Policies
Policies & helpful information
From how long your handmade order takes to what happens if something isn't quite right, here's everything you need to know about shopping with Lottie & Lysh.
We're a small team making children's clothes in Cornwall, and we want ordering from us to feel as straightforward as possible.
Ordering & payment
Payment is required when you place your order.
Every made-to-order piece is cut and sewn by our team in Cornwall. Turnaround times are estimates and may be longer during particularly busy periods or if fabric is on pre-order.
For updates, you're welcome to join our Facebook Members Group.
International orders
Any import duties, taxes or customs handling charges applicable to an international order are the customer's responsibility unless expressly collected at checkout.
Delivery & parcels
Orders are sent using tracked Royal Mail services. Once dispatched, delivery generally takes around 2 to 5 days, depending on the service selected at checkout. This is separate from the time needed to make your order.
Need it sooner?
If you need an item for a particular date, please contact us before ordering to ask whether express production is possible. We can't guarantee an earlier dispatch unless we've agreed it with you.
Delayed deliveries
Occasionally a parcel takes longer than expected once it is with the delivery provider. Please get in touch if your order hasn't arrived, and we'll help investigate. If an order arrives too late for the occasion you bought it for, contact us to discuss the available options and any applicable return rights.
Lost parcels
If tracking suggests that your parcel has been lost, please contact us as soon as possible so we can investigate with Royal Mail. Royal Mail may require a waiting period before it will treat a parcel as lost. Your statutory rights in relation to goods that are not delivered remain unaffected.
Delivery address
Please double-check your address at checkout. If you spot a mistake, contact us straight away. We will try to help before dispatch, but we cannot guarantee that an address can be changed once a parcel has been sent. Your statutory rights remain unaffected.
Returns, refunds & exchanges
We want you to love what arrives. If there's a problem with your order, please get in touch and we'll help put it right.
Faulty or incorrect items
If your item arrives faulty or we have sent the wrong item, please contact us with your order details. We will arrange an appropriate remedy in line with your statutory consumer rights, including covering reasonable return costs where required.
Changed your mind or ordered the wrong size?
For eligible standard, non-personalised items purchased online, you normally have 14 days from receiving your order to tell us you wish to cancel, followed by another 14 days to return it. Please contact us before sending anything back. Where you prefer an exchange, we can arrange one subject to fabric availability and our usual production times. Return postage for a change-of-mind return is normally your responsibility.
Please return items in perfect, unwashed and unworn condition wherever possible. Please include a note with your order name or number, return delivery address, and whether you require an exchange or refund. Handling beyond what is necessary to inspect an item may affect the refund available, in accordance with consumer law.
Return address
Lottie & Lysh Returns
3 Bolowthas Way
Newquay
Cornwall
TR7 3DB
Personalised and bespoke orders
Items made to your individual specifications or clearly personalised may be exempt from the usual change-of-mind cancellation rights. This does not affect your rights if an item is faulty or not as described. Being made to order does not, by itself, necessarily remove cancellation rights.
Looking after your L&L clothes
We recommend washing at 30°C and air drying, unless the garment's own care label says otherwise. We wash-test our fabrics before use, but following the care instructions is still important to help keep your clothes looking their best.
Damage caused by washing contrary to the care instructions may not be considered a manufacturing fault. Your statutory rights are not affected.
Christmas orders
We no longer set a fixed Christmas cut-off date. Instead, we take a more flexible approach that allows us to prioritise quality and the wellbeing of our little team during the busiest season.
If you're hoping to have a handmade order under the tree, we strongly recommend ordering at least six weeks in advance.
Fabric availability, staffing and delivery services can all affect turnaround times. We'll continue making and dispatching orders throughout the festive period, but some may take longer than usual. Thank you for being patient with handmade.
Reviews & our little community
We love hearing what you think, and seeing photographs of your little ones wearing their Lottie & Lysh clothes is even better. You can leave a review on our Facebook page.
Our Facebook Members Group is also the place for new-release previews, occasional exclusive offers and buying or selling gently loved L&L pieces.
Privacy policy
The privacy policy below is retained from the existing page. It should be reviewed against your current data-processing practices and UK GDPR obligations before publishing as a definitive legal statement.
Privacy Policy
This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from www.lottieandlysh.co.uk (the “Site”).
PERSONAL INFORMATION WE COLLECT
When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information.”
We collect Device Information using the following technologies:
- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
- “Web beacons,” “tags,” and “pixels” are electronic files used to record information about how you browse the Site.
Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers, email address, and phone number. We refer to this information as “Order Information.”
When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.
HOW DO WE USE YOUR PERSONAL INFORMATION?
We use the Order Information that we collect generally to fulfil any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:
Communicate with you;
Screen our orders for potential risk or fraud; and
When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.
We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimise our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).
SHARING YOUR PERSONAL INFORMATION
We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy. We also use Google Analytics to help us understand how our customers use the Site--you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.
Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.
BEHAVIOURAL ADVERTISING
As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.
DO NOT TRACK
Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.
YOUR RIGHTS
If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.
Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.
DATA RETENTION
When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.
CHANGES
We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.
CONTACT US
For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at lottie@lottieandlysh.co.uk or by mail using the details provided below:
3 Bolowthas Way, Newquay, Cornwall, TR73DB
Klarna payment information
PAY LATER WITH KLARNA
In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment methods. Payment is made to Klarna.
- Pay in 30 Days
- Pay in 3 instalments: With the financing service from Klarna you can pay for it in flexible or fixed instalments. The instalment payment is due at the end of each month following submission of a separate monthly invoice by Klarna. Further Information regarding Slice It is subject to the Terms and Conditions and Standard European Consumer Credit Information: Austria , the United Kingdom , Germany , Sweden , Norway , Denmark and Finland .
- Direct banking: Available in Germany, Austria and the Netherlands. Your account wants to be debited directly after placement of your order.
- Direct Debit: Available in Germany, Sweden, Austria and the Netherlands. Your account will be in receipt of the goods or tickets / availability date of the service or in case of a subscription in accordance with the timelines communicate d. You want to be notified about the date (s) by email.
- Card Payments: Available in Germany. The amount will be posted on your card and will be processed. In case of a subscription the amount will be debited in accordance with the timelines communicate d.
The payment methods 'Pay in 3 instalments and direct debit are only available in case of a positive credit assessment. For this purpose, during the order process and handling of your purchase, we forward your data for an address and credit check to Klarna. We can only offer you the payment methods available based on the results of the credit check. General information about Klarna and the user terms can be found on http://www.klarna.com . Your personal data is handled in accordance with applicable data protection law and in accordance with the information contained in Klarnas privacy statement.
Klarna's Pay in 3 instalments and Pay in 30 days credit agreements are not regulated by the FCA. Use of these and any missed payments may affect your ability to obtain credit from Klarna and other lenders. 18+, UK residents only. Subject to status. T&Cs apply. klarna.com/uk/terms-and-conditions