Returns & Refunds

Landau Store — landaustore.co.uk

Last updated: April 2026

At Landau Store, we want you to love what you buy. If something isn’t right, we make returns simple, free and hassle-free. Got a question? Call us on +44 (0)1303 257511 or email sales@landaustore.co.uk — our team is always happy to help.

The Short Version

•       Free UK returns on all orders — label included in your parcel

•       28-day return window from the date you receive your order

•       Refunds processed within 3–5 working days of us receiving your return

•       Extended Christmas returns — buy between 1 Nov and 7 Dec, return until 7 Jan

•       International returns: return postage is at your own expense

 

What Can Be Returned?

We accept returns on any item that is:

•       Returned within 28 calendar days of receipt

•       In its original, unworn and unwashed condition

•       With all tags still attached

•       In its original packaging

 

Items that have been worn, washed, or returned without tags cannot be accepted. This does not affect your statutory rights in the case of faulty or misdescribed goods.

How to Return — UK Customers

Returning is easy and completely free:

1.    Find the free return label included in your parcel.

2.    Pack your item(s) securely in their original packaging. Please do not apply tape directly to any branded shoe box or product box — wrap with additional packaging first.

3.    Include a note with your order number and the reason for your return. If you’re returning a faulty item, please describe the fault clearly.

4.    Drop your parcel off at any Post Office.

5.    Keep your Post Office receipt — this is your proof of return and will be required if your parcel is lost in transit.

 

Returns address: Landau Store, 111 Sandgate Road, Folkestone, Kent, CT20 2BL, United Kingdom.

How to Return — International Customers

We do not currently provide free return labels for international orders. The cost of returning unwanted goods is at your own expense.

For your protection, please use a tracked and insured delivery service. We cannot accept responsibility for returned goods that are lost or damaged in transit.

Once we receive your return, we will process your refund and notify you by email. International returns may take longer to reach us — please allow additional time.

Important — customs refused or unclaimed parcels: If you refuse delivery of your parcel or leave it unclaimed — for example because you do not wish to pay customs or import charges — this is not treated as a standard return. If the parcel is returned to us as a result, we reserve the right to deduct the following from any refund issued:

•       The original outbound shipping cost

•       Any return shipping or customs costs incurred by us

•       A restocking fee of up to 15% of the order value

 

Refusing a parcel at customs does not constitute a valid cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. We are not liable for goods that are seized or destroyed by customs authorities. Please see Section 4 of our Terms and Conditions for full details.

Refunds

Once we receive your returned item(s) and confirm they meet our returns criteria, we will process your refund within 3–5 working days. Refunds are issued to your original payment method.

Please allow UK returns 2–3 working days to reach us by Royal Mail before your refund is processed.

You will receive a confirmation email once your refund has been issued. If you haven’t received it within 10 working days of posting your return, please contact us at sales@landaustore.co.uk.

Exchanges

If you’d like a different size or colour, simply return your item following the steps above and place a new order on our website. This is the quickest way to get the right item to you. If you need help finding the right size, call us on +44 (0)1303 257511 before ordering — our team are experts.

Faulty or Incorrect Items

If you’ve received an item that is faulty, damaged or different from what you ordered, we’re sorry — and we’ll sort it straight away.

Please contact us at sales@landaustore.co.uk or call +44 (0)1303 257511 before sending anything back. We’ll arrange a prepaid return label and offer you a full refund, exchange or replacement — whichever you prefer.

Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy.

Christmas Returns

Buying a gift? No problem. Any item purchased between 1 November and 7 December can be returned until 7 January. This gives the recipient plenty of time to return or exchange if needed.

The standard 28-day returns policy applies to all purchases made after 7 December.

Your Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 calendar days of receiving your goods without giving any reason. Simply contact us at sales@landaustore.co.uk or call +44 (0)1303 257511 to let us know.

Please note: Refusing delivery at the point of customs in order to avoid import charges does not constitute a valid cancellation under these regulations. Please see our policy on refused and unclaimed parcels above.

 

Still have a question? We’re always happy to help. Call us on +44 (0)1303 257511, email sales@landaustore.co.uk, or visit us in store at 111 Sandgate Road, Folkestone, Kent.

 

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Landau Store Limited trading as Landau Store

111 Sandgate Road, Folkestone, Kent, CT20 2BL

sales@landaustore.co.uk | +44 (0)1303 257511