Welcome to the LJ LONDON Customer Care area
This section provides answers to the most frequently asked questions on terms of sale and our services.
For information regarding online orders, contact our Customer Care and our team will be happy to respond.
Many thanks
LJ LONDON
FAQ
- Shipping Times and Costs
- Payment Methods
- Return Policy
See more below
Q: HOW DO I CANCEL OR AMEND MY ORDER?
A: If you wish to cancel or amend your order please e-mail help@ljlondon.com, quoting your order number, as soon as possible. We will do our best to accomodate any changes requested, however, once an order has been processed we cannot guarantee that it can be cancelled or amended.
Q: HOW DO I MAKE A CORPORATE ORDER?
A: For corporate enquiries, please email info@ljlondon.com
Q: WHERE DOES LJ LONDON SHIP TO?
A: LJ LONDON ships to all the countries when you make the purchase on our official website. By selecting your preferred currency you can browse and pay in your local currency.
A: Once your order has been dispatched you will receive a confirmation email from our Delivery agent. Using the tracking number and link provided in this email you will be able to track your order, register further instruction for the courier (e.g. to leave the parcel with a neighbour) or opt to change the delivery address. Please note that changes to the delivery address can only be facilitated within the same country as the original delivery address and delivery company may charge an additional delivery fee.
Q: IS A SIGNATURE REQUIRED UPON DELIVERY?
A: Due to the high value of LJ LONDON products a signature is required upon all deliveries.
Q: WHAT SHIPPING PROVIDER DO YOU USE?
A: LJ LONDON use a few shipping agent according to clients delivery time needs, which including DHL, Fedex, and etc for all customer orders purchased online.
Q: HOW DO I WORK OUT MY LJ LONDON SIZE?
A: LJ LONDON uses a sizing system based on a combination of height and weight size. If you are between sizes, we would recommend going up, since the fabric does not contain any stretch. If you have a special boyd shape and cannot fit into our size chart, please email help@ljlondon.com , we offer bespoke service to ensure to satisfy your size needs.
Q: THE PRODUCT I'M LOOKING FOR IS OUT OF STOCK WILL YOU BE RE-STOCKING?
A: Unfortunately, products from our seasonal collections are exclusive to that season and as such, stock is generally not replenished once it is sold out. However, if you have your heart set on a certain piece, please email help@ljlondon.com and we will do our best to source it for you from our store or, occasionally, through a stockist. Alternatively, it may be possible to place an order for bespoke. For more information contact us on our bespoke services.
Q: HOW DO I CARE FOR MY LJ LONDON?
A: For all 100% silk garments, we recommend hand washing at 30 degrees and ironing to restore lustre. Alternatively, you can dry clean your LJ LONDON. Do not machine wash or tumble dry. Our velvet garments is the only product that can be machine washed. When in doubt, please follow the instructions in the garment label.
Q: MY ITEM IS FAULTY HOW DO I GET THIS REPAIRED?
A: If you encounter any issues with your LJ LONDON, please email help@ljlondon.com with your order reference number and a photo of the fault.
Q: HOW CAN I BESPOKE MY LJ LONODN?
A: Details of all our bespoke services, including styles on offer, can be found on the bespoke page of the website. To enquire or place an order, please email help@ljlondon.com. Please do not order the product before you get in touch with the bespoke team, they will process the whole order for you.
Q: I'M GETTING MARRIED WHAT WOULD YOU RECOMMEND?
A: Details of all our bespoke services, our personal shopper should provide you with plenty of inspiration to create your own bespoke LJ LONDON for your special day. If you would like to speak to someone please email help@ljlondon.com , we would be delighted to assist you.
Q: WHAT IS YOUR RETURNS POLICY?
A: We hope you will love your LJ LONDON order, but if you’d like to return it for any reason it can be returned for exchange or refund within 28 days of receipt, unless it has been personalised with bespoke embroidery or monogramming.
Q: HOW LONG WILL IT TAKE FOR MY RETURN TO BE PROCESSED?
A: Once we have received your return, it will be processed within 1-3 working days. You will receive a confirmation email once your return is completed and your account has been credited or your exchange has been shipped. Please note that refunds can only be made to the card originally used to pay for the order, and may take up to 30 days to appear in your account. Unfortunately this is beyond our control.
Q: I PAID DUTIES AND TAXES ON MY ORDER, ARE THESE REFUNDABLE?
A: Unfortunately, we cannot refund any duties and taxes paid in the location of your country on your order.
Q: CAN I RETURN AN ITEM BOUGHT ONLINE TO THE LJ LONDON STORE?
A: All items purchased from ljlondon.com can also be exchanged or returned at your nearest LJ LONDON office within 7 days from the the date the items delivered. Please keep your original order number to ship and quote it to the office assistant.
Q: CAN MY ITEM BE GIFTED WRAPPED?
A: LJ LONDON products are wrapped in tissue paper in a signature branded box that is perfect for gift giving.
Q: CAN I ADD A GIFT RECEIPT WITH MY ORDER?
A: Unfortunately, we cannot issue a gift receipt, but there’s no note of pricing on any of the documentation shipped with your order. If the recipient would like to return or exchange their gift please give them the order number and ask them to get in touch with our Customer Service team, they can email help@ljlondon.com.