Terms of Service

Last updated: 16 September 2026

Who we are

This website, lucyandlolashop.com, is operated by Lucy&Lola Ltd, trading as Lucy & Lola. We are a company registered in England and Wales under company number 13554307, with our registered office at Unit 1, Copley Hill Business Park, Cambridge, England, CB22 3GN. You can contact us at hello@lucyandlolashop.com.

When we say "we", "us" or "our" we mean that company. When we say "you" we mean the person using this site or placing an order.

These terms apply to every order placed through this site. Please read them before you buy. By placing an order you agree to them. Nothing in these terms affects your legal rights as a consumer, and where anything here conflicts with those rights, your rights win.

1. Placing an order

You must be 18 or over to place an order.

When you place an order we will email you an acknowledgement. Your order is accepted, and a contract formed, when we send you your design proof. Until then we may decline an order for any reasonable cause, for example if we cannot make a good portrait from the photo supplied, and we will refund anything you have paid.

Prices are shown in your local currency and include VAT where it applies. Delivery charges, and any duties or taxes for international orders, are shown at checkout before you pay. If we discover a pricing error after you order, we will tell you and give you the choice of continuing at the correct price or cancelling for a full refund.

2. Your photo and your portrait

Every portrait is designed from the photo you send us. You confirm that you own the photo, or have permission from whoever does, and that we may use it to design and make your order.

We will send you a digital proof of the design before anything is stitched. You may ask for as many changes as you like. Nothing is embroidered until you approve the proof.

If, after a proof has been sent, you want the design redone from a different photo, we may charge a £10 redesign fee to cover the artist's time. We will always tell you before any fee applies and you can choose not to proceed.

We may decline to make a portrait that we consider inappropriate or offensive, or that we believe infringes someone else's rights.

Portraits are for your personal use. You may not resell them or use our designs commercially.

3. Using your photo or portrait in our marketing

We only use customer photos, portraits or reviews in our marketing if you have told us we may, for example by ticking the option at checkout, tagging us on social media or replying to a request from us. Submitting a photo for your order does not by itself give us permission to use it in marketing. You can withdraw permission at any time by emailing hello@lucyandlolashop.com.

4. Delivery times

Every piece is made to order, and nothing is made until you approve your proof. Your estimated dispatch date is shown at checkout before you pay, and we treat that date as part of our contract with you. If we expect to miss it we will tell you and you may cancel for a full refund if the new date does not suit you.

Where the estimated date at checkout is more than 30 days from the date of your order, you agree that longer delivery period by placing the order.

5. Shipping, duties and taxes

We ship worldwide. Delivery options and costs are shown at checkout. On every international delivery option, all duties, taxes and import fees are included in the price you pay at checkout (Delivered Duty Paid). There is nothing further to pay when your parcel arrives. If a courier asks you for a payment on one of our parcels, do not pay it; contact us with your order number and we will resolve it.

Risk in the goods passes to you when they are delivered to the address you gave us.

6. Cancelling an order

Because every piece is personalised and made to order, the legal right to cancel within 14 days that applies to most online purchases does not apply to personalised goods. Instead we offer the following.

You may cancel free of charge at any time before we send your proof. If you cancel after the proof has been sent, your pet has already been designed, so a £10 charge is deducted and the rest is refunded. Once you have approved your proof and production has started, the order cannot be cancelled.

To cancel, email hello@lucyandlolashop.com with your order number.

Gift cards and any non-personalised items can be cancelled within 14 days of delivery under the Consumer Contracts Regulations 2013.

7. If something is wrong with your order

Under the Consumer Rights Act 2015 our products must be of satisfactory quality, fit for purpose and as described, and the approved proof forms part of that description. If your item arrives damaged or faulty, does not match the proof you approved, is missing something you paid for, or is not what you ordered, we will repair, replace or refund it at no cost to you. Contact us at hello@lucyandlolashop.com with your order number and a photo.

We cannot accept returns of personalised items for a change of mind, or for a size or colour preference, which is why we show a proof, a size guide and garment measurements before you order.

Nothing in this section limits your statutory rights.

8. Our Happiness Guarantee

Separately from your legal rights, if your finished portrait does not look like the proof you approved, we will remake it free of charge. Tell us within 30 days of delivery and send a photo.

9. Product descriptions

We take care to describe our products, materials and colours accurately. Colours on screen may differ slightly from the finished item. Fibre composition for each garment is stated on its product page. Where we describe a product as made in Cambridge, we mean that it is embroidered and finished in our Cambridge workshop.

10. Prize draws and promotions

Any prize draw, competition or promotion we run has its own terms, which are linked wherever the promotion appears. Those terms govern that promotion.

11. Our liability

We are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or failing to use reasonable care and skill. We are not responsible for loss that was not foreseeable, or for business losses, as this site is for consumers.

We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud, for breach of your rights under the Consumer Rights Act 2015, or for anything else that cannot be excluded by law.

12. Your account and information

You agree that the details you give us are accurate and that you will keep them up to date so that we can complete your order and contact you about it. How we handle your personal data is set out in our Privacy Policy.

13. This website

We own or license the content on this site, including text, images, designs and logos, and you may not copy or reuse it without our permission. You may not use the site for anything unlawful, attempt to interfere with it, or scrape or collect data from it.

We may change the site, our products and our prices at any time. Changes do not affect orders already accepted.

14. Changes to these terms

We may update these terms from time to time. The version in force when you place an order is the one that applies to that order.

15. Law and disputes

These terms are governed by the law of England and Wales. You can bring a claim in the courts of England and Wales; if you live in Scotland or Northern Ireland you may also bring a claim in your local courts. If you are unhappy with how we have handled a complaint, you can also use the EU online dispute resolution platform if applicable, or contact Citizens Advice.

16. Contact

hello@lucyandlolashop.com Lucy&Lola Ltd, Unit 1, Copley Hill Business Park, Cambridge, England, CB22 3GN