Frequently Asked Questions
Products
Are your products handmade?
Yes! Every item is carefully handcrafted in the UK with love and attention to detail.
What materials do you use?
We use high-quality, safe and sustainably sourced materials. Each product listing includes detailed information about the materials used.
Can I request a custom or personalised item?
Absolutely! Many of our products can be customised with different colours and/or sizes. Just reach out to us through our contact form or at enquiries@lottieloulondon.com
How do I care for my handmade item?
Care instructions vary by product. Please refer to the "Care Instructions" section on each product page for specific guidance.
Ordering
How do I place an order?
Simply browse our products, select your favourites, choose the size you require and click "Add tp Cart." Then follow the checkout process.
Can I change or cancel my order after placing it?
If your order hasn't been shipped yet, we may be able to modify or cancel it. Please contact us at enquiries@lottieloulondon.com as soon as possible.
Payment
What payment methods do you accept?
We accept major credit/debit cards, PayPal and other secure online payment methods.
Is it safe to pay on your site?
Absolutely. All payments are processed through secure, encrypted channels to protect your information.
Shipping & Delivery
How long will my order take to arrive?
Orders made before 2:00PM are dispatched the same day (Monday-Friday).
Standard delivery is sent via Royal Mail 48 and will arrive within 1-3 business days.
If you need your order more quickly, please select express delivery at checkout for delivery the next working day.
Do you ship internationally?
Currently, we do not offer international delivery as standard. However, if you live outside of the UK and would like to order from us please email as at enquiries@lottieloulondon.com and we will help get our products to you.
Can I track my order?
Yes! Once your order ships, you will receive a tracking number via email.
Returns & Refunds
Where can I find your returns policy?
Click here to access our full delivery and returns policy.
What is your return or exchange policy?
- 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
Check out our delivery & returns page here for more information.
How do I request a refund or replacement?
Contact us via our "contact us" page or email enquiries@lottieloulondon.com with your order number and issue, and we'll guide you through the process.
Other Questions
How can I contact you?
You can reach us via out "contact us" page by clicking here, or email us at enquiries@lottieloulondon.com. We're happy to help via any questions or concerns!