Returns - Physical Products

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.

CLICK TO START THE RETURN PROCESS

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. 

Service Vouchers

You may cancel your Live True London service voucher within 14 days of purchase, as long as it has not yet been redeemed or the use by date has not passed. To cancel your voucher, email us at contact@theltlshop.com with your full name, the voucher you would like to cancel and order number and with “Cancellation” marked in the email subject line. 

 

Issues & Queries

If you have an issue or query about your order not relating to a return, you must contact us within 10 days of placing your order.