Return Policy
⚠️ Important Notice
We do not offer free returns.
All return shipping costs are the responsibility of the customer.
1. Can I return my order?
Yes. You may return your order within 30 days of receipt.
This 30-day period is our extended store policy — it does not affect your statutory right to cancel within 14 days under UK consumer law.
To be eligible for a return:
- Items must be unused and in the same condition that you received them.
- All original packaging, tags, manuals and accessories must be included.
- Items must not show damage, wear or contamination beyond what is necessary to check their nature, characteristics and function.
For hygiene reasons, sealed goods (such as underwear, swimwear, cosmetics, or personal-care items) cannot be returned once unsealed, unless the item is faulty.
We reserve the right to refuse a return if the item shows signs of use or damage beyond normal inspection.
2. How to start a return
To start a return, please email us at support@livellalondon.uk and include:
- Your order number
- The reason for your return
- Photos if the item is damaged, defective or incorrect
- Your full name and delivery address
We will reply with the correct return instructions and the return address.
Please do not send your parcel to the sender’s address printed on the shipping label — this may cause delays or loss.
All return shipping costs are paid by the customer.
3. Your right to cancel
You have the right to cancel your order within 30 days of receiving your goods, for any reason and without justification.
To exercise your right to cancel, please email support@livellalondon.uk with a clear statement that you wish to withdraw from your purchase.
If your order has already been dispatched, you can still cancel. Simply refuse delivery or return the parcel once received, following the instructions above.
You must send the goods back within 30 days of informing us of your decision to cancel.
Return shipping costs are your responsibility unless the item is faulty or incorrect.
4. Refunds
If you cancel within 14 days or your return is approved under this policy:
- We will refund the product price and the cost of standard delivery (if paid).
- Refunds will be issued to your original payment method.
- We will process your refund within 14 days of receiving the goods back or of receiving proof that they have been sent — whichever occurs first.
- If the item has been handled beyond what is necessary to inspect its condition or function, we may make a deduction for loss in value.
Shipping upgrades (e.g. next-day or express delivery) are not refundable.
5. Faulty or damaged goods
If your item is faulty, damaged, or not as described, please contact us immediately at support@livellalondon.uk with your order number, photos and a short description.
Under the Consumer Rights Act 2015, you have:
- A 30-day short-term right to reject faulty goods for a full refund.
- After 30 days, the right to a repair or replacement.
- If repair or replacement is not possible, you may be entitled to a price reduction or refund.
These rights are in addition to your right to cancel under Section 3.
7. Processing time
We aim to inspect and process returns within 7 working days of receipt.
Refunds will appear in your account within up to 14 days after processing.
8. Exchanges
We currently do not offer direct exchanges.
If you would like a different product, please place a new order and return the original item in line with this policy.
9. Contact us
If you have any questions about returns, cancellations or refunds, please contact: