Lonely Planet London - 12th Edition

We want you to be happy with your purchase - you can even return products if you just change your mind, but please make sure you follow our returns process correctly to ensure everything goes smoothly.

You must contact us prior to sending back any products, so we can issue a Return Authorisation Number (RAN).

Simply contact us via Messaging System.

Please include the following information:

Your order number
Details of product/s to be returned
Reason for return

Special Exceptions to Protect Customers (Personal Items):

*No Change of Mind Exchange or Refund on Personal Items & Food Items

Please choose carefully as we do not offer exchange or refund on personal or food items unless the item is faulty, significantly different from what was shown to you, not doing what it is supposed to do, in breach of manufacturer's warranties or consumer guarantees or where otherwise required by law.

We do not accept returns on these highly personal items or food items to protect our customers : We enforce this to guarantee you are purchasing an unused/unsoiled/perfect-condition items.

Personal items include, but are not limited to:

pillows
eye masks
face masks / gaiters
sleeping bags
sleeping mats
sleeping liners
water bottles / mugs
hair appliances
manicure sets
ear plugs
earbuds / headphones
Food items

Returns at our expense:
(we pay the return shipping costs)

We will gladly replace, refund or credit any product, at our expense, under the following circumstances:

You received the product damaged or faulty (All claims to return an item damaged in transit must be made on soon as you receive your product.)

We sent you the wrong product

We haven't met our fair trading requirements as governed by Australian law.

Shipping returned products:

If you received a product by Australia Post, our customer service team will email you a RAN which you must affix on the package.

Post the package back to us using Australia Post Registered Post to avoid any possibility of a return item being lost. Once we receive the parcel we will refund your shipping costs.

Returns at your expense:
(You pay the return shipping costs and a restocking/admin fee up to a maximum of 20% of the item value may apply to recover our initial shipping costs)

We accept returns even if:

You've changed your mind about the product

You made an incorrect choice

You failed to verify and accurately provide information when placing an order
All claims to return a product for the reasons above must be made within 30 days of receiving your product. Should you contact us outside the 30 day period, customer service will consider each claim its merits.

Items returned under these conditions must be in 100% resaleable condition - goods which have been used or are in less than perfect condition are not able to be returned.

Shipping your product return:

As you are shipping the goods back at your expense you can choose your method of delivery (Australia Post or courier). Please ensure you use Registered Post to avoid any possibility of a return item being lost.

Shop with peace of mind

All marketplace products are covered by our MyDeal Refund Guarantee Learn More