FAQs
Last Updated: 28 June 2026
Welcome to the London Souvenir FAQ page.
This page provides answers to commonly asked questions regarding our products, orders, shipping, payments, returns, and customer support.
If you require additional assistance, please contact us at support@londonsouvenir.uk.
General Questions
Q. What is London Souvenir?
A. London Souvenir is an online store offering gift and decorative products, including:
- Everyday Gifts
- Executive Gifts
- Home Decoration Gifts
- Keepsake & Memory Gifts
Q. Where are you located?
A. 97 Westminster Bridge Rd, London SE1 7HR, United Kingdom.
Q. How can I contact you?
A.
Business Email: support@londonsouvenir.uk
Business Phone: +44 20 7928 8908
Orders
Q. How do I place an order?
A. Browse our website, select your preferred products, add them to your shopping cart, and complete your purchase through checkout.
Q. Can I modify or cancel my order?
A. Orders may only be modified or cancelled before processing begins. Please contact us as soon as possible if you need assistance.
Q. Will I receive an order confirmation?
A. An order confirmation email may be sent after your order has been successfully placed.
Shipping & Delivery
Q. How long does delivery take?
A.
- Processing Time: 1–2 Business Days
- Transit Time: 3–4 Business Days
- Estimated Delivery Time: 4–6 Business Days
Delivery times are estimates and may vary.
Q. How much does shipping cost?
A. We offer free standard shipping within the United Kingdom.
Q. What is your order cut-off time?
A. 5:00 PM (GMT/UTC+0).
Q. Do you provide tracking information?
A. Tracking information may be provided when available after your order has been shipped.
Q. What happens if I enter the wrong shipping address?
A. Incorrect or incomplete shipping information may result in delivery delays or returned shipments.
Payments
Q. What payment methods do you accept?
A. Available payment methods may include:
- Visa
- Mastercard
- American Express
- Discover
- Diners Club
- JCB
- Maestro
- Visa Electron
Available payment methods may vary depending on checkout availability.
Q. How are payments processed?
A. Payments are processed through the payment providers available during checkout.
Q. Can my payment be declined?
A. Yes. Payments may be declined by your bank, card issuer, or payment provider.
Returns & Refunds
Q. What is your return policy?
A. Eligible items may be returned within 30 days of delivery according to our Return & Refund Policy.
Q. Who pays for return shipping?
A. Customers are generally responsible for return shipping costs unless an item arrives damaged or incorrect.
Q. How are refunds issued?
A. Approved refunds are issued to the original payment method used for the purchase. Refunds are typically processed within 14 business days.
Q. Is there a restocking fee?
A. No. We do not charge a restocking fee.
Q. Can I return used items?
A. Returned items must meet the eligibility requirements outlined in our Return & Refund Policy.
Products
Q. What types of products do you sell?
A. Our collection currently includes:
- Everyday Gifts
- Executive & Gifts
- Home Decoration Gifts
- Keepsake & Memory Gifts
Q. Are product details available?
A. Product pages may include product descriptions, specifications, materials, and other available information.
Order Issues
Q. What if my order is delayed?
A. Delivery schedules may be affected by carrier operations, weather conditions, or public holidays.
Q. What if I receive a damaged or incorrect item?
A. Please contact us and provide your order number along with photographs where applicable.
Privacy
Q. Do you collect personal information?
A. Personal information may be collected and processed as described in our Privacy Policy.
Q. Is my information shared with third parties?
A. Information may be shared with service providers involved in payment processing, shipping, and order fulfillment as described in our Privacy Policy.
Customer Support
Q. How can I contact customer support?
A.
Business Email: support@londonsouvenir.uk
Business Phone: +44 20 7928 8908
Q. What information should I include when contacting support?
A. Where applicable, please include:
- Your order number
- Product name
- A description of your enquiry
- Photographs or supporting information
Business Information
Business Name: London Souvenir
Business Address: 97 Westminster Bridge Rd, London SE1 7HR, United Kingdom
Business Email: support@londonsouvenir.uk
Business Phone: +44 20 7928 8908
Customer Service Hours: Monday – Friday | 9:00 AM – 5:00 PM (GMT/UTC+0)
Order Cut-Off Time: 5:00 PM (GMT/UTC+0)