Refund policy
Last updated: 14 October 2026
This Return & Refund Policy applies to physical products purchased from From London with Lux. through our online store.
It does not govern cancellation of Private Home Organisation services. Please see our separate Cancellation Policy for service bookings.
Nothing in this policy affects your statutory consumer rights.
1. Changing Your Mind
If you are a consumer purchasing online, you normally have the right to cancel your order within 14 days beginning the day after you receive the goods, without giving a reason.
To exercise this right, please contact us at:
You must tell us clearly that you wish to cancel before the 14-day cancellation period expires.
Once you have notified us of your cancellation, you then have a further 14 days to return the goods.
2. Condition of Returned Products
You may inspect and handle a product to the extent reasonably necessary to establish its nature, characteristics and functioning, in the same way you might reasonably inspect it in a shop.
Please return products carefully packaged and, where reasonably possible, with their original packaging and accompanying items.
Where handling goes beyond what is reasonably necessary and causes a reduction in the value of the product, we may make an appropriate deduction from the refund where permitted by law.
Where a curated gift box is sold as a single set, a change-of-mind return should include all items supplied as part of that set. This does not affect your statutory rights where any item is faulty, damaged or misdescribed.
3. How to Arrange a Return
Before returning an item, please email:
Please include:
- your name;
- order number;
- the item or items you wish to return; and
- whether the item is being returned because you have changed your mind or because there is a problem with it.
We will provide the appropriate return instructions and return address.
Please do not send products to an address other than the return address provided to you.
4. Return Shipping Costs
For a change-of-mind return, you are normally responsible for the cost of returning the products to us unless we have agreed otherwise.
We recommend using an appropriate tracked or otherwise reliable delivery service and retaining proof of postage or dispatch.
If a product is faulty, damaged, misdescribed or otherwise does not conform to your statutory rights, reasonable return costs will be handled in accordance with applicable consumer law.
5. Refunds for Change-of-Mind Returns
We will make any refund due without undue delay and, where we have not offered to collect the goods, no later than 14 days after the day we receive the goods back or, if earlier, the day you provide evidence that you have sent them back.
For a qualifying cancellation of the whole order, we will refund:
- the price paid for the returned goods; and
- the cost of our least expensive standard delivery option originally offered to you.
If you selected a more expensive delivery method, such as express or premium delivery, we are not required to refund the additional cost above our standard delivery charge.
Refunds will be made using the original payment method unless you expressly agree otherwise.
6. Partial Returns
If you return only part of an order, we will refund the price paid for the qualifying returned items.
Any refund of the original delivery charge for a partial return will depend on the circumstances of the order and any rights that apply by law.
7. Faulty, Damaged or Misdescribed Products
Please inspect your order after delivery and contact us as soon as reasonably possible if an item appears to be:
- faulty;
- damaged;
- not as described; or
- otherwise not of satisfactory quality.
Please email hello@fromlondonwithlux.com with your order number and a description of the issue. Photographs may be helpful where there is visible damage, but requesting them does not remove your statutory rights.
Where goods do not meet the requirements of applicable consumer law, you may have a short-term right to reject them and receive a refund, generally within 30 days, as well as rights to repair, replacement, price reduction or a refund in other circumstances.
8. Products Damaged in Transit
If your order arrives visibly damaged, please contact us as soon as reasonably possible so that we can investigate and assist.
Where possible, please retain the external packaging until the matter has been resolved, as this may assist with a delivery claim.
This request does not limit any statutory rights you have if the goods are faulty or damaged.
9. Incorrect Products
If we send you an item that you did not order, please contact us at:
We will arrange an appropriate resolution without requiring you to bear the reasonable cost of correcting our mistake.
10. Products That Cannot Normally Be Returned for Change of Mind
Certain products may be excluded from the statutory change-of-mind cancellation right where the law provides an exception, including certain goods that are:
- made to the consumer’s specifications or clearly personalised;
- liable to deteriorate or expire rapidly;
- sealed for health or hygiene reasons and unsealed after delivery; or
- otherwise legally exempt from cancellation rights.
Any applicable restriction will be made clear before purchase where relevant.
This does not affect your rights if the product is faulty, damaged or misdescribed.
11. Sale Items
Products purchased in a sale have the same statutory rights as full-price products.
A reduced price does not remove your rights where an item is faulty, misdescribed or where statutory online cancellation rights apply.
12. Exchanges
We do not currently operate a separate automatic exchange service.
If you wish to change an eligible product for another item, please contact us. Where appropriate, the simplest process may be to return the original product in accordance with this policy and place a new order.
Your statutory rights remain unaffected.
13. Refused or Uncollected Deliveries
If an order is returned to us because delivery was refused or the parcel was not collected, please contact us.
Any refund will be handled in accordance with your statutory rights and the circumstances of the order. Reasonable costs actually incurred may be taken into account only where permitted by law.
14. Private Home Organisation Services
Private Home Organisation bookings are governed by our separate Cancellation Policy and the applicable service terms.
Consumer rights relating to services remain unaffected.
15. Contact Us
For a return, refund or product problem, please contact:
From London with Lux Ltd. (trading as From London with Lux.)
Email: hello@fromlondonwithlux.com
Please include your order number where applicable.
16. Model Cancellation Form
Complete and return this form only if you wish to cancel the contract.
To:
From London with Lux Ltd. (trading as From London with Lux.)
19 Yew Tree Crescent
Didcot OX11 6EN
England, United Kingdom
Email: hello@fromlondonwithlux.com
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:
Delete as appropriate.
You do not have to use this form. You may also cancel by sending us a clear statement by email at hello@fromlondonwithlux.com before the applicable cancellation period expires.