Terms and Conditions
PLEASE READ THE FOLLOWING TERMS AND CONDITIONS OF USE OF THE WEBSITE (HEREINAFTER THE “TERMS OF USE”) CAREFULLY BEFORE USING THE WEBSITE.
The Terms and conditions govern the access to, and use of, the Website and the content and services available through the Website (“Services”).
Use of the Website and of the Services implies the full acceptance of these Terms and conditions and all guidelines and rules, including but not limited to the Privacy Policy referred to in Clause 14 (below), and acknowledgment of their relevant mandatory nature. When registering to use the Website and the Services, you will be asked to agree to be bound by these Terms and conditions. You are only authorized to use the Website and the Services if you agree to abide by all applicable laws and the terms of these Terms of Use and indicate your acceptance during the registration, or subscription, process. If you (“User”) do not agree to be bound by these Terms and conditions and to follow all applicable laws, you should not proceed with registering or using the Services.
Louis & Henry limited reserves the right, at its sole discretion, to modify these Terms and conditions from time to time. We will post the revised Terms and conditions on this Website and update the “Last Updated” date to reflect the date of the changes. Please consult these Terms and conditions regularly. The use of the Website and the Services after such modifications constitutes your full acceptance of the revised Terms and conditions. If you do not agree with the revised Terms and conditions, please stop using the Website and Services.
1. Imprint
1.1 The Website and its contents are designed, operated, and administered by Louis & Henry, an English Limited Company.
Registered Office: 11 The Green, Norton, County Durham, United Kingdom, TS20 1EJ
Company Number: 15289565
2. User Age
2.1 The Services are generally not intended for persons under the age of eighteen (18) years (or the age of majority of the individual’s relevant country). If you are under this age, please do not register for, or subscribe to, the Services. If we learn that you are under eighteen (18) years of age or any other majority age in your country (or fraudulently misrepresented your age during the registration process, if applicable), we will promptly cancel your registration, or subscription, if any, and stop providing you with the Services.
3. Registration and Subscription to the Services
3.1 You may register for, or subscribe to, our Services as available from time to time on the Website.
3.2 When registering for, or subscribing to, our Services you must provide accurate and true information. In the event of any change in the information you provided upon your registration or subscription, you agree to promptly inform us to ensure that you will receive our messages and that we will not in error contact third parties.
3.3 If you registered for a Service requiring prior authentication (e.g. Account, Wish list), you agree to notify us immediately if you suspect any unauthorized use of your account or access to your password. You are solely responsible for any and all use of your account attributable to you or by default in the protection of your password.
3.4 Without prejudice to other remedies provided by applicable law and under these Terms and conditions, in the event you fail to comply with the obligations under these Terms and conditions, Louis & Henry Limited will be entitled, at its sole discretion, to cancel your registration or subscription, and/or to block your account and/or deny, restrict, suspend, or terminate your access to the Website and to the Services.
4. Duration and Termination
4.1 Your registration for, or subscription to, one or more Services will be effective upon successful completion of the registration or subscription process.
4.2 These Terms and conditions, and any posted revision of these Terms and conditions, shall remain in full force and effect for the entire duration of your use of the Website or of the Services.
4.3 You may terminate your registration for, or subscription to, the Website at any time at your sole discretion without reason, by sending an e-mail to Info@louisandhenry.co.uk We will confirm to you the cancellation of your registration or subscription.
4.4 Louis & Henry Limited may immediately terminate your registration or subscription, or suspend it, at any time and at its sole discretion, in the event of any material breach by you of these Terms of Use, without prejudice to any other remedies provided by the applicable law. Louis & Henry Limited will notify you about the termination or suspension, as applicable, by e-mail or ordinary mail and your registration or subscription details will be deactivated.
5. Electronic Services
5.1 Certain parts of the Services may need to be provided through electronic communication channels (e.g. e-mail, SMS, phone).
5.2 You agree that we may contact you for Services-related issues by SMS, e-mail or other electronic technology and you acknowledge that, in some jurisdictions, use of the mobile services may result in charges imposed on you by your network provider and that you will be responsible for such charges.
6. Intellectual property rights
6.1 The terms “Website” and “material” refer, respectively, by way of example, to the software design, implementation and use of the Website, the layout, structure and organization of the contents of the Website, and to any material reproduced therein and / or made available to the public, including in particular the collection and organization of data and information, photographs, images, illustrations, texts, video clips, musical compositions, audio clips, designs, devices, logos, trademarks, distinctive elements so-called trade dress or any other material reproduced and / or made available through this Website (“Material”).
6.2 All materials on this Website, in whole and in part, including by way of example trademarks, domain names, designs and models, patents and copyright, unbranded and Louis & Henry product names and descriptions are protected and in the sole ownership of Louis & Henry Limited. All rights are reserved, worldwide.
