Returns and Exchange

Return Process

It is important to us that our customers are satisfied with their purchases. If for some reason this is not the case, we are happy to exchange or refund items purchased as per the conditions below.

Customers must check the product upon delivery. If necessary, you can return the product within 14 days after you sign off the delivery by sending an email to (Working hour: Mon – Fri 10:00 – 18:00) along with a photo of the defective part of the product, tag on the package, order number and product code. Any request of return or refund over 14 days will be declined.

Please note that the returned item(s) must be return new and unused in their original conditions, with all tags attached, and must be returned in the original undamaged box and/or packaging. Any damaged, modified or broken products cannot be returned or refunded. Also any product along with a free gift must be returned in its entirety. For the exchange request that is out of stock, we will proceed to refund you via the original payment as default.

We only accept product return for the following situations:

  1. Defective items
  2. Extreme difference between the product and photo (details and lists of difference are required)
  3. Mismatched delivery
  4. Wrong Color/ Size/ Style
  5. Incorrect Quantity

Returns will not be accepted under the following conditions:

  1. Product is damaged due to misuse/overuse
  2. Consumable Product
  3. Returned without original packaging including, price tags, labels, original packing, freebies and other accessories.
  4. Defective products that are covered under Seller/Manufacturer’s warranty and reported after 14-days.
  5. Product or box is damaged due to misuse or incidental damage because of malfunctioning of product.
  6. Product is used or worn or altered
  7. No exchange or returns on upholstery items or bespoke goods. There will be no exchange or returns on accessories or soft furnishings such as cushions, throws, and bed linen.

To ensure the item is correct we suggest you view the item and fabrics in on-line store, prior to purchase.


Please provide a tracking number for return shipments. Customers are required to bear the cost of returning the item and Dialog London will not take any responsibility for lost or missing return shipments.

Product Display

Please bear in mind that computer browsers may present colours slightly differently, and colours may also appear differently according to your screen. Images displayed on the Internet are a representation only.

Every effort is made to ensure that the products we supply correspond as closely as possible to the goods displayed online, but due to the unique handmade and hand-finished nature of many of our products there might be slight variations. We will not accept returns or exchange items based on variations that are a result of the item being handmade or hand-finished.

Return Method

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Dialog London will pay for the return shipping fee when refund / exchanged is accepted. You can return your parcel with any delivery provider of your choice and returns to Dialog London Hong Kong office:

1 Wang Kwong Road, Billion Centre,
Tower B, 19 Floor, Unit E,
Kowloon Bay, Hong Kong


We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.