Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging.

To start a FREE return, please go to our Returns Portal.

You can always contact us for any return question at sleepconcierge@londonandavalon.co.uk.

 

DAMAGES & QUALITY:

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


EXCEPTIONS / NON-RETURNABLE ITEMS:

Certain types of items cannot be returned, like custom products (such as special orders or personalised items). Please get in touch if you have questions or concerns about your specific item.


____


EXCHANGES:

Please visit the Returns Portal or contact at sleepconcierge@londonandavalon.co.uk. Advise which items you would like to return and which items you would like these to be exchanged for.

We will notify you once we’ve received and inspected your returned items. Once approved, we will process your exchange as requested.

Return delivery costs are to be covered by the customer.

 

REFUNDS:

We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method. Refunds can take a few days for your bank or credit card company to process. 

Delivery costs are not included in your refund total.

RETURNS:

Non-Bespoke Items (Returns Info)


We hope that you will love all any of your purchases from London & Avalon. However, should you need to return any items for any reason (Excluding Bespoke & Personalised Items) we will be delighted to help you. Provided the products are returned complete, in perfect condition, unused, unwashed and with their original packaging.

Simply keep your proof of purchase and contact us within 30 days, in line with your consumer rights. 

Please contact us at sleepconcierge@londonandavalon.co.uk or call us on +44 01635 200800 - Monday to Friday, from 9am to 5pm. Ensuring to quote your name, contact information and order number.

Once we are aware of your return, please place your items in safe and secure packaging and post the parcel to the below address. Customers are liable for the full return shipment costs.

As soon as the items are received and checked, you will be notified of your refund and payment will be credited back to your original payment method.

Delivery costs are not included in your refund total.

Returns at London & Avalon
Unit 1 A,
Frilsham Home Farm Business Units,
Yattendon,
West Berkshire,
RG18 0XT

 

_______

Bespoke & Personalisation Items (Returns Info)

Due to the nature of our Bespoke & Personalised items (Including Monogramming) these do not fall under our Standard Returns Process. However, if for any reason there is a quality issue, please contact us at emily@londonandavalon.co.uk and we will gladly assist you.