Shipping & Returns

Shipping Information

We aim to make ordering from us as simple and straightforward as possible.

Once your online transaction has been completed your order will be confirmed by email within 24 hours. The goods will be prepared for delivery and shipped within 24 hours, with the exception of orders placed at the weekend which will be shipped the next working day. Please allow 2-4 working days for delivery in the UK; in most instances it will be less.

Goods lost or damaged in transit are fully insured by our shippers. If your parcel hasn’t arrived within the specified time please contact us immediately on shop@darkroomlondon.com or +44 [0]20 7831 7244

If for some reason your order cannot be met or delivered within the specified time, we will contact you immediately to make alternative arrangements.

Vat Discount

Customers ordering from outside the European Union will receive a 20% VAT discount on their order. This is applied at checkout once you have given your delivery details. To work out the price with the VAT Discount applied, divide the displayed price by 1.2. Please note this is slightly different to simply reducing the price by 20%.

Shipping Rates

PriceWeightTerritoryService
FreeN/AN/ACollect In Store
£27.00Small Parcel - Courier MotorbikeLondon - Within M25 AreaCYC Same Day [Order Before 1pm]
£42.50Large Parcel - Courier Small VanLondon - Within M25 AreaCYC Same Day [Order Before 1pm]
£6.00Up To 30KgsUk Mainland & IslesDHL Next Day Domestic Service
£13.50Up To 30KgsEurope Zone 1 [Germany, Rep Ireland, Benelux, Channel Islands]DHL Europe Road Service
£17.50Up To 30KgsEurope Zone 2 [Czech Rep, Slovaki, Slovenia, Austria, Switzerland, Denmark, Poland, France, Hungary, Spain, Sweden, Italy, Portugal, Liechtenstein]DHL Europe Road Service
£30.50Up To 30KgsEurope Zone 3 [Andorra, Bulgaria, Croatia, Estonia, Finland, Gibraltar, Greece, Latvia, Lithuania, Norway, Romania, Turkey]DHL Europe Road Service
£26.50Up To 5KgsZone 4 [Usa All Territories]DHL Air Express 1-2 Days [Dependent On Customs Clearance]
£43.00Over 5KgsZone 4 [Usa All Territories]DHL Air Express 1-2 Days [Dependent On Customs Clearance]
£30.00Up To 5KgsZone 5 [Canada, Australia, China, Hong Kong, India, Indonesia, Japan, Rep Of Korea, Macau, Malaysia, Mexico, Philippines, Thailand, United Arab Emirates, Vietnam]DHL Air Express 2-3 Days [Dependant On Customs Clearance]
£51.00Up To 5KgsZone 5 [Canada, Australia, China, Hong Kong, India, Indonesia, Japan, Rep Of Korea, Macau, Malaysia, Mexico, Philippines, Thailand, United Arab Emirates, Vietnam]DHL Air Express 2-3 Days [Dependant On Customs Clearance]
£37.50Up To 5KgsZone 6 [Bahrain, Brunei, Cambodia, Jordan, Kuwait, New Zealand, Oman, Qatar, Yemen]DHL Air Express 3-4 Days [Dependent On Customs Clearance]
£64.50Over 5KgsZone 6 [Bahrain, Brunei, Cambodia, Jordan, Kuwait, New Zealand, Oman, Qatar, Yemen]DHL Air Express 3-4 Days [Dependent On Customs Clearance]
£44.50Up To 5KgsZone 7 [Afghanistan, Algeria, American Samoa, Angola, Antigua, Argentina, Armenia, Aruba, Azerbaijan, Bahamas, Bangladesh, Barbados, Belize, Benin, Bermuda, Bhutan, Bolivia, Bonaiure, Botswana, Brazil, Burundi, Cameroon, Cayman Islands, Central African Republic, Chad, Chile, Colombia, Congo, Cook Islands, Equatorial Guinea, Eritrea, Ethiopia, Falkland Islands, Fiji, French Guinea, Gambia, Georgia, Ghana, Grenada, Guadeloupe, Guam, Guatemala, Guinea Republic, Guyana, Haiti, Honduras Replublic, Iran, Iraq, Israel, Ivory Coast, Jamaica, Kazakhstan, Kenya, Kiribati, North Korea, Kyrgyzstan, Costa Rica, Cuba, Curacao, Djibouti, Dominica, Dominican Republic, East Timor, Ecuador, Egypt, El Salvador, Laos Peoples Democratic Rep, Lebanon, Lesotho, Liberia, Libya, Madagascar, Malawi, Maldives, Mali, Martinique, Mauritius, Mayotte, Mongolia, Montserrat, Morocco, Mozambique, Namibia, Nepal, Nevis, New Caledonia, Nicaragua, Niger, Nigeria, Niue, Pakistan, Palau, Panama, Paraguay, Peru, Puerto Rico, Rwanda, Saipan, Samoa, Sri Lanka, St Barts, St Kitts, St Lucia, St Marteen, St Vincent, Sudan, Swaziland, Syria, Tahiti, Tanzania, Togo, Tongo, Trinidad&Tobago, Tunisia, Turks&Caicos, Tuvulu, Uganda, Uruguay, Uzbekistan, Vanuatu, Venezuela, Britsh Virgin Islands, Us Virgin Islands, Zambia, Zimbabwe]DHL Air Express - Up T0 5 Days [Dependent On Distance & Customs Clearance]
£76.00Over 5KgsZone 7 [Afghanistan, Algeria, American Samoa, Angola, Antigua, Argentina, Armenia, Aruba, Azerbaijan, Bahamas, Bangladesh, Barbados, Belize, Benin, Bermuda, Bhutan, Bolivia, Bonaiure, Botswana, Brazil, Burundi, Cameroon, Cayman Islands, Central African Republic, Chad, Chile, Colombia, Congo, Cook Islands, Equatorial Guinea, Eritrea, Ethiopia, Falkland Islands, Fiji, French Guinea, Gambia, Georgia, Ghana, Grenada, Guadeloupe, Guam, Guatemala, Guinea Republic, Guyana, Haiti, Honduras Replublic, Iran, Iraq, Israel, Ivory Coast, Jamaica, Kazakhstan, Kenya, Kiribati, North Korea, Kyrgyzstan, Costa Rica, Cuba, Curacao, Djibouti, Dominica, Dominican Republic, East Timor, Ecuador, Egypt, El Salvador, Laos Peoples Democratic Rep, Lebanon, Lesotho, Liberia, Libya, Madagascar, Malawi, Maldives, Mali, Martinique, Mauritius, Mayotte, Mongolia, Montserrat, Morocco, Mozambique, Namibia, Nepal, Nevis, New Caledonia, Nicaragua, Niger, Nigeria, Niue, Pakistan, Palau, Panama, Paraguay, Peru, Puerto Rico, Rwanda, Saipan, Samoa, Sri Lanka, St Barts, St Kitts, St Lucia, St Marteen, St Vincent, Sudan, Swaziland, Syria, Tahiti, Tanzania, Togo, Tongo, Trinidad&Tobago, Tunisia, Turks&Caicos, Tuvulu, Uganda, Uruguay, Uzbekistan, Vanuatu, Venezuela, Britsh Virgin Islands, Us Virgin Islands, Zambia, Zimbabwe]DHL Air Express - Up T0 5 Days [Dependent On Distance & Customs Clearance]

