Return Guide – At a glance

• Email clientsupport@londonlovesbeauty.com to start a return. We’ll send you a returns authorisation number, a returns form and our returns address.
• Complete the returns form and include it in your return.
• Post your item to our returns address, we would advise taking out insurance in case of loss or damage whilst en route to us. Also, keep your postal receipt which should have the tracking number.
• If we can’t accept a return, for example because the item isn’t faulty and its hygiene seal has been broken, or because the return period has ended, we’ll email you to explain why. We can send it back to you; we’ll ask you to pay the cost of sending it back to you, which depends on the delivery service used. We’ll tell you the cost before we send it. We’ll keep the item for at least 30 days from that email and remind you before that period ends. If we haven’t heard from you by then, we may dispose of the item.

Detailed Returns Information:

To return an item, please email clientsupport@londonlovesbeauty.com first. We’ll send you a returns authorisation number, a returns form and our returns address, which help us match your return and refund you quickly. Our returns address is Berkeley Suite, 35 Berkeley Square, Mayfair, London W1J 5BF. Please don’t send returns to our registered office on Wenlock Road, as it’s for official government mail only, not for general post or returns. If you’ve already sent an item back without a form, please email us your name and order number so we can find it.

When you order from us online, you have legal rights under the Consumer Contracts Regulations 2013, including the right to cancel.

By law, you have Fourteen (14) calendar days to cancel an order and get a refund once you have received your goods, for any reason.

Once you’ve told us you want to cancel, you have 14 days to send the item back to us. We’ll refund you within 14 days of receiving it, or of you showing us proof that you’ve sent it, if that’s sooner.

If an item arrives faulty, damaged or not as described, please contact us as soon as you can, ideally within 7 days of delivery, with photos, so we can sort it out quickly. This doesn’t limit your legal rights: under the Consumer Rights Act 2015 you can reject a faulty item for a full refund within 30 days of delivery, and after that you may be entitled to a repair, replacement or refund.

For faulty items, we’ll refund you within 14 days of agreeing you’re entitled to one.

Hygiene and change-of-mind returns

For hygiene reasons, cosmetics, skincare, body care and fragrance can’t be returned for a change of mind once a factory seal has been broken or removed. This includes inner foil seals, shrink wrap, cap seals and tamper bands.

Some products don’t come with a factory seal, for example some screw-top jars such as body scrubs, and some liquid lipsticks. These can only be returned for a change of mind if they’re unopened and completely unused.

We check every return when it arrives. If an item shows signs of having been opened or used, such as product missing, a disturbed surface, or residue on the lid, rim or applicator, we’ll reduce your refund by the loss in value. This can be up to the full price if the item has no value left. We’ll email you photos and the reason before we refund you.

Fast-track refunds for unsealed items: You’re always free to open your parcel, check your items and return only the ones you choose. If you decide to return the whole parcel unopened, with our original shipping tape unbroken, we’ll refund you in full for unsealed items without needing to inspect them. This is optional. If the parcel has been opened, unsealed items are checked as described above.

None of this affects items that are faulty, damaged or not what you ordered, or your other legal rights.

If we can’t accept a return, for example because the item isn’t faulty and its hygiene seal has been broken, or because the return period has ended, we’ll email you to explain why. We can send it back to you; we’ll ask you to pay the cost of sending it back to you, which depends on the delivery service used. We’ll tell you the cost before we send it. We’ll keep the item for at least 30 days from that email and remind you before that period ends. If we haven’t heard from you by then, we may dispose of the item.

For our EU customers: if you cancel, we’ll refund the price of the item and the original delivery charge (if you chose a faster, more expensive delivery option, we’ll refund the cost of our standard option). You pay the cost of sending the item back to us.

EU Customs Handling Fee: this is an EU government charge we collect on EU orders and pay when the customs declaration is made. If you cancel before we dispatch your order, we refund it in full. Once the declaration has been made, the EU does not refund it to us, so we can’t refund that fee on a change-of-mind cancellation or return. If the item is faulty, damaged or not as described, we refund the fee as well. We still refund the product price and the standard delivery charge as set out above.

Wrong, faulty or damaged items

If we sent the wrong item or it arrived faulty or damaged, your return is free. We’ll arrange a DPD collection on a day and time you choose, or send you a free prepaid drop-off label if you prefer.

Please make sure someone is in for your collection. If we arrange a collection for your return and the courier can’t collect (for example, you’re not in at the time you chose), we’ll send you a free drop-off label so you can return the item at a local drop-off point instead. If you’d prefer another collection, the courier charges us £10 for rebooking, and we’ll send you a payment request before we book it. This charge is never deducted from your refund, and we may waive it.

If we can’t accept your return when it reaches us, we’ll tell you why and can send it back to you. We’ll ask you to pay the cost of sending it back to you, which depends on the delivery service used. We’ll tell you the cost before we send it.

For all other returns please email us at clientsupport@londonlovesbeauty.com stating your order number and reason for the return.

Please note we shall only refund standard service shipping costs, we do not refund for additional services chosen such as Recorded or Special Delivery

Please do not send your purchase back to the manufacturer.

Refunds (if applicable).
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed. Any refunds will be automatically applied to your original payment method/card only, we are unable to refund to a different card.

Late or missing refunds (if applicable).
Most refunds are made within 14 days. If you haven’t received yours within 14 days, first check your bank account.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us by clicking here

Exchanges.
If you’d prefer an exchange instead of a refund, just ask.

Return Shipping Costs

You pay the cost of sending non-faulty items back to us. We’ll refund the standard delivery charge you paid when you ordered. If you use a returns label we provide for a non-faulty item, its cost will be deducted from your refund.

If you are returning items using your own courier method and not using a label provided by us (UK customers only), then be sure to obtain proof of posting in case a return fails to arrive back with us you will have to claim against the shipping courier used to return the item to us.

Returned Orders

If you refuse delivery, we’ll treat this as a cancellation. We’ll refund the item price and the standard delivery charge, minus the cost of the parcel being returned to us (£11.95 for DPD, £4.95 for Economy, including orders that had free delivery). If a parcel comes back to us because the delivery address you gave was wrong or incomplete, or because it wasn’t collected from the courier depot, the original delivery charge won’t be refunded and the cost of the return (£11.95 for DPD, £4.95 for Economy) will be deducted from your refund.

We strongly encourage you to accept all package deliveries, as the process of returning items through couriers can lead to substantial delays in your items being returned to us.