At the moment we are only shipping to the UK.

Please email contact@theltlshop.com with your order number if you would like to return.

We hope that you enjoy your products. In the unlikely event that the goods you receive are damaged or faulty in any way, or are not what you originally ordered, we will be happy to exchange the items or offer you a refund at the price you paid for these. Products must be returned to us within 30 days of the original purchase date. We encourage you to use a trackable service as any lost returns cannot be reimbursed.

Due to hygiene and health and safety reasons, we are unable to offer refunds or exchanges for non-faulty items.

If you require a refund because the product(s) is damaged or we have dispatched the wrong item(s), we will refund you the price paid for the goods by you as well as any postage paid on your order.

All items are inspected upon return. We will not provide a full refund if goods show signs of unreasonable use. In such circumstances, we will notify you that a reduced refund amount will be available or you can choose to arrange for such goods to be returned to you within 30 days of our notification.

Unfortunately, we cannot provide refunds for hair care product purchased at other retailers or in Live True London Salons. Only products purchased on theltlshop.com may be returned for refund.

Orders are unable to be amended once placed. 

Please allow 3-5 working days for order processing. Once dispatched, your order should arrive within 2-3 working days.

Occasionally, if there is higher demand than expected, our products go onto back order. This can cause a delay of up to 2 weeks. All orders will be fulfilled as soon as products are back in stock.

We cannot take responsibility for parcels that are signed for by anyone other than the intended recipient.

We are a team of professional hair stylists with over 10 years of experience in top London salons, and we pick nothing but the best premium hair care products for salon perfect hair at home.

If you would like a subscription, please select this option on the product page. This subscription will arrive monthly, and you will be charged 2 months in advanced.

Please ensure you are purchasing the correct gift card before checking out.

Online gift cards for theltlshop.com are issued via email automatically after check out and can be used immediately.

Gift cards for LIVE TRUE LONDON SALONS are issued with either a physical card or applied to your Live True London account. After purchase, we will reach out to you via email to set up your gift card as desired. Alternatively, email us at contact@livetruelondon.com to redeem.

We currently offer service package vouchers for LIVE TRUE LONDON salons. Once your order is placed, we will contact you to either book in or send you a gift card if this order is a gift. Please keep hold of the email order confirmation until the order is redeemed. Email book@livetruelondon.com with your order number to book in.