We want you to be completely happy with every Londonmy order. If something is not quite right, or you have simply changed your mind, our straightforward 30-day returns policy is here to help. This page explains how returns work, who pays for postage, how refunds are processed, and the rights you have under UK consumer law.
Our 30-day returns window
You have 30 days from the date you receive your order to request a return. As long as your request reaches us within this period, we will be happy to arrange a refund or exchange in line with the conditions below.
Condition of returned items
To be eligible for a return, items should be:
- Unused and in the same condition in which you received them;
- Free from signs of wear, damage or soiling caused after delivery;
- In their original packaging, with any tags, labels and protective wrapping intact where possible.
We understand you may need to open the packaging to inspect an item, just as you would in a shop. That is absolutely fine. We only ask that items are handled with reasonable care so they can be returned to a saleable condition.
How to start a return
Starting a return is simple:
- Email us at contact@londonmy.com with your order number and the item(s) you wish to return.
- Tell us briefly why you are returning the item. If it is faulty, damaged or incorrect, please attach a few clear photos (see below).
- We will reply with a return authorisation and the correct return address. Please wait for these details before sending anything back.
Returns sent without prior authorisation, or to an address other than the one we provide, may be delayed or unable to be processed.
Who pays for return postage
- If the item is faulty, damaged or incorrect: we cover the cost of return postage, or arrange collection where appropriate. You will never be left out of pocket for a mistake on our side.
- If you have changed your mind: the cost of return postage is your responsibility. We recommend using a tracked service, as we cannot be held responsible for items that are lost on their way back to us.
Damaged, faulty or defective goods
We pack every order carefully, but if your item arrives damaged or develops a fault, we want to put it right quickly. Please contact us as soon as you notice the problem, ideally within 48 hours of delivery for transit damage, and include:
- Your order number;
- A description of the fault or damage;
- Clear photographs showing the issue (and the packaging, in the case of transit damage).
Once we have reviewed the details, we will arrange a replacement, a repair where suitable, or a full refund — whichever you prefer.
Refund method
All refunds are issued to your original payment method. We are not able to refund to a different card or account from the one used at checkout.
How long refunds take
Once your returned item reaches us, we will inspect it and let you know the outcome. Approved refunds are processed within 5–10 business days after inspection. Please note that, after we have issued the refund, it can take a few additional days for your bank or card provider to show the money in your account.
Partial refunds
In some cases we may offer a partial refund — for example, where an item is returned with clear signs of use beyond simple inspection, is missing parts or packaging, or has been damaged through no fault of ours. We will always explain the reason clearly before processing any partial refund.
Exchanges
If you would like a different size, colour or product, the quickest way is usually to return the original item for a refund and place a new order for the replacement. If you would prefer a direct exchange, just let us know and we will help arrange it, subject to availability.
Non-returnable items
For reasons of hygiene and safety, certain items cannot be returned once opened or used, unless they are faulty. Any such exclusions will be clearly noted on the product page. Gift cards and clearance items marked as final sale are also non-returnable. This does not affect your statutory rights in respect of faulty goods.
Cancelling an order
If you change your mind shortly after ordering, you can cancel within 24 hours of placing your order, provided it has not yet been dispatched. Simply email us with your order number and we will cancel it and issue a full refund. Once an order has been dispatched, it will need to be handled as a return.
Your statutory rights
Nothing in this policy affects your legal rights as a consumer. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a 14-day cooling-off period during which you may cancel most online orders for any reason, starting from the day you receive the goods. To exercise this right you simply need to tell us of your decision within those 14 days, and you then have a further 14 days to return the goods.
Under the Consumer Rights Act 2015, the goods we supply must be of satisfactory quality, fit for purpose and as described. If they are not, you may be entitled to a repair, replacement or refund. Where these statutory rights are more generous than this policy, your statutory rights take precedence.
Business Information
Store Name: Londonmy
Company: Londonmy is a trading name of Glowskinmina Advertising LLC
Address: 209 Mountain Road Pl NE, Suite N, Albuquerque, NM 87110, United States
Email: contact@londonmy.com
Phone: +44 7469 138150
Contact: londonmy.com/pages/contact
Customer Service Hours: Monday to Friday, 9:00 AM – 5:00 PM GMT
We aim to reply to your email within 24 hours.