Returns and Refunds

————————

RETURNS POLICY
————————

 

Our Extended Christmas Returns Policy

To help make gift-giving easier, we’ve extended our standard returns period for the festive season. Any item purchased between 30 November 2025 and 24 December 2025 can be returned up until 16th January 2026.

All other terms and conditions remain the same. This extension does not affect your statutory rights.

Our aim is to ensure every customer is fully satisfied with both our products and our service. If you need to return an item, we are happy to offer a refund or exchange, provided the product is unused and in a fully resalable condition.

All returns must include the original packaging, tags, labels, and any accessories. Items must be returned in the same condition in which they were received. We are unable to accept returns if any tags or accessories have been removed. London Luggage reserves the right to refuse returns that show signs of use or damage.

This policy is in accordance with your rights under UK consumer law.

Goods must be returned within 28 days for refund or exchange (from receipt of goods) in their original condition and unused after this we reserve the right to accept a refund or exchange. The goods are your responsibility until we receive them here so please use recorded post or use our DPD collection service. We will issue a full refund to the credit or debit card/PayPal account within 7 days after we receive the goods back. Please allow up to 5 working days for the refund to appear in your account.

If the return exceeds the 28 days from purchase date, and you do not wish to exchange you will be issued an e-gift card with a 2 year expiry date.

If the item(s) have already been dispatched you will be liable to pay the postage to send it back to us.

————————————–
Online Returns can be made by the following methods:
————————————–

  

By our Courier DPD
Please call our customer care line on 02034578631 or email info@londonluggage.co.uk to arrange a DPD return. We will either arrange for a collection, this comes with a £10 Fee that will be automatically deducted from your refund. Or a DPD QR code will be emailed to you to drop your return to your local DPD drop off shop, this comes with a £6.99 Fee that will be automatically deducted from your refund.

DPD collections – you will need to be present between 9-5pm to hand over the goods to the driver.

Your own courier

You can return your order using your own courier. Return to be paid by the customer. The goods are your responsibility until we receive them here so please use recorded postage and package them carefully.

Our returns address is as follows:

London Luggage 

344 Grays Inn Road

London 

WC1X 8BX

Personalised Items

Personalised items cannot be returned or exchanged online or in store.

Damaged/Faulty Items

If the items purchased arrive damaged or if an item needs to be returned due to a fault of any kind CONTACT US IMMEDIATELY by email or telephone so that we can arrange a DPD collection with no fee. Please note: this refers to returns of damaged and faulty goods only.

PLEASE NOTE: When returning items from Europe, NI & Channel Islands, you may be liable to pay Customs & Excise Duty as well as Import VAT. London Luggage will not pay any of these costs to return unwanted luggage, these are the customers liability.

 

In-Store Returns

• You have 28 days from the date of purchase to return your item to our store.

• Items must be unused, in their original packaging, and in a resalable condition.

• Please bring your proof of purchase (e.g., receipt or order confirmation) when returning an item.

Refunds

• Refunds must be issued to the original payment method used at the time of purchase.

• If you paid by credit or debit card, please allow up to 5–7 working days for the refund to appear in your account, depending on your card issuer.

Exclusions

The following items may not be eligible for a return or refund (unless faulty):

• Personalised or custom-made items

• Items marked as final sale or clearance

Faulty Items

If your item is faulty or not as described, please return it as soon as possible for a full refund, exchange, or repair.

If you have any questions about your return, feel free to contact our team or visit us in store.