Returns, cancellations and refunds
1.1 Returns
Returning an item to us is free and easy. If for any reason you are not happy with a product you’ve purchased, you can return it to us within 28 days of receipt for a refund. Once we have inspected the item, we will refund back to your original payment method.
Your return will typically take between 1 to 2 business days to arrive with us. We aim to process your refund within 7 working days of receipt of the returned goods.
To return a product to us, please follow the steps below.
Unfortunately, we are unable to process returns from the Channel Islands. Customers from these locations may, however, return items to our warehouse at their own cost.
For Returns via Collect+
This is our primary returns method, which will be suitable for the majority of parcels. Please use for parcels up to 60cm in length and 10kg in weight.
If you would like to track the progress of your return, you can enter the tracking ID from your Collect+ receipt here.
For Returns via Post Office
Available for very large boxes that exceed 60cm in length or 10kg in weight.
We can generate a printable Royal Mail returns label on request should you have a very large parcel to return, or in the event that you do not have a Collect+ store nearby.
To request a Royal Mail returns label, please email info@lsa-international.com with your order number. We aim to deal with all requests within 1 working day.
We will provide you with a label to print at home and attach to your parcel. Please remember to enclose your returns form, which can be found with your parcel slip or downloaded here. Once carefully packaged, please drop off your parcel at your local Post Office branch. Your parcel will be scanned by the cashier and taken for delivery. You will be provided with a receipt containing your tracking ID.
Your return will typically take between 1 to 2 business days to arrive with us. We aim to process your refund within 7 working days of receipt of the returned goods.
To return a product to us, please follow the steps below.
Unfortunately, we are unable to process returns from the Channel Islands. Customers from these locations may, however, return items to our warehouse at their own cost.
For Returns via Collect+
This is our primary returns method, which will be suitable for the majority of parcels. Please use for parcels up to 60cm in length and 10kg in weight.
- Complete our returns form. This can be found with your parcel slip, or can be downloaded for printing by clicking here.
- Package the product/s securely to ensure they arrive intact and with undamaged original packaging. Include your completed returns form within the package.
- Click here to generate your returns label. After completing the form, a printable label will be generated. A copy will also be emailed to you. Please print and attach this to your package. Alternatively, your returns email will contain a link to a ‘print in store’ barcode. Simply present the barcode to the Collect+ cashier, who will then print and attach the label for you.
- Click the link in the email to find your nearest Collect+ location and drop off your package. Alternatively, you can click here to find your nearest Collect+ returns location. On drop off, you will be provided with a receipt containing your tracking number. Please retain for your records.
If you would like to track the progress of your return, you can enter the tracking ID from your Collect+ receipt here.
For Returns via Post Office
Available for very large boxes that exceed 60cm in length or 10kg in weight.
We can generate a printable Royal Mail returns label on request should you have a very large parcel to return, or in the event that you do not have a Collect+ store nearby.
To request a Royal Mail returns label, please email info@lsa-international.com with your order number. We aim to deal with all requests within 1 working day.
We will provide you with a label to print at home and attach to your parcel. Please remember to enclose your returns form, which can be found with your parcel slip or downloaded here. Once carefully packaged, please drop off your parcel at your local Post Office branch. Your parcel will be scanned by the cashier and taken for delivery. You will be provided with a receipt containing your tracking ID.
1.2 Cancellations
You can cancel your order with us at any time up to 14 days after you receive the goods. Simply notify us in writing, either by post or by email to info@lsa-international.com.
If your order has been delivered, you will be responsible for returning the goods to us. We will be happy to offer you a refund on the returned products, provided that all received items are in an acceptable condition.
If your order has been delivered, you will be responsible for returning the goods to us. We will be happy to offer you a refund on the returned products, provided that all received items are in an acceptable condition.
1.3 Returned or cancelled products
To be eligible for refund, products returned to us must be in an acceptable condition; this means that they must be complete, in perfect condition, unused, unwashed and with the original packaging.
