Returns and Refunds

We are committed to providing you with all-round services.

30-Day Returns and Refunds Guarantee

 

General HKairport Shop Orders

Within 30 days after you receive your product, if you find the product is damaged or has any defective issues, please click here to apply for returns and refunds:

  1. Fill in and submit the online form for returns and refunds with information and photos regarding the damage or the issue.
  2. Our customer services team will contact you on the next business day to handle the application.
  3. Please call our customer services team at (+852) 2190 0900 if you do not receive our response within the next business day.
  4. The product(s) may have to be sent back to us for checking and verification when our customer services team agrees to proceed with the application.
  5. After the application has been approved, the transaction sum will be credited directly to the credit/debit card account you used for paying for the order.

Luxury Concierge Orders

For product(s) purchased at Luxury Concierge of HKairportshop.com, you may click here to apply for returns and refunds for any reason. Your request will be reviewed subject to respective retailer’s returns and refunds policy. 

  1. Fill in and submit the online form for returns and refunds with product information and photos.
  2. Our customer services team will contact you on the next business day to handle the application.
  3. Please call our customer services team at (+852) 2190 0900 if you do not receive our response within the next business day.
  4. Our customer services team will coordinate with respective retailer(s) to review your request, and notify you of the final decision subject to the respective retailer’s returns and refunds policy.
  5. The product(s) may have to be sent back to the respective retailer(s) for checking and verification when our respective retailer(s) agrees to proceed with the application.   
  6. After the application has been approved, the transaction sum will be credited directly to the credit/debit card account you used for paying for the order.

For order(s) reserved via Luxury Concierge, please contact the respective retailers directly.
For all returns and refunds requests of General HKairport Shop order(s) and Luxury Concierge order(s), we will not accept an application for returns and refunds if:

  • The application for returns and refunds is made more than 30 days after you receive the products.
  • The item was not sent to us for checking and verification when requested.
  • The item is a free gift, giveaway or tester.
  • The item is rejected for personal reasons or on subjective grounds (applicable to General HKairport Shop Orders).
  • You submit insufficient information/evidence regarding the damage or the issue (applicable to General HKairport Shop Orders).
  • The coupon(s) earned from the order have already been used.

Please click here to check your returns and refunds status.

In case of any dispute between the Parties in respect of or in connection with these terms and conditions, HKIA's determination shall be final and binding.

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