Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

Cancelling an Order

If you wish to cancel your order, please contact us as soon as possible using our Contact Us page OR emailing us at hello@fromdondonwithlux.com.

Orders may be cancelled free of charge if preparation has not yet begun.

Once an order has entered the preparation, packing, or dispatch process, we may be unable to cancel it.

Personalised Orders

Orders containing personalised gift messages, bespoke requests, corporate branding, or customised elements cannot be cancelled once production or preparation has begun.

Corporate and Bulk Orders

Corporate gifting orders, bespoke projects, and bulk purchases may be subject to separate cancellation terms agreed upon at the time of order confirmation.

Any deposits paid for customised or corporate orders may be non-refundable once work has commenced.

Orders Already Dispatched

Once an order has been dispatched, it can no longer be cancelled.

If eligible, a return may be requested in accordance with our Shipping & Returns Policy.

Our Commitment

We understand that circumstances can change and will always do our best to assist wherever possible. If you need to amend or cancel an order, we encourage you to contact us promptly, and our team will advise you of the available options.

 

Returns & Refunds

We hope you are delighted with your purchase. If for any reason you are not completely satisfied, you may return eligible items within 14 days of delivery.

To be eligible for a return, items must be unused, unopened, in their original condition, and returned in their original packaging.

Please note that customers are responsible for the cost of return shipping unless an item arrives damaged, faulty, or incorrect.

Due to the personalised nature of our gifts, customised orders, personalised gift messages, and perishable products cannot be returned unless they arrive damaged, faulty, or incorrect.

Original shipping charges are non-refundable.

Once your return has been received and inspected, any approved refund will be processed to your original payment method.

Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

To help us resolve the issue quickly, please include:

• Your order number
• A description of the issue
• Photographs of the damaged product and packaging

Where appropriate, we will offer a replacement, store credit, or refund.

Change of Mind

If you change your mind before your order has been dispatched, please contact us as soon as possible.

Once an order has been prepared or shipped, we may be unable to cancel or amend it.

Non-Returnable Items

For hygiene, food safety, and product integrity reasons, we cannot accept returns on:

• Food and drink products
• Opened skincare and wellbeing products
• Personalised items
• Gift cards
• Products that have been opened or used

Refund Processing

Approved refunds will be processed to the original payment method within 5–10 business days.

 

Sustainability Commitment

We carefully select packaging materials that are recyclable, reusable, or responsibly sourced wherever possible.

Our aim is to create a luxurious gifting experience with a lighter environmental footprint.

 

Need Assistance?

If you have any questions regarding shipping, delivery, or returns, we'd be delighted to help.

Email: hello@fromlondonwithlux.com

We aim to respond to all enquiries within 1–2 business days.