Delivery Information
• Orders from the Le Creuset Hong Kong website can only be delivered to Hong Kong addresses (except Closed Areas and Outlying Islands (Mui Wo, Tai O, Cheung Chau and Lamma Island)) 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$150 (FREE if net purchase is over HK$1,500) and delivery normally in 4-7 working days. We deliver packages on Monday to Saturday from 9am to 8pm (excluding Sunday and 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 within 3 working days about the scheduled delivery date and time. Please ensure that the mobile number is accurate, and it can receive the SMS notification.
• Please contact our delivery team by next working day 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.
• Please email our customer service team (enquiries.hk@lecreuset.com) if customer did not receive any SMS notification after the order placed in 3 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 colour, 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.