Frequently Asked Questions
Our top priority is providing you with the best experience.
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Who are your brands? How are they selected?
+ We work with a range of luxury, ethical independent brands that are personally selected by our team. You can learn more about our LDC Values that guide everything we do here.
What are the Lone Design Club pop-up store details and opening hours?
+ Lone Design Club pops-up monthly in locations throughout the UK (and internationally when we are able) year-round for 2 weeks at a time. Store opening hours are typically 10am-7pm. For updates on the latest stores, exact locations and opening hours please visit our upcoming stores page.
How do I shop the Lone Design Club windows?
+ On all Lone Design Club stores and window displays you'll find QR codes that allow you to instantly shop what you see, and discover more about Lone Design Club and our brands. Simply open the camera app on your smart phone and hold it up to the QR code. You'll then see a notification pop-up on your screen redirecting you to a specific page or product on our site.
What payment methods does Lone Design Club accept in-store?
+ We accept cash, all major credit cards, WeChat and AliPay in-store.
Where can I find out about Lone Design Club's upcoming events?
+ All upcoming event information is available on our events and experiences page.
What if I can no longer make it to an event?
+ If you purchased a ticket and can no longer make it to an event, please email our events manager firstname.lastname@example.org. We'll provide a refund for all tickets up to 24 hours before an event begins.
What payment methods does Lone Design Club accept online?
+ We accept all major credit cards (Mastercard, Visa, and American Express), PayPal, Apple Pay, Google Pay, Shop Pay, and Klarna.
Does Lone Design Club offer free shipping?
+ Yes, delivery is free on all UK orders over £75, and free to worldwide orders over £150
What are the fees for other orders?
+ Please see here for a full breakdown on shipping and costs
Can I change or cancel my Lone Design Club online order once it's been placed?
+ If you've placed an order online and need to change or cancel your order, please get in touch immediately by emailing email@example.com. You can also txt message/ call us at +44 7831 200868 or WhatsApp +44 7388 616411. Once an order is placed, we'll do our best to change or cancel the order but can not guarantee it.
When will I receive my Lone Design Club order?
+ We aim to fulfill all online orders with 48-72 hours of receiving the order. Orders typically ship within 3-5 days within the UK, unless express shipping is selected. International order shipping times vary, but can take 2 days to 3 weeks and may incur custom fees. Please get in touch for a more precise international shipping estimate.
Can I track my Lone Design Club order?
+ Yes, you will receive a tracking number by email and/or WhatsApp once your order has been dispatched.
Who is fulfilling my order?
+ Lone Design Club serves as a platform for our brand partners. Product sold online are fulfilled by each individual merchant separately. Therefore, if you order from multiple brands you should expect multiple package deliveries.
Can I collect my Lone Design Club instead?
+ Yes, we offer click + collect on the website for all UK customers. Please select 'Click + Collect' at check-out. We'll be in touch via email to arrange collection.
Is tax included in the retail price of an item?
+ Yes, tax is included in the retail price on all items.
Does Lone Design Club ship worldwide?
+ Yes, we ship worldwide, please see here for a breakdown of international shipping and charges. Customers just need to take responsibility for any taxes and duty charges.
What currencies do you accept?
+ Online we currently allow you to browse the site in GBP, EUR, USD, CAD, AUD, CNY and RUB. However, all payments must be made in GBP.
Is VAT removed if shipping outside of the UK?
+ Yes, VAT is automatically removed from all product prices when shipping outside of the UK. You will see the price with VAT deducted if browsing in all currencies other than GBP. Otherwise, VAT will be deducted at check-out when you input your shipping address. However, please note that not all of our brands are VAT-registered and therefore for some products VAT is not eligible to be removed.
How do I return or exchange a Lone Design Club item purchased online?
+ If you'd like to return or exchange an item purchased at lonedesignclub.com please email firstname.lastname@example.org. We'll provide you with the return mailing address and instructions. Customers are responsible for the cost of return shipping.
How do I return or exchange a Lone Design Club item purchased in-store?
+ If you'd like to return or exchange an item purchased at a Lone Design Club pop-up store, simply bring it back into the store if we are still open. If the store has closed and it is within 14 days since purchase, please email email@example.com. We'll provide you with the return mailing address and instructions. Customer are responsible for the cost of return shipping.
Can I return my online order to the Lone Design Club pop-up store?
+ No, unfortunately we cannot accept online returns in-store at this time.
How do I get a refund?
+ Once we have confirmed your return has been received and is not damaged, we'll process your refund. You'll receive an email notification that the refund has been processed.
Does Lone Design Club offer gift cards?
+ Yes, Lone Design Club gift cards are available for purchase in-store and online in GBP in a range of amounts. Online gift cards are available here.
How do I contact Lone Design Club with other questions?
+ We're always happy to hear from you so don't hesitate to pick up the phone, send an email or a message on WhatsApp or message us via DM. We aim to respond with 1-2 hours Monday-Friday 9am-7pm. On Saturday and Sunday please expect longer response times.
For Customer Service - firstname.lastname@example.org
For PR or business inquiries - email@example.com
Text message/ call us with any customer support inquiries at +44 7831 200868 or WhatsApp +44 7388 616411.