Returns and exchanges
What we can and cannot take back on made to order items, and how we put things right
Everything we make is personalised to your pet, so it cannot be resold. That means we are not able to offer returns for a change of mind, for sizing, or because you would have preferred a different colour. Made to order and customised items are treated differently to off the shelf ones.
Please do check the size guide and your proof carefully before you approve.
We will always put it right if something has gone wrong at our end
That includes:
- The item arrives damaged or faulty.
- You paid for sleeve embroidery and it was not added.
- The stitching or colouring does not match the proof you approved.
- You have been sent the wrong item, or a different size to the one you ordered.
How to tell us
Email hello@lucyandlolashop.com with your order number and a photo of the item. A photo genuinely helps, because it lets us see immediately what has happened and get you sorted faster.
In the UK we will send you a return link. Where we remake your item, the original comes back to us using that link.
Outside the UK we are not able to take the item back, so we will agree another way to put it right instead, and you keep the original.
Every case is looked at by a person
If you are not sure whether yours counts, please write in and ask. We would rather look at it properly than have you assume the answer is no.
When refunds arrive
Where a refund is agreed, it takes 10 to 14 days to come through once processed.