Frequently Asked Questions

General Questions

How is The London Ethical different to other online stores?


When you shop with us, you'll have our guarantee that everyone involved in the manufacture and distribution of our products have good working conditions and a decent living wage. We go as far as possible to make sure everything is produced with a minimal impact to the planet and most of our stock is in recycled and recyclable packaging.




What do I do if I've forgotten my password?


Don't worry - we all forget our passwords from time to time. There's a 'forgotten password' link on the sign in page. If you're still stuck, contact the team at hello@thelondonethical.co.uk and we'll get you back on track.




What if I'm out when my parcel arrives?


If you have selected standard delivery and your parcel weighs less than 2 kilos then it will be sent with Royal Mail and should arrive with your usual postie. In the UK, Royal Mail usually leave a card if the recipient is out, with instructions on how to arrange redelivery or collect from your local sorting office. Orders over 2 Kg, or sent using the next day or signed for service will require a signature. If there’s nobody there to sign for the parcel then a card will be left with a number you can call to arrange redelivery.




What do I do if there’s something wrong with my order?


We have a friendly and knowledgeable team on hand to help with any order queries, so please drop us an email to hello@thelondonethical.co.uk and we'll do everything we can to sort things out.




How do I know that I'm protected when buying online?


All payments on The London Ethical Store are secured by HTTPS / TLS encryption and it is safe for you to purchase from our site. TLS is the industry standard and is used by millions of websites in the protection of their online transactions with their customers. Additionally, The London Ethical Store only works with payment gateways that offer the highest level of security certification (PCI DSS Level 1). We also accept payments through PayPal for added reassurance that all your information is safe. When you send a payment using PayPal, we won't receive sensitive financial information like your credit card or bank account number.





Furniture Delivery & Returns

What are the Restrictions on Return of Handcrafted Furniture?


All returns must be in the original packaging and in the same condition as it was received.

All returns must be submitted with complete evidence and information within 2 working days of your delivery. We do not consider evidence submitted outside the agreed deadlines.

The courier company will only collect the returned product from the registered shipping address (meaning, the original delivery address) and under no circumstances will the product be collected from another address. This safeguard is in place to inspect the product at the original address to avoid any possibility of breakage in subsequent transits.

If the product has been moved to another address, the return stands void.




How do I get tracking information for my furniture delivery?


Please leave your phone number and email address as a note when placing your order. If you provided a mobile phone number, a text message will be sent to you to confirm delivery date. In addition, the crew will phone when they are en route.

Please note
The first delivery attempt is absolutely free, however any subsequent delivery attempts or any changes made to the order such as re-delivery, change of address or contact details will have a charge.




What happens if I miss my furniture delivery?


Please contact us immediately.

The first delivery attempt is absolutely free, however any subsequent delivery attempts or any changes made to the order such as re-delivery, change of address or contact details will have a charge.




Why doesn't my furniture doesn't look exactly like the picture?


100% of our products are hand-crafted individually. Further, most of our products are hand-made from solid wood, hence variation in size, colour, finish, texture, natural grain pattern, knots, movement of timber, etc are an integral part of the way products are naturally made and promoted. We strongly recommend that you have made yourself fully aware about the nature of our offered hand-made solid wood products to avoid any disenchantment at a later stage. We regret we will not treat any of the above variations as defects, as these are natural occurrences.