FAQ

SHIPPING & DELIVERY

Shipping & Delivery

Home Delivery Order: Our delivery service is from 10 am - 7 pm, Monday to Saturday except public holidays.

Shipping Time

Home Delivery Order: In general, you are expected to receive your order within 5-14working days after placing the order. Our warehouse customer service team will call in advance to confirm the delivery date and time.

Shipping & Handling Rate

We offer delivery service to areas in Hong Kong, Kowloon, New Territories and Discovery Bay, Ma Wan, Hong Kong International Airport and Tung Chung in Lantau Island, which can be accessed by motor vehicles on paved roads.

For Cheung Chau, Ping Chau, Mui Wo and Lamma Island, delivery is only available within 500 metres of walking distance from the goods unloading point.

If no elevators are available on premises, an additional fee will be charged. Ground floor delivery is free of charge. Delivery will be made up to 8 floors only at the cost of HK$10 per floor. Delivery fee shall be paid to the delivery staff directly.

Delivery service is not available to Frontier Closed Area, all outlying islands (excluding Cheung Chau, Ping Chau, Mui Wo, Lamma Island, Discovery Bay, Ma Wan, Hong Kong International Airport and Tung Chung), warehouses and premises not accessible by staircase or above the 8th floor without elevator service.

No less than 2 working days’ notice in advance to our logistics customer service team is needed for any change in delivery time.

Shipping & Delivery for Macau

Our delivery service is from 11 am - 6 pm, Monday to Saturday except public holidays.

In general, you are expected to receive your order within 7-14 business days after placing the order. Our warehouse customer service team will call in advance to confirm the delivery date and time.

We offer delivery service to areas in Macau, which can be accessed by motor vehicles on paved roads.Delivery service is not available at non-permanent address, frontier closed areas, outlaying islands, warehouse and premises which are not accessible by elevator or staircase and need to be delivered through balcony. If no elevators are available on premises, an additional fee will be charged. Ground floor delivery is free of charge. Delivery will be made up to 8 floors only at the cost of HK$10 per floor. Delivery fee shall be paid to the delivery staff directly.

No less than 2 working days’ notice in advance to our logistics customer service team is needed for any change in delivery time.

RETURN & EXCHANGES

ONLINE PURCHASES (DELIVERY)

• Change of Mind

Within 7 days of receiving your purchased product, we accept exchange or refund of the brand new product due to a change of mind. Items must be returned undamaged and unused, with all tags, warranty cards attached, and the original packaging included. You will be responsible for the cost of HKD100 delivery charge back to our warehouse according to the Delivery & Shipping policy (additional charges apply for remote locations).

• Quality Issue

(Within 7 days of receiving your purchase product include public holiday) If you wish to return your product for a defect or fault, we will inspect the product and investigate your claims and, if we find that the product is indeed defective or faulty, we will repair or, in case the product cannot be repaired, exchange the product or refund, according to the product’s warranty coverage and warranty terms and conditions. If, however, we find that the defect is not a manufacturing defect (including material and workmanship defect), but due to mis-handling or misuse, or the defect or damage is not covered by the warranty or the warranty has expired, your request of returning the product will be rejected and the product  will be returned to you. You will be responsible for the cost of return shipment according to the Delivery and Shipping Policy.

• Applicable Stores

Return requests are only accepted for online purchases on www.lipault.com.hk.   

• Application Process

To apply for a return of your product, you must submit a duly completed return form to our customer service team (info.HongKong@samsonite.com).  We will contact you within 7 working days with a return authorization and further instructions on how to return your goods. Normally, we will arrange pick-up of your product from your address within Hong Kong Special Administrative Region at an administrative charge depending on your location. Alternatively, you may return your product to one of our Authorized Repair Centre in accordance with the Warranty Terms and Conditions below by presenting your original purchase receipt and warranty card (must be a receipt from www.lipault.com.hk).

• Processing Time

Once your return has been received and accepted, your refund will be processed within 30 days. If Lipault’s delivery service is required, we will charge you HK$100 per travel (additional charges apply for remote locations).

EXCHANGES

We will only exchange for another product within warranty period if your defective product cannot be repaired due to manufacture defect. You are entitled to an exchange for another product of the same value as the price you actually paid for your purchased product with supporting invoice and warranty card as per the warranty terms & conditions.

WARRANTY TERMS & CONDITIONS

Lipault guarantees all its products against any manufacturing defects, covering materials and workmanship, for the length of time stated in the warranty. You are entitled to an exchange or refund for a manufacturing defect that cannot be repaired (as determined by a Lipault Authorized Repair Agent).