1.4 Refunds
If you are eligible for a refund, we will refund the card used to pay for the original order. Please note that it is your responsibility to notify us of any changes to your card details. We aim to action refunds within 7 working days from receipt of the returned goods.
1.5 Gift cards
The value of any goods paid for using a gift card that are subsequently returned for a refund will be credited to a new gift card. The new gift card will be automatically sent to the email address originally provided when purchased.
If a refund is made for any purchase using an LSA gift card and another method of payment, then any refund amount owing will be credited to the other method of payment (i.e. a credit card, debit card or Paypal) in the first instance. For full gift card terms & conditions, please click here
If a refund is made for any purchase using an LSA gift card and another method of payment, then any refund amount owing will be credited to the other method of payment (i.e. a credit card, debit card or Paypal) in the first instance. For full gift card terms & conditions, please click here
Policies and processes
2.1 Delivery
Orders placed before the specified cut off time will be processed and delivered as per your request, providing further security checks are not required and all products are available.
If delivery cannot be made to your address you will be informed as soon as possible.
Every effort will be made to deliver the products as soon as possible after your order has been accepted. However, we will not be liable for any loss or damage suffered by you through reasonable or unavoidable delay in delivery. In this event we will inform you of any delay as soon as possible.
Ownership of an item will not pass to you until we have delivered the item to you, either directly, or by leaving it in a safe place or with a neighbour. When an item is delivered the risk of damage to or loss of the item passes to you.
If delivery cannot be made to your address you will be informed as soon as possible.
Every effort will be made to deliver the products as soon as possible after your order has been accepted. However, we will not be liable for any loss or damage suffered by you through reasonable or unavoidable delay in delivery. In this event we will inform you of any delay as soon as possible.
Ownership of an item will not pass to you until we have delivered the item to you, either directly, or by leaving it in a safe place or with a neighbour. When an item is delivered the risk of damage to or loss of the item passes to you.
2.2 Faulty product
We take quality control very seriously but in the unlikely event that you receive a faulty product please notify us by emailing info@lsa-international.com within 10 days of delivery. In this email, please include your order number and details of the items affected, along with photographs that clearly display the fault in question.
If we establish there is a fault present, we will then either:
If we establish there is a fault present, we will then either:
- Replace with the same item;
- Refund in line with our refund policy.
If the goods are found to be faulty, we will also cover the cost of your returns postage.
2.3 Items broken during delivery to you
Our products are packed with care and consideration. We're well practiced in sending glass so it rarely breaks in the post. In the unlikely event that this does happen you will need to provide us with the following information, by email to info@lsa-international.com, within 48 hours of delivery:
1. Your order number
2. Photographic evidence of the broken product, making the quantity and product itself clear
3. Details of the product names, and quantities broken
4. Whether you would like a replacement or refund
If the fault is verified we will either:
1. Your order number
2. Photographic evidence of the broken product, making the quantity and product itself clear
3. Details of the product names, and quantities broken
4. Whether you would like a replacement or refund
If the fault is verified we will either:
- Replace with the same item;
- Refund in line with our refund policy.
2.4 Wrong item delivered
If we supply you with the incorrect item you must notify us within 10 days. The goods should be returned to us in line with our returns instructions above. Once we have received the goods and we confirm that it is in fact an incorrect item we will either:
- Replace with the correct item;
- Refund in line with our refund policy.
2.5 Extra items delivered
If we supply you with extra items please notify us immediately. Goods should be returned to us in line with the returns procedure, if you do not adhere to this procedure and are found to be in possession of goods that you have not paid for, you may be charged for the goods.
2.6 Product bundles
Should you purchase a product bundle, you will be required to return every item from within that bundle to be eligible for a full refund. In the event that a bundle purchase is only partially returned to us for refund, the bundle saving will no longer apply and we reserve the right to refuse refund, or issue a reduced, partial refund at our discretion. In the event that a partial refund is offered, the refund value will be reduced based on the full RRP value of any unreturned items.