Your order for goods is accepted and a contract is formed between Lael Louise Exclusive and yourself, when payment for the goods you have ordered and an email acceptance is received.
Cancelling your order:
Personalised items and goods made to order cannot be cancelled by you once you have received an email confirmation.
Refunds and Returns:
Due to the personalised nature of our goods we are unable to offer a refund if the product is not to your liking or you have changed your mind before or after the item is received.
If you have made an error and we cannot re-work the item we also cannot offer a refund, replacement or credit.
If the item is defective, faulty or I have made an error, a refund or replacement will only be issued when the item has been received back.
Items should be returned in a new and unused condition and wherever possible in the original packaging. If you wish to return your order you must notify within 14 days (beginning on the day of and no later than the day after you receive the goods), you then have 14 days to return the items once the return has been accepted.
Returns are payable by customer unless faulty.
If you return goods, we will not be responsible for any loss or damage to them during transit and we recommend that you use a recorded or secure delivery method. If goods are lost or damaged in transit, we may not refund to you, until an investigation is carried out with the courier service.
See Returns Policy for details of how to return goods to us.
Please notify me within 48 hours of receiving your items if you have any issues.
*Lael Louise Exclusive does not accept responsibility for items once they have been washed. Please see Care Instructions for details on care.
Courier Delivery and Fees:
Postage and Fees are added at checkout. Please make sure the right option has been selected.
Our standard courier delivery charge to home is Hermes £3.55 but this will depend on the weight of the item and can take 3-5 days to be delivered from dispatch.
The standard next day delivery service DPD is charged at £8 and only applies to orders once dispatched it DOES NOT mean you will receive next day after placing the order.
Local Delivery is hand delivered and is charged at £1.50 within a 5 mile radius of RG2. Items will usually be delivered on a weekend once ready for dispatch and a confirmation will be sent for a suitable time.
Local collection is free. Confirmation must be sent by email Facebook messenger or the contact us section of the website to arrange a suitable time. Usually Weekdays after 6pm and Weekends between 12pm and 4pm.
Goods arriving damaged: This is rare but if you could send a picture of the product and it’s packaging would help to solve the problem when I raise with the courier company.
Please note turnaround time on orders can take up to 14 days depending on stock once payment is made. Orders can sometimes be processed faster than turnaround time states. But may also take up to 30 days in some cases. You will be kept informed of your orders progress.
All orders are made using the same turn around time frame.
I do my best to show accurate representation of the products. I try to achieve the most accurate image as possible. Please read descriptions and item details for more information on the products
I will correct obvious grammatical errors, IE: your (you’re) etc. If in doubt I will message you for confirmation.