The London Factory takes great pride in the exceptional quality and craftsmanship of our furniture. We are relentless in our efforts to provide the highest quality material in construction, and our attention to details is unmatched by competitors. We want our customers to be completely satisfied with their purchases.
If you are not pleased with your selection, you can exchange or return the items with accordance to the following guidelines/restrictions:
Proof of purchase is required to initiate a refund for any item.
We carefully inspect each furniture piece prior to its shipment, and also require your inspection and signature upon delivery.
Upon delivery, carefully examine each piece of your furniture. Should you discover a defect in your furniture, however, please contact us at (888) 376-1134 immediately. Furniture that is refused because it does not fit through an entryway will be refunded in merchandise or store credit only.
For damaged return reasons, it is your responsibility to upon delivery inspect the items to make sure there are no damages from the delivery service. For damaged furniture, do not sign off on the delivery and request the delivery company to return the item to our warehouse at no additional cost to you.
If you wish to return the furniture for preference reasons, you must contact The London Factory’s Customer Service within three days of your delivery (888) 376-1134. Failure to contact us within three days of delivery will void your ability to return an item for preference reasons without being charged a restocking fee. Any return request reported after the 72 hour period will not be allowed for returns.
For preference returns, a restocking fee of 50% will be assessed on the purchase price of the items.
Please note customers are responsible to pay for return shipping when returning for preference reasons.
All Items must be in their original condition and in their original packaging to be accepted for returns/exchange. Upon inspection, merchandise not returned in good condition may be rejected or subject to additional usage fees.
All refunds will be given in the form of the original payment. If payment were made by check or cash, a refund check would be mailed from the Corporate Office within 7-10 days of the product being returned. Credit card refunds are processed within 7-10 days but can take up to three weeks to be credited back to your financial institution.
Should you discover a defect in your furniture please contact us at (888) 376-1134immediately. All return claims have to be submitted within 72 hours (3 days) of delivery confirmation. Any return request reported after the 72 hour period will not be allowed for returns.
Should you cancel your order once merchandise has been dispatched from our warehouse you will be responsible for a 50% restocking fee. This is to cover production as well as shipping fees which have already been paid for by the London Factory to one of our third party shipping companies.
Return shipping and re-stocking fees may apply. Typically re-stocking fee is 50% of order price.
Custom pieces are non-returnable and non-refundable. All sales are final. The London Factory will take a non-refundable 50% deposit once the order is placed. Should you cancel the order, this deposit will not be refunded. Our factory begins production immediately, and all furniture is built to your specifications.
Final Sale & Sale Events
Items marked final sale, as well as any item in any of our sales events, cannot be returned.
All of our prices are in US dollars and are subject to any applicable taxes according to state and local laws. Availability and prices are subject to change at our will.
Price adjustments are granted within 14 days of purchase date.
Orders that require shipping outside of the US cannot be completed online. Please contact our customer service department for more information (888) 376-1134. All international orders are considered final. No refund or exchanges will be given. The London Factory offers no service for orders shipped outside of the United States. It is the purchaser’s responsibility to insure proper insurance coverage is available to cover loss or damage for orders shipped outside of the US.
There may be errors in the prices, descriptions or images of certain merchandise, and The London Factory reserves the right to restrict orders of those items.
For all Queries:
Customer Service Department The London Factory
We strive to respond within 24 hours of email receipt. Our call center representatives are available from 9am-7pm eastern time.