Official Statement: Incident of Burglary at GINZA XIAOMA Hong Kong Store

Dear Valued Customers,It is with profound regret that we inform you of an unfortunate incident that occurred at our GINZA XIAOMA Hong Kong store (located at New World Tower, Central) on November 30, 2024, at 7:33 AM Hong Kong time. Three perpetrators forcibly broke into the store, stealing 66 Hermès handbags, including several rare Birkin and Kelly bags, with a total estimated value of HKD 10 million. Among the stolen items, consigned goods accounted for approximately HKD 3 million.The case has been reported to the authorities, and the Hong Kong Police Force’s Serious Crime Unit is now conducting a full investigation. We deeply apologize for the distress and inconvenience caused to our customers and assure you that we are doing everything in our power to handle this matter and safeguard the rights of all consignment customers.

Our Response Measures

• Full Cooperation with the Police Investigation
  We have provided complete surveillance footage and relevant evidence to the authorities and will continue to cooperate fully to ensure the perpetrators are brought to justice promptly.
• Assessment and Verification of Losses
  Immediately following the incident, we conducted a comprehensive inventory check to verify the status of all consigned items, ensuring that our customers’ rights are fully protected.
• Full Compensation for Stolen Consigned Goods
  We pledge to compensate affected consignment customers 100% of the contracted value of their stolen goods by the end of today. As of this statement, all impacted customers have been contacted, and arrangements for settlement are underway.
• Compensation for Damaged Goods
  For consigned items that were not stolen but sustained damage during the incident, we will provide full compensation based on the agreed contract terms. Affected customers have already been contacted individually.
• Safety Verification for Undamaged Goods
  Consigned goods that were not affected by the incident have been thoroughly inspected and confirmed to be secure. We have also enhanced storage protections for these items.
• Enhanced Security Measures
  We have implemented an emergency security upgrade plan, including reinforcing store protective measures and alarm systems. We have also requested that New World Tower strengthen its surveillance coverage and security patrols to prevent future incidents.
• Dedicated Customer Support
  A specialized emergency response team has been formed to maintain close communication with every customer, address concerns, and provide comprehensive support.

Our Commitment to Customers

We understand that every consigned item entrusted to us carries immense value and significance. At GINZA XIAOMA, we prioritize our customers’ rights and are committed to upholding your trust:

• For Stolen Consigned Goods:
  If your consigned item was stolen, we pledge to provide full compensation based on the agreed contract terms and will process the settlement and transfer as quickly as possible. For inquiries, please contact our customer service hotline at +852 2662 9721.
• For Damaged Consigned Goods:
  If your consigned item sustained damage during the incident, we will also provide full compensation as per the contract. Our customer service team is currently reaching out to affected clients to arrange settlements.
• For Undamaged Consigned Goods:
  If your consigned item was not affected, its condition has been verified and confirmed secure. Updated photographs of your items have been sent to you for confirmation. The police are actively investigating, and we will keep you informed of any developments. Should any risks arise, we will address them promptly in accordance with the contract terms.

Contact Us

Should you have any questions or require further assistance, please feel free to reach out to us through the following channels:

• Customer Service Hotline: +852 2662 9721
• WhatsApp: +852 5612 1451
• Email: [email protected]
• Hong Kong Store Manager: Noa Kurumada

We sincerely apologize once again for any inconvenience caused and thank you for your continued trust and support of GINZA XIAOMA. We will spare no effort to assist the police in resolving this case and will keep you updated on any progress. Rest assured, we are committed to safeguarding your rights with the highest standards of security and professionalism.

Sincerely,

The GINZA XIAOMA Team

November 30, 2024