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Returns & Colour Policy

We hope you love your order as much as we loved making it! Each of our pieces is completely handcrafted and made just for you.

We offer unlimited revisions on all portraits to ensure you are satisfied with the likeness of your digitial portrait. Because of this, we’re unable to offer returns or exchanges on custom items that you have approved via our proofing portal. Every product is unique to the customer who ordered it.

If something isn’t quite right with your order, please contact us as soon as possible so we can help. You can reach us by email at hello@lucyandlolashop.com (please include your order number). Any issues must be reported within 14 days of your order arriving.

Colour & Design Satisfaction

All our embroidery pieces are created by our UK-based team in our studio using carefully selected thread colours and materials. Please note that colours can vary slightly from photos or digital previews due to lighting, screen differences, and the natural texture of threads.

Because each design is individually handcrafted, we’re unable to offer remakes or refunds for differences in colour tone or personal preference. We do our very best to capture your pet’s personality and likeness, but part of the charm of handmade work is that every piece is unique.

Damages or Issues

Please inspect your order upon arrival and contact us immediately if your item is damaged or if you’ve received the wrong product. We’ll assess the issue and make it right as quickly as possible.

Exceptions / Non-Returnable Items

Certain types of products cannot be returned, including:

  • Custom or personalized items (including all embroidered pieces)

  • Perishable goods (such as food, flowers, or plants)

  • Personal care goods (such as beauty products)

  • Hazardous materials, flammable liquids, or gases

We also cannot accept returns on sale items or gift cards.

Need Help?

We’re always happy to help — please reach out to us at hello@lucyandlolashop.com with any questions or concerns.

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