6.3 All trademarks, trade names, logos and other distinctive designs and signs which are reproduced on the Website, whether registered or not, are trademarks or service marks of Louis & Henry Limited. All domain names used on the Website and / or connected to it are owned – or used with permission by Louis & Henry Limited, which manages them on a worldwide basis.
6.4 It is not permitted to reproduce (except where the reproduction is made for personal non-commercial use), publish, disclose, transmit, make available to the public, republish, distribute, display, remove, delete, add to, or otherwise modify, create and / or use derivative works from, or on any case works inspired to, sell or participate in any sale of, this Website, any of the material in this Website or related software, in whole and / or in part, in any form and / or manner, and for any purpose. If the downloading or the copying should be permitted by Louis & Henry Limited in writing, the user will not obtain any right, title or interest in any Material or software as a result of any such downloading or copying.
6.5 Louis & Henry Limited is fully committed to maintaining, enforcing and protecting its intellectual property rights throughout the world and to strongly fight against any infringement in order to ensure that its unique heritage be strongly preserved and fully respected. Any use which is not expressly permitted by these Terms of Use is prohibited. The lack of any remedy by Louis & Henry Limited whether in Court or out of Court does not mean acquiescence or tolerance of any violations of these Terms and conditions of the Website and / or breach of intellectual property rights of which Louis & Henry Limited has the ownership and / or availability.
7. Submitted material
7.1 You acknowledge and agree that any proposals, projects, ideas, concepts, photographs, contributions or any other content and material (with the exception of personal information) disclosed or sent to Louis & Henry Limited through this Website or by other means (the “Submitted Material”) is not considered confidential. By submitting the Submitted Material you grant to Louis & Henry Limited a royalty free, non-exclusive, worldwide right to copy, reproduce, publish, disclose, distribute or otherwise use, in whole or in part, the Submitted Material, for the entire term of protection thereof, for advertising, promotional or product development purposes.
7.2 Louis & Henry Limited is not required or will not be required in the future to:
(i) keep any Submitted Material confidential;
(ii) pay compensation for any use of the Submitted Material or in connection to it;
(iii) respond to the submission of Submitted Material and / or confirm the relevant receipt.
7.3 You declare and warrant that the Submitted Material does not violate any rights of third parties arising from the law and / or contract, including, by way of example, the rights related to the author, trademarks, patents, trade secrets, confidentiality and any other proprietary or personal rights.
7.4 By submitting the Submitted Materials, you acknowledge the right, but not the obligation, of Louis and Henry to copy, reproduce, publish, disclose, distribute or otherwise use such Submitted Material, or any part thereof, for any purpose, including, by way of example, advertising, promotional, product development or other commercial purposes, without in any case granting you or any third party the right to any compensation. You are and will be fully responsible for the content of any Submitted Material.
7.5 Louis & Henry Limited retains the right to reject or delete any Submitted Material for any or no reasons, including Submitted Material that in our judgment violates these Terms and conditions or which may be offensive, illegal or violate the rights of any person or entity, or harm or threaten the safety of any person or entity.
8. Links to other sites
8.1 This Website may contain links to other websites. Louis & Henry Limited has no control over such websites and will not be responsible or liable for any accessibility of third party websites or for their content.
8.2 Hyperlinks to other websites and references to information, products or services of third parties linked to this Website do not constitute, and should not be interpreted, in any way, as an endorsement by Louis & Henry of such websites, information, products or services. Any question or comment related to these websites must be addressed to the relevant operators.
8.3 You are not permitted to frame this Website on any other website or to link to any part or section of the Website and / or to the Material, in whole or in part, without prior written consent of Louis & Henry Limited.
9. Authenticity & Branding
9. Authenticity & Branding
9.1 All products branded “Louis & Henry” or “LH” and promoted through our Website are crafted with high-quality materials. We ensure that all manufacturing, design, and production processes are carried out exclusively within the United Kingdom. Any references to origin, materials, or branding are accurate and verifiable.
9.2 We maintain a strict zero-tolerance policy towards counterfeit goods. If you suspect that a product purchased through our platform is counterfeit or tampered with, you must immediately report it to our customer service for investigation. Failure to do so within a reasonable timeframe may affect your eligibility for recourse.
9.3 We guarantee the authenticity of every product sold on our platform. All items are sourced directly from authorized distributors, manufacturers, or trusted suppliers, and undergo thorough quality control checks to ensure they meet our standards. Please note that certain products may feature third-party supplier branding or packaging, which may differ from Louis & Henry’s own branding. Such variations do not affect the authenticity or quality of the product.
9.4 Please note that some product names displayed on our site are created by Louis & Henry for presentation purposes only. These names do not correspond to the original brand’s product names and are solely used for our own catalogue and aesthetic display. They are not intended to imply any direct relationship with or endorsement by the original brands.
