Thank you for shopping with Essentials Loft London. We value your trust and satisfaction. Please read our return, refund, and cancellation policies carefully before making a purchase. By placing an order, you agree to the terms outlined below.

Return Policy

1. Return Eligibility

When purchasing products, the consumer has the right to return the ordered items without stating a reason for a period of 30 days. This return period begins on the day the product is received by the consumer.

• You may return an item within 30 days of receipt. Returns beyond this period will not be accepted.
• The item must be unused, in its original packaging, and in the same condition as received.
• The item must be returned to the original return address.
• Please note that items purchased during a sale or promotional period are non-returnable, even in cases of incorrect sizing.
• Items such as underwear, lingerie, pantyhose, healthcare products are strictly non-returnable.
• If the consumer has not clearly communicated their intention to return within the periods mentioned above, or has not returned the product, the purchase is considered final.

2. Return Process

• To initiate a return, please email us at Support@essentialsloft-london.co.uk with the following details:
• Order number
• Reason for return
• Photo of the item (if damaged or defective)
• Contact information
• Returns sent without prior approval will not be accepted.
• We have one return address; returning to a different address will void eligibility for a refund.
• Customers are responsible for return shipping costs. We strongly recommend using a track & trace service, as untracked shipments will not be eligible for refunds.

3. Return Shipping

• Returns are made at your own risk. Essentials Loft London is not responsible for lost packages or customs delays.
• A track & trace number must be provided to confirm receipt of your return.

Unclaimed or Refused Deliveries
If a parcel is refused or not collected and is returned to us, we will refund the balance minus a 15% handling fee.

Refund Policy

1. Refund Processing

• Once your return is received and inspected, we will notify you via email regarding approval or rejection of the refund.
• If approved, refunds will be credited to your original payment method within 30 days.

2. Late or Missing Refunds

• If you have not received your refund within 30 days, please check your bank account.
• If the issue persists, contact us at Support@essentialsloft-london.co.uk for assistance.

3. Defective or Incorrect Items

• If you receive a damaged or incorrect item, contact us within 48 hours of delivery.
• A photo or video of the issue is required for verification.
• We will send a free replacement or offer a refund based on our assessment.

4. Customer Complaints & Partial Refund Offers

• If you are dissatisfied with your item but do not wish to return it, we may offer a partial refund as a goodwill gesture.
• If you choose to return the item instead, return shipping fees remain the customer's responsibility.

Cancellation Policy

1. Cancellation Window

• Due to our automated processing system, cancellations are only possible within 24 hours of placing the order.
• If you wish to cancel within this timeframe, email us immediately at Support@essentialsloft-london.co.uk.
• After 24 hours, your order is finalized and cannot be canceled.

2. Cancellations Due to Order Processing Delays

• If your order has not been processed within 3 business days, you may request a cancellation by emailing Support@essentialsloft-london.co.uk.
• Once an order is processed, it cannot be canceled and must be returned upon receipt.

3. Orders Already Fulfilled or In Transit

• If your order has been shipped or is in transit, cancellations are not possible.
• We advise waiting for delivery before requesting a return.

4. Cancellations Due to Long Delivery Times

• Orders delayed beyond 14 business days may be reviewed for cancellation on a case-by-case basis.
• If an order is significantly delayed, please contact Support@essentialsloft-london.co.uk.

Dispute Resolution

Chargebacks & Disputes

• If you file a chargeback before contacting us, we reserve the right to refuse future business.
• We offer partial refunds as an alternative to returns in cases of dissatisfaction.
• Disputed orders must be returned to our warehouse before any refund is processed.

Contact Us

For further assistance, please contact us at Support@essentialsloft-london.co.uk. We are happy to assist you with any concerns.

Thank you for shopping at Essentials Loft London!