1. Shipping Information

1.1. Please allow 1-2 business days for your order to be processed.

1.2. Shipping rate depends on your location:

UK Standard rate £10, 3-5 working days.
UK Express rate £15, 1-2 working days.
EU Standard rate £25, 3-7 working days.
EU Express rate £35, 1-3 working days.
ASIA Express rate £50, 3-7 working days, orders over £1000.
ASIA Express rate £75, 3-7 working days, orders under £1000.
Rest of World Standard rate £35, within 15 working days.
Rest of World Express rate £50, 3-7 working days.
All Destination Free Express Shipping, 3-7 working days, orders over £3000.

1.3. We work with DHL for most our delivery, please contact our team if you have any special requirement on shipping.

 

2. VAT, Import Tax and Custom Duties

2.1 We do NOT offer VAT free, however, for overseas customers, all import tax & custom duties are included in the item price when shipping to most countries and regions. The price you see is the price you pay. Please contact our team for more information.

 

3. RETURNS POLICY & PROCESS

3.1. LAB STORE LONDON ONLINE offers an exchange, refund or a 12-month store credit for items within 10 calendar days of the date that order item was delivered.

3.2. Please contact us within 10 calendar days of the date that order item was delivered, we will accept the return request as long as our staff receives an email regarding the return within 10 calendar days, and the returning goods must comply to our returns policy. After our confirmation, please send the goods back to us.

*Our staff can also help you to arrange the return-shipping, the cost of return-shipping will be cover by the customer.

*Customers must pay for the return shipping cost.

3.3. Please send us an email or use the contact form to contact us. Our customer service will answer your request within 3 working days.

3.4. Returned items must comply with our returns policy:

  • Items must be returned unworn, undamaged and unused, with all tags attached as original and the original packaging included.
  • Specially ordered items are not subject to return/exchange.
  • Final sale items are not subject to return/exchange.
  • Items that bought by exchange or using store credit are not subject to return/exchange.
  • Footwear and accessories must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective outer box for shipping.
  • When trying on footwear, please take care not to mark the soles or damage the shoe box.
  • Beauty and cosmetic products must be returned unopened and unused, with the seals of any packaging still intact.
  • Hosiery, lingerie and swimwear items must be returned with the hygiene seals attached and in unopened and undamaged product packaging, where applicable.
  • Lingerie, swimwear, socks, masks, perfumes, candles and fragrances are not subject to return/exchange.
  • Jewellery must be returned in the same condition it arrived in, including all branded packaging and documents provided with it.
  • Any designer packaging such as authenticity cards, dust bags and leather tags must also be returned as they are considered part of the product.
  • Please note that all products which are considered HAZMAT (i.e. perfume/ nail polish/ aerosol/ lotion/scented oils) are non-returnable and cannot be refunded
  • All branded packaging such as boxes and dust bags must remain undamaged and kept as original. Please do not put tapes, stickers or shipping labels on the branded packaging or boxes.
  • Please take care when trying on your purchases and return them in the same condition you received them.
  • We do NOT accept deliveries by Royal Mail and UPS. 
  • All returns/exchanges must contact our team before sending.
  • All returns/exchanges must provide a valid receipt.
  • Any returns that do not meet our policy will not be accepted.

 

4. Refunds

4.1. Once your return has been received and accepted, your refund will be completed via the original payment method, excluding the shipping cost. We’ll keep you updated every step of the way. Please allow several days for your bank to process your returning funds, for UK bank is normally 3-7 days, for overseas banking is normally 5-10 days but some rare cases can take up-to 30 days, please contact your bank for more informations. 

4.2. If you choose, we can also issue your refund as a store credit, which is available immediately.

 

5. Faulty items

5.1. It is our aim that every item arrives in great condition and we hope you’re always thrilled with your purchase. If you receive an item in a flawed or damaged condition, please advise Customer Service as soon as possible.

 

6. IN-STORE RETURNS

6.1. LAB STORE LONDON IN-STORE offers an exchange or a 12-month store credit for items returned within 10 calendar days of in-store purchase. The store credit will be a gift card code valid for both in-store and online. The items that bought by exchanging or using store credit can not be returned or exchanged again. Customers need to provide a valid receipt when return. Returning items must be unworn and resell-able condition. Final sale items are not subject to return/exchange. For detailed return policy please see 3.4. of this page.