Who is London Lake?

London Lake is an online store focused on offering quality, practical and on-trend products with a smooth and reliable shopping experience.

Where is London Lake based?

Our company details are:

London Lake LLC
13423 Blanco Rd
Unit #3083
San Antonio, Texas 78216
United States

How can I contact customer support?

You can reach our customer support team via:

• Email: sales@londonlake.com
• Phone: +1 800-592-9704

You can also visit our Contact Us page for full details.

What are your support hours?

Our support team is available:

• Monday to Saturday: 09:00–21:00 (GMT-06:00) Central Standard Time (Chicago)

We aim to respond to all enquiries within 24–48 hours on business days.

Which countries do you ship to?

We currently ship to most countries worldwide, including the United States, Canada, the United Kingdom, Europe, Australia, New Zealand and selected countries in Asia, Africa, the Middle East and South America.

Some locations may not be serviceable due to carrier or customs restrictions. If we are unable to ship to your address, we will contact you and issue a full refund.

How much does shipping cost?

Our standard shipping rates are:

• United States (excluding Puerto Rico): Standard Shipping – 6.99 USD
• Puerto Rico: International Standard Shipping – 19.99 USD
• Tunisia and Uruguay: International Standard Shipping – 24.99 USD
• Central African Republic, South Africa, Kazakhstan, Maldives, Peru, Cyprus, Kuwait, Qatar: International Standard Shipping – 11.99 USD
• Rest of the world: International Standard Shipping – 5.99 USD

For large, heavy or oversized items, additional charges may apply. Any shipping costs will always be shown at checkout before you confirm your order.

How long does delivery take?

Total delivery time is:

Total Delivery Time = Handling Time + Transit Time

• Handling time: 1–3 business days (Monday to Saturday) to process and prepare your order.
• Transit time – United States: approx. 7–10 business days after dispatch.
• Transit time – International: approx. 10–14 business days after dispatch.

This means most orders arrive in:

• United States: approx. 8–13 days from the date of order.
• International: approx. 11–17 days from the date of order.

These timeframes are estimates and do not include delays caused by customs, local holidays, weather or carrier issues.

Which carriers do you use?

We work with a range of trusted carriers. Depending on your destination, your order may be shipped via:

• United States: UPS, DHL, USPS, OnTrac, Uniuni, SpeedX, Cainiao, Better Trucks
• Malaysia: Flash Express
• Bahrain: iMile
• Australia: Fasthorse, iMile, Australia Post (AU Post)
• Canada: Bpost, Uniuni, Canada Post, bpostgroup
• United Kingdom: Royal Mail
• New Zealand: NZ Post
• Switzerland: PostNL
• Saudi Arabia: GFS Express
• Luxembourg: Colis Privé
• Other countries: DHL or another suitable international carrier

How can I track my order?

Once your order has been dispatched, you will receive a shipping confirmation email with:

• your tracking number; and
• a link or instructions to track your parcel online.

Tracking usually becomes active within 24 hours of dispatch. You can also track your order via our tracking page: Track my order (if available).

Do I have to pay customs duties or import taxes?

International orders may be subject to import taxes, customs duties and fees charged by the destination country. These charges are not included in our product prices or shipping costs and are the customer’s responsibility.

Please contact your local customs office for information about possible charges before placing an order.

London Lake cannot be held responsible for any delays caused by customs clearance. Customs timing and inspection are fully controlled by local authorities.

What payment methods do you accept?

We accept the following payment methods:

• American Express
• MasterCard
• Visa
• Discover
• Diners Club
• JCB
• UnionPay
• Elo
• PayPal
• Google Pay
• Apple Pay
• Shop Pay

All payments must be made in full before your order is shipped.

Which currency will I be charged in?

All prices on londonlake.com are shown and charged in United States Dollars (USD).

Can I cancel or change my order?

You have 24 hours after placing your order to request a cancellation. If your order has not yet been processed, we will cancel it and issue a full refund.

To cancel, please contact us as soon as possible at sales@londonlake.com or call +1 800-592-9704 with your order number.

If your order has already been processed or shipped, it can no longer be cancelled. You may still be able to return it after delivery under our Returns & Refunds Policy.

What is your return policy?

We accept returns on most full-priced products within 30 days of delivery, subject to our Returns & Refunds Policy.

In general, items must be:

• unused and in the same condition as received;
• in the original packaging with all accessories and tags; and
• accompanied by proof of purchase (order confirmation or packing slip).

Certain items (for example sale items, personalized items, gift cards or hygiene-sensitive products) may not be returnable except where faulty. Full details are set out in our Returns & Refunds Policy.

How do I request a return or refund?

To start a return, please contact our support team within 30 days of delivery:

• Email: sales@londonlake.com
• Phone: +1 800-592-9704

Include your order number, the item(s) you wish to return and the reason for the return. We will respond with a Return Authorization (RA) number and instructions. Please do not send any items back without an RA number.

Do I have to pay for return shipping?

For most change-of-mind returns, you are responsible for the cost of sending the item back to us. Original shipping and service charges are usually not refundable.

If your item is faulty, damaged on arrival or we sent the wrong product, we will resend a replacement item, once the issue is confirmed. Full details are set out in our Returns & Refunds Policy.

What if my item arrives damaged or defective?

If your parcel arrives visibly damaged, please try to refuse delivery and contact us as soon as possible.

If you notice damage or a defect after delivery, please email us within 24 hours of delivery at sales@londonlake.com with:

• your order number;
• a brief description of the issue; and
• clear photos of the damaged product and outer packaging.

Once confirmed, we will arrange a replacement at no additional shipping charge, or a refund if a replacement is not available.

Can I exchange an item?

Yes. We offer exchanges within 30 days of delivery, subject to stock availability.

To request an exchange, contact us with your order number and the item you would like instead. You will usually need to return the original item first.

For non-faulty exchanges (for example, wrong size or color), you will pay the return shipping and any shipping for the replacement item. For faulty or incorrect items, we will ship a replacement item.

How long does it take to receive my refund?

Once we receive and inspect your return, we will email you to confirm approval or rejection of the refund.

If approved, a refund will be issued to your original payment method. This typically takes up to 10 business days after approval, but your bank or payment provider may take additional time to show the funds in your account.