LOONGSAI's services
Shipping & Delivery
How fast is delivery?
- The UK mainland, 8 working days
- The US, 10 working days
- Canada, 8 working days
- Europe, 7 working days
- Other regions of the world, 8 working days
Please note that customised pattern orders may require an additional 7-10 working days for processing.
Cash on delivery service
How will you deliver my order?
Parcels will be delivered between 9am – 5.30pm Monday to Friday and will require a signature on delivery.
Please kindly ensure there is someone to accept and sign for delivery.
We are sorry we cannot deliver to BFPO and APO addresses.
Returns & Exchanges
How do I return an item for refund or a exchange?
We sincerely hope you are delighted with your recent Aspinal of London purchase or gift. However, if you are not entirely satisfied, you can choose to exchange it for an alternative item or receive a refund.
International Returns
For Outlet/Sale Items purchased online, you can return your product within 7 days. We do not accept returns for exchange or credit on any Outlet Items after 7 days.
- Order number
- Description and photos of the item you wish to return.
Please handle all items with care. Repack your items securely using the original packaging provided.
- Your items must be unused, in perfect condition and returned with the dust bag(s) where relevant.
- You will receive email updates as your Return/Exchange is processed.
- Do not remove any protective films from the products.
Can I return a personalised product?
I have received a faulty item
Orders & Payments
What payment methods do you offer
I haven't received my confirmation email
You should receive an order confirmation email within 30 minutes of placing your order. Please check your SPAM/junk folder.
If a confirmation email has not been received within 24 hours, please contact our Customer Services Team.
Why can't I add multiple promo codes to my basket?
Unfortunately, only one promotional code can be used per transaction and cannot be used in conjunction with another.
Can I amend or cancel my order?
Due to the speed of shipment we are unable to cancel or amend orders after they have been placed.
Please see our Returns & Exchanges section for information on how to return an order for exchange or refund.
I have received the wrong item
We are extremely sorry to hear that you have received the incorrect item.
Please may we kindly ask you to follow our free Returns procedure which is detailed .
As soon as we have received the item, we will process an urgent exchange for the correct item.
T&Cs, Policies & Personal Data
Terms and Conditions
All features, content, specifications, products and prices of products and services described or depicted on this website are subject to change at any time without notice. Certain weights, dimensions and other similar descriptions are approximate and are provided for convenience purposes only. All products are branded with LOONGSAI. We make all reasonable efforts to accurately display the attributes of our products, including the applicable colours; however, the actual colour you see will depend on your computer system and we cannot guarantee that your computer will accurately display such colours. Unless otherwise stated, all product images are for illustration purposes only. The inclusion of any products or services on this website at a particular time does not imply or warrant that these products or services will be available at any time. It is your responsibility to ascertain and obey all applicable local and international laws (including minimum age requirements) in regard to the possession, use and sale of any item purchased from this website. By placing an order, you represent that the products ordered will be used only in a lawful manner.
2.1 Shipping Restrictions
When an order is placed, it will be shipped to an address designated by the purchaser as long as that shipping address is compliant with the shipping restrictions contained on this website. LOONGSAI will not be liable for the delivery of orders where incomplete or inaccurate delivery information is provided at the point of placing the order. We are unable to ship orders to freight forwarding and PO Box addresses. Please note that there may be occasional delays to deliveries with our nominated couriers, due to events that are out of LOONGSAI’s control. If your order has been impacted by delays, we will work to ensure that your products are delivered as soon as possible; however, LOONGSAI will not be liable for any losses caused as a result of such delay.
2.2 Loss or Damage in Transit
Risk of loss for items purchased from this website passes to you upon delivery of the items by the carrier. Please contact our Customer Service team within 30 days of the order dispatch confirmation date if the order has not been delivered. If the order has been received but has been damaged in transit, please contact the Customer Service team within 48 hours of the delivery.
We attempt to ensure that information on this website is complete, accurate and current. Despite our efforts, the information on this website may occasionally be inaccurate, incomplete or out of date. We make no representation as to the completeness, accuracy or validity of any information on this website. For example, products included on the website may be unavailable, may have different attributes than those listed, or may actually carry a different price than that stated on the website. In addition, we may make changes in information about price and availability without notice. While it is our practice to confirm orders by email, the receipt of an email order confirmation does not constitute our acceptance of an order or our confirmation of an offer to sell a product or service. We reserve the right, without prior notice, to limit the order quantity on any product or service and/or to refuse service to any customer. We also may require verification of information prior to the acceptance and/or shipment of any order. NOTE: Online prices may vary from the wholesale prices at our LOONGSAI factory.
