Return Policy
At Lewis of London, we want you to be completely in love with your handmade purchase. If for any reason you’re not, we offer a 30-day return policy. This means you have 30 days from the day you receive your order to request a return.
Eligibility for Returns
To be eligible, your item must:
- Be in the same condition as you received it
- Be unlit (candles), unused/unopened (diffusers)
- Be returned in its original packaging
- Include a receipt or proof of purchase
How to Start a Return
To begin, simply email us at support@lewislondon.co.uk with your proof of purchase. We’ll provide you with a return number and the return address.
Please note: Items sent back without requesting a return first, or without the return number included inside the package, cannot be accepted.
It is the customer’s responsibility to cover return postage and ensure proof of postage/tracking is obtained.
Damages & Issues
We take pride in carefully hand-packing each order, but if your item arrives damaged, defective, or incorrect, please contact us immediately at support@lewislondon.co.uk. We’ll be happy to resolve the issue as quickly as possible.
Exchanges
The fastest way to receive the product you want is to return the original item (once accepted) and place a new order.
Refunds
Once we’ve received and inspected your return, we’ll notify you of the outcome. If approved, your refund will be processed to your original payment method within 10 business days.
Please remember that banks and credit card providers may take additional time to process the refund.