Terms & Conditions

Terms and Conditions

Introduction

Welcome to London Houseware (Company Reg. Name: London Gift Zone Ltd) (“we,” “us,” or “our”). By accessing or using our website (the “Site”) and services, you agree to be bound by these Terms and Conditions. If you do not agree to these terms, please refrain from using our Site. These Terms apply to all visitors, users, and others who access or use the Site.

  1. General Information
1.1 Company Information
London Gift  Zone  Ltd
Registered in United Kingdom
Company Registration Number: 13968551
VAT Registration Number: GB 426129409
Registered Office:  Unit 2M Shambhav House Harrow London United Kingdom HA1 1NA
1.2 Contact Details
For queries, please contact our customer service team via email at support@londonhouseware.com or by phone at 020 7870 3456.
  1. Product Information
2.1 Product Descriptions
We strive to provide accurate descriptions of the products we sell. However, we do not warrant that the descriptions, colour, or other content available on the Site are accurate, complete, reliable, current, or error-free. Any reliance on the material on this site is at your own risk.
2.2 Availability
Products displayed on the Site are subject to availability. We reserve the right to discontinue any product at any time without notice.
  1. Pricing
3.1 All prices are displayed in £ sterling and excludesVAT unless stated otherwise. Prices are subject to change at any time without prior notice. However, once you have placed an order, the price that applies is the one displayed at the time of your order.
3.2 We reserve the right to change any advertised prices at any time. Please note that prices go up and down on a daily basis.
3.3 In the event that an item is listed at an incorrect price due to a typographical error, we reserve the right to cancel any orders placed for products listed at the incorrect price. We will notify you of such cancellations and refund any payments made.
  1. Payment Methods
4.1 Payment can be made by most major credit cards. We also accept any debit card and PayPal.
4.2 We also have other payment methods which are subject to acceptance with PayPal Credit, Klarna, Clearpay.
4.3 Full payment for your Goods is taken when a new order is created unless we confirm otherwise (only applicable to non-finance purchases).
4.4 We do not give out paper invoices. We will email an order summary to you if you have given us an email address.
  1. Delivery and Shipping
5.1 Delivery Areas
We deliver to all over UK (except Northern Ireland).
5.2 Delivery Charges
Delivery charges may apply based on the destination and size of the order. All applicable delivery fees will be calculated at checkout.
5.3 Delivery Times
Estimated delivery times are provided during the checkout process. Please note that these times are estimates, and we cannot guarantee that your order will arrive within the stated timeframe.
  1. Returns and Refunds
6.1 Returns Policy
You have the right to return goods within 14 days from the date of delivery. Items must be returned unused, in their original packaging, and in the condition in which they were received.
6.2 Refunds
Refunds will be processed within 14 Days after we receive and inspect the returned goods. The refund will be issued to the original payment method.
For detailed information please visit our Return & Refund Policy
  1. Warranty
7.1 All products sold on our Site come with a minimum 12 months manufacturer’s warranty, unless otherwise stated. The warranty covers any manufacturing defects but does not cover damage caused by misuse, wear and tear, or unauthorized repairs. These warranties are subject to the following conditions:
7.1.1 – The appliance has been used exclusively for domestic purposes and is located in a domestic setting (i.e., not used for commercial or trade purposes).
7.1.2 – The appliance has been operated strictly according to the instructions in the user manual.
7.1.3 – The appliance has not been misused, involved in an accident, modified, or repaired by anyone other than authorized manufacturer service engineers.
7.2 For any appliance with a guarantee longer than 12 months, it must be registered within 28 days of receipt to be eligible for the extended coverage.
  1. Pickup in Store
8.1 Payment
Full payment will be taken online at the checkout. We will not accept payment at the warehouse when you collect.
8.2 Failure to collect
If you do not collect your order within 48 hours of your selected collection date, we will automatically cancel and refund your order. To collect the items at a later date, you will need to place a new order.
8.3 Collection Time
Orders placed for Pickup in Store can only be cancelled if you contact us by 9 p.m., two days before delivery. Once an order is placed with Pickup in Store, no changes can be made to it.
8.4 Location
Our pickup in store point is located at Unit 2M, Shambhav House, Harrow, London, United Kingdom, HA1 1NA. This service is available for any in-stock items. Simply select the ‘Pickup in Store’option at checkout, choose your preferred collection day, and we’ll reserve the item for you to pick up at your convenience.
8.5 Return of pickup in store items
Even if you choose Pickup in Store as your delivery method, returns cannot be made directly to the store. Instead, we will arrange to pick-up any unwanted items from an address of your choice.
If you no longer want the product, the quickest way to receive a refund is to visit the selected store for pick-up and reject the item. If you leave the product at the Pickup in Store, we will attempt to contact you.
  1. Limitation of Liability

We will not be held responsible for any direct, indirect, incidental, or consequential damages arising from the use of our products or services. In any case, our liability shall be limited to the amount paid by you for the product.

