Frequently Asked Questions

Lake & London Home and Lifestyle is online e-commerce brand that ships out of Southwestern, Ontario. We currently do not have a physical store front at this time. You can shop via the website, as well as social media and Shop.

We want you to love your purchase as well as your shopping experience with Lake & London. If you don't love something, or if it just doesn't work out, no problem! Please contact us at hello@lakeandlondon.com within 3 days of receiving your item and we will happily accommodate you. Please note any items purchased on sale or promo are FINAL SALE.

You have two options at this time for a return:

Option 1: You can pay for return shipping and once we receive it back in a re-sellable condition, we will issue you a refund. Your original shipping cost will not be refunded. This option is the only one available for those who spent under $150 on their order or less, or for those who are located in the USA.

OR

Option 2: If you want to return something and initially spent over $150 on your order within Canada, we will happily provide you a return shipping label at no charge. Please provide box dimensions and weight estimate when you email us at hello@lakeandlondon.com and we will email you a return label you can print at home and drop off at the nearest shipping drop off. Please note once we receive the items back in a re-sellable condition (ie. keep tags on!), we will issue you a store credit via email. Please note if you choose option 2, it is for store credit only and not for a refund.

Please note shipping is non-refundable. We must receive the item within 14 days of when the return was originally initiated. There is no expiry date on store credit, and it can be used immediately once you receive it via email (be sure to check your junk mail!).

We strive to provide safe and secure packing with all of our parcels, but unfortunately things do happen during transit. If an items shows up damaged, please email us at hello@lakeandlondon.com within 5 days of receiving your parcel and will take care of it. Please provide photos of both the product and packaging when it arrives (this helps us recoup some costs with the courier companies).

Quick shipping to your doorstep is our number one priority (aside from cool products, customer service and a great shopping experience). We pack all orders within 1-3 business days. Once your order has been packed, we will provide a tracking number. The tracking number may take 24 hours to update. Please be sure to also check your junk mail for the tracking number before contacting us. 

We currently offer a $15 flat rate for Canada and a $20 flat rate for the US. Spend over $150 (pre-tax) and the shipping is on us! All orders are shipped with expedited service via couriers. Please note these rates do not apply to remote areas. If your address is flagged as remote, you may be contacted for additional shipping surcharge.

If shopping outside of Canada, please note that all duties and taxes are the responsibility of the customer. If packages are returned to us, please note that the returned package shipping rate will be deducted from your refund when we refund the returned package contents.

We currently offer complimentary local delivery for St. Thomas, Port Stanley and surrounding areas at this time when you spend $25 or more. Local delivery is based on postal code, so please enter into see if you postal code is available for local delivery at checkout. Please allow 2-4 business days and please note this for porch delivery. We will send you a notification to let you know when your item is delivered. We will only drop off deliveries to the front porch- we will not enter any backyards. Deliveries will occur any time between 9am to 7pm / 7 days a week.

Please note that Lake & London is not responsible for porch theft and please select local delivery at your discretion. If you would like to arrange a pick up- no problem! Please select local pick up. I will email you with pick up address and confirm a pick up time at your convenience.

Absolutely! Please select pick up at checkout. 

I will contact you via email to arrange a pick up time that works great for you and provide my address. I am located near the corner of Fruit Ridge Line and Sunset Dr. in St. Thomas, Ontario. If you have any questions or concerns, I can be contacted at hello@lakeandlondon.com.