Certain trademarks, trade names, service marks and logos used or displayed on this website are registered and unregistered trademarks, trade names and service marks of LOONGSAI. Other trademarks, trade names and service marks used or displayed on this website are the registered and unregistered trademarks, trade names and service marks of their respective owners. Nothing contained on this website grants or should be construed as granting, by implication, estoppel, or otherwise, any license or right to use any trademarks, trade names, service marks or logos displayed on this website without our written permission or the written permission of such third party owner.
Any permitted links to this website must comply with all applicable laws, rules and regulations.
From time to time, this website may contain links to websites that are not owned, operated or controlled by us or our affiliates. All such links are provided solely as a convenience to you. If you use these links, you will leave this website. Neither we nor any of our affiliates are responsible for any content, materials or other information located on or accessible from any other website. Neither we nor any of our affiliates endorse, guarantee, or make any representations or warranties regarding any other website, or any content, materials or other information located or accessible from such websites, or the results that you may obtain from using such websites. If you decide to access any other website linked to or from this website, you do so entirely at your own risk.
You are prohibited from posting or transmitting any unlawful, threatening, defamatory, libellous, obscene, pornographic or profane material or any material that could constitute or encourage conduct that would be considered a criminal offence or give rise to civil liability, or otherwise violate any law. In addition to any remedies that we may have at law or in equity, if we reasonably determine that you have violated or are likely to violate the foregoing prohibitions, we may take any action we reasonably deem necessary to cure or prevent the violation, including without limitation, the immediate removal from this website of the related materials.
Other than personally identifiable information, which is subject to this website’s Privacy Policy, any material, information, suggestions, ideas, concepts, know-how, techniques, questions, comments or other communication you transmit or post to this website in any manner is and will be considered non-confidential and non-proprietary. We shall have no obligation to use, return, review, or respond to any customer communication. We will have no liability related to the content of any such customer communication, whether or not arising under the laws of copyright, libel, privacy, obscenity, or otherwise. We retain the right to remove any or all User Communications that include any material we deem inappropriate or unacceptable.
Your use of this website is at your risk. The materials and services provided in connection with this website are provided “as is” without any warranties of any kind including warranties of merchantability, fitness for a particular purpose, or non-infringement of intellectual property. Neither we nor any of our affiliates warrant the accuracy or completeness of the materials or services on or through this website. The materials and services on or through this website may be out of date, and neither we nor any of their affiliates make any commitment or assume any duty to update such materials or services. The foregoing exclusions of implied warranties do not apply to the extent prohibited by law. Please refer to your local laws for any such prohibitions.
We assume no responsibility, and shall not be liable for, any damages to, or viruses that may infect, your computer, telecommunication equipment, or other property caused by or arising from your access to, use of, or browsing this website or your downloading of any materials from this website. In no event will we, our respective officers, directors, employees, shareholders, affiliates, parent corporations, agents, successors, assigns, retail partners nor any party involved in the creation, production or transmission of this website be liable to any party for any indirect, special, punitive, incidental or consequential damages (including, without limitation, those resulting from lost profits, lost data or business interruption) arising out of the use, inability to use, or the results of use of this website, any websites linked to this website, or the materials, information or services contained at any or all such websites, whether based on warranty, contract, tort or any other legal theory and whether or not advised of the possibility of such damages. The foregoing limitations of liability do not apply to the extent prohibited by law. Please refer to your local laws for any such prohibitions.
We may revise these Terms and Conditions at any time and from time to time by updating this posting. You should visit this page from time to time to review the then current Terms and Conditions because they are binding on you. Certain provisions of these Terms and Conditions may be superseded by expressly designated legal notices or terms located on particular pages at this website.
These Terms and Conditions supersede any other agreement between you and us to the extent necessary to resolve any inconsistency or ambiguity between them. These Terms and Conditions will be governed by and construed in accordance with the laws of England, without giving effect to any principles of conflicts of laws. A printed version of these Terms and Conditions shall be admissible in judicial and administrative proceedings based upon or relating to these Terms and Conditions to the same extent and subject to the same conditions as other business documents and records originally generated and maintained in printed form.