  1. Intellectual Property

All content on this website, including text, images, graphics, and logos, is our property or the property of our licensors and is protected by intellectual property laws. You may not use or reproduce any content without our prior written consent.

  1. Force Majeure Events
11.1 We are not liable or responsible for any failure or delay in fulfilling our obligations under the Contract if the cause is an event beyond our reasonable control, including:
11.1.1 – Natural disasters such as acts of God, floods, droughts, earthquakes, or other similar events;
11.1.2 – Epidemics or pandemics;
11.1.3 – Terrorist attacks, civil wars, riots, civil unrest, war, threats of or preparations for war, armed conflicts, sanctions, embargoes, or breakdowns in diplomatic relations;
11.1.4 – Nuclear, chemical, or biological contamination or sonic booms;
11.1.5 – Government actions or laws, including export/import restrictions, quotas, prohibitions, or failure to grant necessary licenses or approvals;
11.1.6 – Building collapses, fires, explosions, or accidents;
11.1.7 – Labour or trade disputes, strikes, industrial actions, or lockouts;
11.1.8 – Failures in performance by suppliers or subcontractors;
11.1.9 – Utility service interruptions or failures.
These are collectively referred to as "Force Majeure Events."
11.2 If a Force Majeure Event affects our ability to perform our obligations under the Contract:
11.2.1 – We will notify you as soon as reasonably possible; and
11.2.2 – Our obligations under the Contract will be suspended, and the time for performance will be extended for the duration of the event. If the event affects the delivery of goods, we will arrange a new delivery date once the event is over.
11.3 If a Force Majeure Event lasts for more than 30 days, you may cancel the Contract. To do so, please contact us. If you choose to cancel, you must return any unused goods at your own expense, and we will refund the amount you paid for them.
  1. Governing Law

These terms and conditions shall be governed by and construed in accordance with the laws of United Kingdom. Any disputes arising from these terms will be subject to the exclusive jurisdiction of the courts of United Kingdom.

  1. Data Security
13.1 We will use the personal information you provide to us for the following purposes:
13.1.1 – To deliver the goods to you;
13.1.2 – To process your payment for the goods;
13.1.3 – To identify you in the future if you need to contact us about your purchase;
13.1.4 – To inform you in the unlikely event of a manufacturer’s safety notice or product recall;
13.1.5 – If you consented during the order process, to send you information about similar products we offer. You can opt out of receiving these communications at any time by contacting us.
For further details, please refer to our privacy policy.
13.2 We will adhere to applicable data protection laws in the UK when processing any personal data you provide to us.
  1. Changes to Terms and Conditions

We reserve the right to amend these terms and conditions at any time. Any changes will be posted on this page, and it is your responsibility to review them regularly.

  1. How to make a complaint
At London Houseware, we strive to ensure our customers receive the best products and the highest level of service and care. However, sometimes things don’t go perfectly, and if you’re not completely satisfied with your experience, we want to know so we can put it right.
When things go wrong, we aim to:
    • Make it easy for you to let us know what went wrong.
    • Give your complaint the attention it deserves.
    • Resolve your issue fairly and promptly.
    • Ensure you are satisfied with how your complaint was handled.
15.1 How to Complain
If you're unhappy with any aspect of our service or the products you’ve received, you can raise a complaint in the following ways:
  • Call our helpful customer service team on 020 7870 3456 (Mon-Fri: 9 a.m. - 4 p.m.).
  • Email us at support@londonhouseware.com
  • Write to us at: London Houseware, Unit 2M, Shambhav House, Harrow, London, United Kingdom, HA1 1NA.
15.2 Resolution Process
We aim to respond to complaints within 48 hours of your initial contact. Sometimes there may be delays as we work with manufacturers and third parties to achieve the best outcome, but we will keep you updated throughout the process. We may also request additional information, such as images, to help resolve the issue. Please include your order number when you contact us to ensure we can handle your complaint efficiently.
15.3 Financial Ombudsman
If we have not resolved your complaint within eight weeks, we will send you a final response letter detailing our findings. If there is a delay, we will inform you of the reasons and when you can expect a final response.
If you are still dissatisfied and your agreement is regulated by the FCA, you are entitled to refer your complaint to the Financial Ombudsman Service free of charge. This must be done within six months of the date of our final response.
For more information, visit the Financial Ombudsman Service website at www.financial-ombudsman.org.uk.