FAQ

We are receiving hundreds of orders every day and our couriers are quite busy at the moment, so please be patient your order will be delivered! Most orders during this period are delivered within 2-4 working days minimum.

Unfortunately at the moment we can’t make any changes to the orders received otherwise this will make the whole process of packing slower. Please double check your order is correct before making a purchase!

As you can imagine, our customer services team are very busy at the moment, so please expect delays when contacting them. If it's been 5+ working days and you haven't received your order, please get in touch using the contact form on our website or send a message to the email address at the bottom of this page, we'll get back to you as soon as we can!

Our courier company usually puts a card through your door if you are not in when they try to deliver. They will then re-attempt delivery on the following day. The card will have the consignment number and the telephone number of the local depot on it so if needs be you can contact them and arrange to collect it from there.

If you spend £50 or more, you can qualify automatically for free next day delivery. Otherwise, 6.50£ for orders less than 50£. Heavy item surcharges can be applied on certain items, even if you reached 50£ free delivery, keep an eye on the tab in the product page saying "Heavy Item".

In the unlikely event of this happening please contact us at your earliest convenience, email us via this site contact form.

No, unfortunately we don't ship overseas at the moment.

Returns

We always aim for make sure our customers love our products, but if you do need to return an order, we’re happy to help. Just email us via this site contact form and we’ll take you through the process.

You have 30 days from the date of purchase. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. 

We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.


Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us using th contact form on our website.

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email via the contact form on our website and send your item to:

London Grow Ltd., R/O 121 Theobalds Park Road, Enfield, EN2 9BH, United Kingdom.

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

To return your full or partial order, you should mail your product(s) to: London Grow Ltd., R/O 121 Theobalds Park Road, Enfield, EN2 9BH, United Kingdom. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you are approved for a refund you will be refuned only the item(s) value not the shipping cost that you paid when the order was placed. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over 50£, you should consider using a traceable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Customer support