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DELIVERY AND RETURNS
London Persona Returns & Exchanges
If your purchase isn't quite right, you have 14 days from the date you received your order to exchange or return. Upon receipt of your Return Authorisation, you have 14 days to make your return via our allocated carrier. We will then, within 14 days, credit your payment account accordingly.
Shipping is complimentary on all exchanges, although customers outside the EU are responsible for freight, taxes and duties.
Items must be returned to us unused with all labels still attached. Returns that do not meet our policy will be sent back to the customer.
London Persona Returns Policy
Please email firstname.lastname@example.org. All returns should be requested before you send your purchase back to us. Unidentified items will be returned to the sender.
Items should be returned new, unused and with all designer garment tags still attached. Underwear and swimwear should be tried on over underwear.
Please return all items, including the dust bag and box. When you try them on, stand on a carpeted surface to protect the soles.
Bags/ Watches/ Accessories
All designer packaging, such as authenticity cards, dust bags and leather tags, should be included with your return. If you don't like your watch, or it doesn't fit, please contact email@example.com to arrange a refund.
Grooming & Candles
Grooming products should be sent in the original packaging. Please note, both candles and fragrance are final sale and cannot be returned due to transport restrictions.
Technology products should be returned in the original packaging.
Limited-Edition Products & Books
As these items are highly collectable, please only remove the protective cover and packaging once you are certain that you wish to keep them.
We offer a flexible returns policy to make your online shopping experience even easier. However, customers returning items repeatedly may be refused at our discretion.
London Persona Gift Returns
If you have received an item as a gift, you may exchange it for store credit to your London Persona account (you will need to register your details). The amount is automatically deducted from your next purchase and will be valid for one year. Please be aware that you may need to pay any cost difference, additional shipping, taxes and import duties. To arrange a return, please email firstname.lastname@example.org
Note: corporate gifts may only be returned by the original purchaser and within 14 working days of initial receipt.
London Persona Faulty Goods
Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or as described. Please note that items which are damaged or as a result of normal wear and tear; by accident; or through misuse will not be considered faulty. If your item is faulty when you receive it, you can return it for a refund within 14 days from the date you received it. If you have owned your item for longer than this, and certainly over 6 months, then please contact Customer Care at email@example.com
London Persona – Receiving a Refund
Your refund will either be credited to the original payment method or your London Persona account and will include shipping costs for faulty items or for orders cancelled. Shipping costs will not be refunded for items returned using our free collection service.
If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable through London Persona. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.
Please note that refunds can take up to 14 working days to show on your account due to varying processing times between payment providers.
London Persona – Late Returns
Your item(s) should be sent back to us within 14 days upon receipt of your Returns authorisation. Returns outside these timeframes may be accepted at the discretion of London Persona and may only be refunded as store credit.
London Persona – Information
We have made every effort to display as accurately as possible the colours of our products that appear on London Persona. However, as computer monitors vary, we cannot guarantee that your monitor's display of any colour will be completely accurate.
All items are quality controlled and checked for any faults before they are dispatched to customers. Should you receive an item that is not in perfect condition, please contact us immediately at firstname.lastname@example.org
Items should be returned in their original packaging to ensure they are adequately protected in transit. Shoe boxes should also be protected as they are considered part of the product, and your return may not be accepted if the box is damaged.
Free collection does not apply to items returned from a different country to the original shipping destination or to orders cancelled under the ICACRs.
Items are to be returned to us via an allocated logistics partner to ensure that they are protected and insured during transit. However, you may return the goods by any secure means. Our address for all returns is: London Persona, C/o P2P Dunton Distribution Centre, Christy Way, Basildon, SS15 6TR United Kingdom
We request that you contact us at email@example.com in relation to such returns. Please note that we may not accept liability for goods that are not returned via our allocated logistics partner.
London Persona – Cancelling your Order
If you are based in the EU, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (ICACRs), you have the right to cancel your order with us provided you give us written notice.
The cancellation period will expire 14 days from the day after the day on which you acquire (or a third party other than a carrier and indicated by you acquires) physical possession of the goods. To exercise the right to cancel, you must inform us by email to: Notice of Contract Cancellation, Customer Care Department firstname.lastname@example.org
On receipt of your notice of contract cancellation, Customer Care will email to confirm your return.
We recommend that you insure the return shipment, as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. We also recommend that you use a secure, trackable means to return your order to us at:
C/o P2P Dunton Distribution Centre
Please retain proof of sending, in case of a dispute. Please note that you must cover the cost of the return shipment, as our free collection service does not apply to orders cancelled under the ICACRs. All items must be returned unused, in their original condition and from the country that the order was delivered to.
We will refund the full value of your order, including shipping costs, within 14 days of receiving your notice of contract cancellation. If we do not receive the cancelled order, we will arrange to have it collected from you at your cost.
Please note you may only use your right to cancel the order under the ICACRs if you give us formal written notice of cancellation any time after your order has been placed, up until 14 calendar days from the day after you receive your order, by email or post as described above.