Frequently Asked Questions
Orders & Shopping
How do I place an order?
Browse the collection, choose your colour and size, and add the item to your cart. At checkout, enter your delivery details and select your preferred payment method. You will receive an order-confirmation email once your purchase is complete.
Can I modify or cancel my order after placing it?
We begin processing orders quickly. If you need to make a change or request a cancellation, contact us as soon as possible. We will do our best to help if the order has not yet been dispatched.
Do you offer gift wrapping?
Please contact us before ordering to ask about current gift-wrapping options.
Sizing & Fit
How do I find my size?
Use our Size Guide to choose primarily by garment length and your height. The gandora has a relaxed, flowing silhouette rather than a close, standard UK dress fit.
What if I am between sizes?
Choose the larger size for more length and flow, or the smaller size for a closer fit. Check the garment length in the Size Guide before ordering.
Do your products run true to size?
Our sizing is based mainly on garment length and approximate height guidance, not standard UK dress sizing. The silhouette is intentionally relaxed.
Shipping & Delivery
Where do you ship?
We currently ship to addresses within the United Kingdom.
How long does delivery take?
Orders are normally processed within 1–2 business days. Free Standard Delivery typically takes 3–5 business days from dispatch. Secure Delivery is an optional £3.99 add-on offered at checkout; it is not an express service.
How can I track my order?
Once your order is dispatched, you will receive a shipping-confirmation email with tracking information.
What if my order has not arrived?
Check the tracking information first. If the expected delivery window has passed, contact us with your order number and we will investigate.
Returns & Exchanges
What is your return policy?
You may request a return within 30 days of delivery. Items must be unworn, unwashed, unused, and returned in original condition with all tags attached. See our Return & Refund Policy for full details.
How do I return an item?
Contact us before sending anything back. Include your order number, the item you wish to return, and the reason for the return. We will send the return instructions.
Do you offer exchanges?
Exchanges are subject to stock availability. To secure another size or colour, we recommend placing a new order and returning the original item separately. Contact us if you would prefer to request an exchange.
Who pays for return shipping?
Return shipping costs are the customer’s responsibility unless the item is faulty, damaged, incorrect, or the error is ours.
When will I receive my refund?
Once your return has been received and inspected, refunds are normally processed within 5–7 business days to the original payment method.
Product Information
Are the colours accurate on your website?
We make every effort to display colours accurately, although they may vary slightly depending on your screen settings and the light in which the garment is viewed.
How do I care for my item?
Always follow the care label attached to your garment.
Where can I find fabric information?
Each product page describes the fabric’s feel and construction. If you need a precise fibre-composition answer before ordering, contact us with the product name.
Will items that are sold out be restocked?
We regularly restock popular items, but availability varies. You can sign up for restock notifications on product pages, or contact us to inquire about specific items.
Payment & Security
What payment methods do you accept?
We accept the payment methods displayed at checkout, including major credit and debit cards. Transactions are processed securely.
Is my payment information secure?
Payment details are encrypted and handled by our secure payment providers. We do not store complete card details on our own servers.
Do you offer payment plans?
Any available payment-plan options will be shown at checkout.
Account & Privacy
Do I need an account to place an order?
No. You can check out as a guest.
How do you use my personal information?
We use personal information to process orders, provide support, and operate the store in accordance with our Privacy Policy.
How do I unsubscribe from emails?
Use the unsubscribe link at the bottom of any marketing email.
Contact & Support
How can I contact customer service?
Use our contact page or email support@layflondon.com. We aim to respond within 24 hours on business days.
What are your customer service hours?
Monday to Friday, 9:00 AM–5:00 PM GMT, excluding UK bank holidays.
I have a question that is not answered here. What should I do?
Please contact us and we will be happy to help.