FAQ

We’re receiving hundreds of orders every day and are couriers are working very hard to ensure all
parcels are delivered in a timely manner. Most orders during this period are delivered within 3-5
working days
. If you haven’t received your parcel after this time, please contact our customer
services.

We’re unable to amend orders that have already been placed. Please ensure that your order is
correct before placing your order.

If it’s been 5 working days or more 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 aim to respond to all queries within 2 working days.

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.

All orders over £50 qualify for free delivery. The delivery charge for any orders under £50 is £6.50.
Heavy item surcharges are applied on certain items even if you have exceeded £50 order value.
There will be a tab on the product page saying ‘Heavy Item’.

In the unlikely event of this happening, please contact us immediately so we can resolve the issue.

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 notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a refund will automatically be applied to the original payment method used to place your order. Depending on your cardholder, refunds typically take 5-10 working days.

If 10 working days have passed since your refund was processed and you still haven’t received it, please check your bank statement thoroughly. If you’re still unable to locate this, please contact your bank to see if they are able to locate it.

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