Refund policy

Last updated: 14 April 2026

1. OUR 30-DAY RETURNS POLICY

We offer a 30-day returns policy for your convenience. This means you have 30 days from the date you receive your item to request a return.

To be eligible for a return, items must be returned in the same condition in which they were received, unused, with all original tags attached, and in their original packaging. Proof of purchase is required.

To initiate a return, please contact us at hello@londonchristmascompany.com. Once your return request has been approved, we will provide instructions on how and where to send your item. Returns sent without prior approval cannot be accepted.

2. STATUTORY CONSUMER RIGHTS (UK & EU CUSTOMERS)

If you are a consumer based in the United Kingdom or the European Union, you have statutory rights under consumer protection law which apply in addition to our 30-day returns policy.

You have the right to cancel your order within 14 days of receiving your goods, without giving any reason. Once you have notified us of your cancellation, you have a further 14 days to return the item.

You may handle and inspect the item only to the extent necessary to establish its nature, characteristics, and functioning, as you would in a physical retail environment. If the item is returned in a condition that goes beyond this, we may make a deduction from the refund to reflect any loss in value.

Nothing in this policy affects your statutory rights in relation to faulty, misdescribed, or defective goods.

3. CUSTOMERS OUTSIDE THE UK & EU (INCLUDING THE UNITED STATES)

If you are purchasing from outside the United Kingdom or the European Union, including the United States, returns and refunds are governed by this Returns & Refunds Policy and applicable local consumer law.

Except where goods are faulty, damaged, or incorrect, statutory cancellation rights do not apply outside the UK and EU. Our 30-day returns policy is offered as a commercial courtesy and applies to international customers unless otherwise stated.

Nothing in this policy affects any non-excludable rights you may have under applicable local law.

4. INTERNATIONAL RETURNS & CUSTOMS

For international returns, customers are responsible for ensuring that returned items are clearly marked as returned goods to avoid unnecessary customs charges.

Any customs duties, import taxes, handling fees, or similar charges incurred on the original shipment or return are non-refundable and remain the responsibility of the customer.

We cannot be held responsible for delays, losses, or additional charges arising from international customs processes.

5. RETURN SHIPPING & DELIVERY COSTS

• Return shipping costs are the responsibility of the customer unless the item is faulty, damaged, or incorrect.

• Outbound (original) delivery charges are refunded only where an item is returned due to a defect, damage, or error on our part, or where required by law.

• Delivery upgrades (such as express shipping) are non-refundable.

• Customs duties, import taxes, handling fees, and similar charges are non-refundable, as these are levied by third parties outside of our control.

6. DAMAGED, FAULTY, OR INCORRECT ITEMS

Please inspect your order upon receipt and contact us promptly if your item is defective, damaged, or incorrect.

Where goods are faulty or not as described, you are entitled to a refund, repair, or replacement in accordance with applicable consumer law. We will assess the issue and advise on the appropriate resolution as quickly as possible.

This applies regardless of whether a fault is discovered immediately or after delivery, provided it is reported within a reasonable timeframe.

7. NON-RETURNABLE ITEMS & CUSTOM ORDERS

Certain items are not eligible for return, including:

• Custom, bespoke, made-to-order, or personalised items

• Special orders produced specifically at a customer’s request

• Gift cards

Custom or bespoke items are non-returnable unless they are faulty or defective.

Where samples, proofs, or design approvals have been provided and approved prior to production, approval constitutes acceptance of the product’s design, finish, and specification. Subsequent returns cannot be accepted on the basis of aesthetic preference or design approval already granted.

8. EXCHANGES

We do not offer direct exchanges. To receive a different item, please return the original item in accordance with this policy and place a new order separately.

9. REFUNDS

Once we receive and inspect your return, we will notify you whether your refund has been approved.

Approved refunds are processed to the original payment method only, in the original transaction currency. Please allow time for your bank or card provider to process and post the refund; processing times vary by provider and jurisdiction.

10. CONTACT US

If you have any questions about returns, refunds, or your consumer rights, please contact us at:

hello@londonchristmascompany.com