Terms of service
Last updated: 14 October 2026
These Terms of Service (“Terms”) apply to the website operated under the name From London with Lux., our online shop, and our private home organisation services.
Please read these Terms carefully before using our website, purchasing products or entering into a service agreement with us.
Nothing in these Terms affects any statutory rights you have as a consumer.
Contents
- About From London with Lux. — Sections 1–2
- Private Home Organisation Services — Sections 3–14
- Cancellation and Rescheduling — Sections 15–17
- Online Shop and Products — Sections 18–20
- Consumer Rights and Liability — Sections 21–22
- Privacy, Intellectual Property and Third Parties — Sections 23–25
- International Projects & External Events — Sections 26–27
- Complaints and Legal Information — Sections 28–33
1. About Us
From London with Lux. is operated by:
From London with Lux Ltd.
Company number: 16660610
Registered in England and Wales
Registered office: 19 Yew Tree Crescent, Didcot OX11 6EN, England, United Kingdom
Email: hello@fromlondonwithlux.com
We provide private home organisation services and may also sell selected home, organisation, lifestyle and gifting products through our website, including curated gift boxes.
2. Using Our Website
You may use this website only for lawful purposes.
You must not knowingly introduce viruses, malicious code or other material that could damage, interfere with or compromise the website, Shopify platform or another user’s systems.
Website content is provided for general information and to describe our products and services. Individual private home organisation projects are subject to their own agreed scope, requirements and practical arrangements.
We may update, suspend or change parts of the website where reasonably necessary.
3. Our Private Home Organisation Services
Our services may include organisation of:
- wardrobes and dressing rooms;
- kitchens and pantries;
- playrooms;
- household storage areas; and
- coordinated multi-room private home projects.
The precise service provided will depend on the scope agreed with you.
Our service is professional home organisation. It does not include cleaning, housekeeping, laundry, ironing, garment repair, interior design, valuation, authentication, conservation, legal advice or professional inventory valuation.
Where necessary during organisation, we may carry out a light dry wipe with a clean cloth to remove minor loose dust. We do not use detergents, chemicals or cleaning products.
4. Making an Enquiry
Submitting an enquiry through our website does not create a contract or guarantee that we will accept a project.
We may ask for further information about:
- the spaces involved;
- the property location;
- the approximate scope of work;
- household routines or priorities;
- access arrangements;
- timing; and
- any other information reasonably necessary to assess the project.
We may decline an enquiry where the project falls outside our services, availability, geographical coverage, insurance arrangements or professional capability.
5. Service Bookings and Formation of a Contract
Where we are able to assist, we will provide or confirm the proposed scope of work, price or method of calculating the price, timing and any relevant project-specific arrangements.
A service contract is formed only when all of the following have occurred:
- you accept the proposed service or booking in the manner we specify;
- we receive the payment required to secure the booking; and
- we confirm the booking in writing.
Any written proposal, quotation, booking confirmation, project-specific terms and agreed amendments form part of the service contract together with these Terms and our Cancellation Policy.
If there is a conflict between these Terms and a specifically agreed written project term, the specifically agreed term will normally apply to that project, except where doing so would affect rights that cannot lawfully be excluded.
6. Prices and Payment for Services
The price of a private home organisation project will be communicated before the booking is confirmed.
Unless we agree otherwise in writing, service fees are payable in advance. Your booking is secured once the required payment has been received.
Any additional work outside the agreed scope will be discussed with you before it is carried out and charged only where you have agreed to it.
Where travel, accommodation, parking, congestion charges or other project-specific expenses apply, these will be explained to you before you become responsible for them.
We will not add optional charges without your agreement.
7. Access to the Property
You are responsible for ensuring that we have authorised access to the areas included in the agreed project.
Access may be coordinated directly by you or, where agreed, by an authorised personal assistant, housekeeper or other household representative.
You should tell us before the appointment about anything reasonably relevant to safe access or working conditions within the agreed areas.
We may stop or postpone work where continuing would reasonably create a health, safety, security or property risk.
8. Your Belongings and Decision-Making
Your belongings remain under your ownership and authority throughout the organisation process.
We may organise, categorise, group, fold, hang, reposition or make other reversible organisational changes within the agreed scope.
Where a personal assistant, housekeeper or other authorised representative is coordinating the project, we may rely on that person for practical matters within the authority you have given them.
We do not provide disposal, donation, sale, clearance or removal services. If items are not to remain within the agreed organised space, we may, where appropriate, place them neatly in an agreed area within the property for you or your authorised representative to deal with after the session. We do not transport such items away from the property or arrange their disposal, donation or sale.
If we unexpectedly encounter an item that appears unusually fragile, sensitive, specialist or personally significant, and its appropriate handling is unclear, we may pause further handling and, where appropriate, set it aside carefully within the property while seeking instructions.
