DELIVERY
We pack every order ourselves in London and dispatch it within one to two working days.
Delivery is free on orders of £100 and over, and £4.95 on orders under £100. Your parcel arrives one to three working days after it leaves us, and you’ll get an email with tracking when it does.
Working days are Monday to Friday, excluding UK bank holidays.
For now we only deliver within the UK, including Northern Ireland and the Scottish Highlands and islands. We’d rather do one country well before we try more. If you’re abroad and want something, write to us and we’ll let you know when that changes.
If a parcel is late, lost or arrives damaged, tell us. We’ll chase it or send another, and you won’t need to deal with the courier.
RETURNS
You have 28 days from delivery to send something back if it isn’t right for you.
HOW TO RETURN
Email hello@laatu.store with your order number and what you’re sending back. You don’t have to give a reason, but it helps us if you do.
We’ll reply with the returns address.
Send it back with a tracked service and keep the proof of postage. If you still have the original packaging, please use it.
If you’ve changed your mind, the return postage is yours to pay. If the item is faulty or we sent the wrong thing, we’ll send you a prepaid label.
If you received something as a gift, you can return it the same way. We’ll refund the person who paid for it.
OPENED AND USED ITEMS
We can’t take back hand care or fragrance once the seal is broken, for hygiene reasons.
Candles that have been lit and coffee equipment that has been used can still come back. Because we can’t sell them again, we’ll take the loss in value off the refund, which can be up to the full price.
The same applies to anything else that comes back used or damaged beyond what you’d need to try it at home. We’ll always tell you before we take anything off.
REFUNDS
We refund to your original payment method within 14 days of the item reaching us, or of you sending us proof of postage if that’s sooner. If you return your whole order, we also refund any standard delivery charge you paid. Your bank may take a few more days to show it.
SOMETHING WRONG WITH IT
If an item is faulty, arrives damaged or isn’t as described, tell us as soon as you notice. Within 30 days of delivery you’re entitled to a full refund. After that we’ll repair or replace it, or refund you if neither works. None of this affects your legal rights.
For problems further down the line, see Care & Repair.
Last updated October 2026.