DELIVERY AND RETURNS
Please read our delivery and returns policy very carefully
Luchi & Ota MAINTAINS OWNERSHIP OF ALL PERSONALISED ITEMS UNTIL FULL PAYMENT HAS BEEN RECEIVED
You can cancel your order within 24 hours of payment for a full no-questions-asked refund. It is not possible to change or cancel your order after 24 hours.
Depending on how busy we are, we aim to dispatch your item within 3 -7 working days after payment has been received. Some items may take longer.
A dispatch email will be sent when goods leave our shop.
Our UK deliveries are often made by Royal Mail. From when items are dispatched delivery is within 4 working days.
For larger items like shoes, a signature is required upon delivery. Please provide an alternate delivery address if a signatory will be unavailable. You can have your package delivered to your work address if this is more convenient for you. This should just be included as Delivery Address. Please note that it is not possible to make a delivery to a PO box.
For smaller items, a signature might not be required, as long as the item can fit through the letter box
A dispatch email will be sent when goods leave our office. If an order has been placed and a dispatch email has not been received within 7 days please contact us immediately.
Standard charge for delivery is £2.99
We want all our customers to receive high quality products. If there is something wrong with the product you have received or if your delivery is not identical to your order (wrong product or if a product is missing), please contact us. If you send us a mail, please include as many details as possible including your order number as well as a picture if there is something wrong with one of the products.
Please note that in some cases we use one-off fabrics and unusual items for embellishments, which means you might not get the exact design you purchased initially, in which case we will have to use alternative materials (with same quality)
Colours tend to vary from screen to screen, so do not be alarmed if your colour is slightly different.
Items which are designed by hand can NEVER be exactly like another. No hand designed item is 100% perfect.
We do not refund postal charges.
Goods are your responsibility until we have received them. Please remember to get and keep a Proof of Postage. Please ensure you pack the return safely to prevent any damage to the products or boxes.
How to return a product
Please note that when you return a product it is very important to state the order number as well as your name and address. Furthermore, a detailed description of the problem is necessary.
It can take up to 14 days for us to receive your return, depending on which postal service you use. Once we have received the returned products, we will inspect them and redesign another item.
Please note that during peak periods, your exchange can take up to 21 days.