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Policies

Payment

Payment is required at the time of ordering.

All our items are handmade to order with an average turnaround of 14 days to dispatch. During busy periods turnaround times may increase. Please join our Facebook Members Group for turnaround updates,

INTERNATIONAL ORDERS 

All additional fees and taxes applicable to international orders are payable by the customer.

Shipping

Once complete, all items are dispatched via Myhermes or Royal Mail for delivery in 2-5 days from item completion.

If you require delivery of your item sooner you can upgrade to express production. Please contact us in the first instance to arrange this.

LOST PARCELS

If you consider your item to be 'lost' please contact me within in 28 days of the expected delivery date (a total of 42 days from order date). Orders deemed as lost after this time will not be replaced or refunded under any circumstances. Royal Mail require a period of time to pass before a parcel may be considered as 'lost' and I ask for your understanding in this matter. If your item has still not arrived after this time your order will be replaced. No refunds will be given for lost parcels. This is to protect the integrity of the returns policy and ourself as a business, from fraudulent claims.

DELAYED DELIVERIES

Delivery delays as a result of third party services are beyond my control and I ask for your acknowledgement of this point. If your item is delayed and does not arrive in time for your required date you will be entitled to full refund, including postage costs. Refunds will be issued once the order has been returned in its original packaging and in an unused condition. To accelerate this process you are asked to refuse delivery of the order when it arrives - this will prevent you from paying return postage fees. 

INCORRECT ADDRESS

No refunds or replacements will be issued for orders on which an incorrect delivery address is provided.

 

Refunds and Exchanges

Lottie & Lysh items are subject to a strict quality control process however in the unlikely event you should receive a faulty item it will be replaced at our cost. Please contact us within 14 days to arrange a return and exchange/refund.

Should you order the wrong size Lottie & Lysh will exchange the item. In this instance the buyer must pay the additional postage costs. Replacement items are subject to the same turnaround period as standard orders and are subject to fabric stock. Please note: Returns must be made in a perfect, unwashed condition within 14 days. Any item that is returned displaying signs of use and/or washing will not be replaced and will be returned to you.

Please send your return to the following address and include a note detailing your order name/number, delivery address and exchange request.

Lottie & Lysh Returns
Via Toy Factory
Units 8 & 9 Seabase Units
Treloggan Industrial Estate
Newquay
Cornwall
TR72SX

All Lottie & Lysh items are made to order and are exempt from the distance selling regulations in relation to 'change of mind'. Each item uses fabric that cannot be remade in to something else, and requires the time and skills of our staff members to create. We ask for your understanding in this matter and ask that you read item descriptions carefully before purchasing.

Please note: Custom orders outside our offered range are not refundable or exchangeable in the absence of fault.
 
Washing : We recommend washing your Lottie & Lysh items at 30 degrees and leaving to air dry. All fabrics, and each and every new bolt is wash tested prior to use and sale. Incorrect washing of your L&L items may result in shrinkage/fading. Refunds or exchanges will not be given in this instance.

Additional policies

Christmas

The cut off for Christmas orders is 1st December. Orders placed after this date are NOT guaranteed in time for Christmas. 


Reviews

We would love to hear what you think of Lottie & Lysh products.... and love to see photos of your little ones rocking their Lottie & Lysh gear even more! You can leave us a review on our Facebook page.

 You can also join our Facebook Members Group for sneak peaks at new releases, exclusive discount codes and the change to buy and sell gently loved L&L.

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