FAQs

Welcome to the London & Taylor FAQ. Here you can find answers to the most frequently asked questions about orders, shipping, tracking, returns, refunds, exchanges, and payments.

If you cannot find the information you need, please contact us at info@londonandtaylor.com. We aim to respond within 24 hours.

Orders & Shipping

1. How long does delivery take?

Our estimated delivery timeframe is 7–10 business days from the date your order is placed.

This includes:

Order handling: 1–2 business days, Monday to Friday

Transit time: 6–8 business days, Monday to Friday

Please note that delivery times may occasionally be affected by carrier delays, public holidays, weather conditions, or other circumstances outside our control.

For further information, please visit our Shipping Policy.

2. Is shipping free?

Yes. We provide free shipping on all orders within the United States, with no minimum order value required.

3. Where do you ship?

We currently deliver to addresses within the United States only.

At present, London & Taylor does not offer international shipping.

4. When will my order be processed?

Orders are normally processed within 1–2 business days, Monday to Friday.

Our daily order cutoff time is 5:00 PM ET (Eastern Time).

Orders submitted after 5:00 PM ET will begin processing on the following business day, which may add one additional business day to the estimated delivery timeframe.

5. How can I track my order?

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking details.

You can use the tracking number provided to follow your delivery through the relevant carrier's tracking service or through our Order Tracking Page where available.

6. Which shipping carriers do you use?

Depending on your order and delivery address, your parcel may be shipped using one of the following carriers:

  • USPS

  • UPS

  • FedEx

The carrier selected for your order may vary depending on the destination and fulfilment requirements.

7. What should I do if my package is delayed or lost?

If your order appears to be delayed or lost, or you experience another delivery-related problem, please contact us at info@londonandtaylor.com.

Please include your order number and any relevant tracking details so that our customer service team can review the shipment and assist you.

8. What should I do if I receive a damaged, defective, or incorrect item?

Please contact us at info@londonandtaylor.com and provide your order number together with information about the issue.

If your item is incorrect, defective, or was damaged during delivery, you will not be responsible for the cost of return shipping.

Our customer service team will provide the appropriate return instructions.

Returns & Exchanges

9. What is your return policy?

We offer a 30-day return period.

You have 30 days from the date you receive your order to request a return.

To be eligible for a return, the product must be:

  • Unused

  • In its original condition

  • Returned in its original packaging

  • Returned with its original tags, accessories, documents, and included materials

For further information, please visit our Return & Refund Policy.

10. How do I return an item?

To begin a return:

1. Contact us
Email info@londonandtaylor.com with your order number and the reason for your return.

2. Prepare your item
Securely pack the product in its original packaging and include all original tags, accessories, documents, and other supplied materials.

3. Follow the return instructions
We will email you with return instructions. Please send the item back in accordance with the directions provided in your return authorisation.

Please do not send a return before contacting our customer service team.

11. Do I have to pay for return shipping?

This depends on the reason for the return.

Damaged, defective, or incorrect products:
You will not be charged for return shipping if you received the wrong product, the item was damaged in transit, or the item is otherwise defective.

Change of mind:
If you ordered the wrong product or size, the item does not fit, or you simply no longer wish to keep it, you are responsible for the actual cost of return shipping.

Original shipping charges are non-refundable.

12. Do you charge a restocking fee?

No. We do not charge a restocking fee.

Our restocking fee is $0.

13. Can I exchange an item?

Yes.

If you would like to exchange an eligible item for a different size, colour, or product, please contact us at info@londonandtaylor.com.

Our customer service team will assist you with the exchange process.

14. Are any products non-returnable?

Certain products may not qualify for return for hygiene or safety reasons.

Where a product is non-returnable, this will be clearly stated on the relevant product page.

Refunds

15. When will I receive my refund?

Once we receive your return, we will inspect the item to confirm that it meets our return requirements.

After the return has been approved, your refund will be issued to the original payment method.

It may take up to 7 business days for the refund to appear in your account after processing. The exact timeframe will depend on your bank or payment provider.

For further information, please visit our Return & Refund Policy.

16. Where will my refund be sent?

Approved refunds will normally be returned to the original payment method used when the order was placed.

The time required for the funds to appear in your account may vary depending on your bank or payment provider.

Payments

17. What payment methods do you accept?

We currently accept:

  • Visa

  • Mastercard

  • American Express

  • UnionPay

  • PayPal

  • Shop Pay

  • Apple Pay

  • Google Pay

Payment must be successfully completed before an order can be processed and dispatched.

For further information, please visit our Payment Policy.

18. Is my payment information secure?

Yes. We use secure checkout technology, SSL encryption, and trusted payment providers such as Shopify Payments and PayPal to process transactions.

London & Taylor does not directly store your complete credit or debit card details.

19. What currency are your prices displayed in?

Our store prices are shown in United States Dollars (USD) unless otherwise stated.

Where supported, prices may also be displayed in your local currency during checkout.

The final amount applicable to your order will be displayed before you complete your purchase.

20. Are there additional shipping charges at checkout?

No. Eligible orders delivered within the United States qualify for free shipping, with no minimum purchase amount required.

The applicable total for your order will be shown during checkout before payment is completed.

21. Can I use a discount code?

Yes.

Discount codes may be entered during checkout. Unless otherwise stated, one discount code may be applied per order.

22. Does London & Taylor store credit expire?

Store credit issued by London & Taylor is provided in the form of a digital gift card and does not expire.

23. What happens if my payment is declined?

If your payment is declined, unsuccessful, or cannot be authorised, your order will not be confirmed or processed.

You may need to use a different payment method or contact your bank or payment provider for further information.

For certain transactions, we may request additional information or verification as part of our fraud-prevention procedures.

Customer Service

24. How can I contact London & Taylor?

You can contact our customer service team by email:

Email: info@londonandtaylor.com

We aim to respond to enquiries within 24 hours.

25. What are your customer service hours?

Our customer service hours are:

Monday to Friday: 9:00 AM – 6:00 PM UK Time
Saturday and Sunday: Closed

Messages received outside our customer service hours will be reviewed as soon as possible during our next available business hours.

Still Have a Question?

If your question has not been answered above, please contact our customer service team at info@londonandtaylor.com.

Phone number: +44 7473961832

Please include your order number when contacting us about an existing order so that we can assist you more efficiently.

London & Taylor
Operated by S&S DotCom VOF
Prof. Johanna Westerdijkstraat 74
1171 KM Badhoevedorp, NH
Netherlands

Company Number: 42008203

Email: info@londonandtaylor.com
Phone number: +44 7473961832