Return & Refund policy
We offer a 30-day return window from the date you receive your item, which exceeds the 14-day statutory right provided under the UK Consumer Contracts Regulations 2013. If 30 days have passed since delivery, unfortunately we are unable to accept a return request.
Eligibility
To qualify for a return, your item must be in the same condition as when it was delivered: unworn or unused, with all original tags still attached, and in its original packaging. A valid receipt or proof of purchase is also required.
How to Initiate a Return
To start a return, please get in touch with us at info@londonmary.com
If your request is approved, we will send you full instructions on how and where to send your parcel.
Please note that customers are responsible for arranging their own return shipment, obtaining a return shipping label, and covering all associated return shipping costs. We are unable to accept returns that have been sent without prior approval.
For any return-related questions, feel free to contact us at info@londonmary.com
Damages and Issues
Please inspect your order as soon as it arrives. If your item is defective, damaged, or incorrect, for example if you received the wrong product, please contact us as soon as possible so we can assess the situation and put things right. In cases involving damaged or incorrect items, return shipping costs will be covered by us.
Exceptions / Non-Returnable Items
Certain products are not eligible for return, including:
Perishable goods (such as food, flowers, or plants) Custom or personalised items Personal care products (such as beauty items) Hazardous materials, flammable liquids, or gases
Sale items and gift cards are not eligible for a standard return. However, if a sale item arrives defective, damaged, or incorrect, you retain your full statutory rights under the Consumer Rights Act 2015 and may contact us to arrange a return or replacement.
If you are unsure whether your item is eligible for a return, please do not hesitate to contact us before sending anything back.
Exchanges
The quickest way to obtain a replacement item is to return your original purchase (provided it meets our return criteria) and place a new order separately once your return has been approved.
Refunds
Once we have received and inspected your returned item, we will notify you of whether your refund has been approved. If approved, the refund will be processed to your original payment method within 10 business days. Please be aware that your bank or card provider may require additional time to post the refund to your account.
If more than 15 business days have elapsed since your return was approved and you have yet to receive your refund, please contact us at info@londonmary.com
Contact Information
Store name: London Mary
Company name: Milo Mochi Co., LLC
Company address: 25 Prospect St, Watertown, Massachusetts 02472, United States
Warehouse address: 29 Cancell Rd, London SW9 6HP, United Kingdom
Company Registration Number: 41-4010122
Phone: +44 7916 695 736
Email: info@londonmary.com
You can also reach us directly through our Contact page.
Customer service hours:
Monday to Friday: 9am – 6pm (GMT)
Saturday and Sunday: Closed
We aim to respond to your inquiries within 24 hours.