Returns and refunds

Last updated: 28 August 2026. This policy does not affect your statutory rights.

Online orders: changing your mind

You may cancel an online order within 14 days after the day you, or a person you nominate, receives the goods. Tell us clearly that you wish to cancel by emailing team@londonatelierbyproduct.com. Please include your order number. You may use the model cancellation form below, but you do not have to.

After telling us you wish to cancel, send the goods back within 14 days. Please return them to LAB Store, 14 Paved Court, Richmond, TW9 1LZ. You are responsible for the direct return cost for an unwanted item. We pay reasonable return costs where an item is faulty, damaged, misdescribed, or not what you ordered.

You may inspect goods as you would in a shop. We may reduce the refund if handling beyond that has diminished their value. Original packaging and tags help us process a return, but their absence does not remove your legal cancellation rights.

We will refund the item price and the cost of our least expensive standard delivery option. We do not have to refund the additional cost of an enhanced delivery option. We will use the original payment method and will not charge a refund fee. We may wait until we receive the goods or you provide evidence that you sent them back. The refund will be made within 14 days after that point.

Exceptions to change-of-mind cancellation

The statutory cancellation right does not apply to goods made to your specifications or clearly personalised, or to sealed goods that are unsuitable for return for health protection or hygiene reasons after you have unsealed them. This exception is applied item by item; jewellery and sale items are not automatically excluded.

Faulty, damaged or misdescribed goods

Please contact us as soon as possible if an item is faulty, damaged, misdescribed, or not what you ordered. Include your order number and, where useful, photographs. UK consumer law may give you a 30-day right to reject faulty goods for a full refund and further rights to repair, replacement, or refund after that period. We will not direct you to the carrier to resolve goods lost or damaged before delivery.

Exchanges

If you would prefer an exchange, tell us when you contact us. Exchanges are subject to availability. Your right to a refund is not replaced by a credit note unless you choose that option.

Richmond store purchases

For an in-store change of mind, we offer an exchange or credit note within 14 days when the item is unused, with its tags and proof of purchase. Bespoke or personalised goods, unsealed hygiene goods, gift cards, and sale items are excluded from this voluntary offer. Your statutory rights for faulty or misdescribed goods remain unchanged.

Model cancellation form

To: LAB Store Ltd trading as London Atelier Byproduct, 14 Paved Court, Richmond, TW9 1LZ; team@londonatelierbyproduct.com.

I/We give notice that I/we cancel my/our contract of sale for the following goods: [describe goods]. Ordered on: [date]. Received on: [date]. Name: [name]. Address: [address]. Signature (only if sent on paper): [signature]. Date: [date].

Contact

Email team@londonatelierbyproduct.com. LAB Store Ltd trades as London Atelier Byproduct. Company number 16618910. Registered office: 132B Petersham Road, Richmond, England, TW10 6TZ.