SHIPPING & RETURNS

ORDER PROCESSING TIME

For our unframed items we aim to have your order shipped within 1-3 working days from the date that you place your order, for our framed artwork we require 1-5 working days from the date the order is placed. We ship via Royal Mail and DPD, this is an expected delivery time of a further 1-2 working days. Please note, in order for us to efficiently post your item in good time we will need to have confirmation that you're happy with the proof via email before we are able to proceed, this is only required for personalised items. In extremely busy periods there may be a further delay due to the volume of orders that are being processed, however this is very rare and we try our hardest to maintain our fast personalisation and delivery service. We will notify customers of any delay in our order processing times. Please contact us at sales@lucirose.co.uk if you have any queries regarding the current time scale of delivery.

* Please ensure all correct and relevant personalisation details are included when you place your order, not including the relevant details may cause a delay in the processing time of your purchase *

SHIPPING METHOD

Once your order has been processed and is ready to be shipped, it is then beautifully packaged and sent out using Royal Mail 1st class delivery or DPD. We purposely choose this method of delivery to ensure quick and efficient arrival of your product. Royal Mail state an estimated delivery time of 1-2 working days. Please remember that we cannot be held responsible for any delays on behalf of royal mail however we will be more than happy to work with you in the unlikely event of any issues arising during delivery. If you require the product by a specific date, we advise ordering in plenty of time to allow for any postal delays. Please ensure all correct and relevant personalisation details are provided in order for us to process your item as quickly as possible.

SHIPPING COSTS

Royal Mail 1st Class - £2.94

REFUNDS & RETURNS

RETURNS - PERSONALISED ITEMS

Unfortunately we do not provide refunds or accept returns on personalised items due to the nature of the item as it cannot be used or resold. If in the unlikely event the item has been damaged in transit, lost or a fault has been made on our behalf we will replace the item on a like for like basis.

We ask that our customers include clear and precise instructions for personalisation following the examples shown in the description section of each product. We also ask that customers ensure all option choices, grammar and spelling are correct when placing their order.

RETURNS - NON-PERSONALISED ITEMS

We aim to provide clear imagery of our products, as well as detailed descriptions for our customers to ensure that they are provided with the correct information about the item that they are purchasing. If you are at all dissatisfied with your purchase, please get in touch with us at sales@lucirose.co.uk and we would be happy to discuss a return and refund for you. We ask that customers return the item in the original state in which it was delivered by securely protecting the print in the cellophane sleeve and against the backing board that was provided in the original packaging. Please use a ‘signed for’ delivery method and obtain proof of postage. We ask that customers contact us before returning the item so we can confirm that it is in accordance with our return policy regulations as we cannot be held responsible for any returned items that are not in accordance with our policy. Once we have received the returned item we will provide a refund within 14 working days, providing the product has been returned in the same satisfactory state. Please note that this does not apply to personalised products.

LOST OR DAMAGED IN TRANSIT

PERSONALISED AND NON-PERSONALISED ITEMS

If an item has been lost or damaged in transit, please get in touch and we will send a replacement out to you. We will replace the item on a like for like basis.

CANCELLING ORDERS

PERSONALISED

Unfortunately, in most circumstances we are unable to cancel personalised orders due to the nature in which the personalised products are processed. However, if you would like to cancel your order please contact us at sales@lucirose.co.uk and we will look into the status of your order. Where possible we will process a cancellation or part refund. Once work has commenced on the item or if the item has already been dispatched, we are unable to cancel the order.

NON-PERSONALISED

To cancel non-personalised items please contact us at sales@lucirose.co.uk. If the item has not been dispatched, we will cancel your order for you.

CUSTOMER SERVICE

At Luci Rose we aim to provide a friendly and professional service. Our dispatch, returns and refund policy are detailed above, however if you have any issues please contact us at sales@lucirose.co.uk and we will do our upmost to help where we are able.