9.5 To further protect our customers, our team carries out comprehensive authenticity verification procedures on all products before they are listed for sale. We employ industry-standard methods, advanced technologies, and partner with specialized third-party verification services to confirm that every item meets our strict authenticity criteria. Louis & Henry cannot be held responsible for counterfeit claims arising from unauthorized resellers or third-party marketplaces.
9.6 By purchasing from our Website, you agree that any suspicion of counterfeit goods must be reported promptly. We reserve the right to investigate claims and take appropriate action, including but not limited to, offering refunds, replacements, or reporting fraudulent activity to the relevant authorities.
10. Exclusion of warranties
10.1 To the maximum extent permitted by law, this website, its contents, and services are provided free of charge on an “as is” and “as available” basis. Louis & Henry provides no warranty or guarantee in connection with this website, its content, or services, including, by way of example, that it will always be available, without interruption or errors in functioning, or that it will be safe from malicious programs (such as viruses, bugs, malware, or similar), or that it is suitable for any particular purposes, and expressly declines any such warranties.
10.2 Louis & Henry Limited works to ensure that the information made available through the website is accurate and up to date. However, Louis & Henry Limited cannot guarantee the accuracy of such information or that such information is free from errors or omissions, and Louis & Henry makes no warranty, and shall have no liability, in respect of the same. Louis & Henry reserves the right to update and/or correct the contents of the website at any time without notice and without any liability.
11. Limitation of liability
11.1 Some countries do not allow all or part of the following limitations or exclusions of liability, and, if required by applicable law, the contents of this section may not apply to you.
11.2 As the service is provided free of charge, you are responsible for evaluating the information and content obtained through the website. By using the website, you undertake all risks connected to the relevant use and to take full responsibility for any failure in the use, loss of data, and costs associated with all necessary service and maintenance of hardware and/or software used in connection with the website.
11.3 To the maximum extent permitted by applicable law, you also undertake not to hold us, our licensors, service providers, agents, officers, or directors, liable, in any way, for any possible damages including, without limitation, direct or indirect, special, incidental, or consequential damages, losses or expenses arising or resulting from the use of this website, the services, its contents or related to it, or any linked site or use thereof or inability to use by any party, or in connection with any failure of performance, error, omission, interruption, defect, delay in operation or transmission, computer virus or line or system failure, even if they are advised of the possibility of such damages, losses or expenses.
11.4 It is understood that nothing in these terms of use shall exclude or limit: (I) our liability in case of death or personal injury resulting from our wilful intent; and/or; (II) our liability in case of fraud, fraudulent misrepresentation or gross negligence; and/or (III) any other liability that cannot be excluded or limited by applicable law.
11.5 Should such limitation of liability be contested and ascertained, the liability of Louis & Henry Limited is under any event limited to GBP 75.00 (Seventy Five).
12. Indemnity
12.1 If permitted under applicable law, you agree to indemnify and hold us, and each of our subsidiaries and affiliates, and their respective officers, agents, partners and employees, harmless from any loss, liability, claim, or demand, including reasonable solicitor’ fees, made by any third party due to or arising out of your use of the Website and the Services in violation of these Terms and conditions and/or arising from a breach of these Terms and conditions and/or any breach of your representations and warranties set forth herein and/or if any Submitted Material that is transmitted through the Services causes our liability to a third party.
13. Governing Law
13.1 These Terms and conditions and any non-contractual obligations arising out of or in relation to the Terms of Use shall be governed by and will be interpreted in accordance with UK laws (without regard to its conflict of law provisions), except otherwise provided under mandatory local legislation of your place of residence.
All disputes arising out of or relating to these Terms and conditions or any non-contractual obligations arising out of or relating to the Terms and conditions shall be submitted to the exclusive jurisdiction of UK courts or the jurisdiction of the courts of your place of residence, if so provided under the applicable law.
14. Privacy
14.1 Before uploading or providing any personal data to this Website please read carefully the Privacy Policy, which is available by clicking here. Unless an opt-in is required under the applicable data protection law(s), by uploading or providing any personal data to the Website you agree to be bound by our Privacy Policy.
General Conditions of Sale
1. General provisions
1.1 These general conditions of sale (“General Conditions”) apply to all sales of Louis & Henry products (“Products” or “Product”) through the www.louisandhenry.co.uk (”Website”).
1.2 The sale of Products under these General Conditions is only available to consumers (“Clients” or “Client”), being natural persons acting for purposes extraneous to their trade, business, craft and profession, aged over 18, for their personal use. Consequently, by placing an order on the Website, Clients agree and warrant that they do not make the relevant purchase in connection with any dealings or transactions with entities or individuals under UN, US or EU sanctions or to be brought back to North Korea or Syria.
