Frequently Asked Questions

After placing your order, an email will be sent with your order details.
You will then receive another email confirming the item has been dispatched and is on it’s way to you.

If you have made a mistake and you wish to amend your order, please contact out customer service team at cs@clubllondon.com as soon as you can and we will try our best to honour your request however we can not guarantee any changes will be made.
As We’re super quick at processing orders, If the order has already left our warehouse then unfortunately amendments cannot be made.

We can only cancel or amend order details if your order has not gone into our warehouse for processing.
Please contact our customer service team at cs@clubllondon.com ASAP and we will try our best to honour your request however we can not guarantee the cancelation will be made.

You can track your package by clicking on the link provided in your shipment confirmation e-mail or by logging into your account.

We're sorry to hear that you've received an incorrect or faulty item.
In the event that the goods are in any way faulty or there is an issue with your order, you MUST contact us within 24 hours after you have received your parcel so that we can resolve this issue.
Please contact us via Twitter or email with your order number, the name/product code of the item you were supposed to receive and any further details; and our customer service team will do their best to solve this issue for you.

If you are unhappy with your purchase, Items can be returned to us within 14 days of receipt as long as the item has all of its original tags firmly attached and is in an unworn condition.
Unfortunately we're unable to accept returns for any pierced jewellery or swimwear where the hygiene seal has been removed.

Remember to fill in your returns sheet with your request and put this sheet in your parcel when you return it back to us.
Don't forget to keep proof of postage or tracking number - we'll need this if there are issues with your return.
Currently we are unable to offer a pre paid return shipping services.
If you decide to send your item back for an refund/exchange the cost for sending the item back will be at your expense.

Please allow up to 21 working days for your refund to be processed, once a refund has been issued you will be notified via email.
Once the refund has been processed please allow 5-10 working days for the money to appear in your account.

For our full Returns Policy Click Here.

Yes we do ship worldwide but only to selected countries.
For further information please visit our International Delivery page.

You can be assured that shopping with Club L is safe.
We’re a member of 'Secure by MasterCard' and 'Verified by Visa'.
They both provide additional security whilst shopping online.

Security is very important to us at Club L and our site contains its own encryption software to ensure critically sensitive information, such as your name, address and your credit/debit card details are always safe.
Information passed between your computer and our website cannot be read in the event of someone else intercepting it.

Its so important to us at Club L that our dolls get their parcel, so for that reason we only use a signed for delivery service to ensure nothing gets lost.
Someone will need to be in to accept and sign for your delivery, no exceptions!
If there is no one in to sign for the delivery, a card will be left where you can arrange re-delivery or to collect from the depot.
We recommend using an address where it is guaranteed someone will be available to sign for your parcel, i.e. your work address.

We've got you covered!

We accept the following payment cards: Visa, Visa Debit, Master card and American Express.
We also accept PayPal and Apple Pay payments.