RETURNS & CANCELLED ORDERS

Refund policy

We do not provide refunds after the product is shipped (due to each item being individually hand finished) which you acknowledge prior to purchasing any product on the Website. Please make sure that you've carefully read product descriptions before making a purchase. We will only accept a return if the item is faulty or damaged, subject to each order. 

In order to ensure the above criteria has been met, all returns will be inspected. If the product does not meet the above criteria, we reserve the right not to issue a refund. We will always do our best to rectify and resolve the problem before refunding as we cannot use the item again. If the item is faulty, we ask you to provide photos of proof to our email info@lottielouisedesigns.co.uk and a member of our team will get back to you within 2-5 working days with a resolution. 

Cancelled Shop Orders - placed via our website. (excludes Wedding/Backdrop/Neon)

You have 48 hours from date of purchase to cancel your order. You must email us with your order number and you have the choice to include why you want to cancel your order with us, we will then refund your balance back to the original payment method used on your order. Any requests made after the 48 hours to cancel may not be met, due to the materials already ordered in specifically for your order, and it may of already been started in our studio.

Wedding Orders

We require 50% deposit (if your order is over £300) to secure your slot space and stock, if you wish to cancel your order before your 8 week slot date, you will loose your 50% deposit. If you have paid the full balance and still require to cancel your order before or during your 8 week slot, you will still lose this and you will not receive any refund as we may have already started your order and declined other business due to your slot being secured, especially as we only have a limited amount of allocated slots available each year so we may have had to turn down business for your dedicated slot date. We also have to consider staff costs, materials, design and admin fees as well as the stock which is set aside for you. If you wish to amend your order, as long as it doesn't fall under the amount you've paid, we can do this no problem e.g A5 Table Number Sign to be switched out for a A5 Cake Menu sign, you would just be required to pay the extra.

Abroad Weddings

All items that Lottie Louise Designs Ltd. sends out to any venues/customers outside of the UK is sent through trusted couriers, however, if any custom charges get applied throughout the sending process, the customer is liable for this charge and not Lottie Louise Designs Ltd. We do our best to gather all information prior to the order being sent out and dispatched to ensure minimal fees get applied if any, and will always work with our customers and their wedding planners to ensure a smooth process but as we are not in control of any custom charges or additional importing fees, this is down to the receiver to be accountable for.

Hire Items

All items that the customer hires from Lottie Louise Designs Ltd. will be in their responsibility while in use of the customer. Any damage or loss will be accounted for and the customer will be liable and charged at a 100% re purchase cost. Lottie Louise Designs Ltd. will ensure that all items are in a presentable quality for each event that the hire item is used for and each item will be inspected after the hire use. General wear and tear is expected as long as the item can be re used in a high quality state for future hires. A Hire Waiver form will be presented to the customer before any hire use for them to sign and agree with these T&Cs.

Contacting us
If you would like to contact us concerning any matter relating to this Refund Policy, you may send an email to info@lottielouisedesigns.co.uk