1.3 The language used to enter any contract of sale through this Website is English.
1.4 Clients are required to read carefully these General Conditions, which are available on the Website to enable Clients to acknowledge, store and reproduce them. A copy of the General Conditions will be sent to the Client by Louis & Henry according to Section 5.10 below. Contracts of sale executed with Clients will be archived by Louis & Henry Limited for the retention period required by applicable law.
2. Identification of the vendor
2.1 The vendor is Louis & Henry Limited, with a registered office in Central London, 128 City Road, EC1V 2NX, UK.
3. Information on Products and their availability
3.1 Information on Products (along with the relevant Product codes) and relevant prices are available on the Website.
3.2 Some Products available on the Website are a selection of items normally available in stores; however, Louis & Henry Limited does not provide any warranty to the Client relating to the availability in the stores outside of Louis & Henry Limited of the Products available in the Website. Pictures of the Products displayed on the Website may not correspond to their actual appearance; This certainly applies with custom made products. Each custom made product is unique and one of a kind and is likely to show minor differences, the Client shall therefore rely exclusively on the description of the Product and their characteristics as mentioned in the Website.
3.3 Louis & Henry Limited reserves the right at any time to limit quantities and/or type of Products available in the Website. The style, models and colours of the Products described on the Website may be changed without notice. During the purchasing process, an automatic response will inform the Client if the order cannot be processed due to the unavailability of the ordered Product; Louis & Henry Limited is not liable towards the Client in case of unavailability of the Product prior to the execution of the contract.
3.4 The maximum number of pieces for each Product included by the Client in the order proposal is three pieces.
3.5 In no case Louis & Henry Limited shall be liable for errors occurred due to failure of the Client’s connection to the Website.
4. Price & Payment
4.1 The prices of the Products are listed on the Website in GBP (British Pounds) and include all applicable taxes and charges. Any additional delivery costs, if applicable, will be added to the price of the Products and will be clearly indicated on the order form before checkout. For international orders, customs duties, taxes, or other charges may apply, and these are the responsibility of the buyer. Please consult with your local customs authorities for more information. Louis & Henry Limited is not responsible for covering any such additional costs.
4.2 While Louis & Henry Limited makes every effort to ensure the accuracy of prices displayed on the Website, we cannot guarantee the absence of pricing errors. In the event that an incorrect price is identified, Louis & Henry Limited reserves the right to refuse or cancel any orders placed for the incorrectly priced product. In such cases, we will notify the Client and offer the option to purchase the product at the correct price. If the pricing error is discovered after the order has been accepted, we will give the Client the opportunity to cancel the order without penalty.
4.3 Louis & Henry Limited does not offer a price match guarantee. We cannot provide refunds or price adjustments if a product is found at a lower price elsewhere, whether before or after the purchase. Our pricing structure reflects our commitment to offering premium quality products and building a sustainable company. We continuously strive to deliver excellence, and as a result, some prices may be higher or lower than other retailers or platforms. We believe in the value of our products, which are carefully sourced and curated to ensure superior quality and service.
5. Execution of the Contract
5.1 The essential characteristics and the price of each Product are displayed on the Website. The information displayed on the Website does not represent an offer by Louis & Henry Limited.
5.2 Before submitting an order through the Website, Client shall read carefully all the instructions provided during the purchase procedure (also with regard to the delivery charges, the right of withdrawal conditions and the privacy policy statement), along with these terms and conditions.
5.3 To purchase a Product Client must
(i) include the selected Product in the ”Shopping Bag” by clicking on the relevant button,
(ii) fill in the order proposal,
(iii) select the payment method,
(iv) accept the General Conditions/terms & conditions and (v) send the order proposal to Louis & Henry through the Website.
5.4 Sending of the order constitutes a proposal to purchase the selected Product, regulated under these terms & conditions and binding for the Client with no prejudice to the withdrawal right under Section 10 . The sending of the order proposal by the Client entails the obligation of the latter to pay the price of the ordered Product.
5.5 Any error/change in data entered by the Client in the order proposal may be validated by the latter, following the process described on the Website, before sending the order proposal (by way of example: Client may change the quantity of Products that they intend to purchase by adding or removing one or more Products from their ”Shopping Bag”).
5.6 The order proposal and the Client’s data related to that order proposal will be kept by Louis Henry for the period required by applicable legislation, as provided under the privacy policy. On the base of Louis & Henry legitimate interest we can use personal data provided by You to make a purchase as a Guest to make a classification of our Guest profiles with reference to the amount of the purchases, purchases frequency, number and type of product purchased, country of billing and shipping, returns made.
