “in and out waiver” procedure.

For online purchases, customers should contact Lane Crawford in respect of any Defective Merchandise immediately by emailing the Customer Care team at customercare@lanecrawford.com. Shipping, tax and duties on the Defective Merchandise will not be charged. Lane Crawford reserves the right to request photographic support regarding Defective Merchandise before authorising a return. If requested, the customer shall sign a waiver to indicate their acceptance that Lane Crawford assumes no liability in respect of the Defective Merchandise but will present it for inspection to the Supplier or an independent third party for assessment.

Specific Terms for Ellermann Flower Boutique: Ellermann Flower Boutique guarantees flowers for three (3) days and plants for five (5) days from delivery, provided that the care instructions are followed. In the unlikely event that the flowers or plants (including the vases/pots/vessels in which the flowers and plants are planted) are damaged in transit, customer please keep the items and contact the supplier’s Customer Service Team within 24 hours. The supplier will not be liable for claims reported outside of these times. Flowers and plants that are confirmed to be of poor quality will be replaced, the value of which is at the discretion of supplier’s staff. No refunds will be given.