Delivery Information
• Orders from the Le Creuset Hong Kong website can only be delivered to Hong Kong addresses and that in placing an order the customer confirms that she/he is purchasing the product within Hong Kong.
• We currently offer one delivery option: Standard HK$50 SF Express (FREE if net purchase is over HK$650) and delivery normally in 3-7 working days. We deliver packages on Tuesday to Friday from 9am to 8pm (excluding public holidays).
• To ensure online purchases are safely delivered, Le Creuset requires a signature for all packages collected.
• After we receiving and confirming an order, our delivery team will send a SMS to receiver’s mobile number on the day of delivery about the scheduled delivery time. Please ensure that the mobile number is accurate, and it can receive the SMS notification.
• Please contact our delivery team during office hour (Monday to Friday, from 9am to 5pm) upon receipt of the notification, if you need to re-schedule the delivery time or you prefer us to leave the package at the reception of your designated place without signing the proof of delivery.
• If the order without signing the proof of delivery, please note that Le Creuset will not be liable for any loss or damage to the purchased product.
• If you receive your products damaged, please notify us and SF Express within 24 hours to ensure we can address the issue promptly and efficiently.
• Please email our customer service team (enquiries.hk@lecreuset.com) if customer did not receive any SMS notification after the order placed in 7 working days.
• We will charge HK$200 for any delayed request of change or cancellation of delivery.
Product Exchange Policy
Our exchange policy applies to purchases made at our official offline and online shops.
• Unused items can be exchanged once per transaction (not applicable for redemption item). Customers can request an exchange for the same product in a different size and/or color, or a completely different product of equal or greater value. If there is a price difference, customers will need to pay for it.
• Only products that have not been used and are not damaged and still have the original labels and packaging (i.e. in saleable condition) can be exchanged.
• An original invoice issued by Le Creuset Hong Kong Ltd. is required.
• Customers have to request an exchange for an in-store purchase within 7 days of purchase and are responsible for bringing the product back to the shop where they purchased it.
• For exchange of online purchase, customers have to email to our Hong Kong Customer Service Team (enquiries.hk@lecreuset.com) within 7 days upon collection of the product. We will arrange exchange at your shipping address and no exchange in physical shops will be arranged. Delivery fee HK$200 will be applied for exchange, except incorrect items sent by us.
• Replacement are subject to inventory availability at the time of request.
• Le Creuset Hong Kong Ltd. does not offer cash refunds.