Privacy Policy
Welcome to Aspinal of LOONGSAI’s Privacy Notice. LOONGSAI, referred to as “we”, “us” or “our” throughout this privacy notice
We take our Data Protection obligations very seriously and are committed to protecting and respecting your privacy and your information. This Privacy Notice (together with our terms and conditions and any other documents referred to in it) explains what types of personal information we collect about you, what we do with that personal information, the legal basis for our processing of your personal information, what rights you have in relation to your personal information and how you can exercise those rights. It also explains how we keep your personal information safe and secure. We take our Data Protection obligations very seriously and this notice gives you information about our approach to Data Protection legislation (UK & EU General Data Protection Regulation, Data Protection Act 2018, Privacy & Electronic Communications (EC Directive) Regulations (PECR)).
IMPORTANT INFORMATION AND WHO WE ARE
PURPOSE OF THIS PRIVACY NOTICE
This privacy notice gives you information on how LOONGSAI collects and processes your personal data through your contact with us and any data processed from such contact.
LOONGSAI’s digital services are not intended for children and young people under the age of 16 and we do not knowingly collect data relating to children. All individuals who register with us or who otherwise provide their personal data to us or must be aged 16 or over. If you are under the age of 16, please ask your parent or guardian to contact us on your behalf.
It is important that you read this privacy notice together with any other privacy notice we may provide on specific occasions when we are collecting or processing personal data about you so that you are fully aware of how and why we are using your data. This notice supplements other privacy notices and is not intended to override them. We may update this notice at any time, details of which are found at the end of this document.
CONTROLLER
LOONGSAI is the Data Controller and we are responsible for your personal data. We have appointed a Data Protection Officer (DPO) who is responsible for overseeing questions in relation to this privacy notice. If you have any questions about this privacy notice or any other Data Protection query, please contact us using the details set out below.
It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us or if you would like to opt-out of any services we provide. You can update any information we hold about you by contacting our Customer Services Team https://luxrealm.store/contact-us who will be delighted to help you.
THE DATA WE COLLECT ABOUT YOU
Personal data, or personal information, means any information about a living individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).
We may collect, use, store, process and transfer different kinds of personal data about you which we have grouped together as follows:
Identity – Data includes first name, last name, username or similar identifier, postal address, telephone numbers, email address, age & special dates such as your birthday or anniversary (should you wish to provide this).
Financial – Data includes payment information such as payment method and payment details.
Transaction – Data includes details about payments to and from you and other details of products and services you have purchased from us.
Technical – Data includes your internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform, and other technology on the devices you use to access this website.
Profile – Data includes your username and password, your interests, preferences, feedback, competition, promotion, or survey responses (should you chose to engage).
Marketing & Communications – Data such as your marketing and communication preferences, your interests and any feedback you give to us.
Privacy Notice
Data Collection
We collect data such as your transactions on our website, phone calls, messages, recordings, chat logs when you communicate with us, access to our premises, CCTV footage from our stores or Head Office, and similar data that we maintain on your account. Please note that the above list is not exhaustive but gives an indication of the data we collect.
You may give us information about other people, such as the name and address of a friend/family member to whom you want to send a gift. Please do not give us information about others unless you are authorised and have their permission to do so. We will use their information for the purposes described in this Privacy Notice, so please inform them of this notice.
We do not collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health, genetic or biometric data). Nor do we collect any information about criminal convictions and offences. Please do not provide us with any such data.
Consequences of Failing to Provide Personal Data
How Your Personal Data Is Collected
You may give us your Identity, Contact, User, and Financial Data on our website, in our stores, or by corresponding with us by post, online, phone, email, or otherwise. This includes personal data you provide when you:
- Purchase our products.
- Create an account with us.
- Subscribe to our marketing services.
- Request a catalogue, enter a competition, promotion, sweepstake, survey, or similar initiative.
- Attend our stores, give us feedback, or contact us.
As you interact with our website, we will automatically collect Technical Data about your equipment, browsing actions, and patterns. We collect this personal data by using cookies and other similar technologies. You can set your browser to refuse all or some browser cookies, however, if you disable or refuse cookies, please note that some parts of our website may become inaccessible or not function properly. Further information can be found in our cookie policy.
