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T London hopes that you will be delighted with your order. However, if for any reason you are not completely satisfied we are happy to offer a refund, exchange or replacement on all goods returned to us within fourteen days of your receipt of goods provided they are in their original, unopened and unused condition.

Items purchased online can only be returned or exchanged by following the 4 steps outlined below:

STEP 1

Please email our customer services team at customerservice@t-london.com to obtain a returns authorisation number (RAN). You will need to provide full details of your customer order number, which is provided in the documentation that arrives with your order, together with details of the items you wish to return.

Orders which have qualified for a free gift with a purchase and where all or part of the order is being returned for a refund, the free gift must also be returned in order for the credit to be performed.

Orders which have qualified for a free gift with a purchase and where all or part of the order is being returned for an exchange, the free product must also be returned in cases where the value/ type of the exchanged items no longer meets the criteria requirement to qualify for that promotion.

Where an order has qualified for a discount to be applied to a product this discount shall no longer apply if upon returning part of the order the resulting value is below the threshold for the discount to apply. The discounted products must therefore either be returned or they shall be charged at the full retail price.

STEP 2

Once you have received your RAN please print the form and include it in the return package. You also need to indicate on this form whether you would like a refund, replacement or exchange. Please remember that in order for the return to be processed you must ensure that the completed form is included with your return package and that the goods are wrapped securely in the same outer packaging in which you received them.

If the original packaging has been disposed of or is no longer suitable, goods must be wrapped in appropriate packaging to ensure that the goods arrive with us in their original condition. We reserve the right to refuse a refund/ exchange for damages caused by insufficient packaging.

STEP 3

Please return your package by recorded delivery (retaining your recorded delivery receipt as proof of postage).

STEP 4

All returned goods will be examined upon receipt as for reasons of hygiene we are unable to offer refunds, replacements or exchanges on any opened or used goods. We will process your return as quickly as possible and will notify you by email once your refund, replacement or exchange has been processed. During busy periods, please allow a maximum of 14 working days for your refund, replacement or exchange to be processed.

Your payment for the goods will be refunded by T London as soon as possible by the original payment method, no later than 14 working days after we have received the goods. Please note that delivery charges are not refunded. In addition to our returns policy you have the legal right to cancel your order within seven working days from the date of receipt of the goods if you send us a notice of cancellation in writing and return the goods to us in their original, unopened and unused condition. Where goods are delivered to a third party you may also exercise this right if you are able to return the goods to us in their original, unopened and unused condition.

Faulty/ Damaged Goods

If for any reason the goods you receive are faulty or damaged in any way we will be happy to exchange the items or offer a full refund. Please contact our Customer Service team at customerservice@t-london.com. The damaged product will be replaced with the same item as soon as possible. An alternative product will be offered in cases where stocks are no longer available.

Should a replacement not be required please notify us and we will refund the cost of the damaged products. Please note that it may be necessary to provide evidence of the damaged goods.

Where goods are believed to be faulty, please notify us of your intent to return the goods in writing by email. All goods believed to be faulty will be required for Quality Control Review. Once this item has been received, we will investigate which can take up to 14 working days to complete. Correspondence will be made directly with the customer.

Your statutory rights are not affected.

 

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OUR ETHICAL COMMITMENT

We take an ethical approach to our natural hotel amenities, their packaging and manufacture. That means you can trust them to be free from parabens, SLS/SLES, artificial colours and to contain only the highest quality botanical ingredients and the finest essential oils. We never test on animals.