Refund policy
We hope you'll love every purchase from London & Avalon. If something isn't right, we're happy to help.
Returns
You have 30 days from receiving your item to request a return. To be eligible, items must be returned complete, in the same condition you received them — unused, unwashed, and in their original packaging — along with your proof of purchase, in line with your consumer rights.
To start a free return:
- Use the Returns Portal to generate your QR code, then drop your parcel at your nearest collection point — no need to print a label, or
- Email sleepconcierge@londonandavalon.co.uk or call +44 1635 200800 (Monday–Friday, 9am–5pm), quoting your name, contact details and order number, and we'll advise how to send your parcel back
We'll notify you once your return has been received and inspected.
Exchanges
To exchange an item, use the Returns Portal or email sleepconcierge@londonandavalon.co.uk letting us know what you'd like to return and what you'd like it exchanged for. We'll confirm once we've received and inspected your return, then process the exchange.
Refunds
Once your return is received and inspected, we'll notify you of the outcome. If approved, you'll be automatically refunded to your original payment method. Refunds can take a few days for your bank or card provider to process.
Damages & Quality
Please inspect your order on arrival and contact us immediately if an item is defective, damaged, or incorrect, so we can evaluate and make it right.
Exceptions — Non-Returnable Items
Bespoke and personalised items (including monogramming) do not fall under our standard returns process, as these are made specifically for you. If there's a quality issue with one of these items, contact us at sleepconcierge@londonandavalon.co.uk and we'll gladly assist.