5.7 An order proposal may be refused by Louis & Henry within 30 days of receipt of the same. In that case, no consideration shall be due by the Client to Louis & Henry Limited, Louis & Henry Limited may refuse an order proposal in the following events (by way of example but without limitation):
(i) the Products are not available (with no prejudice to the provision set out under Section 3.3); or
(ii) a reported, or suspected, fraudulent or illegal activities, including suspected purchases for commercial purposes; or
(iii) the Client has not fulfilled his/her obligations deriving from a prior contract executed with Louis & Henry.
5.8 The contract between Louis & Henry and the Client is executed upon receipt by the Client of the acceptance by Louis & Henry of the order proposal (“Order Confirmation”). The acceptance (or the refusal) by Louis & Henry shall be sent to the Client via e-mail at the address provided by the Client in the order proposal.
5.9 In case of unavailability of one or more of the Products, the Client will receive an email duly informing him about the unavailability of the Products. In this case the order proposal will be cancelled or partially accepted just in relation to the available Products. In case of partial acceptance, the Client shall pay (or shall be charged, in case of payment through the credit card) only the price of the available Products.
5.10 The Order Confirmation will include a summary of the essential characteristics of the purchased Products, a detailed indication of the price and means of payment, information on delivery charges, if any, information on the conditions and methods to exercise the right of withdrawal, including information on the exclusion of the right of withdrawal for personalized Products, the address to which complaints may be addressed, information on support services and on existing commercial terms, if any, and a copy of these Terms and Conditions.
5.11 Once the Order Confirmation is sent to the Client, the order cannot be cancelled or modified. Dispatched Products can however be returned as set out in Section 10 below.
5.12 The risk of loss of or damage to the Products shall pass to the Client when the Client (or a third party indicated by the Client and other than the carrier) has acquired the physical possession of the Products.
6. Method of payment
6.1 Payment of the price of the Products included in the order proposal and the relevant delivery charges, if any, shall be paid by the Client by credit/debit card or by bank transfer. As the purchaser, the Client represents and warrants to have legally obtained the funds used to pay the price of the Products included in the order proposal (and the relevant delivery charges, if any) and not to be engaged in any transaction designed to conceal the identity, source or destination of the funds with which the Client pays the price of the ordered Products (and the relevant delivery charges, if any).
6.2 Louis & Henry Limited accepts payments made with the following credit cards: Visa, MasterCard, Maestro, American Express, Diners Club.
6.3 The transactions will be debited from the Client’s credit card only after:
(i) the credit card data has been verified;
(ii) the authorization to debit the card has been received from the issuer of the card used by the Client, and
(iii) the availability of the Product has been confirmed by Louis & Henry Limited.
6.4 In some instances (as, for example, for the purchase of personalized Products) that will be notified to the Client before the latter is able to submit the order proposal, the transaction will be debited from the Client’s credit card only after:
(I) the credit card data has been verified.
(ii) the authorization to debit the card has been received from the issuer of the card used by the Client.
6.5 Except as provided for in Section 6.4, no debit shall be made at the moment of transmission of the order proposal, with the exception of the temporary charge necessary to check the credit card’s validity, if any. It is understood that once the order is executed, the said temporary charge will be cancelled and replaced just by the amount due by the Client. Moreover, also in case the order is cancelled this temporary charge will be definitely cancelled as well.
6.6 Louis & Henry Limited also accepts payments made by bank transfer upon request. Any costs and expenses, including bank charges, associated with the bank transfer shall be borne by the Client. Payment is due within, and not later than, 7 (seven) working days from the date of the Order Confirmation.
6.7 In the event that, for any reason, it is impossible to debit the amount due by the Client (or to have the cleared funds received on Louis & Henry`s bank account, in case of bank transfer) within the due deadline (see Section 6.6 above), the contract will not be executed and the order will be cancelled.
6.8 For each order, Louis & Henry Limited shall invoice the Products by email or by post to the Client, pursuant to the applicable laws and regulations. The invoice will be based upon the information provided by the Client at the time of the order. No alterations to the invoice are possible after the invoice has been issued.
6.7 Products payed for using PayPal Payments (buy now pay later) will not be shipped until cleared amounts are shown in our bank account.
7. Transport and Delivery
7.1 The purchased products will be delivered by a courier service selected by Louis & Henry Limited (“Courier”) or, where applicable, a courier service chosen by our suppliers. Products will be delivered to the address provided by the Client in the order proposal. Please note, Louis & Henry Limited does not deliver to PO Boxes.
7.2 Except in cases of force majeure or unforeseeable circumstances, we aim to deliver products within 30 (thirty) days from the date specified in the product description. For more information, please refer to our Delivery Policy. If delivery has not occurred within this timeframe, please contact customer services at customer.services@louisandhenry.co.uk, and we will provide an update on your order status.
7.3 Some products, which are not held in stock by Louis & Henry Limited, will be shipped directly from our suppliers. In these instances, the supplier will manage the shipping process, and any returns must be sent directly to the original supplier that dispatched your product. Louis & Henry Limited will provide return instructions if applicable, but the Client is responsible for ensuring that the product is returned to the appropriate supplier.
