Refund policy
REFUND AND RETURNS POLICY
Thank you for shopping with LouLou Art.
I hope you love your order, but if there is a problem, please contact me at:
RETURNS FOR STANDARD ITEMS
For standard, non-personalised items bought online, you have 14 days after receiving your order to contact me and request a return.
Once your return has been approved, you then have a further 14 days to send the item back.
To be eligible for a return, your item must be:
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unused
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in the same condition that you received it
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returned in its original packaging where possible
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safely packaged for return
You will also need your order number, receipt or proof of purchase.
To start a return, please contact:
Returns should be sent to:
1 Manor Cottages,
Great Billington,
Bedfordshire,
LU79BL
Please contact me before sending anything back. Items returned without contacting me first may not be accepted.
CUSTOM, PERSONALISED AND MADE-TO-ORDER ITEMS
Custom, personalised and made-to-order items cannot usually be returned, refunded or cancelled once work has started, unless they arrive faulty, damaged or not as described.
This includes, but is not limited to:
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custom pet portraits
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items made from your photos
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items personalised with names, dates or wording
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special order designs
Pet portraits and other custom-made designs are created specifically for you, so they are non-refundable once work has started.
Please check all personalisation details, spelling, colour choices and photos carefully before placing your order.
If I need extra information to complete your order, I may contact you by email. Delays in replying may delay your order.
This does not affect your statutory rights.
CANCELLATIONS
If you need to cancel an order, please contact me as soon as possible at:
For standard items, cancellation may be possible if the order has not yet been dispatched.
For custom, personalised or made-to-order items, cancellation may not be possible once design work, printing or making has started.
DAMAGED, FAULTY OR INCORRECT ITEMS
Please inspect your order when it arrives.
If your item is damaged, faulty or you have received the wrong item, please contact me as soon as possible at:
Please include:
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your order number
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a description of the issue
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clear photos of the item and packaging
I will review the issue and do my best to put it right.
If an item is faulty, damaged or not as described, you may be entitled to a repair, replacement or refund.
RETURN POSTAGE
For returns where the item is not faulty, damaged or incorrect, the customer is responsible for return postage costs.
Original delivery costs may be refunded in line with UK consumer law, usually up to the cost of the standard delivery option.
If an item is faulty, damaged or incorrect, please contact me before returning it so I can advise on the next steps.
I recommend using a tracked or proof-of-postage service when returning items, as I cannot refund items that do not arrive back safely.
REFUNDS
Once your return has been received and inspected, I will let you know whether the refund has been approved.
If approved, your refund will be sent back to your original payment method.
Refunds are usually processed within 10 business days, but your bank or payment provider may take additional time to show the refund in your account.
If more than 15 business days have passed since your refund was approved, please contact:
EXCHANGES
I do not currently offer automatic exchanges.
The quickest way to get a different item is to return the original item, if eligible, and place a new order.
Custom, personalised and made-to-order items cannot usually be exchanged unless they are faulty, damaged or not as described.
SALE ITEMS AND GIFT CARDS
Gift cards are non-refundable.
Sale items may be returned if they are standard, non-personalised items and meet the return conditions above.
This does not affect your statutory rights if an item is faulty, damaged or not as described.
IMPORTANT NOTES ABOUT 3D PRINTED ITEMS
LouLou Art items are handmade and/or 3D printed at home in small batches.
Small layer lines, minor surface texture, tiny imperfections or slight variations are normal with 3D printed items and are not considered faults unless they affect the use or overall quality of the item.
Colours may also appear slightly different in person depending on lighting and screen settings.
Please read item descriptions, sizes and care instructions carefully before ordering.