DHL WPX Infomation

UK: Next business day delivery service.
Worldwide: 2-7 Days
Fully trackable & insured.
3 attempted deliveries, after which a card will be left to rearrange delivery or collect from depot.
No Saturday delivery.

CYC Information

Same day delivery within the M25 LONDON if order received by 1pm [GMT]
You must provide us with a mobile telephone number to help locate you in case of any problems finding the delivery address.

Shipping FAQs

Can I collect my items from your store?

Yes, simply select ‘collect from store’ at the delivery options at the checkout, print off your order confirmation or order number & bring it with you to the store. Should you choose to have the item shipped at a later point, we will need to take a shipping payment by phone.

Do you deliver to my country?

We deliver to all countries worldwide. We only ship to business addresses in Russia. Please note that unfortunately, we are unable to deliver to PO or BFPO boxes as a signature is required upon delivery.

How long does delivery take?

If your order was made and accepted prior to 1pm, Monday - Friday, it will be sent that day1; otherwise your order will be sent out on the next business day. It will arrive the following business day. We will send you an email to let you know exactly how and at what time your order was despatched, including tracking number. International delivery times vary, Europe is generally 2-3 working days from date of despatch, Russian Federation & the rest of the world is generally 4-7 working days from despatch (subject to customs & duty procedures beyond our control).

1 same day despatch not always possible during sale periods, but we will always try our best – let us know if it’s vital.

How do I know if my order has been shipped?

You will receive a dispatch confirmation via email to confirm your goods have been despatched which will also contain a tracking link. You can also track your order using the ‘track order’ page in your account area. Status will show ‘order shipped’ once it has been collected.

Can I track my parcel?

All orders shipped are trackable. We will email you tracking details as soon as the parcel has been collected.

Can I change the delivery address?

For orders placed online, we provide the option to ship to a different address than the one at which your card is registered. For security reasons, this service is discretionary, and we reserve the right to only ship to the billing address, or verify details with our customers before shipping to a different address. If you have made a mistake with your delivery details contact us immediately and we can try to amend them. If the order has already left our office, then the delivery address cannot be changed. In this instance we will need to wait for the parcel to be returned then postage would be payable for it to be sent out again.

What if I am not home when it's delivered?

DHL will make 3 attempts to deliver on consecutive business days then leave a card for you to collect at their depot.

Can someone else sign for my delivery?

Yes they can. Darkroom accepts no responsibility if the signature received at the delivery address is not the recipient, and will consider this parcel correctly delivered.

Do I have to pay customs & import charges?

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting. Please note that this is the main reason non-EU customers receive a 20% VAT discount.
Any parcels returned to us due to customs charges being higher than expected, we reserve the right to refund the transaction minus all costs incurred.

Customers ordering from the Republic of South Korea will receive an FTA document with their parcel.

Can you mark the parcel as a gift or value of the goods lower so I don't have to pay customs charges?