9. Delicate, Valuable and Specialist Items
We take reasonable care when handling belongings.
Please tell us where you are aware that an item:
- is unusually fragile;
- requires specialist handling;
- has significant financial or personal value;
- has particular storage requirements; or
- should not be moved.
We may decline to handle, dismantle, repair, clean, authenticate or relocate items where specialist knowledge or equipment would reasonably be required.
Our organisation service does not include professional valuation, authentication, conservation or specialist garment care.
10. Storage Products and Recommendations
We may recommend hangers, baskets, dividers, containers, protective covers or other organisation products where we believe they would improve function, accessibility or care.
You are not required to replace existing storage simply for visual consistency.
Unless expressly included within your confirmed service price, additional storage products require your approval before purchase.
Recommendations are based on the information and dimensions reasonably available to us. Where products are supplied by third parties, their own product specifications, warranties and terms may also apply.
Where we sell or supply a product to you, any manufacturer or third-party warranty is additional to, and does not affect, your statutory rights against us.
11. Results and Space Limitations
We will perform our services with reasonable care and skill.
Organisation can improve access, visibility, function and presentation, but the results possible in a particular space depend on factors including:
- available storage capacity;
- the quantity and dimensions of belongings;
- existing cabinetry or furniture;
- household routines; and
- decisions made during the project.
We therefore do not guarantee that every belonging can remain within a particular space or that an organisational system will remain unchanged indefinitely.
Where available space is insufficient for the volume of belongings, we will discuss practical organisational options with you. Where items are not to remain within the agreed organised space, they may be handled in accordance with Section 8 above.
12. Photographs and Videos
Photographs or videos may sometimes be useful for assessment, private project records or documenting the organisation process.
We will not use photographs or videos of your home, belongings or project for our website, portfolio, social media, advertising or other promotional purposes unless you have expressly consented to the relevant use.
Where separate photography consent is requested, you may choose whether or not to provide it. Photography consent is not a condition of receiving our organisation service.
13. Working With Household Representatives
A client may appoint a personal assistant, housekeeper or another authorised person to communicate with us or coordinate practical arrangements.
We are entitled to rely reasonably on instructions given by an authorised representative within the scope of authority communicated to us.
Where we are uncertain whether a representative has authority to give an instruction that materially affects the agreed project, we may request confirmation from the client before proceeding.
14. Service Timing
We will use reasonable efforts to provide the service on the agreed date and within the anticipated scope.
The exact amount of organisation achievable during a session may depend on the space, volume of belongings, client decisions, access and circumstances encountered during the project.
If an unexpected event materially affects the agreed timing, we will communicate with you and seek a reasonable solution.
Where no fixed completion date has been agreed, services will be provided within a reasonable time as required by applicable consumer law.
15. Your Right to Cancel a Service
If you are a consumer and your service contract is concluded online, by telephone or away from our business premises, you will normally have a statutory cancellation period ending at the end of 14 days after the day on which the contract is entered into, unless an applicable legal exception applies.
Full details, including how to cancel, are set out in our Cancellation Policy.
If you wish us to begin providing the service or agreed preparatory work during the statutory cancellation period, you must make an express request for us to begin early. Where the contract is entered into away from our business premises, that request must be made on a durable medium.
If you cancel after the service has begun at your express request but before it has been fully performed, you will be required to pay the amount permitted by law for the services already supplied up to the time you tell us that you wish to cancel. This amount will be proportionate to what has been supplied compared with the full agreed service and will normally be calculated by reference to the total price agreed for the service.
If the service has been fully performed during the cancellation period following your express request to begin early and your acknowledgement that your cancellation right will be lost once the service has been fully performed, your statutory right to cancel will end when the service is fully performed.
Nothing in these Terms restricts any cancellation or consumer right that cannot lawfully be excluded.
16. Rescheduling and Cancellation Outside Statutory Rights
Any contractual cancellation or rescheduling arrangements applying after the statutory cancellation period are explained in our Cancellation Policy and, where relevant, in your booking confirmation.
Any cancellation charge will reflect the circumstances of the booking and costs or losses reasonably associated with the cancellation. We do not impose cancellation provisions intended to remove or unfairly restrict statutory consumer rights.
17. Cancellation or Rescheduling by Us
We may need to reschedule or cancel a service appointment because of illness, safety concerns, travel disruption, events outside our reasonable control or another substantial reason affecting our ability to provide the agreed service.
If we cancel a service that we cannot reasonably rearrange, we will refund amounts paid for the part of the service that will not be provided.
We will not retain payment for a service that we cancel without providing the corresponding service, except where the law permits otherwise.
18. Products Purchased Through Our Shop
Product descriptions, photographs and specifications are provided with the intention of describing the products as accurately as reasonably possible.
Final products may have minor variations inherent in materials, finishes or manufacturing, provided those variations do not mean the product is materially different from its description.
