Refund policy

REFUND AND RETURNS POLICY

A Little Luxury London

Last updated: 11 September 2026

This policy forms part of our Terms of Service. Nothing in it affects your legal rights.

YOUR RIGHTS AT A GLANCE

Situation	What you get	Who pays return postage	Time limit
Changed your mind	Full refund of the goods	You	30 days from delivery
Item faulty, damaged or not as described	Full refund, repair or replacement	We do	30 days to reject, longer rights after that
Wrong item sent	Full refund or replacement	We do	Tell us as soon as you can
Engraving wrong because of our error	Full refund or remake	We do	30 days from delivery
Engraving correct as ordered	Not returnable	n/a	n/a

SECTION 1 - CHANGING YOUR MIND

Your legal right

If you are a consumer, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel most online orders within 14 days, for any reason and without giving a justification. That period runs from the day after you, or someone you nominate, receive the goods. Where an order is delivered in more than one instalment, it runs from the day after you receive the last instalment.

Once you have told us you are cancelling, you have a further 14 days to send the goods back to us.

Our extended window

We go further than the legal minimum. You have 30 days from the day you receive your order to tell us you would like to return it, and a further 14 days to send it back.

Days 1 to 14 are your statutory cancellation period. Days 15 to 30 are a goodwill window we offer voluntarily, and the refund on those returns covers the price of the goods but not the original delivery charge.

Condition of the goods

You are entitled to inspect and handle goods as you reasonably would in a shop. You are not required to leave items untouched.

However, you are responsible for any loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, and we may deduct a reasonable amount from your refund to reflect that loss. In practice, for the products we sell this means:

Bottles must be unopened with the foil, cork, cage and any seal intact
Food, confectionery and hamper contents must be unopened and within date
Glassware, boxes, sleeves and presentation items must be undamaged
Items should be returned in their original outer packaging wherever possible

A bottle that has been opened, a hamper that has been part-eaten, or glassware that has been used cannot be resold, and we will not be able to refund it unless it was faulty.

How to start a return

Email us at bespoke@champagneandgifts.co.uk with your order number and the items you want to return. You do not have to use any particular form of words, but please make it clear you are cancelling.

We will reply with return instructions. Please wait for those instructions before sending anything back, so that we can identify your parcel and get your refund to you quickly. If you do send an item back without contacting us first, your statutory cancellation rights still stand, but your refund may take longer.

Returns should be sent to:

A Little Luxury London Unit 13 York House Langston Road Loughton IG10 3TQ

Who pays for the return

If you are returning an item because you changed your mind, you are responsible for the cost of returning it to us. You can arrange your own return, or ask us to send you a returns label, in which case we will tell you the cost before you commit and deduct it from your refund.

Whichever you choose, please use a tracked and insured service and pack the item well. You remain responsible for the goods until they reach us, and glass in transit is easily broken.

If the item is faulty, damaged, not as described, or if we sent you the wrong thing, we pay the return cost. See Section 2.

SECTION 2 - FAULTY, DAMAGED OR INCORRECT ITEMS

Under the Consumer Rights Act 2015, goods we supply must be of satisfactory quality, fit for purpose and as described.

Please check your order when it arrives and contact us as soon as you can if anything is wrong. For breakages or leaks, a photograph of the item and the outer packaging helps us resolve things quickly and helps us claim against our carrier. Telling us promptly is helpful but is not a condition of your rights.

Within 30 days of delivery you have a short-term right to reject faulty goods and receive a full refund, including the original delivery charge.

After 30 days and within six months, you can ask us to repair or replace the item. If that is not possible, or does not fix the problem, you can claim a refund, which may be reduced to reflect the use you have had. In this period, a fault is presumed to have been present at delivery unless we can show otherwise.

After six months, the same remedies are available for up to six years in England, Wales and Northern Ireland, or five years from discovery in Scotland, but you may need to show the fault was present when the goods were delivered.

We will never charge you to return a faulty, damaged or incorrect item, and we will refund any postage you have reasonably paid to send it back.

Wine and Champagne faults

Corked, oxidised or otherwise faulty wine is covered. Please keep the bottle, the cork and the remaining contents, and contact us. We may ask you to return them so the fault can be assessed with the producer. We do not offer refunds where a wine is sound but simply not to your taste.

SECTION 3 - ITEMS WE CANNOT ACCEPT BACK

The law allows certain items to be excluded from the 14-day cancellation right. For change-of-mind returns, we cannot accept:

Personalised, engraved or bespoke items made to your specification, including special orders and bespoke hampers built to your brief
Perishable goods, including fresh food, flowers, plants, chocolates, cheese, patisserie and other items liable to deteriorate or expire rapidly
Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, including opened food, confectionery and beauty or personal care items
Any bottle that has been opened, or whose seal, cork, cage or capsule has been broken
Gift cards and e-gift vouchers

These exclusions never apply to faulty, damaged, out-of-date or incorrectly supplied goods. If any of the above arrives in poor condition, is not as described, or is not what you ordered, your rights under Section 2 apply in full.

SECTION 4 - SALE AND DISCOUNTED ITEMS

Sale items, clearance items and items bought with a discount code carry exactly the same rights as full-price items. You can cancel them within the periods in Section 1, and if they are faulty your rights under Section 2 apply.