Unfortunately we cannot as this is against the law. Random spot checks are common, and we are responsible when caught.

I have been contacted for further information by country customs department?

Each country will have their own goods import procedures and these can vary across countries. From our experience USA customs do require at times further details of a high value orders, such as manufacturer details/irs number at times. If you have an order in customs, please contact us at shop@darkroomlondon.com or +44(0) 20 7831 7244 quoting your order no and we can help you resolve the matter as fast as possible.

Why hasn't my order arrived yet?

International shipments can occasionally take longer than expected- goods can be held up in customs or there can be delays during the handover from one country to another. If you’re an international customer and your order hasn’t arrived after 7 working days from despatch, please contact shop@darkroomlondon.com and we will investigate for you. Please check that you haven’t received a card from the couriers.

What happens if my parcel gets lost?

Things occasionally go missing in the post, don’t worry, all shipments are fully insured & we will be happy to make a claim on your behalf if this should occur. Our policy is to refund in full or send a replacement once the required time has passed, stated by the relevant shipping company in their terms.

Unfortunately, if a parcel is lost or takes longer to receive than expected because the address given was incorrect or incomplete we cannot accept any liability for this – though we will help to try and resolve it. Generally we need to wait 10 days from dispatch to begin this process.

Do you deliver to PO Box addresses?

Unfortunately, we are unable to deliver to PO or BFPO boxes as a signature is required upon delivery.

Returns Information

Returns Policy

Under the United Kingdom’s Distance Selling Regulations, you have the right to cancel your order up to 7 days from date of receipt, as long as the items are in their original condition, with all tickets and tags attached. The returns process is very simple- you MUST obtain a Returns number from us within 14 days of despatch of goods. To get a returns number, please email shop@darkroomlondon.com. Do NOT return any item to us without an return number, as we will be unable to accept it.

Here at Darkroom we offer a 14 day return policy for all fully priced items. As long as they are in their original condition with all packaging and tags attached, items can be returned for a refund, exchange or credit note. See below for our return policy on sale items.

Exchanges

We can exchange for a different size, colour or item. If the item is of higher value we will invoice the difference to you. When applying for your returns number, please let us know which item you wish to purchase instaed and we will do our best to reserve it for you.

Refunds

We will be happy to refund any items purchased at full retail price, provided a returns number is obtained within 14 days of despatch, in their original condition, with all tickets and tags attached. All refunds exclude postage costs, as agreed in our terms, unless a mistake has been made by us. We can only refund to the card/payment method used for purchase. Worldpay will credit the money at midnight the same day, but credits can take several days longer to show in your account. Please refer to your card issuer’s terms & conditions for further info.

Sale Items

We regret that we are unable to offer refunds on any Sale items unless proven faulty outside of the 7 day ‘cooling off’ period as dictated by the UK Distance Selling Regulations. To take advantage of the Distance Selling Regulations please contact us prior to sending the goods back stating you wish to return them under this scheme.

Address for all Returns & Exchanges

Returns Department
DARKROOM
52 Lamb’s Conduit Street
London WC1N 3LL
United Kingdom

Returns FAQs

How do I get a Return Number?

Log-in to your account at www.darkroomlondon.com and Select Your Account (top right). Select Order History, then ‘Return an Item’ using the tab at the top of the page and follow the simple steps from there.

This generates a Return number which you must write on the returns label at the bottom of your invoice. Attach securely to your parcel and send.

Do I have to pay the return cost?

Unfortunately yes, we are unable to pay the return costs.

How will I know when you have received my return?

You can check the exact status of your return in the 'View Order' area of your account page.

How long will it take to process my return?

We aim to apply all refunds & despatch exchange items within 48 hours of the day they are received, although it can take longer during busy periods such as Christmas & sale periods.

Worldpay will credit the money at midnight the same day, but credits can take several days longer to show in your account. Please refer to your card issuer’s terms & conditions for further info.

What if my order wasn't correct?

Every so often mistakes do happen, but we do our best to fix them and correct any issues you may have. If you have noticed that we have made a mistake with your order, please contact us on +44 (0)20 7831 7244 or email us at shop@darkroomlondon.com, and we will look into it. Please include your order reference at all times when e-mailing us.

Darkroom takes great care with its product photography to make sure that we are providing you with pictures that accurately and fairly represent the products we sell. However, due to inconsistencies in the manufacturing of some products, and inconsistencies in how different computer screens reproduce colours, unfortunately we cannot guarantee that the product you receive will look exactly the same as you see on your computer screen.

What if the item is faulty?

Faulty items are dealt with slightly differently. If you consider the item you have received as faulty, please get in touch with us on shop@darkroomlondon.com or ring on +44 (0)20 7831 7244 and we’ll let you know how to proceed from there.

Can I take my refund to the store?

No problem at all, as long as you return the goods within 14 days. The store staff can process a credit note or exchange but if a refund is required this will need to be processed by the Website team and may take an additional day. Your refund will be via your original online payment method and is processed by a different Merchant account than our instore facility.

Store Address
52 Lamb’s Conduit Street
London WC1N 3LL
United Kingdom
T: +44 (0)20 7831 7244