We will receive personal data about you from various third parties as set out below:
- Technical Data from the following parties: analytics providers such as Google based outside the EU; advertising networks; Social Media Platforms and similar services (including but not limited to Facebook, Instagram, Twitter, TikTok, and YouTube). When you engage with our content or ads on Social Media Platforms, we might obtain information from Social Media Platforms, including your username, user ID, and demographic information, subject to the settings and privacy practices of the relevant Social Media Platform. We obtain this information directly from the Social Media Platform or through plug-ins, integrations, or applications. Please keep in mind that the operators of the Social Media Platforms also gather information about your use of the Digital Services and their features and tools. We are not responsible for their practices. In relation to Social Media Platforms, we only process information which you have already shared with the world. Where we receive personal data via Social Media Platforms, we ensure this is processed lawfully in accordance with our legitimate interests, which we do not consider affects your rights and freedoms.
- Contact, Financial, and Transaction Data from providers of technical, payment services, fulfilment, and delivery services, including Klarna. In order to offer you Klarna’s payment options, we will pass certain information to Klarna, such as your name, billing and shipping address, email address, phone number, and order details, for Klarna to assess whether you qualify for their payment options and to tailor the payment options for you. General information on Klarna can be found here. Your personal data is handled in accordance with applicable data protection law and Klarna’s privacy policy.
Our website may, from time to time, contain links to and from the websites of our partner networks, advertisers, and affiliates. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.
How We Use Your Personal Data
- To create your account and register you as a customer (if you have chosen to create an account with us) and to send you information relating to your account.
- To fulfil any order you place with us or subsequent orders, to provide any services you request, to process payments, and to deal with after-sales enquiries.
- To keep you informed about the status of your order, to deal with any queries or issues that might arise, and to send you the products you have ordered.
- To make your shopping experience with us as quick and simple as possible.
- To inform you of Aspinal of London offers or new products that may be of interest to you or events that may be happening in a store close to you, where you have consented to be contacted for such purposes.
- To send you product catalogues.
- To ensure that content from our site is presented in the most effective manner for you and for your device.
- To carry out our obligations arising from any contracts between us.
- To allow you to participate in interactive features of our service when you choose to do so.
- To notify you about changes to our service.
- To protect you from fraud (for instance, we may carry out identity verification, credit, or anti-fraud checks against your name using third-party databases, which may involve disclosure to registered credit reference or fraud prevention agencies who may retain and use your personal information).
- To carry out analysis and to help us manage our business, statutory returns, and legal and regulatory compliance.
- To use your personal information for our internal marketing and demographic studies, together with non-personal data to consistently improve our site design and customer communication to better meet our visitors’ needs and to enhance the overall service we provide to our customers.
- To comply with a legal obligation.
- To protect your vital interests, such as emergency situations on our premises and in our stores.
Purposes for Which We Will Use Your Personal Data
| PURPOSES/ACTIVITY | DATA USED | LEGAL BASIS |
|---|---|---|
| To register you as a new customer | Identity, Contact | GDPR Article 6(1)(b) – Performance of a contract with you |
| To process and deliver purchases, including managing payments, fees, and charges & collecting and recovering money owed to us | Identity, Contact, Financial, Transaction, Marketing, and Communications | GDPR Article 6(1)(b) – Performance of a contract with you; GDPR Article 6(1)(f) – Necessary for our legitimate interests (to recover debts due to us as required) |
| To manage our relationship with you | Identity, Contact, Profile, Marketing & Communications | GDPR Article 6(1)(b) – Performance of a contract with you; GDPR Article 6(1)(a) – Consent (for marketing purposes) |
| To enable you to partake in a prize draw, competition, or complete a survey | Identity, Contact, Profile, Usage, Marketing and Communications | GDPR Article 6(1)(a) – Consent (for marketing purposes for our existing customers); GDPR Article 6(1)(f) – Necessary for our legitimate interests (to improve our business and receive feedback on how we can do this and to inform our marketing strategy) |
| To administer and protect our business (including troubleshooting, data analysis, testing, system maintenance, support, reporting, and hosting of data) | Identity, Contact, Technical | GDPR Article 6(1)(f) – Necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, to prevent fraud and in the context of a business reorganisation or group restructuring exercise) |
| To deliver relevant website content and advertisements to you and measure or understand the effectiveness of the advertising we serve to you | Identity, Contact, Profile, Usage, Marketing and Communications, Technical | GDPR Article 6(1)(f) – Necessary for our legitimate interests (to study how customers use our products/services, |