Many reviewers praise fast delivery and attentive store staff. Others describe cancelled orders, wrong items, and returns that never got resolved. Some buyers also ran into payment checks and missing invoices, which added to the frustration. The feedback swings between strong praise and sharp complaints.
Examples from available reviews (Jun 2022 – Mar 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.”
Return lost in transit and Lane Crawford refused to investigate or refund.
“Lane Crawford now refusing to refund in any way”
Staff provided excellent, cheerful service in Causeway Bay shop.
“Lovely service!”
They offered a wide selection, fast delivery and excellent product quality.
“The quality of the products exceeded my expectations as well.”
Several reviews mention quick international shipping and helpful in-store assistants. A recurring set of complaints points to cancelled orders, wrong items being sent, and returns that were never refunded. In-store experiences range from friendly help to staff ignoring customers.
Some customers say the items beat their expectations and call out the broad selection. Others report receiving lower-value or incorrect items and compare them to ordinary store products. Claims of refunds being withheld add to doubts about value.
At least one reviewer found checkout and verification frustrating and had to photograph their card. Some customers were confused by the returns process and the website’s return instructions. Store availability comes up rarely, though one reviewer mentions there are few locations.
One review says the product quality was better than expected. Several others describe the opposite, citing incorrect or clearly lower-quality substitutes, such as a basic candle arriving instead of the ordered item. These mixed accounts weaken confidence in fulfilment.
Some customers describe slow replies and say tax invoices or receipts were missing when requested. One reviewer calls the website’s returns instructions outdated. A smaller number mention timely delivery updates and fast fulfilment.
Reviews split between smooth, fast delivery with helpful staff and frustrating fulfilment problems with weak returns handling. In negative accounts, cancelled orders and refund issues repeatedly drive dissatisfaction. Overall, the picture stays mixed because the highs and lows sit side by side.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (18) · Collected.reviews (1) · Quotes shortened · As of: March 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 luxury fashion and lifestyle retailer. It sells designer clothing, accessories, and homeware in boutiques and through its online store. The range includes international designers and curated labels. Customers can open an account, check out online, and arrange delivery or returns.