Delivery & Returns

Delivery

Shipping Policy - How We Get Your Order to You

We're excited to send your order your way! Here's everything you need to know about how we ship.

Processing Your Order

  • We pack and ship orders within 24 hours (Monday-Friday, not including holidays).
  • Place your order before 2:00PM and we'll dispatch the same day.

Shipping Options

Choose the speed that works best for you:

  • Standard Shipping - £2.50 - Delivered in 3-5 business days from dispatch.
  • Next Day Delivery - £4.00 - Order before 2:00PM (Monday-Friday) for delivery the next working day. Orders placed after 2:00PM will be processed the following business day.

All orders are sent via Royal Mail, delivery times are estimates and may vary during busy periods or due to unforeseen delays.

Where We Ship

  • We currently ship to the UK only.
  • For now, we can't ship to P.O. boxes or military addresses.

Lost, Delayed, or Damaged Orders

  • If your order hasn't arrived within 10 business days of the estimated date, email us at enquiries@lottieloulondon so we can help.
  • If your item arrives damaged, let us know within 48 hours and include photos - we'll make it right.
  • We can't be responsible for orders sent to an incorrect address you provide, so double-check those details before hitting "Place Order."

Need to Make a Change?

  • Once your order ships, we can't make changes or cancel it.
  • If you need to update your address or cancel before it ships, email enquirires@lottieloulondon.com right away.

Returns

Returns Policy

We want you to love your purchase! If for any reason you’re not completely satisfied, we’re here to help.

Return Window

  • You can return most items within 30 days of receiving your order.

To be eligible for a return, your item must be:

  • Unused and in the same condition you received it
  • In its original packaging with tags still attached

How to Start a Return

  1. Email us at enquiries@lottieloulondon.com with your order number and reason for return.
  2. We’ll send you instructions on how and where to send your item.
  3. Once we receive and inspect your return, we’ll process your refund or exchange.

Refunds

  • Refunds are issued to your original payment method.
  • Please allow 5–10 business days after we approve your return for the refund to appear in your account.

Return Shipping

  • Customers are responsible for return shipping costs unless the item was damaged, defective, or incorrect.
  • We recommend using a trackable shipping method—unfortunately, we can’t be responsible for items lost in transit.

Non-Returnable Items

  • Custom products cannot be returned as they are bespoke and handmade to order. 

Questions? 

Just head to our ‘contact us’ page or email enquiries@lottieloulondon.com —we’re a small team, and we’ll get back to you quickly.