Shipping, Delivery & Returns
We are processing orders Monday to Fridays :)
Cut-off time is 3pm of the day prior to shipping. Delivery time is calculated from the day your order is shipped.
🛍️Free Local Pick-up
From our HQ in Camden Town
You can choose to pick-up your order directly from our workshop in Camden Town and don't pay any shipping fees. Just select the option during check out.
Orders can be collected on Fridays, Saturdays & Sundays.
Check our opening hours on Google Maps. You will receive a notification once your order is ready.
🚚Shipping Options
United Kingdom
Delivery time: Up to 3 business days from when order is shipped.
Tracked Parcel: £5
Europe
Maximum weight: All international orders have a limit of 2kg per order, which is about the weight of 4 mugs + a few light items. If you would like to order more than that, please place 2 separate orders :)
Delivery time: Up to 7 business days from when order is shipped.
Tracked Large Letter: £10 - Valid only for flat products like Prints, Coasters or a few Fabrics.
Tracked Parcel up to 2kg: £15 - orders with up to 4 Mugs or various product mix of similar weight
------------------
⚠️VAT Refund for EU Orders
Oh Brexit... Since the UK is no longer part of the EU, new regulations in place mean EU customers may have to pay extra VAT on orders coming from the UK, which could increase your final order value significantly.
Our EU customers are super important to us and we don’t want to see you go because prices got too high, so we are here to help! How? By making a refund for the same value of VAT you get charged (equivalent in Pounds £) in case your order get stuck in customs in your home country 🌈
All you have to do is:
1- Email us at hello@tohomefromlondon.com with a refund request
2- Tell us your order number
3- Attach the VAT receipt from customs
You will still need to pay tax, but this will be at your own countries’ rate, and will be payable through your courier service on arrival. However, since we will refund you for the same amount, it means that there will be no final price difference for you 😊
Once your order is shipped, you will receive a text/email/call from the courier confirming how much will need to be paid on arrival to receive your parcel.
Please note: Your country may also charge a postal processing fee. In our experience so far, this has been around £5. We will not refund you for extra postal charges.
Important: This is not an automatic refund. We will only refund orders that were in fact stopped in transit and when customers make a request by email sending us a VAT charge receipt as proof.
If you don't pay the Import Tax and your order is returned to us because of that, there will be extra Custom Charges on top of that and we will only the able to refund you the value left after discounting all liable taxes.
United States & Canada
Maximum weight: All international orders have a limit of 2kg per order, which is about the weight of 4 mugs + a few light items. If you would like to order more than that, please place 2 separate orders :)
Delivery time: Up to 10 business days from when order is shipped.
Tracked Large Letter: £15 - Valid only for flat products like Prints, Coasters or a few Fabrics.
Tracked Parcel up to 2kg: £25 - orders with up to 4 Mugs or various product mix of similar weight
Australia
Maximum weight: All international orders have a limit of 2kg per order, which is about the weight of 4 mugs + a few light items. If you would like to order more than that, please place 2 separate orders :)
Delivery time: Up to 10 business days from when order is shipped.
Tracked Large Letter: £17 - Valid only for flat products like Prints, Coasters or a few Fabrics.
Tracked Parcel up to 2kg: £30 - orders with up to 4 Mugs or various product mix of similar weight
Brazil
Peso máximo: Todos os pedidos internacionais têm um limite de 2kg por pedido, o que representa certa de 4 canecas mais alguns items leves. Se você gostaria de pedir mais que isso, por favor faça 2 pedidos separados.
Tempo de entrega: Em torno de 20 dias úteis a partir do dia de envio.
Tracked Large Letter: £17 - Valido somente para produtos leves como Prints, Porta-copos ou Tecidos leves.
Tracked Parcel up to 2kg: £30 - pedidos com até 4 canecas ou mix de produtos com peso equivalente.
------------------
⚠️ATENÇÃO À TAXA DE DESPACHO POSTAL:
Todos os pedidos para o Brasil estao sujeitos a uma taxa chamada “Despacho Postal”.Para garantir que o seu pedido não fique parado na alfândega, você deve se cadastrar no site dos Correios Brasil e acompanhar o seu pedido com o Tracking Number que enviamos por email.
O custo de envio do nosso site cobre o correio desde Londres até a sua casa, porém o Despacho Postal deve ser pago pelo cliente, diretamente no site dos Correios Brasil.
Pedimos um pouco de paciência para os pedidos para o Brasil, nesses ultimos messes os pedidos estao demorando entre 6 e 8 semanas para chegar.
Other Countries**
Maximum weight: All international orders have a limit of 2kg per order, which is about the weight of 4 mugs + a few light items. If you would like to order more than that, please place 2 separate orders :)
Delivery time: Up to 20 business days from when order is shipped.
Tracked Large Letter: £17 - Valid only for flat products like Prints, Coasters or a few Fabrics.
Tracked Parcel up to 2kg: £30 - orders with up to 4 Mugs or various product mix of similar weight
**If you can't find your Country in the checkout page, please contact us on hello@tohomefromlondon to see if we can create a bespoke order for you.
📩Returns
Returns, Exchanges & Refunds
Returns, Exchanges & Refunds
We seriously doubt that you will ever want to return your amazing souvenirs, but these are the instructions just for some piece of mind:
• Refunds will only be issued for unused or faulty items returned to us within 30 days.
•We do not accept exchange or returns for personalised items. Please make sure to review spelling before placing your order.
• Original shipping charges are non-refundable.
• Return delivery of the unwanted item must be arranged and paid for by the customer.
• We are unable to refund or exchange any items which have been damaged whilst in the customer's care or lost in transit.
We recommend you select a tracked service and retain proof of postage in case there are any issues with the return shipping.
STEP 1: Submit Your Return Request
You can submit your return by emailing us at hello@tohomefromlondon within 14 days of receiving your item.We need your order number, the product(s) you want to return and the reason for it.
STEP 2: Pack the Products
Put the product(s) in their original package (where applicable) or in a well sealed package. If you are using the original packaging please remove any old shipping labels.
STEP 3: Send it Back
Return Address is:
To Home From London
1 Water Lane
London
NW1 8NZ
United Kingdom
We will process your return as soon as we receive your product(s). After receiving your return, you will receive a confirmation from us by email. We will settle everything within 2 weeks.