DELIVERY & RETURNS
Last day for UK Next Day - Thursday 21st December
Last day for UK Standard - Wednesday 22nd December
Please note if you are ordering personalised items the last day to for ordering before christmas is Friday 15th December
UK Standard - FREE - Up to 5 days
UK Next Day £10.00 - 1day (if ordered before 1pm)
Europe (EC) £15.00 - up to 21days
Europe (NON- EC) - £18.00 up to 21days
United States - £32.00 - up to 28days
Rest of the World £35.00 - up to 30days
Cancelling your order
Your order may be cancelled by email before we have dispatched the goods to you for a full refund including delivery, where goods have already been dispatched to you need to follow our returns policy. Please note that if the item is made-to-order or personalised in any way, you may only cancel the order provided it has not been started.
Please email our Customer Service Team at - firstname.lastname@example.org
We are unable to deliver to PO, MAIL, BFPO and APO Boxes.
All orders delivered to an address outside of the United Kingdom may be charged import duties by local customs and excise services, any charges for goods shipped overseas are your responsibity, Please check with the customs authorities in your local area before ordering to determine any extra fees
PLEASE NOTE: A signature is required with all shipping methods, therefore, once the item has left our premises we can take no responsibility or liability for lost, stolen or damaged packages. If your item(s) goes missing, we are unable to offer a refund. We retain all proof of postage which is available upon request with the courier service DS London decides to use. However, should you be unfortunate enough to receive damaged, lost or stolen goods, let us know immediately. Please retain all relevant documentation so that we can make an insurance claim against the carrier's insurers. If you are unable to open the damaged package in the presence of the carrier, make sure that you sign for it as "Damaged package; goods not yet inspected" to warn the carrier that a claim may follow.
If the parcel has been returned to the Courier depot, after three (3) new delivery attempts the parcel will be returned to the DS London, as undeliverable. We are unable to resend packages that are returned to us as undeliverable. In that case, we will refund the Customer the value of the goods ordered not including shipping costs. It can take up to 15 working days for DS London to process your refund starting from the date the courier has returned the parcel.
Please unsure you input the correct delivery address. Any order sent to an incorrect address provided will only be resent when we have recieved the item(s) back from the courier, this process can take 8 weeks or more. You as the buyer will then be responsible for the postage to resend the order.
(Please note personalised orders will not be eliable for a refund, once we recieve the order back you will have to pay the additional postage to recieve your items.)
Please be aware: We are currently unable to exchange outside of the UK if an exchange is required, we would suggest you return the item(s) and then re-purchase the correct one(s).
You can return goods you have ordered from us within 14 days of receipt or 7 days for SALE items, from the date of the dispatch note emailed to you for a full refund or exchange. The cost of returning goods to us shall paid by DS London up to the postage value of £6.95.
Please note any personalised item cannot be refunded or exchanged unless faulty.
I'm not a robot and can make mistakes...should this occur I will do my best to fix the matter as soon as I can.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must be in all the original packaging with the labels attached and how it was received. We will be unable to accept returns which are not returned in the correct way. You cannot return the goods where the goods have been tampered with or used unless the goods are faulty or not as described on arrival.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
In the event that an item has been rejected by us you will be notified via email, and will be liable for any return delivery costs. Please be advised that you will be charged for the cost of return postage and any re-delivery charges for exchanges if the item isn’t faulty.
If you are approved, then your refund will be processed, and the credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
If you haven’t received a refund after 14 working days, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
You are responsible for the item(s) up until it is safely returned to us. DS London does not guarantee that we will receive your returned item(s), we recommend that when returning an item(s) you use an insured courier service as we will not accept any liability for loss or damage during transit back to our return address. We will notify you via email once the item(s) have been received.
Please be advised that you will be charged for the cost of return postage and any re-delivery charges for exchanges if the item isn’t faulty.
This does not affect your statutory rights.