Reviews show a split picture for Lane Crawford. Many customers praise website navigation, fast delivery and helpful shop staff for in‑store purchases. At the same time a measurable number report serious problems: wrong or faulty items, slow or absent responses on refunds, and cumbersome payment or returns procedures. If you plan to buy, keep order and delivery documentation, check return instructions beforehand and consider contacting customer service before purchasing scarce or high‑value pieces. Those seeking quick delivery and good packaging often report positive outcomes; those prioritising seamless returns or straightforward refunds report more issues.
Examples from available reviews (Jun 2022 – Feb 2026).
They offered a wide selection, fast delivery and excellent product quality.
“The quality of the products exceeded my expectations as well.”
Received wrong item and couldn't obtain a return or refund.
“I got a completely different item from what was pictured on the website”
Received a different, cheaper candle and wasn't refunded shipping.
“They sent me an ordinary candle which I could buy at any local store”
Customer service reassured buyer and delivered a bag quickly to UK.
“I ordered a bag to the UK, paid on the Wed and it arrived on the Fri.”
Customers report fast deliveries and helpful store staff, but also frequent complaints about in‑store rudeness, returns handling and inconsistent service.
Several reviewers say they paid premium prices yet received incorrect or lower‑value items and were billed for delivery without reimbursement.
Browsing and delivery are praised by some, but payment verifications, returns paperwork and slow processing cause friction for many customers.
Many report items arriving as pictured and of good quality; others report wrong, defective or seemingly lower‑value replacements being sent.
Frequent complaints about unanswered emails, voicemail and live‑chat silence on refunds; some reviews mention named staff who provided helpful responses.
Overall impressions vary: a number of shoppers praise quick delivery and helpful staff, while many others report unresolved returns and order issues.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (18) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Shipping and stock errors caused late delivery and cancelled items before Christmas.
“They canceled the jacket I ordered as their only system is not synched with the warehouse stock.”
Reviewer praised the store and noted few locations available.
“Very good don't have many place.”
Received wrong item and couldn't obtain a return or refund.
“I got a completely different item from what was pictured on the website”
Received a different, cheaper candle and wasn't refunded shipping.
“They sent me an ordinary candle which I could buy at any local store”
Sales assistant ignored interested customers and was unhelpful in-store.
“she simply ignored us even when my sister attempted to open the door.”
No tax invoice provided and responses to queries were slow.
“They don't send tax invoice/receipt of your purchase”
Payment location issue caused delay, but delivery was fast.
“Slight hiccup by them locating payment”
Payment verification process was slow and required sending card photo.
“They make you take a picture of your credit card”
Great service with fast four-day delivery to Germany, all perfect.
“Great service, fast delivery to Germany ( only 4 days) !!.”
Verification requested, then item became unavailable after reconfirmation.
“they started asking verification for my amex”
Staff provided excellent, cheerful service in Causeway Bay shop.
“Lovely service!”
Customer service reassured buyer and delivered a bag quickly to UK.
“I ordered a bag to the UK, paid on the Wed and it arrived on the Fri.”
Ordered jacket Tuesday and received it Friday in Ireland; pleased.
“Ordered on Tuesday and got it on Friday in Ireland!”
Customer experienced poor returns handling and rude, unhelpful staff.
“This company has zero customer service”
Return lost in transit and Lane Crawford refused to investigate or refund.
“Lane Crawford now refusing to refund in any way”
Returns process was confusing and customer service unresponsive about refunds.
“returns instructions not updated on website”
Excellent customer service with fast international shipping and easy returns.
“They provide really good customer service.”
Order reserved then cancelled and card has yet to be credited.
“my order was canceled because the item was no longer available ????”
I recently had the pleasure of shopping at Lane Crawford's online fashion shop for designer clothing and accessories. I was extremely impressed with the wide selection they offered, including luxury handbags, shoes, dresses, jeans and more. The ease of navigating their website made browsing a breeze.
What stood out to me most was their commitment to customer satisfaction. They offer same-day delivery in Hong Kong & Beijing which is something I didn't expect from an online retailer. Additionally, they provide free returns making it stress-free to try multiple items before committing to one.
The quality of the products exceeded my expectations as well. Each item arrived looking exactly as pictured on their website and felt like a true investment piece that would last beyond just one season.
Overall, my experience with Lane Crawford was positive every step of the way from browsing their collection to receiving fast delivery without any issues or complaints along the way.
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Lane Crawford is a Hong Kong–based luxury department store and online retailer specialising in designer fashion, accessories and beauty. It operates both e-commerce and physical stores and offers international shipping and customer service across channels. Consumers often research Lane Crawford for designer labels, cross-border delivery and in-store personal shopping.