Hong Kong City Guide, English Version

Payments can be made by credit or debit card, or bank transfer for purchases made over the phone through Client Services. Accepted credit cards are Visa, American Express and Mastercard.

When placing an order, your billing address must correspond to the address of your credit card, or we will not be able to process your order.

All transactions are secured. The Louis Vuitton website is provided with an SSL encryption system to protect personal and payment data.

If you require further information or assistance, please contact Client Services.

Delayed delivery: Due to the Chinese New Year holidays there will be no delivery from 25-27 January. If your shipping address is in Malaysia or New Zealand, orders might take 1-2 days longer to reach you.

Louis Vuitton only offers delivery in the country where the order has been placed online or by phone.

Delivery options in Singapore:

• Premium Shipping: Same day delivery, order before 12 pm (Complimentary)
• Express Shipping: Next day delivery, order before 5pm (Complimentary)
  Four timeslots: 9am-12pm, 12-3pm, 3-6pm, 6-9pm
• Collect in Store - currently only available at Ngee Ann City store: Order is available for collection 1 day after your order is confirmed. You will receive a SMS once your order is ready for collection (Complimentary)

Delivery options in Malaysia:

• Standard Shipping: West Malaysia - Estimated 3-5 working days, East Malaysia - Estimated 5-7 working days (Complimentary)
• Collect in Store (store of your choice): Available for collection in 3 working days (Complimentary). We will send you a notification once your order is ready for collection.

Delivery options in New Zealand:

• Standard Shipping: Estimated 4-7 working days (Complimentary)
• Collect in Store (store of your choice): Available for collection in 4 working days (Complimentary). We will send you a notification once your order is ready for collection.

To collect your order from a store, you will be required to show:

1. Confirmation e-mail/SMS
2. Official photo document (passport or driving license)
3. Payment card used for the order

If someone else is collecting your order on your behalf:

1. Confirmation e-mail/SMS
2. Official photo document (passport or driving license)
3. Their own photo document card
4. A letter of authorisation signed by you.

The store will keep your order for 15 days. After this period, it will be cancelled and returned.

Please Note

• There is no delivery on Sundays. For Express Delivery orders placed on Friday after 5pm until Sunday, the earliest delivery will be on Monday.
• You can find your order's tracking number in your Shipping Confirmation email or follow the shipping status on the MY ORDERS page in your MyLV account.

Exceptions

• Please note that My LV Heritage and My LV World Tour orders are delivered within about 8 weeks in Singapore, Malaysia and New Zealand.

All our products are sent gift wrapped (except agenda refills). To find more information on delivery or to reschedule your delivery, please contact our Client Services Team.

Louis Vuitton products purchased online or by phone can be exchanged within 30 days after the date of delivery.

• - Hot stamped and My LV Heritage items are final sale and not exchangeable.
• - Watches and Fine Jewellery may be exchanged for another product in the same category. When returning Watches or Fine Jewellery please include the product in its original packaging, instructional leaflet, warranty and product certificates such as COSC and GIA (when applicable), along with the invoice or gift receipt.
• - Fragrances are flammable goods and are subject to laws and regulations that regulate their transportation. Please contact our Client Services Team before returning any fragrance to help you with return or exchange of your Louis Vuitton fragrance. All returns and exchanges of fragrances for change of mind must be in their original packaging (white box wrapped in cellophane), unopened and in sealed condition. If you do not return your fragrance purchases in accordance with our instructions you risk your purchases being confiscated by the state, federal and international authorities that govern the safe and legal transportation of fragrances.



HOW DO I EXCHANGE OR RETURN MY ORDER?

Contact Client Services

• - Your Client Services Advisor will arrange for pickup of the item(s) for shipment back to us. This service is complimentary to you.
• - You will receive an email confirming your exchange/return request as well as all the pickup details. Your cancellation will be effective from the date you call us.
• - Put your item(s) in the original Louis Vuitton packaging along with the original receipt and returns & exchanges voucher into a parcel and seal accordingly.
• - Hand parcel over to the carrier.

In-store

• - Online purchases can be exchanged/returned in all stores.
• - Fragrances may only be exchanged at the store within the country of purchase.

Upon receipt of your item(s), and subject to inspection by our Quality Service Department, we will proceed with the exchange. Louis Vuitton will do its best to process your exchange as quickly as possible, which should not normally exceed 30 days. Refunds can take up to 14 days to be processed after the cancellation of the order.

Please visit our full Return & Exchange Policy here