Shipping policy

Shipping Policy

Last updated: 01 January 2025

LondonTreeHouses (“we”, “us”, “our”) operates https://londontreehouses.com (the “Website”). This policy explains how we process orders, shipping methods and delivery times, tracking updates, address changes, cancellations, and how returns/refunds work. By placing an order through this Website you agree to the terms below.

Tip: Please ensure your shipping details are correct at checkout. Incorrect or incomplete addresses may cause delays or failed deliveries.

1. General

All orders are subject to product availability. We try to maintain accurate stock levels on our Website, but from time to time there may be a stock discrepancy. If an item becomes unavailable after you place an order, we will:

Ship any available items without delay (where possible), and
Contact you by email to confirm whether you prefer to wait for restocking or receive a refund for the unavailable item(s).

1.1 Order Confirmation

After placing an order, you will receive an order confirmation email. If you do not receive it, please check your spam/junk folder or contact us.

2. Shipping Areas

We currently ship within the United Kingdom only. International shipping is not available at this time. If international shipping becomes available in the future, this policy will be updated.

3. Shipping Costs

Shipping costs are displayed at checkout and are calculated based on order details and delivery location. Payment for shipping is collected with the purchase. The shipping price shown at checkout is the final shipping cost.

4. Processing & Dispatch Times

Handling/processing time: 1–3 business days (Monday–Friday, excluding UK public holidays). Orders are typically dispatched within 2 business days after payment confirmation.

During peak periods (e.g., holidays, promotions), processing times may be slightly longer. If there is a significant delay, we will contact you.

5. Delivery Times (UK)

Economy Shipping: 5–8 business days — Free
Standard Shipping: 3–4 business days — £15

Delivery timeframes are estimates and begin after dispatch. They may vary due to weather, carrier delays, or periods of high volume.

6. Tracking Notifications

Once your order has been dispatched, you will receive a tracking email with a link to follow your shipment progress. Tracking may take up to 24–48 hours to update after dispatch.

7. Change of Delivery Address

If you need to change your delivery address, please contact us as soon as possible. We can usually update the address any time before the order has been dispatched. Once dispatched, we cannot guarantee changes can be made.

8. Delivery Issues

8.1 Delivery Time Exceeded

If delivery time has exceeded the estimated timeframe, contact us and we will assist with an investigation with the shipping provider.

8.2 Parcels Damaged in Transit

If your parcel arrives damaged, please contact us immediately. Where possible, take photos of the packaging and the item(s). If the parcel was delivered without you being present, contact us for next steps.

8.3 Parcels Lost in Transit

If a parcel appears lost, we will work with the shipping provider to investigate. Once the parcel is officially deemed lost, we will arrange a replacement (subject to stock) or a refund.

9. Returns

9.1 Return Due to Change of Mind (30 Days)

We accept returns due to change of mind provided you contact us within 30 days of receiving your item and the item is returned:

Unused and in original packaging
In resellable condition
With proof of purchase (order number or receipt)

Return shipping costs are the customer’s responsibility. You will need to arrange your own return shipping. Once received and inspected, eligible refunds are processed as store credit for a future purchase. Original shipping fees are not refundable.

9.2 Damaged, Wrong, or Defective Items

Please inspect your order upon arrival. If the item is defective, damaged, or you received the wrong item, contact us as soon as possible so we can evaluate the issue and make it right.

9.3 Warranty Returns (90 Days)

Valid warranty claims must be submitted within 90 days of receipt of items. Customers are required to pre-pay return shipping; we reimburse shipping upon successful warranty claims.

Upon return receipt, we aim to process the claim within 7 days. If approved, you may choose:

(a) refund to your original payment method
(b) refund as store credit
(c) replacement item (if stock is available)

10. Cancellations

If you change your mind, we can accept cancellations before the order is dispatched. If the order has already been dispatched, please refer to the Returns section above.

11. Duties & Taxes

11.1 Sales Tax

Sales tax (where applicable) is included in the product price shown on the Website.

11.2 Import Duties & Taxes

We do not offer international shipping at this time. If this changes, import duties and taxes may apply depending on destination country rules, and customers may be responsible for those charges.

12. Insurance

Parcels are insured for loss and damage up to the value declared by the shipping provider/courier. We will process a refund or replacement as soon as the courier has completed their investigation.