7.4 Upon delivery by the Courier, the Client (or their representative) is required to:
(i) Verify that the number of items delivered matches the quantity listed on the delivery note;
(ii) Check that the packaging and contents are intact, undamaged, dry, and have not been tampered with in any way;
(iii) Sign the delivery note; and
(iv) If requested by the Courier, present valid identification.
Any damage to the packaging or products, or discrepancies in the number of items or accompanying documentation, must be noted in writing on the Courier’s delivery note at the time of receipt. Except as permitted by applicable law, once the Client has signed the Courier’s delivery document without raising any concerns, the Client waives any right to contest the external condition of the parcel. However, the Client retains the right to raise objections regarding the condition of the products in accordance with the provisions set forth under Section 13 below.
7.5 Delivery charges, if applicable, are the responsibility of the Client and will be clearly indicated separately on the order form and invoice.
7.6 Claim Eligibility: For any damage claims to be valid, you must retain the original packaging, protective materials, accessories, and manuals. Claims will not be accepted if the product has been used or installed, or if the original packaging has been discarded.
7.7 Notification of Damage: If you notice any damage after accepting the package, please contact us immediately to report the issue. Claims submitted after the delivery has been signed for without noting any damage onto delivery note may not be eligible for compensation.
7.8 The lead times (estimated delivery times) displayed on product pages are for reference only. Actual delivery times may vary depending on circumstances such as location and availability.
7.9 Certain remote postcodes and areas, including but not limited to PH, KW, PA, and all Scottish Islands, incur an additional delivery surcharge of £24.00, regardless of order value. Delivery to these areas may take an additional 7 to 14 days. Louis & Henry Limited does not deliver to Remote Scotland, Northern Ireland, Ireland, Offshore Islands, or the following postcodes: AB, KW, BT, GY, HS, IM, IV, JE, PO (30-41), PA, PH, ZE.
7.10 Delivery timescales (lead times) are estimated based on stock availability and product status. All products on our Website indicate an estimated delivery timeframe. Items requiring special finishes or made-to-order products may take between 6 to 8 weeks or, in some cases, longer. If you have ordered multiple items with different delivery timescales, the longest delivery estimate will apply to your entire order.
7.11 The Client is responsible for the shipping and return costs of any products. Any reduction in the value of returned products due to handling that exceeds what is necessary to establish the nature, characteristics, or functioning of the product will be the sole responsibility of the Client. In such cases, the Client will be required to compensate Louis & Henry Limited for the diminished value.
7.12 At Louis & Henry, we strive to deliver your orders promptly and within the estimated timeframes provided. However, there are instances where factors beyond our control may cause unavoidable delays. By placing an order with us, you acknowledge and agree to the following delivery policy regarding external factors:
- Weather Conditions: Severe weather, such as snowstorms, hurricanes, and floods, may impact delivery times. Our commitment to safety requires us to delay deliveries during these events to protect our logistics partners and customers.
- Public Safety and Government Mandates: Situations requiring mandatory evacuations, curfews, or other government restrictions may disrupt delivery services. We will comply with all official safety protocols, which may result in delays beyond our control.
- Natural Disasters and Unforeseen Emergencies: Events such as earthquakes, pandemics, or other large-scale emergencies can impact our ability to deliver on time. We will prioritize your order as soon as conditions allow safe and feasible delivery.
- Courier and Supply Chain Delays: Occasionally, disruptions in courier networks or supply chains can extend delivery times. While we work closely with our partners to minimize such delays, they may still occur.
Due to these possible disruptions, we cannot offer refunds based solely on delivery delays caused by these circumstances. We value your patience and understanding during these times and will keep you informed of any impacts on your order.
8. Dispatching and delivery confirmation
8.1 In most cases, Louis & Henry Limited will send the Client a shipping confirmation and tracking ID via email once the Products have been dispatched. This email will include details about the expected delivery timeframe. Following delivery, the Client will receive an additional email confirming that the Products have been successfully delivered. Please note that while we strive to provide timely notifications, Louis & Henry Limited is not responsible for any delays in the delivery process or for issues arising from the Client’s email provider, including undelivered or misdirected emails, or any complications with internal or external mailing systems.
9. Wrapping or packaging
9.1 Products purchased from the Website will be delivered in standard packaging or in packaging that reflects the branding of the respective manufacturers or suppliers, which may not include Louis & Henry branding. By purchasing from our Website, you acknowledge and agree that receipt of items in packaging from other brands or suppliers is acceptable and does not constitute a basis for a return, exchange, or complaint. Louis & Henry Limited does not disclose the original brand or manufacturer names of products on our site, and we are not responsible for the appearance or branding of third-party packaging.
