Frequently Asked Questions

We want you to be completely satisfied with your purchase! If you’d like to return it, please contact us via the Contact page, and we’ll be happy to assist you.

• Return Policy: Our policy lasts 30 days. If 30 days have passed since your purchase, unfortunately, we can’t offer a refund or exchange.
• Eligibility: To be eligible for a return, the item must be unused, in the same condition as received, and in its original packaging.

Non-Returnable Items:

• Custom-made items, including clothing (printed on demand)
• Gift cards
• Downloadable software products

A receipt or proof of purchase is required to process your return.

Partial Refunds:

• Items not in original condition, damaged, or missing parts not due to our error
• Items returned more than 30 days after delivery

Once we receive and inspect your return, we will email you to let you know that you’ve received your returned item. You will also be informed whether your refund has been approved or rejected.

• If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original payment method within a certain number of days.

If you haven’t received your refund yet, please follow these steps:

1. Recheck your bank account.
2. Contact your credit card company—it may take some time before the refund is officially posted.
3. Contact your bank—there is often processing time before a refund is posted.

If you’ve done all of this and still haven’t received your refund, please get in touch with us at info@thelondongallery.uk

Sale items can be refunded (subject to the same conditions regarding item status upon return), but only up to the value at which they were purchased during the sale.

Cancellations can only be accepted before an item has shipped. Once an item has been shipped, it cannot be cancelled. To request a cancellation, please email us at info@thelondongallery.uk as soon as possible.

We only replace items if they are defective or damaged. Please notify us by email at info@thelondongallery.uk if your item has been damaged in transit. Be sure to include photos of both the damaged item and the packaging it arrived in. If you need to exchange it for another item, please email us at info@thelondongallery.uk to initiate the process.

Buyers are responsible for collecting their items from the post office or courier collection points within the specified time frame. Items not collected on time will be returned, marked as unwanted, and destroyed. Refunds or exchanges will not be available at that point, and buyers will be responsible for re-ordering and re-shipping fees.

We strongly encourage buyers to check tracking websites regularly and make necessary arrangements to avoid this situation.

To return your product, please mail it to:

Loft Studio
4a High Street
Sandown
Isle of Wight
PO368DA
United Kingdom

You will be responsible for paying your own shipping costs for returning the item, and shipping costs are non-refundable.

Depending on your location, the time it takes for your exchanged product to reach you may vary.

If you are shipping an item valued over £75, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

Newsletter Discount Policy

• Limitations: The discount for signing up for our newsletter is limited to one use per person.
• Misuse Investigation: If we believe this offer has been misused (e.g., re-signing under a different email address), we will investigate using various forms of information related to the order and transaction.
• Cancellation Rights: If our investigation happens to be misused, we reserve the right to cancel the corresponding orders.

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