Prices displayed on the website apply at the time an order is placed, subject to any obvious pricing error.
We reserve the right to refuse or cancel an order where, for example:
- payment cannot be authorised;
- a product is unavailable;
- an obvious pricing or description error has occurred;
- delivery cannot reasonably be made to the supplied address; or
- we reasonably suspect fraud or misuse.
If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled item or order.
Where a curated gift box contains individually identified items, we will not make a materially different substitution without your agreement. If an advertised item becomes unavailable before dispatch, we may contact you to offer an appropriate alternative. If you do not wish to accept the alternative, we will provide an appropriate refund for the affected gift box or order.
19. Product Delivery
Delivery availability, estimated times and charges are explained during checkout and/or in our Shipping Policy.
Unless another delivery period has been agreed, consumer goods must ordinarily be delivered within the period required by applicable law.
Risk in physical products passes as provided by applicable consumer law.
Please review our Shipping Policy for further information.
20. Returns, Faulty Goods and Refunds
Our Refund Policy explains the procedures for returns and refunds.
Nothing in these Terms or our Refund Policy limits your statutory rights.
Where applicable, goods must be:
- as described;
- of satisfactory quality; and
- fit for purpose.
Consumers may have additional rights where goods are faulty, damaged or misdescribed. UK law does not permit businesses to remove those statutory rights.
21. Consumer Rights Relating to Services
We are legally required to provide consumer services with reasonable care and skill.
Where applicable, information we provide about the service that you rely on when entering the contract may also form part of the contract.
If a service does not conform to applicable consumer law, remedies may include repeat performance or an appropriate price reduction.
Nothing in these Terms excludes or restricts those rights.
22. Liability
Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or liability that cannot legally be excluded under consumer law.
We are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to use reasonable care and skill.
We are not responsible for loss or damage to the extent that it:
- was not reasonably foreseeable when the contract was made;
- results from pre-existing damage or inherent deterioration in an item;
- arises because material information about unusual fragility, specialist handling requirements or access risks was not disclosed to us and was not otherwise reasonably apparent; or
- results from events outside our reasonable control,
except where applicable law provides otherwise.
Nothing in this section removes your statutory consumer rights.
23. Personal Information
Personal information is handled in accordance with our Privacy Policy.
Please avoid providing sensitive personal information unless it is genuinely necessary for us to understand or provide the requested service.
24. Intellectual Property
The website and its original content, including our branding, photographs, graphics, written copy, product designs and other material created by or for From London with Lux., are protected by applicable intellectual-property laws.
You may view and use the website for your personal, non-commercial purposes.
You may not reproduce, distribute, commercially exploit or represent our protected content as your own without permission, except where the law permits.
25. Third-Party Services and Links
Our website may contain links to or functionality provided by third parties, including Shopify, payment providers and other service providers.
We are not responsible for independent third-party websites or services that we do not control. Their own terms and privacy policies may apply.
26. International Enquiries and Projects
From London with Lux. is based in the United Kingdom.
We welcome enquiries relating to private homes outside the UK. International projects may be considered on a case-by-case basis and are subject to appropriate insurance, legal, regulatory, travel and practical arrangements being in place.
An international enquiry does not guarantee that we will be able to accept or perform the project.
Any applicable travel, accommodation, local requirements or other project-specific arrangements will be discussed and agreed before a booking is confirmed.
27. Events Outside Our Reasonable Control
We are not responsible for delay or failure caused by circumstances outside our reasonable control where we have taken reasonable steps to minimise the effect.
If such circumstances materially prevent us from providing the agreed service or product, we will communicate with you and, where appropriate, arrange an alternative, reschedule or provide any refund required by law.
28. Complaints
If you are dissatisfied with a product or service, please contact us at:
We will consider the matter and aim to respond reasonably and promptly.
Nothing in this complaints process limits your legal rights.
29. Changes to These Terms
We may update these Terms from time to time to reflect changes to our business, services, website or applicable requirements.
Changes do not retrospectively alter a contract already entered into unless the change is agreed with you or permitted by law.
The version applicable to your transaction will normally be the version in effect when the relevant contract was made.
30. Severability
If any part of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.
31. No Waiver
If we do not immediately enforce a right under these Terms, that does not mean we have waived that right.
32. Governing Law and Jurisdiction
These Terms and contracts with From London with Lux. are governed by the laws of England and Wales, subject to any mandatory consumer protections that apply to you.
If you are a consumer living in another part of the United Kingdom or another jurisdiction, you may also have rights to bring proceedings in the courts available to you under applicable law.
Nothing in these Terms removes mandatory consumer rights that apply because of where you live.
33. Contact
Questions about these Terms should be sent to:
From London with Lux Ltd. (trading as From London with Lux.)
Email: hello@fromlondonwithlux.com
Registered office: 19 Yew Tree Crescent, Didcot OX11 6EN, England, United Kingdom