FAQ

General Information

Are the online store prices the same as those in my usual Calvin Klein store? 

Yes. However please note that if there is any difference between the prices shown on the website and those marked on the clothing label, the correct price will be the one as shown on the purchase receipt.


Can I cancel my Calvin Klein Newsletter subscription?

Yes. You can update your email preferences by clicking on the unsubscribe link in the footer in any of our emails.

 

How do I recover my forgotten password?

If you have forgotten your password, you can recover it in the My Account section. You will receive an email with your new password.

 

Where can I get a Gift Card?

Unfortunately we do not offer online gift cards at this time.

Order

How can I be sure that I have placed my order correctly?

You should receive a confirmation email once you’ve placed your order which will include your order number and the billing and shipping addresses you have selected.

 

Can I track my order?

You can check the status of your order on the SF Express website. You could also contact our Customer Service Team at (+852) 2178 2039 or email us at customerservicehk@calvinklein.com, and we will be happy to check upon the status of your delivery. 


Can I remove items from my order?

No, items cannot be deleted from your order after the purchase has been confirmed. Any unwanted items can be returned within 14 calendar days of the shipping date on the proof of purchase with processing fee. For more details please refer to the Return Policy.

 

What should I do if I receive an incorrect item?

If you have received a faulty item or an item that you did not order, please contact our Customer Service Team at (+852) 2178 2039 or email us at customerservicehk@calvinklein.com to arrange return.      

Payments

Which payment methods can I use to make my purchase?

We currently accept following payment methods: Credit card (Visa, MasterCard, American Express, UnionPay) and Apple Pay.

 

Why has my payment been refused?

Your payment may be refused for any of the following reasons:

1. The card may have expired. Check that your card is still valid.

2. You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.

3. You may have entered some information incorrectly. Check that you have filled in all the required fields correctly.

If it is not one of the three reasons mentioned above, please contact your bank provider.

 

How do I use my promotion code?

If you have a promotion code, please enter it in the shopping bag page in the Promotion code field and click on Apply. Please check the expiry date of your promotion code before using it. You cannot use more than one promotion code for the same purchase.

 

How can I get my order receipt?

Once you order has been confirmed, you can view the order receipt at Order Details under My Account. 

Delivery

Where can I receive my order?

Your order can be sent to an address selected by you (home, work, etc.).

 

Which area of location can my order deliver to?

Order can only deliver to a valid address in Hong Kong SAR.

 

How long will it take for my order to arrive?

Standard delivery is usually within 3-5 working days depends on your location. For more details, see our shipping page.

 

How much do I pay for shipping?

Standard Shipping Fee is HKD 80. Free Shipping is offered for purchase over HKD 1,000 in a single order.

 

What is the standard delivery process?

If you have chosen standard delivery, you will receive an email confirming that your items have been shipped (when your order leaves the warehouse) including the tracking number and a link to SF Express website. The courier will contact you directly to inform you of your delivery.

 

Can I track my order?

You can check the status of your order on the SF Express website. You could also contact our Customer Service Team at (+852) 2178 2039 or email to us customerservicehk@calvinklein.com, and we will be happy to check upon the status of your delivery.  

Out Of Stock Items

Are out-of-stock items restocked?

If an item is out of stock, we will try to restock it as soon as possible. If no stock is available, it will be removed from the website. If you would like to be notified of a particular item once, it is restocked, please select the ‘Notify Me’ icon in the product page and provide your email address. Once the item is in stock, you will be notified.

 

What is "Notify me"?

We offer our clients the opportunity to create an email notification for items that are currently not available. In order to receive a message when the product becomes available, click the button “Notify Me” on the product page.

Once you receive the notification email you will need to complete the standard online procedure in order to purchase your desired product while it is still available.

Returns

Returns via Post

How do I make a return?

Making a return is easy. Please contact Customer Assistance at (+852) 2178 2039 or email to us <customerservicehk@calvinklein.com>; and they will guide you.

