Refund policy
Return & Refund Policy – Lola’s Gift Shop
Returns
We want you to love your order from Lola’s Gift Shop. As many of our products are hand printed and personalised to order, our returns policy differs depending on the type of item purchased.
Personalised & Custom Items
All personalised and custom-made items are created specifically for you.
Because of this, we do not accept returns, exchanges, or cancellations on personalised or custom products once an order has been placed.
Please ensure all spelling, dates, colours, sizes, and personalisation details are entered correctly before completing your purchase. We cannot take responsibility for errors submitted at the time of ordering.
Non-Personalised Items
If you purchase a non-personalised item, you may request a return within 14 days of delivery.
To be eligible for a return:
- The item must be unused and in the same condition you received it
- It must be returned in its original packaging
- You must provide proof of purchase
Customers are responsible for return postage costs unless the item is faulty or incorrect.
To start a return, please contact us at:
Returns sent without contacting us first will not be accepted.
Return address:
11 Clover Grove
Calne
Wiltshire
SN11 8GJ
United Kingdom
Damaged, Faulty or Incorrect Items
Please inspect your order upon arrival.
If your item arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery with photos of the issue so we can resolve it quickly.
Depending on the situation, we will offer:
- A replacement
- A repair
- A refund
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, refunds will be issued to your original payment method within 5–10 business days.
Please note that it may take additional time for your bank or payment provider to process the refund.
Exchanges
We do not offer direct exchanges. If you would like a different item, please return the original item (if eligible) and place a new order.
Questions
If you have any questions about your order or our return policy, please contact us at: