Terms and Conditions - Personalised Orders

We have been creating ceramic & silver keepsakes since 2011. We pride ourselves on an excellent reputation for customer service and exceptional quality but occasionally things may not quite go to plan. This is mainly due to the fact that your order is processed by a team of lovely humans.

Our items are created or finished by hand so there will always be an organic feel to what we make and on occasion things may not be 100% perfect. If your personalised product is useable and fit for purpose but surface blemishes or slight defects occur, we will put this down to the product being hand-made. Replacements and refunds will not be offered.

Should your item be unusable or broken during our processing stages then we will offer a replacement item free of charge. At our discretion, a credit note may be issued for use against an alternative item at our studio if that is preferred or the original item is no longer available. For a replacement item to be issued, the original defective item must be returned to us within 7 days of us agreeing to issue a replacement or a credit note. Credit notes are valid for a period of 3 months from the date of issue.

Please note that refunds are not given for personalised products. So much love, care and time goes into every single order that we make but occasionally some things we make may not be perfect. That is the nature of working with hand-finished products

You have 48 hours from collection to inform us of any issues with the personalised element of your pottery, 3D casting, jewellery or other personalised product. We encourage you to inspect it BEFORE leaving the studio so that we can get any issues resolved quickly for you.

Please note that once your items have left the studio we assume no responsibility for them. Any breakages or damage must be identified and reported to a member of staff before leaving. Please check your order carefully and if sending someone to collect on your behalf, please make sure they know exactly what they are collecting and encourage them to check the items. We provide paper bags or cardboard boxes for your convenience to take your orders home. If the bag or box breaks on the way home and the contents are damaged, the pottery gets dropped as you walk to the car or your casting frame becomes damaged on the car journey home, Lollipops & Ladybirds liability for the safe carriage of your order ends when you take it away from our studio so please check carefully before leaving and carry your bags / boxes correctly.

We ask every customer who places a personalised order with us to check their order details carefully upon making payment and sign their order form before leaving. This signature is your consent to us commencing work on your product and when at that point, no changes can be made to your personalised product order.

If we make a mistake with the personalised element of your frame (we will have asked you to check spelling, colour options etc at the point of placing your order) then we will offer a replacement item free of charge. You will be asked to return the original before a replacement is given to you. If your chosen product is no longer in stock, we will issue a credit note which can be used to purchase an alternative product for the same value at our studio within 3 months of issue.

Personalised orders are non-refundable and cannot be changed once work has commenced.

If you would like to discuss an order that you have placed or have questions about placing a personalised order, please don’t hesitate to contact us on 01633 406406 or email shop@lalb.co.uk