Refund policy

This Refunds, Returns & Exchanges Policy explains how we handle returns, refunds, exchanges and cancellations for purchases made from London Lake.

By placing an order with us, you agree to the terms set out below.

1. Overview

We gladly accept returns on most items purchased from us within 30 days of the delivery date, subject to the conditions in this policy.

This policy applies to most full-priced products purchased directly from our online shop. Some items are excluded from change-of-mind returns (see “Items That Cannot Be Returned” below).

Items returned without prior approval or outside the stated timeframes may be refused.

2. Items That Cannot Be Returned

Unless they are faulty or we have made an error, we cannot accept returns for:

  • items marked as sale, clearance or final sale;
  • personalized or custom-made products;
  • opened or used items (for change-of-mind reasons);
  • gift cards or vouchers.

Any specific exceptions will be noted on the relevant product page.

3. Eligibility for Returns & Refunds

You may request a return within 30 days of delivery if:

  • the item is faulty or defective;
  • the item or quantity supplied is incorrect (our error);
  • the item was damaged in transit; or
  • you change your mind or ordered the wrong size/color (subject to the conditions below).

All returns must meet these conditions:

  • the item is unused and in the same condition you received it;
  • the item is in its original packaging with all accessories, tags and labels;
  • you can provide a proof of purchase (order confirmation or packing slip).

For change-of-mind returns and wrong-size/color:

  • the item must be in resaleable condition; and
  • you are responsible for return shipping costs; and
  • original shipping and any service or handling charges are not refunded.
  • an exchange shipping fee may also apply for sending the replacement item.

4. How to Initiate a Return

To start a return, please contact our customer support team within 30 days of delivery using one of the methods below:

Please provide:

  • your order number;
  • the item(s) you wish to return;
  • the reason for the return;
  • clear photos if the item or packaging is damaged or defective.

We aim to respond within 1 business day. If your return is approved, we will issue a Return Authorization (RA) number and provide instructions, including the correct return address.

Please do not send items back without an RA number.

5. Preparing & Sending Your Return

Once you receive your RA number:

  1. Pack the item securely in its original packaging, including all accessories and documentation.
  2. Place your order confirmation or packing slip inside the parcel.
  3. Clearly write the RA number on the outside of the package.
  4. Use a trackable postage or courier service. You are responsible for the parcel until it reaches us.

We reserve the right to refuse returns that arrive damaged due to poor packaging or that do not match the condition described when the RA was issued.

6. Return Shipping Costs & Restocking Fees

  • For change-of-mind returns and wrong-size/color, you are responsible for the cost of return shipping. An exchange shipping fee may also apply for sending the replacement item.
  • Original shipping and any service or handling charges are not refundable, unless the item is faulty or we made an error.
  • For returns due to faulty, damaged or incorrect items, please email us at sales@londonlake.com for immediate assistance. 

We do not charge any restocking fee on our products.

7. Damaged or Defective Items

If your parcel arrives visibly damaged, please refuse delivery if possible and contact us immediately.

If damage or a defect is noticed after delivery:

  1. Email sales@londonlake.com within 24 hours of delivery.
  2. Include your order number, a brief description of the issue, and clear photos of:
    • the damaged or defective product; and
    • the outer packaging (including any damage).

Once we have reviewed your claim:

  • if the product is confirmed as damaged or defective, we will offer a replacement item at no additional charge.

If you do not contact us within 24 hours of delivery for a damaged or defective item, we may not be able to offer a replacement.

8. Refunds

Once your return is received, we will inspect it within approximately 5 business days of arrival.

We will then email you to confirm whether your return has been approved or rejected.

If approved:

  • your refund will be processed to your original method of payment (e.g. credit/debit card, PayPal) within 10 business days;
  • it may take additional time for your bank or payment provider to show the refund in your account.

Where appropriate, we may offer store credit instead of a cash refund if you prefer.

If only part of your order is returned, we will refund only the amount relating to the returned item(s), less any non-refundable shipping or service charges as described above.

9. Exchanges (Within 30 Days)

We offer exchanges within 30 days of delivery for most items, subject to stock availability.

To request an exchange:

  1. Contact us at sales@londonlake.com or +1 800-592-9704 with your order number and details of the item you wish to exchange and the item you would like instead.
  2. Follow the return process for the original item.
  3. Once we receive and approve the return, we will dispatch the replacement product.

Shipping for exchanges:

  • For non-faulty exchanges (change of mind, wrong size/color), you pay the cost of returning the original item and any shipping cost for the replacement item. An exchange shipping fee may also apply for sending the replacement item.
  • For faulty, damaged or incorrect items, we will ship a replacement at no additional shipping charge.

If the replacement item is higher in price, we will provide a secure payment link for the difference before shipping. If an exchange shipping fee is applied, we will provide a secure payment link for the difference before shipping the exchange item.

10. Order Cancellations

We allow order cancellations within 24 hours of placing your order, provided it has not yet been dispatched.

To cancel your order:

Please include your order number and “Cancellation Request” in your message.

If your order has already been dispatched, it cannot be cancelled. In that case, you may still be able to return it in line with this policy after it is delivered.

11. Contact Information

If you have any questions about this Refunds, Returns & Exchanges Policy, or need help with a return, please contact us: