Cancellations & Returns
Right to Cancel
Customers have the right to cancel an order in line with the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations.
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible. If the order has not been dispatched, we will cancel it. If an order has already been dispatched, it may be returned once it has been delivered. Please note however that personalised items cannot be cancelled if production has already begun.
Returns for Unwanted Items
If you change your mind, you may return a non-personalised item within 30 days of delivery, provided it is unused and returned in its original condition.
Please notify us before returning any item and include your order number with the return. We recommend using a tracked delivery service, as we cannot be responsible for items lost in transit.
Once a return has been received and inspected, refunds will be processed within 1-2 working days. Please allow an additional 2–5 working days for the refund to appear in your account, depending on your payment provider.
Returns Address:
Louise Attley Art, 12 Church Avenue, Swillington, Leeds, LS26 8QH.
Items that have been made to order or personalised are excluded from change-of-mind returns.
Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty, incorrect, or with missing items, please contact us as soon as possible.
We will offer either a replacement (subject to availability) or a full refund for the affected item(s), including any applicable outward delivery charges. Please let us know your preference to a replacement or refund to help resolve the issue quickly.
Exchanges
We do not offer direct exchanges. If you would like a different item, please return the original item for a refund and place a new order separately.
Missing or Delayed Deliveries
In rare cases, deliveries may be delayed or go missing during transit. If your order has not arrived within the estimated delivery timeframe, please contact us. We will offer either a replacement (subject to availability) or a full refund. Delivery timeframes are estimates only and cannot be guaranteed. Our maximum liability for delayed delivery is limited to the value of the order.
Statutory Rights
Your statutory rights under UK consumer law are not affected by this policy. We are responsible for supplying goods that meet legal standards.
Custom & Personalised Items
Custom-made, personalised or commissioned items are non-refundable unless they are faulty, damaged, incorrect, or returned due to an error on our part.
You will also lose your right to cancel if:
- goods are unsealed and cannot be returned for hygiene or health protection reasons, or
- goods are combined with other items after delivery and cannot be separated.