Your satisfaction is our number one priority.
Contacting our Customer Services
Should you wish to cancel your order or return an item(s) you have ordered please contact our Customer Services on:
E-mail: | |
Tel: | +800-3516-8311 (toll free), Monday to Friday, from 9a.m. to 6p.m. Hong Kong time. |
When contacting our Customer Services, please quote:
- Your order reference number (on your packing note or order confirmation e-mail).
- The item(s) you are returning or cancelling.
- Reasons for return or cancellation.
- Whether you would like a replacement or refund.
Customer Services will supply you with a Returns Authorisation Form number (RAF) and full
instructions. You should retain the RAF number as a record. All Returns, exchanges and late
cancellations will only be accepted with a RAF number which can be obtained by contacting
Customer Services at the telephone number above.
Cancellations cannot be accepted without a RAF number.
"NEW and UNUSED"
In the event of returns, exchanges or late cancellations, we require that you return any item(s)
to us in their original packaging in a “new and unused state” with all original labelling attached
and a copy of the invoice (please refer to the Terms of Purchase)..
PLEASE NOTE: “New and unused” means that there are no marks on the item(s) or any wear on the tags. We do not sell used item(s) and will not accept any item with any indication that it was used or, in the case of belts, cut to size. All item(s) will be subject to a Quality Control (QC) check on return receipt. If item(s) do not meet QC standards then the item(s) will be returned to the purchaser at the purchaser's cost.
Free Return
Although we make every effort to ensure that you receive the item(s) ordered, please let us know if this is not the case. We offer a free returns process using DHL in the event that:
- The item(s) is not what was ordered.
- The item(s) is flawed.
- You have changed your mind and wish to cancel your order during within fourteen (14) days of delivery as outlined in the Terms of Purchase (this does not apply to orders sent as a gift please see our gift policy in the Terms of Purchase).
In all other cases shipment and insurance of item(s) returned, cancelled or exchanged is the responsibility of the sender and this will be at their cost. We require that item(s) be returned within fourteen (14) days of the date of delivery of the item(s).
Recovery Cost & Insure
Returns are subject to the payment of the transportation charges, except in cases outlined on the next page. We require that all item(s) be returned within fourteen (14) days of the date of delivery of your item(s).
The client must insure any item(s) returned to Alfred Dunhill.
In the event of any failure to return any item(s) to us as set out in these Terms within the stipulated time limits, even though validly cancelled, we shall have the right to charge any costs relating to the recovery of the item(s). For further information you can contact our Customer Services on:
E-mail: | |
Tel: | +800-3516-8311 (toll free), Monday to Friday, from 9a.m. to 6p.m. Hong Kong time. |
Refund
Refunds to you will be made within 30 days of the date of cancellation notice. All undamaged, correctly returned item(s) will be credited to the original purchaser's payment card including VAT but excluding shipping charges and recovery costs. We do not offer Alfred Dunhill store credits.
Alfred Dunhill will not issue credit notes for use through the Alfred Dunhill on-line store or in Alfred Dunhill stores/stockists.
Our address for returns and cancelled orders is:
Online Customer Services
19/F Tower One,
Times Square,
1 Matheson Street
Causeway Bay
Hong Kong