Last updated: 21/04/2026

We’ve written these terms to be clear, fair, and transparent. They explain how we operate and what you can expect when ordering from Louis & Henry.

If you have any questions at all, our team is happy to help: info@louisandhenry.co.uk

We aim to respond to all enquiries within 1–2 working days.

Key Points at a Glance

✔ 14-day returns in line with UK consumer law
✔ Some items (e.g. made-to-order or bespoke) are non-returnable
✔ Natural materials may vary in colour and finish
✔ Delivery times are estimates
✔ Report damage within 48 hours for fastest resolution

(Full details are set out below)

1. About Us

We are Louis & Henry Limited, a company registered in England and Wales.

• Registered address: 128 City Road, London, EC1V 2NX
• Company number: 15289565
• Email: info@louisandhenry.co.uk

We operate the website www.louisandhenry.co.uk, offering furniture, lighting, and home accessories.

2. Product Information

We take care to ensure that all product descriptions, images, and specifications are accurate. However:

• Many of our items are made from natural or handcrafted materials, meaning variations in colour, texture, grain, or finish may occur
• Colours may appear differently depending on your device or screen settings
• Measurements are approximate and may vary slightly

These characteristics are not considered defects but part of the nature and uniqueness of the product.

3. Delivery

Delivery times are provided as estimates only and are not guaranteed. We are not liable for delays caused by factors outside our control, although we will always do our best to keep you informed and minimise disruption.

Risk in the goods passes to you upon delivery. You are responsible for ensuring that the delivery address is correct and that someone is available to receive the order where required.

You are responsible for ensuring that the goods will fit through access points (e.g. doorways, staircases) at the delivery address.

If delivery is unsuccessful due to incorrect information or missed delivery, additional charges may apply.

Please inspect your order upon delivery and notify us of any damage or issues within 48 hours where possible, so we can resolve the issue promptly.

4. Returns & Refunds

Cancellation Rights

For most online purchases, customers have the right to cancel within 14 days of receiving their goods, followed by a further 14 days to return them.

Return Transportation Costs

For change-of-mind returns, customers are responsible for the direct cost of returning unwanted goods, including applicable courier, specialist collection and international transportation charges, where permitted by law.

Large, heavy, oversized or fragile products, including furniture, mirrors and substantial home accessories, may require specialist transportation.

As Louis & Henry works with suppliers and manufacturers throughout the UK and Europe, return arrangements and transportation costs vary depending on the product’s dimensions, weight, fragility and return destination.

Where goods cannot normally be returned by post, the applicable return-cost information must be provided before purchase in accordance with consumer law.

Customers may arrange suitable return transportation themselves or request a specialist collection coordinated by Louis & Henry.

Where we arrange a chargeable collection, the direct cost will be confirmed and agreed before booking.

Condition of Returned Goods

Customers are entitled to inspect goods to establish their nature, characteristics and functionality.

Where goods have been handled beyond what is reasonably necessary for inspection and their value has been diminished, Louis & Henry reserves the right to make an appropriate deduction from the refund where permitted by law.

Bespoke & Personalised Products

Products genuinely made to a customer’s individual specifications or clearly personalised may be excluded from the standard 14-day cancellation right, in accordance with applicable consumer law.

Faulty or Incorrect Goods

Where goods are faulty, damaged, incorrect or not as described, Louis & Henry will provide the appropriate statutory remedy, including reasonable return transportation costs where required by law.

Refunds

Refunds, including applicable standard delivery charges, will be processed in accordance with UK consumer law.

We do not charge a separate administration or restocking fee for exercising a statutory cancellation right.

Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015 or Consumer Contracts Regulations 2013.

Further details are available on our Returns & Refunds page.

5. Limitation of Liability

To the fullest extent permitted by law, Louis & Henry Limited shall not be liable for any indirect or consequential loss, including loss of profit, revenue, or business.

Our total liability in respect of any claim shall not exceed the total amount paid for the goods in question.

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence or fraud.

6. Orders

We reserve the right to refuse or cancel any order at our discretion, including where we suspect fraudulent activity or incorrect pricing.

You must ensure that all information provided at checkout is accurate and complete.

An order confirmation does not constitute acceptance of your order. Acceptance occurs when the goods are dispatched.

7. Intellectual Property

All content on this website, including images, text, branding, and design, is the property of Louis & Henry Limited and may not be reproduced or used without permission.

8. Force Majeure

We are not liable for any failure or delay in performance caused by events outside our reasonable control, including but not limited to supply chain disruption, transportation delays, or acts of nature.

9. Governing Law

These terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the English courts.

10. Pricing & Payment

All prices are displayed in Pounds Sterling (GBP) and represent the advertised selling price of the products. Any applicable delivery charges will be clearly communicated before an order is placed.

We reserve the right to amend our prices at any time without prior notice. Price changes will not affect orders that have already been accepted.

Payment Authorisation

When an order is placed, we may authorise the payment amount with your chosen payment provider. This temporarily reserves the funds but does not necessarily result in an immediate charge.

Before accepting an order, we may verify product availability, pricing and delivery arrangements with our suppliers.

Where payment authorisation is used, funds will normally only be captured once availability has been confirmed and the order has been accepted.

If we are unable to fulfil your order, we will notify you and release any outstanding payment authorisation. The time taken for funds to become available again depends on your payment provider.

Order Acceptance

An automated order acknowledgement confirms that we have received your order but does not constitute acceptance of the order.

A binding sales contract is formed when we expressly confirm acceptance of your order.

We reserve the right to decline an order before acceptance where a product is unavailable, payment cannot be authorised, or a genuine pricing or product information error has occurred.

Where payment has already been captured for an order we cannot fulfil, we will arrange an appropriate refund in accordance with applicable consumer law.

Pricing Errors

Despite our best efforts, occasional pricing or product information errors may occur.

Where an error is identified before an order has been accepted, we reserve the right to correct the error, contact the customer with the correct information or decline the order.

Where an order has already been accepted, any correction or cancellation will be handled in accordance with applicable consumer law.

11. Ownership of Goods

Ownership of the goods will not pass to you until we have received full payment for the order.