Terms & Conditions

Terms & Conditions

Inspection & Damages

  • Upon delivery, carefully examine each piece of your furniture and inspect for any damages which may have occurs during delivery transit. It is your responsibility to assure there are no damages or defect resulting from shipping.
  • Should you discover a defect in your 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.
  • Also, please contact us at  (800) 560-1587 immediately.  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. 
  • Once the damage claim is processed we will have a replacement shipped out immediately with no additional cost to customer.

Refunds & Returns

  • 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 (800) 560-1587. Failure to contact us within three days of delivery will void your ability to return an item for preference reasons.
  • Returns are not accepted after 7 days of delivery.
  • Preference returns included but are not limited to: returns based on size, color, finish or material.
  • Customers are liable to a restocking fee of 50% in the matter of preference returns which will be assed by the purchase price of the items. 
  • Remaining 50% with be refunded in the form of store credit or merchandise. 
  • Customers are also responsible to pay for shipping both delivery shipping and return shipping when returning for preference reasons. Shipping costs will be assed per transaction and are evaluated on and not limited to: zip code, weight and value of merchandise.
  • 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.
  • Furniture that is returned because it does not fit through an entryway will be refunded in merchandise or store credit only. In such cases delivery and return shipping is responsible by the customer.

 Shipping & Processing Time

  • Please see individual product page for specific stock and availability as well as processing times. 
  • Please note that all painted finishes and stains are done in-house and so please allow up to 7 business  days for this to be completed. Please allow additional time for custom finishes.
  • Processing time for custom sizes, custom orders or special orders are done on a case by case order. Please allow a standard 16-20 weeks on all custom orders.
  • Once your item has been picked up from our warehouse and shipped it typically takes about 7-14 business days for it to be delivered. Please allow additional time during holidays, and when shipping to particular locations.
  • Our designated carrier for your area will contact you by telephone several days in advance to schedule a particular day and an estimated delivery time. Should you miss your delivery please note the surcharges such as daily storage and re-delivery may apply.

 Final Sale & Sale Events

  • Items marked final sale, as well as any item in any of our sales events, cannot be refunded or 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.

 International Orders

Orders that require shipping outside of the US cannot be completed online. Please contact our customer service department for more information (800) 560-1587. 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(800) 560-1587