Shipping policy
Last updated: 14 October 2026
This Shipping Policy applies to physical products purchased from From London with Lux Ltd. (trading as From London with Lux.) through our online store.
It does not apply to Private Home Organisation services.
Order Processing
Orders are prepared for dispatch as promptly as reasonably possible.
Estimated processing and delivery times shown on our website or at checkout are estimates unless they are expressly stated to be guaranteed or we agree a specific delivery time or period with you.
If an item requires a longer preparation period, this will be stated on the relevant product page or communicated to you before dispatch.
Delivery Locations
We currently deliver to the destinations made available at checkout.
Available delivery locations may change from time to time depending on carrier availability, product restrictions and practical fulfilment arrangements.
If delivery is not available to your address, the checkout will normally prevent the order from being completed.
Delivery Charges
Delivery charges are calculated and displayed before you complete your order.
The total delivery cost depends on factors such as the delivery destination, parcel size, weight and the delivery service selected.
Where more than one delivery option is available, you may choose from the options displayed at checkout.
We will not add optional delivery charges without your agreement.
Delivery Times
The estimated delivery time for your order will be shown at checkout or communicated to you after your order is placed.
Unless a different delivery time or period has been agreed, we will deliver the goods without undue delay and, in any event, no later than 30 days after the contract is entered into.
Delivery estimates may be affected by weekends, public holidays, carrier delays, severe weather or other circumstances outside our reasonable control.
Order Confirmation and Dispatch
After placing an order, you will receive an order confirmation using the contact details provided at checkout.
Where tracking is available, tracking information may be provided once the order has been dispatched.
Please check that your delivery details are correct before completing your order.
Incorrect Delivery Information
You are responsible for providing an accurate and complete delivery address.
If you notice an error in your address, please contact us as soon as possible at:
If the order has not yet been dispatched, we will try to correct the address.
If the order has already been dispatched, we may not be able to redirect it.
Any additional delivery cost resulting from incorrect or incomplete address information may be payable by the customer where legally permitted and where the cost has reasonably been incurred.
Missed, Refused or Uncollected Deliveries
If a delivery is unsuccessful, the carrier may attempt redelivery, leave instructions or return the parcel to us.
If an order is returned because it was refused, uncollected or could not be delivered because of customer-provided address information, please contact us.
Any further delivery charge or refund will depend on the circumstances and your statutory rights.
Delayed Orders
If your order has not arrived within the estimated delivery period, please contact:
We will review the available tracking information and, where appropriate, contact the carrier.
If we do not deliver within an agreed delivery period, or within the period required by law where no different period has been agreed, you may have the right to require delivery within an appropriate additional period or, in certain circumstances, to cancel the order and receive a refund. This includes circumstances where an agreed delivery time was essential or where we have refused to deliver.
Lost Parcels
If tracking indicates that a parcel may have been lost, please contact us at hello@fromlondonwithlux.com.
We will investigate the delivery with the carrier and arrange the appropriate resolution where the order has not been successfully delivered.
Goods remain at our risk until they come into the physical possession of you or a person you have identified to receive them, except where the law provides otherwise, including where you independently commission a carrier that we did not offer as a delivery option.
Damaged Parcels
If your parcel arrives visibly damaged, please contact us as soon as reasonably possible.
Where possible, please retain:
- the product;
- the packaging;
- the shipping label; and
- photographs showing the damage.
These may assist us in investigating the matter with the carrier.
This does not affect your statutory rights if the goods themselves are faulty, damaged or not as described.
Multiple-Item Orders
Where an order contains more than one item, products may occasionally be dispatched separately.
Where this happens, you will not be charged additional delivery costs unless this was clearly agreed before purchase.
International Delivery
Where international delivery is offered at checkout, additional delivery times, customs procedures, taxes, duties or import charges may apply.
Any charges collected by us at checkout will be shown before payment.
Where import duties, taxes or other local charges are not collected by us at checkout and may instead be payable by the recipient, we will make this clear before purchase where applicable. The amount of such charges may be determined by the authorities in the destination country and may not be known to us in advance.
International delivery availability may be restricted for certain products or destinations.
Customs Delays
International orders may be subject to customs processing in the destination country.
Customs clearance can cause delays outside our direct control.
We are not responsible for customs processing times, although we will provide reasonable assistance where appropriate.
This does not affect your statutory rights where our delivery obligations have not been met.
Returns
Shipping arrangements relating to returned goods are explained separately in our Return & Refund Policy.
For qualifying online cancellations, UK law generally requires the standard outbound delivery cost to be refunded, although any additional amount paid for a more expensive delivery method does not have to be refunded beyond the standard delivery cost.
Contact Us
For questions about delivery or an existing order, please contact:
From London with Lux Ltd. (trading as From London with Lux.)
Email: hello@fromlondonwithlux.com
Please include your order number where applicable.