Terms & Conditions
10% DISCOUNT CODE 'LL10'
Order Processing
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Accepted Payment Methods
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Payment is accepted via the following credit cards: Visa, MasterCard and via the following debit cards: Switch, Delta, and Solo. We cannot accept payment by cheque.
We reserve the right to decline any orders placed with us.
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Confirmations & Receipts
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When you place your online order with us you can print off the summary of your order that will be shown on your screen. You will also be sent an e-mail summarising your order and informing you your order has been placed.
This email will also contain details of how your order will be delivered and when you can expect to receive it.
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Cancellation of an Order
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If after placing an order you wish to cancel it we can accept cancellation right up to the time the items are dispatched, excluding personalised items, as once they are personalised they are unsellable to new customers, so we will not be able to cancel the order. If you would like to return your order we accept returns within 28 days of receipt. The cost of return postage or return delivery is the customer’s responsibility. If you wish to return your order, simply send an email to us at info@londonluggage.co.uk to let us know you wish to cancel and please see our section on ‘Returns Policy’ for more information. Refunds will be made to the credit or debit card used to make the original purchase after the returned goods are received by us.
We reserve the right to amend, change, or delete products listed on our site, and the way product images and colours are shown.
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Refunds & Exchanges
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Please note, personalised items cannot be returned or exchanged.
Goods must be returned within 28 days for refund or exchange (from receipt of goods), in their original condition (including packaging) 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 we recommend to use recorded post. 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 10 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.
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Delivery
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If you're not in, DPD can leave your parcel somewhere safe at the delivery address, deliver it to your neighbour, drop it off at your local shop or change the delivery date. You will need to let DPD know directly here or via the text/email they send you before delivery. We cannot add directions for the couriers or safe place locations when shipping items. This has to come from the customer.
It is the customers own risk to leave items in a safe place.
You will be given an hours time slot on the day of delivery. You can't change your time slot.
London Luggage deliver to Mainland UK and Northern Ireland. We use Royal Mail and DPD delivery services.
Delivery to our Mainland UK customers via DPD or any other delivery service is weekdays only, from 9am to 5pm.
* Items and packages weighing up to 1 kg are usually sent via Royal Mail 48hour post (recorded delivery), and can take between 1 and 5 days working to reach their destination from leaving our premises.
* Items and packages weighing more than 1 kg are usually sent via DPD delivery service and take between 1 and 4 working days from leaving our premises to reach their destination in the UK. In most cases you will receive your item on the next working day.
* Delivery to customers via DPD is between Monday and Friday, from 9am to 5pm.
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Address for Delivery
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Please make sure that there will be someone at that address to receive and sign for the delivery, enabling us and our delivery service providers to get the item(s) to you. In the interests of security and for the protection of genuine customers as well as ourselves we reserve the right to deliver goods ordered to the card holder’s billing address even if an alternative address for delivery has been given.
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Notes
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1. The office is closed at weekends and bank holidays. All products ordered over this period will be processed on the Monday (or day after bank holiday) following the order being placed.
2. Under normal circumstances and for packages sent by parcel delivery service (e.g. DPD) our delivery partner will attempt to deliver the goods twice. If after the second attempt delivery cannot be completed the package will be at the delivery partners local branch (usually a calling card with branch details will be left for you by the delivery driver), and the customer will need to contact the branch or visit personally to collect the package. Should it be necessary for our delivery partner to attempt delivery a third or more times an extra charge will apply, and we can only authorise further delivery attempts once the customer has agreed to accept the charge.
3. Should our delivery partner return packages to us as undelivered, and delivery is still required after a charge will apply, and we will only be able to re-deliver the package once the customer has agreed to the charge.
4. In exceptional circumstances customers sometimes request that the package or packages be left for them unsigned for and in a specified location (e.g. garden shed, porch, garage, etc.). Our delivery partners require our authorisation before this can be done, and can only be authorised by the customer (receiver), understanding that neither we nor our delivery partners can accept any responsibility or liability should the package or packages go missing.
5. Should a package fail to be delivered please report it to us by:
* Email: info@londonluggage.co.uk
We will do all we can to help but please note that as advised by DPD we must allow a period of three weeks from the expected delivery date (and be advised by DPD that the package is irretrievably lost) before any action such as sending a replacement item(s) or cancelling the order and processing a refund can be made.
6. Should a package be returned to us undelivered due to the delivery service not being able to deliver for reasons outside their control, or the intended recipient informing the delivery service that the package should be returned to sender, we reserve the right to deduct the cost of outgoing and return delivery/postage costs from any refund.
7. In the interests of security and for the protection of genuine customers as well as ourselves we reserve the right to deliver goods ordered to the card holder’s billing address even if an alternative address for delivery has been given.
8. Change of Delivery Address after Dispatch of Goods: Should it be necessary to change the address for delivery of packages dispatched via Business Post after the package has left our premises (e.g. to re-direct delivery to a work- place or any other address) an extra charge will be incurred. Please contact us as quickly as you can by email to: info@LondonLuggage.co.uk, if a change of delivery address after dispatch is required. We will advise you of the charge and can only instruct the delivery service to amend the delivery address once you have given your approval of the charge. The re-direct facility is available only with our express package delivery service providers and not with Royal Mail.
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Tracking
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We will provide you with a tracking number as soon as your order has been dispatched. Once goods ordered have left our premises delivery becomes the responsibility of the carrier/parcel delivery company or postal service used. LondonLuggage.co.uk cannot be held responsible for late, delayed or non-delivery of goods ordered and we will do all that we can to deal promptly and efficiently with any delivery problems our customers report to us so that items ordered are delivered as quickly as possible.
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Personalised Items
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Personalised items cannot be returned or exchanged online or in store.
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Voucher Codes
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Please note: when signing up for a generic voucher code, you are only eligible to use this on your first order. Once you have used your voucher code which has been sent to you, you are not able to re-use this. Any attempt to do so will result in your order not being processed.
Also, if you have previously ordered an item and then sign up for, and use a voucher code, your order will not be processed.
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Complaints
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Should you feel you have any reason to make a complaint please send us an email by clicking here: info@londonluggage.co.uk
Any complaints made will be acknowledged as soon as they are received, and certainly within 5 working days. We will advise you of the time it will take to resolve any complaints, and we will keep you informed via email or by phone throughout the process.