At Lady J Home, we work with a curated network of suppliers and makers, and delivery lead times may vary from one product to another. For this reason, each product page includes the estimated shipping or production lead time applicable to that item. The exact lead time will be confirmed once the order has been shipped. 

Order changes

Because many of our items are made to order, prepared specifically for each customer, or sourced directly from individual suppliers, orders cannot be changed once they have been placed. We therefore kindly ask customers to review all order details carefully before completing their purchase, including product selection, dimensions, finishes, shipping information, and contact details.

Cancellations

Cancellations are not accepted once production has begun. This applies to all products and in particular to made-to-order, customised, personalised, or specially sourced items, which are often commissioned or prepared specifically for each order.

Shipping lead times

Shipping and production times vary depending on the product, supplier, and availability. The estimated lead time shown on each product page is indicative and should be read as the expected timeframe for dispatch or delivery of that specific item. While we always do our best to manage orders efficiently, we cannot be held responsible for delays caused by suppliers or by circumstances beyond our control.

Where an order contains products from different suppliers, items may be delivered separately and may follow different lead times. In such cases, we will do our best to keep customers informed throughout the process.

Delivery conditions

All deliveries are made at street level only. Deliveries do not include carrying products into the home, unpacking, assembly, installation, placement, or removal of packaging, unless a specific additional service has been expressly agreed in advance.

The customer is responsible for ensuring that the delivery address is correct and complete, and that there is appropriate access for the transport service. The customer, or a person authorised by the customer, must be available to receive, inspect, and safeguard the goods upon delivery.

Access and exceptional delivery costs

Some deliveries may involve conditions that fall outside a standard transport service, including but not limited to restricted access, blocked roads, pedestrian-only areas, rural or remote locations, limited unloading access, building constraints, or any circumstance requiring additional handling or logistics. Where additional delivery or unloading costs arise due to these conditions, Lady J Home reserves the right to inform the customer after order processing and to charge the corresponding supplementary amount before final delivery is completed.

For this reason, customers are encouraged to inform us in advance of any known access restrictions that may affect the delivery. This helps us coordinate more accurately with the relevant supplier or carrier and avoid delays or unexpected charges.

Change of address after dispatch

Once an order has been dispatched, changes to the delivery address may not be possible. Where the carrier allows a rerouting or address update after dispatch, any resulting costs, including re-shipment, storage, failed delivery, or handling charges, shall be borne by the customer.

Inspection on delivery

Upon receipt of the goods, and before signing the delivery note, the customer must verify:

• the number of packages received; and

• the visible external condition of the packaging.

If inspection is not possible at that moment, the customer must write clearly on the carrier’s delivery note: “Not accepted / Subject to inspection” before signing. If the packaging shows visible damage, dents, tears, crushing, impact, moisture, or any other anomaly, this must also be written on the delivery note in specific terms and supported by photographs taken at the same time.

Claims for transport damage are commonly rejected by carriers when damage is not recorded on the delivery note at the time of receipt, so this step is essential.

Damages, incidents, and reporting

Any incident relating to visible transport damage, missing packages, or products received in defective condition must be reported to us by email at info@ladyjhome.com within a maximum of 7 business days from receipt. The message must include the order details, a description of the issue, and clear supporting photographs of:

• the outer packaging,

• the delivery label, where relevant,

• the product affected, and

• any damage observed.

Any incident not noted on the carrier’s delivery note may be considered invalid for transport claim purposes. Customers must also retain the original packaging until the issue has been reviewed and resolved, as it may be required for inspection, collection, replacement, or claim processing.

Replacements and refunds for defective goods

Where a product is confirmed to be defective or damaged in transit, Lady J Home will arrange a replacement where possible. Defective or damaged goods are replaced rather than refunded, except where replacement is not possible due to lack of stock, discontinuation, or other valid circumstances.

If a replacement cannot be provided, Lady J Home may offer an appropriate alternative remedy in accordance with the circumstances of the order. Any collection, replacement, or incident-related delivery will be carried out at street level unless expressly agreed otherwise.

Customer responsibility for collection and replacement

Where a return, collection, replacement, or exchange is required due to an approved incident, the customer is responsible for providing the necessary access, availability, and reasonable cooperation for the goods to be collected and the replacement to be delivered. This includes ensuring that the item is properly packed, accessible at street level, and ready for handover on the agreed date.

Product variations

Many of our products are handcrafted, made with natural materials, produced in small batches, or finished by hand. For this reason, slight variations in tone, grain, texture, shape, dimensions, patina, or finish may occur from one piece to another and form part of the character of the product. Such variations are not considered defects.

Where a project requires strict dimensional, tonal, or technical consistency, we recommend contacting us in advance before placing the order so that we can confirm the most suitable option with the relevant supplier.

Returns

Lady J Home does not accept voluntary returns of merchandise. Returns, collections, or replacements are only considered where an item has been confirmed as damaged in transit, defective, or otherwise subject to applicable legal rights.

Customer service

Customer service hours are:

• Monday – Thursday: 9:30 – 13:30 / 16:00 – 18:00

• Friday: 9:30 – 13:30

Customer service phone: +34 664 414 692

Email: info@ladyjhome.com