Refund policy

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 or through our Invoicing system. Our T&C's link is showed at the bottom of each invoice sent out to our customers so they can see our policies. Please make sure that you've carefully read product descriptions before making a purchase. We do not provide refunds for any items as they are personalised to the customer, we do however always rectify any concerns to the best of our ability. If the product is faulty or damaged, we will provide options on how to resolve any flaws and return the product back to you within a week or arriving back at the studio. We will not accept any responsibility on possible damages caused once the customer has received the item as it is out of our control with how the item is handled, as well as through our couriers - as we use a tracked express service, all tracking numbers for each parcel can be accessible upon request. We provide customer care cards to ensure correct aftercare is followed.

In order to ensure the above criteria has been met, all products that arrive back at the studio will be inspected. Being a small business, we will always do our best to rectify and resolve the problem before issuing a refund, which is down to our discretion. 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 Orders

You have 48 hours from date of purchase to cancel your order, placed via our website. 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. If you have ordered through our invoicing system not the website, for Bespoke orders such as Wedding (invitation or stationery), Neon and Business, the terms remain the same. All invitation orders are designed using your provided information on the form system we use, you will receive a digital mock up which matches your inspiration and text provided, and every item will be clearly stated on the invoice. 

 

Wedding Orders

We require a 50% deposit to secure your date, the remaining balance will be due 8 weeks before your wedding date. This date we secure is allocated to you, and will secure a slot in our schedule. This is when we start creating your order. If you decide to cancel your order before your 8 week design date, you will lose your deposit. If you have paid your full balance and decide to cancel your order, you can put the 50% to a credit with Lottie Louise Designs Ltd. 

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