Returned item must be in new and resalable condition. Once without the tags, damaged, soiled, washed, worn or altered item will not be accepted and will be returned to customer. For more details on our returns policy, please click here.

For peace of mind, ask for proof of postage. We’ll email when your return has been processed and you’ll receive your refund within 10-15 business days.

 

Do I have to pay for returns?

Under our Return and Refund Policy, a processing fee of HKD 50 will be charged for each domestic return. A processing fee will be deducted from the amount to be refunded for any items returned with the respective return codes.

 

How long do I have to request a return?

All returns must be made within 14 calendar days of the shipping date on the proof of purchase. calvinklein.com reserves the right to reject returns sent beyond the return period limit, or items which are not in the same condition in which they were received.

 

How do I know whether calvinklein.com has received the item I returned?

Once we received your parcel and your return has been approved, you will receive a refund confirmation email.

 

When will I receive the refund for my return?

You will receive the refund in the same payment method used for the purchase within approximately 10-15 business days after we receive your parcel, depending on your bank.

 

Returns via Store

How do I make a return?

Making a return is free and easy in selected Calvin Klein stores. Please bring your return product(s) and order receipt to the Calvin Klein stores listed below and the processing fee will be waived.

Returned item must be in new and resalable condition. Once without the tags, damaged, soiled, washed, worn or altered item will not be accepted and will be returned to customer. For more details on our returns policy, please click here.


Time Square Calvin Klein Jeans (Address: Shop 617 - 618, Six Floor, Times Square, 1 Matheson Street, Causeway Bay, Hong Kong)


Cityplaza Calvin Klein Underwear and Calvin Klein Performance (Address: Shop 031 & 033, G/F, Cityplaza, 18 Taikoo Shing Road, Island East, Hong Kong)


Harbour City Calvin Klein Jeans (Address: Shop 2520-2521, Second Floor, Harbour City Gateway Arcade, 3-27 Canton Road, Tsim Sha Tsui, Kowloon)


Harbour City Calvin Klein Underwear (Address: Shop 2501A & B, Harbour City Gateway Arcade, 3-27 Canton Road, Tsim Sha Tsui, Kowloon) 


Festival Walk Calvin Klein Jeans (Address: Shop 10, UG/F, Festival Walk, 80 Tat Chee Avenue, Kowloon Tong, Kowloon)


Element Calvin Klein Jeans (Address: Shop 2071, Second Floor, Elements, 1 Austin Road West, Tsim Sha Tsui, Kowloon)


New Town Plaza Calvin Klein Jeans (Address: Shop 401-402, Fourth Floor, New Town Plaza 1, Shatin, New Territories)


Citygate Calvin Klein Underwear (Address: Shop 206, Second Floor, Citygate Outlets, 20 Tat Tung Road, Tung Chung, New Territories)


Citygate Calvin Klein Jeans (Address: Shop 226A, 2/F, Citygate Outlet, 20 Tat Tung Road, Tung Chung, New Territories)


Our store staff will check the product(s) and process your return the same day. You’ll receive a refund email notification and will be refunded within 15 to 21 business days by the same method you used to pay if the conditions of return are met.


How long do I have to return my product(s)?

All returns must be made within 14 calendar days of the shipping date on the proof of purchase. calvinklein.com reserves the right to reject returns sent beyond the return period limit, or items which are not in the same condition in which they were received.

 

When will I receive the refund for my return?

You will receive the refund in the same payment method used for the purchase within approximately 10-15 business days after we receive your parcel, depending on your bank.

Counterfeit Products

What can I do if I believe I have ordered or purchased a counterfeit item?

If you think you have bought a counterfeit Calvin Klein product, please visit our counterfeit education page for more information. You can help us fight the illegal trade in counterfeit products, and prevent others from being victims of this crime. Please report the retailers that you suspect are selling counterfeits.