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:
- Standard rate £10, 3-5 working days.
- Express rate £15, 1-2 working days.
- EU Express Shipping (Import Tax Unpaid) rate £25, 1-3 working days.
- EU Express Shipping (Import Tax Paid) rate £50, 1-3 working days.
- ASIA Express Shipping (Import Tax Unpaid) rate £50, 3-7 working days.
- ASIA Express Shipping (Import Tax Paid) rate £100, 3-7 working days.
- REST OF WORLD
- ROW Express Shipping (Import Tax Unpaid) rate £35, 3-7 working days.
- ROW Express Shipping (Import Tax Paid) rate £70, 3-7 working days.
- 1.3. We offer free shipping for orders over £3000, by Express Shipping (Import Tax Unpaid) , 3-7 working days, this will be automatically applied at the checkout.
1.4. We work with DHL and FedEx 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 selecting shipping methods 'Express Shipping (Import Tax Paid)' to most countries and regions. Please contact our team for more information.
2.2. When you select 'Express Shipping (Import Tax Unpaid)', shipments will be shipped DAP (Delivered At Place) which means the customers may be subject to custom fees, import fees and taxes, these are the sole responsibility of the customers and will not be borne or reimbursed by LABSTORE LONDON.
3. RETURNS POLICY & PROCESS
3.1. LABSTORE 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.
*Upon returns request been authorised the goods must be sent back or collected by the courier within 7 calendar days
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, balaclavas, 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.
*Should any of the above conditions not been met, the returns request would be "VOID" and the customer would be responsible for the collection of the goods.
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. LABSTORE 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.