Please contact us within 5 days of receipt if you are unhappy with your order for any reason.  To be eligible for a return, your item must be in the same condition that you received it, with its original packaging.
To start a return, you can contact us at info@lucyhughescreations.com. If your return is accepted, we will provide you with details of where to send your package. The order will need to be re-packed in the original packaging and returned within 14 days of original receipt.  As soon as the item is received back to us we will process the refund for your order.  Please remember it can take some time for your bank or credit card company to process and post the refund.
Items sent back to us without first requesting a return will not be accepted.

   
Conditions of return
Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value. We will provide a return shopping address upon request and require that you obtain a proof of postage when you send your order back.
We are unable to accept any exchanges or cancellations.
Custom or personalised orders cannot be returned or exchanged, unless they arrive damaged or defective.

Damaged  or Lost Orders

If your order arrives and it is faulty (i.e. damaged during transit / incorrect) then we ask that you contact us to report the problem within 5 days of receiving your order. Please attach photos of the product to indicate the problem. If your order was damaged during transit please include photos of the damage to the packaging. We will then replace or refund your order as appropriate.
If we request that you return the item, please send via standard first class post and obtain a proof of postage.  We will then be able to refund postage costs incurred.
If an order is lost in transit, we will attempt to trace and then replace or refund as necessary.  No responsibility can be taken for incorrect delivery address information supplied by the customer.

Personalised and Custom Orders

Personalised details must be given when placing your order. It is your responsibility to ensure correct spelling at the time of ordering. Personalised orders are non-returnable and cannot be refunded or exchanged, unless the item is damaged upon delivery. If you believe you made an error when placing your order, please email us immediately and we will attempt to rectify.  If immediate contact is not made, we can’t guarantee that changes can be made.
Mistakes can happen, so as a gesture of goodwill we can offer a discount to re-print your order in this situation.  Contact us directly to discuss.