Exchanges and Returns Policy

Our Client Advisors are available to offer personalized advice and inspiration at 8100 1182

Where you are the purchaser of the products, we offer free exchange service within 30 days from receipt of the order, and free return/refund within 7 days from receipt of the order (including public holidays)

Products that are returned for exchange or refund must be brand new and unused with complete packaging (including the relevant invoice, proof of purchase, protective packaging and sleeves, packaging box (both shipping box and box containing the product and all accompanying documents and items in perfect condition)

For perfume returns, the crystal wrapping must remain sealed and not tampered with for an exchange or refund to be accepted (perfume samples do not need to be returned).

When returning watches of jewelry, you must return the complete product, including the packaging instructions leaflet (with the warranty certificate on the final page), product certificates and the invoice. 

Exchange or return of products will not apply in the following situations:
•    Expiry of the 30-day exchange policy or expiry of the 7-day return policy (calculated from the day of receipt of the product and including public holidays).
•    Odor, dirt, damage arising due to personal reasons (e.g. contamination by cosmetics, perfumes etc.)
•    Incomplete returns such as missing documents, products, items, invoices, proof of purchase, protective packaging and sleeves, interior and exterior packaging etc.
•    Hot-stamping, personalised custom-made products and special order products.
•    Products such as mask covers, swimwear and socks cannot be returned or exchanged for sanitary reasons.

Exchange or return using My LV account:​

• Log in to your My LV account using your registered email address.​
• Navigate to the My Orders tab, select the order containing the item you wish to exchange, and click on "Exchange & Return.”​
• Follow the prompts to confirm your exchange for the same product.​
• Exchanges for a different product or price require assistance from our Client Services team reachable at +852 8100 1182

More information
For every returned item, a quality assessment is performed; items that do not meet the return policy requirements will not be accepted.
Please note that refunds may take extra time to appear in your account depending on your card issuer / bank. For further information,
please refer to our terms and conditions, available at hk.louisvuitton.com.