Last updated: 27 October 2026
This policy applies to retail orders placed with Essential Designs London Ltd. It does not reduce your statutory consumer rights, including rights that apply in your country of residence.
Cancel or return an order online
Cancel or return an order through your customer account. Sign in with the email used for your purchase and the verification code sent to that address, select your order and follow the cancellation or return steps. You will receive an email confirming your request. You can also use email or post as described below.
Changing your mind
For an online retail purchase, you can cancel without giving a reason within 14 days after the day you receive your goods. For one order delivered in separate parts, this period starts after the last item arrives. Let us know by email or post using the details below, then send the goods back within 14 days of telling us.
Please include your order number and the items you are returning. You may use the optional cancellation form below, but any clear cancellation statement is sufficient. You do not need our approval to exercise this right.
Returning your items
Please take reasonable care of the goods. You may inspect and try them as you would in a shop. Where handling goes beyond what is needed to check the goods and reduces their value, we may deduct that reduction from the refund where the law permits. Original packaging and tags help us process a return, but their absence does not automatically remove your cancellation rights.
For a change-of-mind return, you pay the return postage. Please pack the items securely and keep proof of posting. Send returns to Essential Designs London Ltd, Unit 2.23, International House, 1110 Great West Road, Brentford, TW8 0GP, United Kingdom.
Refunds
We refund without undue delay and no later than 14 days after receiving the returned goods or your evidence that you have sent them back, whichever is earlier. We use the original payment method unless you expressly agree otherwise, and do not charge a refund fee.
When you cancel the whole order, we also refund our least expensive standard outbound delivery charge. Any extra paid for express or next-day delivery is not included in that delivery refund.
Faulty, damaged or incorrect goods
Please contact us with your order details and a description of the problem. Photographs can help, but are not a condition of your legal rights. We will provide the refund, repair or replacement required by applicable consumer law and cover reasonable return costs for faulty, misdescribed or incorrectly supplied goods. The change-of-mind deadline does not limit these rights.
Sale items, exchanges and personalised goods
Sale items have the same statutory rights as full-price items. Contact us if you would like an exchange; availability depends on stock. Truly personalised goods or goods made to your individual specifications may be excluded from change-of-mind cancellation, but your rights for faulty or misdescribed goods remain. A standard item being made after your order does not by itself make it personalised.
Optional cancellation form
To: Essential Designs London Ltd, Unit 2.23, International House, 1110 Great West Road, Brentford, TW8 0GP, United Kingdom, info@essentialdesignslondon.co.uk.
I give notice that I cancel my contract for the following goods:
Order number:
Ordered on / received on:
Customer name:
Customer address:
Date:
Signature (only if sent on paper):
Contact us
Essential Designs London Ltd
Registered in England and Wales. Company number: 13841388.
VAT number: GB399985590.
Registered office and correspondence address:
Unit 2.23, International House, 1110 Great West Road, Brentford, TW8 0GP, United Kingdom
Email: info@essentialdesignslondon.co.uk
Telephone: +44 (0)7557 506548