Delivery and Returns

At Louis & Henry, we prioritize providing exceptional value to our customers. That’s why we’ve made the decision to offer free standard delivery on all our products to addresses within the UK Mainland. We believe that customers shouldn’t have to bear extra costs for shipping. However, it’s important to note that our free delivery service does not extend to Northern Ireland, Ireland, Scottish Highlands, Islands, and Channel Islands. If you require delivery to these locations, please get in touch with us for a quotation. Additionally, deliveries to Scotland may have slightly longer lead times compared to standard delivery routes. For a more precise estimate of delivery times, feel free to reach out to our team.

Delivery Lead Times

Delivery times are given as an estimate only, and can vary or can occasionally be subject to manufacturer or delivery company delays. For deliveries within the UK, our standard shipping typically takes between 4 to 10 working days. While we strive to keep our stock information updated for each product available on our website, please note that some items may be in stock for immediate dispatch, while others may require pre-ordering or are made-to-order.

Please feel free to contact us to check on the status of your order at any time, or use your tracking number to check the current status for delivery.

If there are any delays with your delivery, we’ll make sure to keep you informed every step of the way. Should you need a more precise timeframe before making your purchase, please don’t hesitate to reach out to us. We’re here to assist you in any way we can.

Delivery

For larger and heavier items, the driver may require assistance from the customer upon delivery. Please note that delivery is limited to the ground floor only due to insurance requirements.

Unless you opt for our white glove or room delivery services for specific products, please note that installation is not included in our standard services. Additionally, our delivery service does not cover assembly or unpacking of items.

Once you confirm a delivery slot, it becomes your responsibility to ensure that you’ll be available to receive the goods. Failure to do so may result in a re-delivery charge being applied.

You’ll receive tracking details via email within 24 hours of your order being dispatched. If you haven’t received tracking details within 5 working days, please contact us at [email protected], and we’ll assist you promptly.

Damage & Faults

We kindly request that upon receiving a delivery, you thoroughly inspect the items before the delivery driver leaves. This ensures any potential damage can be identified promptly, facilitating easy return if necessary. In the event that you’re unable to inspect the goods upon delivery, you have up to 24 hours after signing for the goods to report any damages to us. Claims for damages reported outside this 24-hour window will regrettably be rejected. Please send clear photos of the damaged items to [email protected] so that we can open an insurance claim on your behalf.

Returns

Should you find yourself less than completely satisfied with your purchase, you have a window of 14 working days from the date of delivery to inform us via email at [email protected]. Upon approval from our returns team, you will then have an additional 14 days to send the item to the provided address. Please be aware that returns received after this specified period will not be eligible for a refund.

In the event you wish to return due to change of mind you will be responsible for the return freight charge to the supplied address.

If items are returned to us with transit damage caused by a courier arranged by the returning customer, unfortunately, we won’t be able to provide a refund. To prevent disappointment in such cases, we strongly advise customers to consider taking out transit insurance when arranging returns.

All items are quality control checked when returned before a refund is to be processed. All items returned must be unused and in their original inner and outer packaging. We reserve the right to charge a repackaging fee of up to 50% for items that require repackaging, which will be deducted from your refund.

Many of our pieces are crafted as ‘vintage-style,’ meticulously designed to evoke the charm of bygone eras. As part of this intentional design process, imperfections and fading are incorporated to enhance the furniture’s character. It’s important to note that these are deliberate effects meant to contribute to the overall style. Additionally, please keep in mind that colours may vary slightly from those depicted on our website or on different electronic screens.

We will process your refund within 14 calendar days of receiving your return. You will be sent a notification email once your refund has been processed.

We cannot accept returns on sale items or gift cards.

Cancellations & Refunds

Once you’ve placed an order, you have a 48-hour window to cancel it and request a refund.

If the item has already been dispatched, you’ll need to wait for it to be delivered and then initiate the returns process.

Orders cancelled after the initial 48-hour period may incur additional fees. If your order has already been dispatched, you, as the buyer, will be responsible for any return costs incurred. Please note that refunds can only be processed using the original payment method used for the order.

As per the United Kingdom Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013, if you reside within the UK, you have the right to cancel your order within 14 days from the delivery date to your selected address. Please note that this cancellation right does not apply to ‘Made To Order’ or personalized goods.

Custom & Exotic Products

Due to the bespoke nature of our hand-crafted custom décor, all sales are considered final, and we do not entertain requests for refunds or exchanges on these items. We kindly urge you to ensure your decision before placing an order with us. In the event that we have commenced the production process for your order and you opt to cancel, any expenses incurred by Louis & Henry for materials, permits, and administrative fees will be deducted from the total refund amount.

If we have already incurred expenses and ordered materials for your order, these costs will also be deducted from your refund due to their significant nature.

For return inquiries, please reach out to us at [email protected]. If your return is approved, we will provide you with detailed return instructions, including how and where to send your package. Please note that returns sent without prior authorization, unless the item is damaged upon arrival, will not be accepted, and you will not be eligible for a refund.

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