Refund policy

Returns and Refunds

We want you to be happy with your London Miniature piece. Because our miniatures are handmade, please read the following information before ordering.

Made-to-order pieces

Our miniatures are handmade to order and are produced specifically for each customer.

If you choose a standard configuration from the options shown on a product listing, your statutory consumer cancellation rights apply where required by law.

Where a piece has been made to your specific requirements or is clearly personalised, the statutory cancellation right for change of mind may not apply.

If you are unsure whether your proposed customisation affects your cancellation rights, please contact us before placing your order.

Changing or cancelling an order

If you need to change or cancel an order, please contact us as soon as possible at londonminiaturecompany@gmail.com

Once work has begun on a bespoke or personalised piece, cancellation may no longer be possible where the law permits an exception to the right to cancel.

Returns

Where you have a statutory right to cancel an online purchase, you must notify us within the applicable cancellation period and return the item within the required timeframe.

Unless the item is faulty, damaged or not as described, you are responsible for the cost of returning an item where you exercise a statutory cancellation right. Because our pieces are large and fragile, please contact us before arranging a return so that we can provide appropriate return instructions.

Faulty or damaged items

All London Miniature pieces are carefully made and packaged. If your item arrives damaged, is faulty, or is not as described, please contact us as soon as possible with photographs of the item and its packaging.

We will assess the problem and provide an appropriate remedy in accordance with your statutory consumer rights.

Refunds

Where a refund is due, we will process it in accordance with the applicable consumer protection legislation. Refunds will normally be made using the original payment method.

Nothing in this policy affects your statutory rights as a consumer.