Member ID and Password
What should I do if I forgot my member ID?
Please email firstname.lastname@example.org with the following information:
- Your name
- Your registered date of birth
- Your registered email address
When we have checked this information with your registered details, we will email you with your member ID.
What should I do if I forgot my password?
Click ‘Sign In’ button at home page, then click ‘Forgot your password’, enter your registered email address, name and phone number, then click ‘Submit’. Your new password will be emailed to your registered email address. (If you do not receive that email, please email email@example.com)
Is it necessary to register as a member to order from Novelty Lane?
It is necessary to register as a member to order from our site. Once you have read and agreed to our Terms and Conditions, and registered as a member, you will be able to make orders.
What kind of benefits can I get if I become a registered member?
Registered customers can receive our newsletter and will also receive promotional news about new arrivals, sales etc
Can I change my registered information?
Yes, please sign in, then click ‘My Account, then click ‘Change Password’. On the displayed screen, you can edit password and then click submit.
How do I know if an item is in stock?
All items are in stock unless ‘Sold Out’ is displayed. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order.
Will Stock-Out item be replenished again?
We update stock status everyday. Stock-Out items might come in again. We recommend you to check the availability frequently. We highly recommend customers can email for latest stock before purchasing.
Can I reserve a currently out-of-stock item?
Yes, some selected items can reserve but not all. We strongly suggest customers can email to check the item first. If your requested item can reserve, you should make the payment first so that we can do the reservation.
How do I know that the products you sell are authentic?
As an authorized online distributor for all of the designers we feature, we unconditionally guarantee that every item we sell is 100% authentic. Please note that we are unable to comment on the authenticity of any items not purchased from Novelty Lane.
Which size should I choose?
All products are sold by the sizing scheme used by the designer. To convert this to your usual size, simply click on the ‘size and fit’ which you will find on very product page.
How do I return or exchange an item?
We only accept return or exchange according to the following limitation:
- We are glad to return if you're unsatisfied with the fit, quality, color, or size.
- We are glad to return if the item is wrongly send or defects.
- Exchange is not accepted for all tailor made items.
- Exchange is not accepted for all sales items.
- Customers can only return or exchange the items in the same boutique
- For Hong Kong customers, item must be returned within 3 working days from date of purchase.
- For overseas customers, item must be returned within 20 working days from date of purchase.
- All items return must be in new condition, including the main item together with the original package. Otherwise, we have the right for rejecting any return.
- Customers are responsible for the return shipping cost.
- If any mistakes made by customers that make items return (for example wrongly fill in the recipients address or name, or forgot to take the parcel), we will not responsible for the resend postage.
- There is a measurement table for all items. Customer should read carefully on the size, color and material before purchasing. If any queries on the size, please feel free to contact us via firstname.lastname@example.org
- All product shots are in kind. As different buyers computers’ resolution, camera’s brightness are different, the color of items may off color. If customers are sensitive with colors, please kindly check carefully to avoid any argument. Thank you for cooperation.
How do I refund an item?
Refunds are available within 3 days of product purchase by sending a refund request reason to email@example.com. Customers are responsible to send back the refund item and bear the shipping cost. After received the item, we will process refund. Money can only refund by bank transfer or Paypal. For bank transfer, we only accept HSBC and BOC. Refund is not accepted for all tailor made and sales items.
How do I make a purchase?
Shopping at Novelty Lane is easy:
- If you know what you are looking for, use the CLOTHING, BAGS, SHOES and ACCESSORIES links or directly by BOUTIQUES.
- Once you have found an item, select your size and color and click on the 'ADD TO BAG' button underneath each item.
- Review the items in your shopping bag by clicking 'Shopping Bag' button at the top of the page.
- Click on 'Check Out' to complete your order.
Are there any countries or regions not accepted orders?
The countries we ship to are restricted by the operating areas of the delivery services we use. All countries listed in ‘Member Registration Form’ are enable to deliver. If customers cannot find your country, please feel free to email us at firstname.lastname@example.org
How to check the status of my order?
After Sign in, click ‘My Account’. Inside member page, please choose ‘Order history’. All items that you have ordered will be listed.
How to change or cancel my order and shipping address?
We begin preparation to ship your order as soon as we receive it. As much of the processing is performed automatically by our computer system, we regret that no changes can be made to your order after we have received it, and that your order cannot be cancelled.
What should I do if there is a shortage item in my order?
Please do not worry. If the items in your order are shortage, you can choose other items with same price. If you cannot choose other items that you like, full price will be refunded.
What are the available methods of payment?
For Hong Kong customers, we accept bank transfer, Visa, Master and Paypal.
For overseas customers, we accept Visa, Master, Payal and bank transfer (Bank may charge extra fee, customers should responsible to pay the charges).
For China customers, we accept Visa, Master, Alipay and bank transfer (Please email to email@example.com for payment details)
How do I change currency?
You are currently viewing the Hong Kong version of our website, serving Hong Kong Customers. If you are shipping to other countries, you need to click on the 'Currency' icon on the top right corner of the website and select your country from the list of shipping destinations.
What will happen to my payment if my ordered item is out of stock?
Customers can choose other items with the same price. If you cannot choose any items that you like, we are please to refund in full price.
Hong Kong customer: Customer should provide bank account no and we will refund via bank transfer.
Overseas customer: We will refund via Paypal.
China customer: We will refund via Alipay.
How does Novelty Lane ship order?
If customers do not have special request, we will use the following method:
Hong Kong customer: FREE domestic mail
Overseas customer: Registered airmail.
China customer: Registered airmail.
How much is the shipping charge?
Hong Kong customers: we offer FREE shipping for domestic mail, registered mail will charge HK$20 & courier at least charge HK$30 US$3.8 more (charge is calculated by weight, we suggest customers email for the exact courier charge)
Overseas customers: customers should pay the shipping charges. All shipping charges are shown on your order.
China customers: customers should pay the shipping charges. Please email to firstname.lastname@example.org for details.
How soon can I get my order?
We deliver to 170 countries around the world. All orders will be delivered by Hong Kong Post Office, from 9am – 5pm, Monday to Friday (except public holiday) and will require a signature upon receipt. As we are unable to redirect orders once your items have been dispatched, please ensure you provide a suitable shipping address for the specified delivery items.
Hong Kong customers: Basically customers will receive the package in 3-4 working days via registered surface mail if all items are in stock. Due to the size of parcel is quite big, postman cannot put into your post box. Customer will receive a parcel card from post office. You can go to the specific post office that stated on the parcel card to take the parcel. Post office usually keeps the parcel around 2 weeks.
Overseas and China customers: Customers will receive the parcel in 10-12 working days via registered airmail.
Does Novelty Lane ship to multiple addresses?
No, we only ship to one address per order.
Is my package insured?
All items are insured against theft and accidental damage whilst in transit from Novelty Lane to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance. If your package is damaged upon arrival, we recommend that you either refuse the delivery, or make a note when signing for it that you are accepting a damaged box.
Do I need to sign for my order?
Due to the high value of the goods that we sell, we require proof of delivery for all orders. This means we are unable to authorize packages to be delivered without a signature.
Can I change my shipping address after my order has been dispatched?
We are unable to redirect orders once your items have been dispatched. Please ensure you provide a suitable shipping address for the specified delivery times.
Can I add items to an existing order?
Sorry, it is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order which contains all the items you require.
Can I track my order?
Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number. You can go to Hong Kong Post Office mail tracking page to track parcel status.
Hong Kong Post Office mail tracking page: http://app3.hongkongpost.com/CGI/mt/enquiry.jsp