Shipping & Returns

Shipping & Returns
 
Dispatch Times

We aim to dispatch your order (excluding personalised items) within 1-3 working days of receiving payment to allow time for your order to be picked and packaged. For personalised items please allow 15 working days from placing to receiving your order. See our useful info page for further details regarding turnaround time. All of our products are lovingly gift wrapped and securely packaged using bubble wrap when needed and card backed envelopes to make sure they arrive safely.

Please check personal details including your postal address is correct and up to date as we will post to the address supplied on your order unless you request that we send to a different address. We cannot take responsibility for incorrect or missing information supplied on your order. It is the buyer's responsibility to ensure personal details are correct.

UK Shipping

We have a flat rate shipping of £1.95 UK so this is the most you will ever pay for postage regardless of how many items you order. Items are sent using Royal Mail 1st Class Standard Delivery or by courier using My Hermes for larger items. A certificate of posting is always obtained for Royal Mail items and a tracking number provided for My Hermes deliveries. Orders exceeding £20 will automatically be sent Signed for but this is not tracked. If you would like to upgrade to tracked shipping please contact us for a price before ordering.

Delivery time after we post items according to the Royal Mail website is currently 1-3 working days for UK orders. These times should be used as a guide only. Occassionally items do go missing in the mail. If you have not recieved your order by 15 working days of shipping (UK) please contact us for a refund or replacement.

Worldwide Shipping

We have a flat rate shipping of £4.95 worldwide so this is the most you will ever pay for postage regardless of how many items you order. We ship outside the UK using Royal Mail International Standard Delivery. This is not tracked but a certificate of posting is obtained. Orders exceeding £20 will automatically be sent Tracked and Signed for. If you would like to upgrade to tracked shipping please contact us for a price before ordering. 

International buyers are responsible for paying any customs, duties and taxes set by their own country.

Delivery time after we post items according to the Royal Mail website is currently 3-10 working days for Europe and 10-15 working days for rest of world destinations. These times should be used as a guide only. Arrival times will vary from country to country. Occassionally items do go missing in the mail. If you have not recieved your order by 20 working days (Europe) or 25 working days (rest of world destinations) please contact us for a refund or replacement. 

Returns

As our items are handmade and individually sewn, printed or painted there may be slight variations from the photographs, but that's what makes your product unique! 
 
We hope you love your Lucy Made Me goodies but if you are unhappy with any item we are happy to offer you a full refund (excluding postage and packaging costs unless the item is faulty) if the item is returned to us in its original packaging within 30 days from the date of delivery. Please note that postage is at your own expense and we advise obtaining a certificate/proof of posting. If you wish to exchange an item, there will be an additional delivery charge for the new item.
 
We cannot accept returns on personalised items due to their custom nature unless they arrive faulty or damaged.
 
To arrange a refund please e-mail [email protected] within 14 days of delivery with your name, order number and details of the item(s) you wish to return and why. Please do not return an item without contacting us first.
 
All refunds will be processed within 7 working days of the return being received and refunds will be made to the original payment method.