Store Policy

 

Shipping & Delivery Options

  • Royal Mail Special Delivery: £8.35, signed for and tracked 
  • Store Pick-Up: Available from 10 am - 5 pm.

Shipping Policy

  • Delivery Requirements: Signature required upon receiving.
  • Processing Time: Orders are processed and shipped Monday through Friday within 2-4 working days. Parcels are typically delivered the following business day.
  • Main Shipping Method: Royal Mail (UK).
  • Billing and Shipping Address: If the billing address differs from the shipping address, please provide proof of ID via email.
  • Holiday Shipping: No orders are accepted from December 15th to January 4th. Store pick-up will be available during this time.
  • Delivery Delays: Lael London is not responsible for delays due to holidays, carriers, or natural events.
  • Pre- order products are subject to 15 days processing time. (Chosen delivery method will be applied after this time)

Additional Shipping Information

  • If an item is out of stock, customers will be contacted with alternative options or a refund.
  • Once an order has been processed and shipped, address corrections cannot be made. Please ensure all personal information is accurate.
  • Shipping confirmation will be sent via email. Double-check email accuracy to avoid missed notifications.
  • To avoid delays, we recommend placing orders at least a week in advance of any scheduled appointments.


Exchange & Refund Policy

  • Eligibility: Exchanges or refunds are only available for full-price items and in cases where:
    • The product received was incorrect or not as described.
    • The product is unopened, unused, with tags intact, in original packaging, and is clean and odorless.
  • Return Condition: Products must be returned within 14 days to qualify for a refund or exchange. Processing time for returns can take up to 7 days.
  • Damaged or Lost Parcels: Customers must handle claims with the courier. Lael London can provide necessary support information but is not responsible for contacting the courier on the customer’s behalf.
  • Refund Deductions: The shipping fee will be deducted from the refund amount if a return is approved. Refunds are processed upon receiving the returned item.

Reshipping Fees

  • Customer Responsibility: Customers cover reshipping costs if incorrect address information is provided.
  • Lael London Responsibility: Lael London covers reshipping fees if an error was made on our part (e.g., wrong item sent). This includes initial shipping fees and return costs.


Pre-Order Items

  • Non-Refundable: All pre-order items are custom-made and non-refundable.


Contact for Returns or Exchanges

To initiate a return or exchange, please email Laellondon@gmail.com with your full name and order number. We are committed to providing the highest quality products and appreciate your understanding and cooperation with our policies.