10. Right of withdrawal
10.1 The Client has the right to withdraw from the contract with no reason within 14 (fourteen) days from the date in which the Client (or the representative duly authorized to receive the Products) obtains the physical possession of the Products and in case of partial deliveries, the last Product.
10.2 Within 14 (fourteen) days of communicating the withdrawal, the Client must return the purchased Products to the provided address. The deadline is considered met if the Client dispatches the goods within this period. To initiate a return, the Client should contact customer.services@louisandhenry.co.uk to begin the process. All costs associated with returning the Products, including delivery costs, customs charges, and payment processing fees, shall be borne by the Client. These costs will be deducted from any refund or credit note issued for the returned items. If you change your mind after purchasing, you must wait for the product to be delivered before starting the return process.
The Products shall be returned in their original condition, unaltered, unused, undamaged and with original tags and labels attached. In the event of any diminished value of the Products resulting from the handling of the goods by the Client other than what is necessary to establish the nature, characteristics and functioning of the goods, Louis & Henry reserves the right to refuse the return of the Products. The Client shall only be liable for any diminished value of the Products resulting from the handling of the goods other than what is necessary to establish the nature, characteristics and functioning of the goods.
10.3 Louis & Henry Limited shall reimburse all payments received from the Client, excluding original delivery costs, customs charges, and any payment processing fees incurred by us. For most European countries, including Ireland, a charge of £195 will be deducted from the total amount. Reimbursement will be processed within 14 (fourteen) days of Louis & Henry or their original suppliers receiving the returned Products. Credit notes will only be issued once the Products have been inspected and approved. All reimbursements shall be provided in the form of credit notes.
11. Personalized Products
11.1 The right of withdrawal does not apply to orders for personalised & Custom Products, such as, for example, those with the Client’s initials engraved on the Products or any orders placed for products that include exotic skins, diamonds, gems or precious metals. Any costs payed out by Louis & Henry Limited including, applications for cites import/export certificates will be deducted from any refunds given, if any.
12. Replacement of Products
12.1 Without prejudice to the Client’s rights according to Sections 10 and 13, and with the exception of personalized Products, Louis & Henry allows in any case the Client to replace Products purchased on the Website, pursuant to the following procedure:
(I) within 14 (fourteen) days of receipt of the Products, the Client shall contact Info@louisandhenry.co.uk
12.2 The Products shall be returned in their original condition, unaltered, unused, undamaged and with original tags and labels attached. In the event of any diminished value of the Products resulting from the handling of the goods by the Client other than what is necessary to establish the nature, characteristics and functioning of the goods, Louis & Henry Limited reserves the right to refuse the exchange of the Products. The Client shall only be liable for any diminished value of the Products resulting from the handling of the goods other than what is necessary to establish the nature, characteristics and functioning of the goods.
12.3 The amount paid by the Client shall be reimbursed by Louis & Henry through the same payment method used for the initial purchase or in the form of a credit note. This reimbursement will occur within 14 (fourteen) days after the returned Products have been delivered to the specified address, provided that the return is accepted.
13. Lack of conformity
13.1 If a Product sold by Louis & Henry has manufacturing defects or an alleged lack of conformity, the Client will contact the online support by email to the following addresses: info@louisandhenry.co.uk
13.2 The Client has the right to have the Products brought into conformity, free of charge, by repair or replacement (provided that the Client is entitled to select whether having the Product repaired or replaced within the limits provided by the law), or, in case of failure of one of the remedies above, to have an appropriate reduction in the price of the Products, or the contract cancelled. In any event, actions intended to assert a lack of conformity not maliciously concealed by Louis & Henry shall automatically lapse 6 (six) years after the delivery of the Products.
13.3 In the event the Client is seeking the Product to be repaired or replaced due to lack of conformity pursuant to this Section 13, delivery costs for returning the Product to be repaired or replaced shall be borne by Louis & Henry as well as any costs related to the delivery to the Client of the repaired or replacing Product.
14. Guarantee of authenticity and intellectual property rights
14.1 Louis & Henry Limited guarantees the authenticity of all Products purchased on the Website. Products bearing the Louis & Henry Limited branding are customized with high quality, expensive materials, are designed by artisans, and are all rigorously made in the United Kingdom.
14.2 The “Louis & Henry” trademark, the set of figurative and and/or shape marks present in the Products, the relevant accessories and/or packaging, together with all the illustrations, images and places protected by copyright, and more generally all the intellectual property rights relating to the Products, are and remain the exclusive property of Louis & Henry.
15. Returns Policy
1. General Policy 1.1. Our goal is to ensure your complete satisfaction with your purchase. If you are not satisfied with your order, you may return the product under the conditions outlined in this document.
