What do I do if my goods arrived damaged?

In the unlikely event your order is damaged in transit please notify us as soon as possible, preferably within 3 working days of receipt, by contacting 01767 221320. Please retain the original packaging for returning your order. We will arrange for a prompt replacement or refund, whichever is your preference.

How do I cancel my order?

You have the right to cancel your order with us, in accordance with Consumer Contracts (Information,Cancellation and Additional Charges) Regulation 2013. The period in which you can exercise that right is 14 working days beginning the day after your goods are received.

For customised orders that are cancelled or returned, we reserve the right to charge for the expense of the customised components and labour (and postage if dispatched).

How can I return my goods?

The unused goods must be returned in their delivered condition within 14 days of the notice to cancel. You can cancel by phoning 01767 221320, by emailing info@lou-lous.co.uk, or by post. Please package any returned items carefully and return them, for your own protection, via a recorded and insured method of carriage. The cost of returned items is the responsibility of the customer unless the goods are found to be faulty or delivered to you in error.

We will inspect the goods prior to exchange or refund. We reserve the right to deem the goods second-hand and make you an appropriate offer should any items not be returned in their entirety or in the delivered condition. Refunds will be made within 14 days on receipt of goods.

What do I do if my goods are faulty?

Please notify us within 10 days of receipt if your goods arrive faulty by contacting us on 01767 221320.

The goods must be returned within 30 days of receipt and proof of purchase must be provided, as per the Consumer Rights Act 2015. If your goods are faulty we will offer a prompt replacement. This does not apply to faults caused by accident, neglect or misuse.

We regret that we are unable to offer refunds where items have been customised incorrectly due to spelling or ordering errors made by the customer, or where the artwork is subject to the artist’s discretion.