Refund policy

Returns and remakes

Every piece is designed from your photo and made to order in our Cambridge workshop, just for you. Before we stitch anything, you approve a digital proof with unlimited edits, so what you receive is what you signed off.

Change of mind
Because every item is personalised, we cannot accept returns or exchanges for a change of mind, or for a size or colour preference, once you have approved your proof. This is why we show a proof, a size guide and garment measurements before you buy. You can cancel free of charge at any time before we send your proof; after that a £10 design charge applies and the rest is refunded.

If something is wrong
If your item arrives damaged or faulty, does not match the proof you approved, is missing something you paid for, or is the wrong item, we will repair, replace or refund it at no cost to you. Email hello@lucyandlolashop.com with your order number and a photo. In the UK we will send you a return link; outside the UK we will agree another way to put it right. Reporting a problem as soon as you can helps us sort it quickly, but your legal rights under the Consumer Rights Act 2015 are not limited by any time period on this page.

Our Happiness Guarantee
Separately from your legal rights, if your finished portrait doesn't look like the proof you approved, we will remake it free. Tell us within 30 days of delivery and send a photo.

Colour
Thread colours are matched to your pet's coat and shown on your proof. Colours on a screen can look slightly different from real thread because of lighting and screen settings, so small tonal differences between the proof and the finished piece are normal and are not a fault. A piece whose colours clearly differ from the approved proof is covered by the section above.

Gift cards
Gift cards are not personalised, so they can be cancelled within 14 days of purchase if unused.

Need help?
Email hello@lucyandlolashop.com with your order number, or check our Help Centre at https://lucyandlolashop.com/pages/help-centre.