1.2. This Return Policy applies to all products purchased directly from Louis and Henry Limited.
1.3. To be eligible for a return or credit note, items must be in their original condition, unused, and with all original packaging and tags attached.
2 Returns must be initiated within 14 days from the date of purchase or delivery, depending on the product type and reason for return.
2.1. The following items are not eligible for returns:
- Perishable goods (e.g., food, flowers)
- Custom-made or personalized items
- Original Art and Sculptures
- Downloadable software and digital products
- Gift cards
- We do not accept returns for items purchased during promotional sales, seasonal sales, discounts, or with the use of codes, as well as clearance items. All such sales are final.
2.3. To initiate a return, please contact our Customer Service team at customer.services@louisandhenry.co.uk with your order number and reason for return.
3. Return Process
3.1. Once your return request is approved, you will receive a Return Authorization (RA) number along with instructions for returning the item, including the delivery address for the warehouse from which the item was originally shipped. Our suppliers’ warehouses are located throughout Europe. A fee of £195 will be deducted from the total return cost, including items that were originally sent with free delivery. All return shipping costs must be borne by the customer.
3.2. The RA number must be clearly marked on the return package. Returns without an RA number may be rejected.
3.3. Return shipping costs are the responsibility of the customer unless the return is due to an error on our part (e.g., wrong item shipped, defective product).
3.4. We recommend using a trackable shipping service or purchasing shipping insurance for returns, as we are not responsible for items lost or damaged during transit.
4. Inspection and Processing of Returns
4.1. Upon receipt of the returned item, we will inspect it to ensure it meets the eligibility criteria outlined in Section 2.
4.2. If the return is approved, we will process your refund or issue a credit note within 28 business days.
4.3. Refunds will be issued to the original payment method. If a credit note is issued, it will be issued in the form of a store credit and will be valid for 12 months from the date of issue.
4.4 Claims for Damaged Products:
If you receive a damaged product, it’s important to report it as soon as possible, and no later than 24 hours after delivery. This timeframe is necessary for coverage for insurance purposes.
For any damage incurred during transit—such as dents, scratches, or breakages—please ensure you note this on the delivery receipt. Failing to do so means that by signing the delivery note, you agree that the item was received in good condition, and the transport company will not be liable for any damage.
Additionally, if any items are missing from your order, this must also be noted on the delivery receipt. If this is not indicated, the transport company cannot be held accountable for any discrepancies or lost items.
To report any damage caused during transit, please contact us at customer.services@louisandhenry.com within 24 hours of receipt. Be sure to include photographs of the damage in your email, as we cannot process claims without them.
Louis & Henry reserves the right to decline returns if these procedures are not followed.
5. Exchanges 5.1. We do not offer direct exchanges. If you would like to exchange a product, please return the original item for a credit note and place a new order.
6. Credit Notes 6.1. Credit notes are issued at our discretion and are non-transferable.
6.2. Credit notes must be used within 12 months from the date of issue and can only be applied to purchases from Louis and Henry.
6.3. Credit notes cannot be redeemed for cash and may not be applied to past purchases or used in conjunction with other promotions, discounts, or offers.
7. Changes to the Return Policy 7.1. We reserve the right to modify or update this Return Policy at any time. Any changes will be effective upon posting on our website, and it is your responsibility to review these terms periodically.
7.2. Continued use of our services after any such changes shall constitute your consent to such changes.
8. How to make a Return
Returns Policy:
To initiate a return for a product with a manufacturing defect, please email us at Returns@louisandhenry.co.uk Include your order number, the affected product(s), and a detailed description of the defects.
Upon receiving your request, we will provide you with the delivery address or coordinate the collection of the items to be returned, depending on the suppliers involved, as well as the reasons for the return, such as damaged goods.
Please ensure that all returned products are unused and include all original labels, packaging, and any accompanying documentation or accessories. If a product is returned without its original packaging, Louis & Henry reserves the right to withhold a portion of the refund if the item is deemed to have depreciated in value.
Once Louis & Henry or our partners receive the returned items, we will conduct an inspection. If we verify the manufacturing defect and all conditions are satisfied, we will arrange for a replacement with a product of the same specifications. If a replacement is not feasible, we will inform you and issue a refund for the purchase amount.
Refunds for returned products will be processed promptly in accordance with the terms outlined in this policy. If products arrive damaged due to transport and a replacement cannot be arranged, we will issue a refund without delay.
For defective products or incorrect deliveries, all associated costs will be covered by Louis & Henry. However, if you are returning or exchanging a product for any other reason, you will be responsible for the shipping costs, customs charges, and any other fees incurred by Louis & Henry for both the return and the replacement.
16. Contact Information
Louis & Henry Limited
info@louisandhenry.co.uk
Phone: +44 (0)20 8102 8800
Company Number 15289565
11 The Green, Norton, County Durham, UK, TS20 1EJ
