Last updated: 1st of June 2026
This Returns & Refunds Policy explains how cancellations, returns, refunds, replacements and faulty items are handled when you buy from LT Design Works.
LT Design Works is a trading name of LSBL Retail Limited, a company registered in England and Wales.
Company number: 15777509
Registered office: 130 Longmead Drive, Sidcup, England, DA14 4NZ, United Kingdom
Email: sales@lsbl-sales@ltdesignworks.com
Phone: +44 7377 196244
Nothing in this policy limits or excludes your statutory rights.
1. Contact details for returns
Before returning an item, please contact us first so that we can review the issue and provide return instructions where appropriate.
Email: sales@ltdesignworks.com
Please include:
- your order number;
- the email address used to place the order;
- the item you are contacting us about;
- the reason for your request;
- photographs if the item is faulty, damaged or incorrect.
Please do not send items back without contacting us first, as this may delay the handling of your return.
2. Faulty, damaged or incorrect items
If your item is faulty, damaged on arrival or not the item you ordered, please contact us as soon as possible at sales@ltdesignworks.com.
Please include your order number and clear photographs showing the issue.
Where an item is faulty, damaged or incorrect, we will offer an appropriate solution. This may include:
- a replacement;
- a refund;
- a repair, where suitable;
- another remedy agreed with you.
If you report a faulty item within 30 days of receiving it, you may be entitled to reject the item and receive a refund, subject to applicable consumer law.
3. Change-of-mind returns
Some of our products are produced or printed after you place your order.
For standard products that are not personalised, customised or made to your specific requirements, you may have the right to cancel your online order within 14 days after the day you receive the goods. After telling us you wish to cancel, you normally have a further 14 days to return the goods.
Returned items must be unused, unworn, unwashed and in a resaleable condition, with any original labels or packaging where applicable.
You are responsible for the cost of returning change-of-mind items unless we agree otherwise or the item is faulty, damaged or incorrect.
4. Personalised, customised and bespoke products
Some products may be personalised, customised or made to your specific instructions. This may include items featuring custom text, names, dates, images, artwork, customer-approved proofs or other personal choices that make the item unique to you.
Once production has started, personalised, customised or bespoke products usually cannot be cancelled, returned or refunded unless they are faulty, damaged or incorrect.
This does not affect your statutory rights where the product is faulty, not as described or not supplied as ordered.
5. Made-to-order products
Some products are made to order but are not necessarily personalised to you. Where a made-to-order product is a standard item selected from our website, such as a standard design, size or colour option, we will assess return and cancellation requests in line with applicable consumer law.
If you are unsure whether a product is personalised, customised, bespoke or a standard made-to-order item, please contact us before placing your order.
6. Size, colour and product appearance
Please check size guides, colour options and product descriptions carefully before ordering.
Product colours may appear slightly different depending on your screen settings, device display and production process. Minor colour variation is not usually treated as a fault unless the item is materially different from the product description.
If you ordered the wrong size or changed your mind, contact us and we will confirm whether a return or exchange is available for that item.
7. How to request a return
To request a return, email sales@ltdesignworks.com with your order number and reason for return.
If your return is accepted, we will provide return instructions.
Returned items should be securely packaged. We recommend using a tracked delivery service, as you are responsible for the item until it reaches us or the return address we provide.
8. Refund timing
Once we receive and inspect an accepted return, we will confirm whether the refund has been approved.
Approved refunds will be made to the original payment method where possible.
Refund processing times may vary depending on your bank, card issuer or payment provider.
9. Shipping costs and return postage
Original shipping charges may not be refundable for change-of-mind returns unless required by law.
If the item is faulty, damaged or incorrect, we will cover reasonable return postage where a return is required.
If you return an item without prior approval, we may be unable to reimburse return postage.
10. Non-returnable items
Unless faulty, damaged or incorrect, the following items may not be eligible for return:
- personalised products;
- customised products;
- bespoke products made to your specific instructions;
- items that have been worn, washed, used or damaged after delivery;
- items returned without appropriate packaging or care;
- items that cannot be resold for hygiene or condition reasons.
11. Exchanges
Exchanges may be available for some products, depending on the item and stock or production availability.
If you would like an exchange, contact us at sales@ltdesignworks.com before returning the item.
12. Contact us
For returns, refunds, damaged items or order issues, contact:
LT Design Works
Email: sales@ltdesignworks.com
Phone: +44 7377 196244