Refund policy
EB LONDON — Returns & Refunds Policy
Last updated: May 1, 2026
The majority of pieces on EB London are handmade, bespoke, or made-to-order. We ask that clients review specifications carefully before confirming an order, as many items are produced specifically to client requirements.
1) Overview
We offer a 30-day return window on eligible items. This means you must notify us within 30 days of receiving your order that you wish to return it.
This policy does not affect your statutory rights (including your rights in relation to faulty or misdescribed goods).
2) Return eligibility
To be eligible for a return, items must be:
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unused and in the same condition as received
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with all original packaging, accessories, tags, and documentation
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accompanied by proof of purchase (order confirmation/receipt)
If an item has been handled beyond what is necessary to inspect it, we may deduct any diminished value from your refund.
3) How to request a return
To start a return, email info@eblondon.com with:
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Your order number
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the item(s) you wish to return
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the reason for return (optional, but helpful)
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photos if there is any damage or defect
If your return is approved, we will send return instructions and (where applicable) a return label. Please do not send items back without approval—unapproved returns may be refused.
Return address: Provided with your return authorisation.
4) Return shipping
Unless the return is due to our error (wrong item supplied) or an item being faulty/damaged, return shipping costs are the customer’s responsibility.
For high-value items, we may require tracked/insured return shipping and signature on delivery. If you use your own courier, you are responsible for the item until it arrives back with us.
5) Non-returnable items (important)
The following are non-returnable, except where faulty or not as described:
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Bespoke, made-to-order, personalised, engraved, monogrammed, or commissioned items, and any item produced to your specifications
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Items that have been used, installed, assembled, or altered after delivery
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gift cards/store credit
If you are unsure whether an item is made-to-order or bespoke, please contact us before purchasing.
6) Damages, defects and wrong items
Please inspect your order on receipt. If your item is damaged, defective, or incorrect, contact us at info@eblondon.com within 48 hours of delivery (or as soon as reasonably possible) and include photos. We will assess the issue and arrange the appropriate resolution (repair, replacement, or refund, depending on the circumstances).
7) Exchanges
We do not offer direct exchanges. The fastest way to obtain an alternative is to request a return (if eligible) and place a new order once the return is approved.
8) Refunds
Once we receive and inspect your return, we will confirm approval status by email.
If approved, refunds are issued to the original payment method. We aim to process refunds within 10 business days, but in any event, no later than 14 days after we receive the returned goods (or, where applicable, after you provide evidence of return).
Banks and card providers may take additional time to post the refund.
9) UK & EU consumer cancellation rights (distance selling)
If you are a consumer in the UK or EU and you placed your order online or by phone/email, you may have a legal right to cancel eligible purchases within 14 days of delivery without giving a reason.
This cancellation right does not apply to:
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bespoke / made-to-order items made to your specifications
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personalised or engraved goods
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commissioned work
To exercise a cancellation right, contact info@eblondon.com within the relevant timeframe. You must take reasonable care of the goods while in your possession and return them in accordance with our instructions.