Terms & conditions

The agreement between you and LAVE when you book a collection, become a member, store pieces in the Vault or buy from the Apothecary.

1. About us

lavelondon.com is run by LAVE LTD, a private limited company registered in England and Wales under company number 16329170. Our registered office is 438 Streatham High Road, London, England, SW16 3PX. In these terms, "LAVE", "we" and "us" mean LAVE LTD.

You can reach us at hello@lavelondon.com or on +44 7763 566 145.

2. These terms

These terms apply to everything you book or buy from us. They work together with our Cancellation & refunds policy, Garment care & liability policy, Privacy policy and Cookie notice. Please read them before you book. If anything here conflicts with your rights under UK consumer law, your legal rights win.

3. Your account

  • You need an account to book. You must be 18 or over.
  • Please keep your details up to date, including a mobile number, so your driver can text you on the day.
  • Keep your password private. Tell us straight away if you think someone else has used your account.

4. Where and when we work

We collect and deliver in SW11, Nine Elms and Battersea Power Station, Monday to Saturday. We don't collect or deliver on Sundays or bank holidays in England and Wales. You can check your postcode on our website, and join our waitlist if we're not with you yet.

5. Booking

  • You can book a home collection in a three-hour Saver window or a one-hour window, up to 21 days ahead and at least 2 hours in advance. Members can also drop items off at a LAVE atelier.
  • When you book, you can add the pieces you're sending from our price list. This is your list: it helps us prepare, and fixes the price of those pieces.
  • Our agreement starts when we email you to confirm your booking.

6. Minimum order

  • The pieces in a home collection must come to at least £29.95. For members dropping off at a LAVE atelier, the minimum is £20.
  • Pieces we price after inspection count towards the minimum at their "from" price. Our curated packs can always be booked on their own.
  • If you book without a list and your pieces come to less than the minimum once we've counted them, we charge the minimum.

7. Prices and charges

  • Our prices are on our price list. Specialist pieces show a "from" price: we quote after inspection, and nothing is charged for that piece until you approve the quote.
  • One collection and delivery charge covers both your collection and your return:
    • Non-members: Saver collection and delivery is free on orders of £45 or more, otherwise £4.95. A one-hour window is £6.95.
    • Essence members: complimentary Saver collection and return; one-hour windows £4.95.
    • Elevate and Éclat members: collection and return included, including one-hour windows.
  • If our prices change after you book, the price you booked applies to the pieces on your list.
  • LAVE isn't VAT-registered, so no VAT is added.

8. Paying

  • When you book, you pay for the fixed-price pieces on your list and your collection and delivery charge, less any LAVE account credit. Your card is kept securely by our payment provider, Stripe. We never see or store your full card number.
  • When your pieces arrive, we tag, count and check each one. If anything differs from your booking (the number of pieces, the type of item, its price, or a piece that needs a quote), we call you before going ahead.
  • We then settle the difference. Anything extra is charged to your saved card. Anything we owe you goes to your LAVE account as credit, used automatically on your next booking, or refunded to your card if you ask. We email you a receipt.

9. How long care takes

  • Most cleaning, wash & fold and pressing is ready to come back from 48 hours after the end of your collection window, counting only days we're open. Pieces dropped off at an atelier are treated as collected at the end of the next Saver window.
  • Specialist pieces, alterations, repairs, curtains, rugs and anything we quote for take longer. We'll confirm their return date after inspecting them. You can choose to have everything returned together, or the quicker pieces first.

10. Collections and returns

  • Please be available, or leave access instructions, for the whole window. Your driver texts you when they're on the way.
  • If nobody is available and we can't complete a visit, we'll contact you to rebook. The first missed visit is rebooked free. After that, the collection and delivery charge applies again for each extra visit.
  • Once we've collected your pieces, we're responsible for them until we hand them back to you, or to the person or concierge desk you've asked us to leave them with.

11. Pieces we can't return

If we can't return your pieces and can't reach you, we'll keep them safely for 90 days and send at least two reminders to your email and phone. After that, we may donate them to charity. Pieces stored in the Vault aren't affected.

12. Changing or cancelling

You can move or cancel a collection or return from your account up to 2 hours before its window. After that, call us and we'll help. Our Cancellation & refunds policy explains refunds and your 14-day right to cancel.

13. Membership

  • Memberships (Essence, Elevate and Éclat) are paid monthly or yearly in advance through Stripe, and renew automatically until you cancel. What each plan includes is on our Membership page.
  • You can pause a monthly membership for 1, 2 or 3 months from your account. Annual memberships can't be paused online; email us and we'll help.
  • You can cancel at any time from your account. Cancelling and refunds are set out in our Cancellation & refunds policy, section 3.
  • Monthly allowances (laundry bags, repairs and alterations, storage boxes, bedding sets) are for use in that month and don't roll over.
  • If we change membership prices, we'll tell you at least 30 days before your next payment, so you can cancel first if you'd like.

14. The LAVE Vault

Storing pieces in the LAVE Vault is covered by our separate Vault policy, which sets out storage charges, insurance and how to ask for pieces back.

15. The LAVE Apothecary

When our shop is open, products are delivered within the UK for £4.95, free on orders over £50 and always free for members. You can also collect from a LAVE atelier. You can cancel online orders as set out in our Cancellation & refunds policy.

16. Our responsibility to you

  • We provide our services with reasonable care and skill. Our Garment care & liability policy explains what we do if something goes wrong with a piece.
  • We're responsible for loss or damage you suffer that was a foreseeable result of us breaking these terms or not taking reasonable care. We're not responsible for loss that wasn't foreseeable, or for business losses.
  • Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn't allow us to limit.

17. Events outside our control

If something outside our control (such as severe weather, a road closure or a supplier failure) delays a visit or your pieces, we'll tell you as soon as we can and rearrange.

18. Your information

We use your personal information as set out in our Privacy policy.

19. Questions and complaints

If you're unhappy with anything, email hello@lavelondon.com or call +44 7763 566 145. We reply within 2 working days and will always try to put things right.

20. Changes to these terms

We may update these terms from time to time. The version on our website when you book applies to that booking. We'll tell members about changes that affect their membership before they take effect.

21. Law

These terms are governed by the law of England and Wales, and you can bring claims in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring claims in your local courts.

Last updated 27 October 2026.