Where a refund is due on an item bought with a discount code or as part of a multi-buy offer, we refund the amount you actually paid for that item after the discount was applied. If returning part of an order means the order no longer qualifies for an offer or a free delivery threshold, we may adjust the refund accordingly.

SECTION 5 - PERSONALISED AND ENGRAVED ITEMS

Engraved and personalised items are made to your specification and cannot be returned simply because you have changed your mind.

We reproduce your personalisation exactly as you submit it, and we do not correct spelling, grammar or dates. Please check your wording carefully before you order.

You are fully protected where the fault is ours. If the engraving does not match what you submitted, is poorly executed, or the bottle or item itself is faulty or damaged, contact us and we will remake it or refund you in full, at no cost to you.

Once engraving or personalisation has begun we cannot change or cancel the order, so please contact us quickly if you spot a mistake.

SECTION 6 - ALCOHOL

It is against the law for us to sell alcohol to anyone under 18. We cannot accept a return, or issue a refund, where we have reason to believe the purchaser or recipient is under 18.

Alcohol must be returned unopened with all seals intact. We cannot resell opened bottles, so we cannot refund them unless the contents were faulty.

Where a delivery of alcohol fails because no one aged 18 or over was available to receive it and provide proof of age, the order will be returned to us. We will refund the price of the goods but may retain a reasonable amount to cover the cost of the failed delivery and return.

SECTION 7 - GIFTS AND GIFT RECIPIENTS

Most of what we sell is sent to someone other than the person who paid. Please note:

The contract, and the right to cancel or claim a refund, belongs to the person who placed and paid for the order, and refunds are made to the original payment method
If you are the recipient of a gift and something is wrong with it, please still contact us. We will do what we can to put it right, and in most cases we can arrange a replacement without involving the sender
Where a gift is faulty, we will always try to resolve it discreetly and without disclosing the cost of the gift to the recipient

SECTION 8 - EXCHANGES

We do not process direct exchanges. The quickest way to get the item you want is to return the original for a refund under Section 1 and place a new order.

If an item is faulty, damaged or incorrect, we will send a replacement at no cost to you rather than asking you to reorder.

SECTION 9 - ORDERS DELIVERED OUTSIDE THE UK

The rights in this policy apply to all our customers.

If you are a consumer resident in the European Union, you may also have rights under the consumer law of your own country, and nothing in this policy removes them.

Where an order is delivered outside the UK, any customs duties, import taxes or handling charges you have paid are levied by the destination country and are not refunded by us. You may be able to reclaim them from your local customs authority. Return shipping costs from outside the UK on change-of-mind returns are your responsibility, and you should mark the parcel clearly as returned goods to avoid a further charge on import.

SECTION 10 - REFUNDS

We will let you know by email once we have received and checked your return.

Change of mind. We refund within 14 days of receiving the goods back, or within 14 days of you giving us proof that you have sent them, whichever is earlier.

Faulty, damaged or incorrect goods. We refund within 14 days of agreeing that a refund is due.

Refunds are made to the original payment method. We do not charge a fee for issuing a refund. Once we have processed it, your bank or card provider may take a few further days to show the money in your account, and we have no control over that timing.

Delivery charges. Where you cancel within the statutory 14-day period, we refund the original outbound delivery charge at our standard rate. If you chose a premium or named-day service, we refund the standard rate rather than the premium you paid. If you return only part of an order, the delivery charge is not refunded. Delivery charges are not refunded on goodwill returns made between days 15 and 30.

Deductions. Where you have asked us to provide a returns label on a change-of-mind return, we deduct the cost of that label. We may also deduct any reduction in the value of the goods caused by handling beyond what was necessary.

If more than 14 days have passed since we confirmed your refund and you have not received it, please contact us at bespoke@champagneandgifts.co.uk.

SECTION 11 - CANCELLING BEFORE DISPATCH

If you want to cancel before your order has been dispatched, contact us immediately at bespoke@champagneandgifts.co.uk or call 0203 893 4746 and we will stop the order if we can and refund you in full.

We cannot stop an order once it has left us, or once personalisation has begun, but your rights under Section 1 still apply on delivery.

SECTION 12 - COMPLAINTS AND CONTACT

For any question about returns or refunds, contact us at bespoke@champagneandgifts.co.uk or on 0203 893 4746.

If you are unhappy with how we have handled a return, please see the Complaints section of our Terms of Service. You can also get free, independent advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.

MODEL CANCELLATION FORM

You do not have to use this form. Any clear statement that you are cancelling is enough. But you are welcome to complete and return it if you prefer.

To: The Champagne & Gift Company LLP, trading as A Little Luxury London, Unit 13 York House, Langston Road, Loughton, IG10 3TQ. Email: bespoke@champagneandgifts.co.uk

I hereby give notice that I cancel my contract of sale of the following goods:

Goods ordered: ................................................................
Order number: ................................................................
Ordered on / received on: ................................................................
Name of consumer: ................................................................
Address of consumer: ................................................................
Signature (only if this form is sent on paper): ................................................................
Date: ................................................................

A Little Luxury London is a trading name of The Champagne & Gift Company LLP, a limited liability partnership registered in England and Wales under number OC349195. Registered office: 406 Roding Lane South, Woodford, IG8 8EY. VAT number GB 993 2290 93.

Last updated 110926