Our goodwill returns policy lasts 30 days from the date your order is delivered.
To be eligible for a return under our goodwill returns policy, your item must be unused, in the same condition that you received it, and in its original packaging.
To complete your return, we require a receipt or proof of purchase.
This policy does not affect your statutory rights.
Online Order Cancellation Rights
If you purchased your item online, you may have the right to cancel your order within 14 days of delivery without giving a reason.
Once you have notified us that you wish to cancel, you must return the item to us within 14 days.
Items must be returned unused, in the same condition that you received them, and in their original packaging where possible.
Partial Refunds
There are certain situations where only partial refunds may be granted, including:
Any item not in its original condition, damaged, used, or missing parts for reasons not due to our error.
Any item returned outside our goodwill returns period, where a refund is offered at our discretion.
Shipping Returns
To return your product, please mail your item to:
TIMELESS LUXURY LONDON LIMITED
49 GROSVENOR STREET
LONDON
W1K 3HP
UNITED KINGDOM
You will be responsible for paying your own shipping costs when returning an item due to change of mind.
If the item is faulty, damaged, incorrect, or not as described, please contact us first at info@timelessluxurylondon.com so we can review the issue and advise you on the return process.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning a higher-value item, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
Refunds
Once your return has been received and inspected, we will send you an email to confirm that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your refund is approved, it will be processed to your original payment method within 14 days of us receiving your returned item.
Please note that your bank, credit card provider, or payment provider may require additional processing time before the refund appears in your account.
Late or Missing Refunds
If you have not received your refund yet, please first check your bank account again.
Then contact your credit card company or payment provider, as it may take some time before your refund is officially posted.
Next, contact your bank, as there may be additional processing time before the refund is shown.
If you have completed these steps and still have not received your refund, please contact us at info@timelessluxurylondon.com.
Private Sale and Retired Edition Items
Items purchased through a PRIVATE SALE or from a RETIRED EDITION are excluded from our extended goodwill returns policy unless stated otherwise at the time of purchase.
A RETIRED EDITION refers to a product version that is no longer part of the current collection. Future editions may differ in design, finish, materials, packaging, or availability.
This does not affect your statutory rights. If an item is faulty, damaged, incorrect, or not as described, please contact us at info@timelessluxurylondon.com.
Exchanges
We only replace items if they are defective, damaged, or incorrect.
If you need to request an exchange for the same item, please contact us at info@timelessluxurylondon.com.
Need Help?
For questions related to returns and exchanges, please contact us at info@timelessluxurylondon.com.
You can also reach Customer Care via WhatsApp Business Chat for general support: https://wa.me/447979454313
For return requests, refund updates, or exchange enquiries, we recommend contacting us by email so we can keep a clear record of your request.
