Refund policy

We hope you love your handmade clutch bag.

As every bag is individually handmade to order, we do not accept returns or offer refunds for:

• change of mind;
• unwanted items;
• incorrect design selected by the customer.

This is in accordance with Regulation 28 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which excludes goods made to a customer's specifications or clearly personalised from the statutory 14-day cancellation period.

Faulty or Damaged items

Your statutory rights are not affected if your order is:

• faulty; or
• damaged during delivery.

Please contact us within 14 days of receiving your order. Please email us at lola.willow19@gmail.com with:

• your order number;
• photograph showing the issue; and
• a description of the problem.

Once we have assessed the issue, we will arrange an appropriate remedy, which may include:

• repair;
• replacement; or
• refund.

as required under the Consumer Rights Act 2015.

Returning an item

Where a refund is agreed because an item is faulty or damaged, we will provide instructions for returning the item. 

Please do not return products without contacting us first.