Terms of service



Welcome to the Lonoco website, www.lonoco.com, owned and operated by Lonoco Limited. Please read the following terms and conditions of use because your use of the Website (Lonoco website) constitutes your agreement to follow and be bound by these Terms. If you do not agree to these Terms, you should not access or use the Website. Lonoco reserves the right to make changes to the Website and to these Terms from time to time. 


The Terms, together with all our policies and procedures, are governed by and construed in accordance with laws of Hong Kong SAR. The relevant courts of Hong Kong SAR shall have exclusive jurisdiction in the event of any dispute or claim associated with these Terms of Service.


If you have any comment about the Website or this Terms please email us at customercare@lonoco.com.



INTELLECTUAL PROPERTY 



The Website and its content are protected by intellectual property rights (the “Intellectual Property Rights”), which include patents, database rights, copyright, design rights (whether registered or unregistered), trademarks (whether registered or unregistered) and other similar rights, together with the right to apply for the protection of any such rights.


No material from the Website may be copied, reproduced, republished, uploaded, posted, transmitted or distributed in any way, except as specifically permitted on the Website. The Website, including all of its information and content, such as text, data, wallpaper, icons, characters, artwork, images, photographs, graphics, music, sound, messages, software and the HTML used to generate the pages, is Lonoco property.


Except as otherwise provided on the Website or in these Terms, you may not use, download, upload, copy, print, display, perform, reproduce, publish, modify, delete, add to, license, post, transmit or distribute any materials and content from this Website in whole or in part, for any public or commercial purpose without the specific prior written permission of Lonoco. 



ACCURACY OF CONTENT



Loncoco plays close attention to the Website content and the product descriptions to be accurate and complete as possible. We however do not warrant that content and product descriptions are accurate, complete, current or error-free. Products displayed may be out of stock or discontinued, and prices are subject to change. 



PRICING 



All prices shown for individual items on lonoco.com do not include delivery cost, tariffs, and any applicable local duties and taxes. The total price (including shipping cost and excluding applicable duties, tariffs, and taxes) will be shown before you make the payment. We advise you to check your local customs, tariffs, and taxes before placing an order.



PRICE ADJUSTMENTS



We offer price adjustments by store credit on items purchased at full price that have been marked down within 7 days of purchase. Items are only eligible for price adjustment if the exact style, size, and color remains in stock at time of request. Items not purchased at full price are ineligible for price adjustments. Items marked final sale are non-refundable.



DUTIES, TAXES & TARIFFS



All international orders are shipped delivered-duty-unpaid (DDU); customs fees, duties, taxes, or tariffs incurred will be the responsibility of the recipient and will NOT be calculated, displayed, or charged at checkout.


Import duties, taxes, and tariffs vary by country, and we advise you to be aware of these potential costs before placing an order with us. 


If you refuse to pay duties, taxes, or tariffs upon arrival at your destination country, the goods will be returned to us at your expense, and you will receive a refund for the value of the goods paid, minus the cost of return shipping and any import fees incurred on the package. The cost of the initial shipping will not be refunded. If the cost of returning the goods exceeds the cost of the products, no refund or return will be carried out.



PURCHASE



The Terms of purchase are subject to change, so please read them before placing your order. By confirming your purchase, you also agree on the Terms of purchase. The purchase has been confirmed when you have received your confirmation email and you must ensure that all the information you provide, such as name, email, phone number and postal address, are correct. Please note that persons under the legal age 18 years, require parental consent.


In placing an order with us, you authorize Lonoco to process a charge or charges on your credit/debit card in the amount of the total purchase price of your order. All orders are subject to stock availability and confirmation of the order price. Items in your shopping basket are not reserved and may be purchased by other customers. The Website is for your personal use only. You may not purchase products from the Website for reselling purposes or commercial exploitation. We reserve the right to accept any order. 



PAYMENT OPTIONS



We use Shopify Payments as it is a secure payment method. Shopify Payments is a payment service that forwards your payment to the merchant. We accept payments by credit or debit card as well as payments via Shop Pay, Apple Pay and Google Pay.


Products and their delivery costs are paid at the checkout of our online store in connection with the order. You can choose the payment method that suits you from the following options: 


  • Apple Pay
  • American Express
  • Google Pay
  • Mastercard
  • Shop Pay
  • UnionPay
  • Visa



SHIPPING



All products placed on lonoco.com are shipped worldwide directly from our Hong Kong warehouse during business days (excluding weekends and Hong Kong public holidays). We will arrange to dispatch most orders within 1-3 business days, it may take 2-5 business days to fulfill your order. We do not ship to PO Boxes. 


We offer flat-rate shipping fees at checkout. For international shoppers, all orders are shipped as delivered-duty-unpaid (DDU). Domestic orders and some international shipments will be sent via SF Express, while DHL will handle other international shipments.


The delivery window begins when an order is picked up by the carrier. Delivery days are estimates only and are not guaranteed. We are not responsible for delays caused by payment authorization or other circumstances beyond our control.


For more information, please refer to our Shipping Policy page.



RETURN & REFUND



Ordered items can be returned within 14 days of receiving the order with the exception of items marked as “final sales”. All returned items must be in the original condition, unworn, unwashed, unused, with tags and in their original packaging. There are no processing fees for returns. 


Lonoco does not cover the return expenses and the initial shipping fee will not be refunded. All return items should be sent to us through registered mail or courier services that can be tracked, as we are not liable for any lost mail. 


For international shipping, Lonoco is unable to waive or refund duties, tariffs, and taxes, even if the order is returned back to us.


Your refund will be made after the items have been received by us in their original condition and we will notify you through email. Your refund will be made back to the same payment method you used when placing your order. We cannot change card numbers or refund via a different method or to a different person. The credit will be visible in your account within one or two billing cycles, depending on the time required for banking procedures for the credit card issuers.


Customers found returning items repeatedly will be refused at our discretion. In the unlikely event that any of the above conditions are not met, Lonooco reserves the right to reject your return. 


For more information, please refer to our Return Policy page.



EXCHANGE



Lonoco does not offer or accept exchange. If you’d like a different size, style or color, please return the original item and place another order for the new item.



FAULTY ITEMS



If your item arrives damaged, defective, or incorrect, you’ll need to report to us within 7 days of receipt for replacement or refund. Items which have been damaged as a result of incorrect garment care or general wear are not considered to be faulty. To be eligible for refund or exchange, item(s) must be unused and in original condition, unworn, unused, unaltered, unwashed, and undamaged, with tags and in their original packaging, without this it will not be processed.


To report faulty items, please contact our Customer Care Team.


Include the following information and we will let you know what happens next:


  • Your order number
  • What’s wrong? Let us know what the problem is
  • Pictures of the item(s)


Please note that you will still be responsible for any return shipping fees and original shipping charges. Plus, international shipping may result in additional duties, tariffs, and taxes, and the original import taxes, tariffs, and duties paid are also non-refundable.



PROMOTIONAL OFFERS



All promotional offers may be suspended or terminated at any time. Promotional value is for promotional purposes only, without money or other value given in exchange. All offers are non-transferrable and may not be resold. If any of the products related to an offer are returned, your refund will equal the amount you paid for the product, subject to applicable refund policies. If you violate any of the offer terms, the offer will be invalid.


In case of any dispute, Lonoco Limited reserves the rights of final and conclusive decision. For more information on current promotional offers, please click here.

 

 

CUSTOMER CARE



Whether you have a question about your order or regarding your payment, please click here to contact our Customer Care Team.