Returns & Refunds

Returns & Refunds

We hope you love your Lottsolove order, but if something isn't right, please get in touch and we'll do our best to help.

Non-Personalised Items

If you've changed your mind about a non-personalised item, please contact us within 14 days of receiving your order.

Items should be returned unused, in their original condition and, where possible, in their original packaging.

Once the returned item has been received and checked, we'll arrange any refund due.

Personalised & Custom-Made Items

Because personalised and custom-made products are created specifically for you, they generally cannot be returned simply because you've changed your mind.

This includes products made with names, photographs, dates, custom wording or other specifications you've supplied.

Please double-check all personalisation details before placing your order.

This does not affect your rights if an item is faulty, damaged, not as described, or we've made an error with your personalisation.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or we've made a mistake, please contact us as soon as possible.

Please include your order number, a description of the problem and, where appropriate, photographs showing the issue. This helps us sort things out as quickly as possible.

Depending on the circumstances, we'll arrange an appropriate solution, which may include a replacement or refund.

Problems With Personalisation

If we've made your item differently from the personalisation details you supplied, please contact us and we'll put it right.

If an item has been made correctly using information supplied when the order was placed — for example, an incorrectly entered name, date or wording — we may not be able to offer a free replacement or refund.

Returning an Item

Please contact us before sending anything back so we can provide the appropriate return information.

Unless the item is faulty, damaged, incorrect or otherwise required by law, you may be responsible for return postage costs.

Refunds

Approved refunds will normally be returned to the original payment method. The time taken for the money to appear can vary depending on your bank or payment provider.

Need Help?

If you're unsure whether your item can be returned, just Contact Us and tell us what's happened. We'll be happy to help.

Made by our family, for yours. 💚