Please keep your receipt and warranty card as proof of purchase as this will authenticate this product warranty.

If you find a manufacturing defect in your Lipault product, please directly deliver the product to an Authorized Repair Centre. Click here to find your nearest Authorized Repair Centre.

Please note that you are responsible for all costs of getting the product to any such Authorized Repair Centre including, but not limited to, the cost of packaging, shipping.

The warranty provided for herein applies only to the first purchaser or gift recipient of the Product.

• The duration of the warranty is stated on the warranty card inside the product and/or in the list of product features on our website.
• This warranty described herein cover only manufacturing defects and does not cover any damage caused by misuse or unreasonable use, improper care, accidents, abrasion, exposure to extreme temperatures, solvents, acids, water, normal wear and tear or improper carrier handling (by airline for example) overloading or rough handling during transport by airlines, 3rd parties, or other travel organizations; cosmetic damage like scratches, dents, stains, colour changes or other non-functional changes in the appearance of the product are also excluded.
• Lipault requires that you use only an approved Lipault Authorized Repair Centre (“Service Centre”) for warranty repairs.
• This warranty is global and you may have your product repaired at any Service Centre in the world.
• Repairs performed by anyone other than an Authorized Repair Agent will void this warranty.
• You are responsible for all costs of getting the Product to any such Service Centre including, but not limited to, the cost of packaging, shipping and applicable taxes.
• For warranty service at a Service Centre, you will need to present the duly completed warranty certificate or original receipt of purchase (must be a receipt from Lipault’s own direct shops or authorized dealer shops).
• The Service Centre will determine whether or not the problem is covered by Lipault’s warranty. If the warranty applies, you will be notified as to whether the Product will be repaired or replaced. Any such repair or replacement will be at Lipault’s expense, including any costs required to return the repaired or replacement product to you.
• If the Product is to be replaced and the Product is no longer available, Lipault will exchange for a comparable Lipault product of the same value as the price you actually paid for your original Product.
• The warranty provided herein is limited to the value of the Product.
• Manufacturing specifications are subject to change without notice.
• If the Product is not under warranty as determined by the Authorized Repair Agent, any repairs agreed to or freight costs associated will be at the cost of the owner.
• Product locks are intended only to prevent accidental opening and cannot necessarily prevent theft of the Product or its contents, breakage or entry by airline or airport personnel or governmental authorities.
• Inspect your Product immediately after handling by anyone other than you. If damaged in transit, submit a claim to the transit company (which is insured against damaging your product) at the place of arrival, if possible, before clearing customs.
• Do not send your Product directly to Lipault stores, as this will likely delay the repair and an additional delivery charge will apply according to the Delivery and Shipping Policy.

WHAT IS NOT UNDER WARRANTY?

• Cables, adaptors and batteries.
• Cosmetic damages like scratches, dents, stains, colour changes, or other non-functional changes in the appearance of the Product.
• Damages to the Product that are the result of misuse or the actions of others.
• Incidental and consequential damages are expressly disclaimed.
• Labour charges and damages attributable to acts performed by anyone other than an Authorized Repair Agent at a Service Centre.
• UV degradation or exposure to extreme temperatures, acids, solvents, or moisture.
• Abuse, overloading or rough handling during transport by airlines, 3rd parties, or other travel organizations.
• Melted zippers or fabric.
• Fabric abrasion.
• Rips, tears, or cuts.
• Stains (such as grease, oil, dirt, or ink).
• To the extent permitted by applicable law, any implied warranties are hereby excluded.

In cases where the damage occurred during transport, contact the airline or travel provider immediately when you arrive at your destination. Airlines are responsible for the damage to your luggage or backpack at the airport or during the transport process.

In cases where the warranty does not apply, we will provide a cost estimate for any repairs, assistance with claim filings against any third parties, or assistance in locating any repair centers that we may provide as necessary so you can get back to traveling.

This warranty is intended to give you specific legal rights. In addition to the rights described herein, you may also have other rights that vary from state to state or country to country with respect to the exclusion or application of implied warranties, incidental and consequential damages and repair and replacement. Consequently, the limitations or exclusions specifically contained in this warranty may not be applicable to you.

CONTACT US

We take extreme care in ensuring that our products are of the highest quality. However, if for any reason you identify an issue with the products delivered to you, we would like to help resolve the problem. Please contact our customer service team for assistance. Alternatively, you may write to us at info.HongKong@samsonite.com or call +852-2422 2611 from 10:00am - 2:00pm; 3:00pm - 6:30pm, Monday to Saturday.