Refund policy

Last updated: 16/08/2026

At Lil Luxe, we want you to love your order. As many of our products are personalised and made specifically for you, different return rules may apply to personalised and non-personalised items.

Nothing in this policy affects your statutory rights.

Personalised and Custom-Made Products

Many Lil Luxe products are created using information, photographs, dates, messages, designs or other personalisation provided by you.

Products that are made to your specifications or clearly personalised are generally not covered by the standard change-of-mind cancellation right that applies to many online purchases under the Consumer Contracts Regulations. Legislation.gov.uk

We therefore cannot normally accept returns or provide refunds for personalised products simply because you have changed your mind, entered incorrect personalisation information or no longer want the item.

This does not affect your rights where an item is faulty, damaged, not as described, or does not otherwise meet your statutory rights. Goods supplied to consumers must be of satisfactory quality, fit for purpose where applicable and as described. Legislation.gov.uk

Please Check Your Personalisation Carefully

Customers are responsible for checking all information submitted before placing an order, including:

Names
Dates
Messages
Photographs
Song information
Spelling
Punctuation
Other customisation options

Once an order has entered production, we may be unable to change or cancel it.

If you notice a mistake immediately after ordering, please contact us at contact@lilluxe.net as soon as possible. We will try to make the requested change, but we cannot guarantee that changes will be possible once production has started.

Faulty, Damaged or Incorrect Items

In the rare event that your order arrives damaged, faulty, incorrectly produced or materially different from what you ordered, please contact us at contact@lilluxe.net as soon as reasonably possible.

Please include:

Your full name
Order number
A description of the problem
Clear photographs or video showing the issue
A photograph of the packaging where relevant

We will assess the issue and, where appropriate, offer a replacement, repair, refund or other remedy in accordance with your legal rights.

Please do not dispose of the product or packaging until we have reviewed your request.

We do not require you to send the faulty product back to us.

Refunds

Once a refund has been approved, it will normally be returned to the original payment method.

Please allow 1–14 business days after we process the refund for it to appear in your account. Your bank or payment provider's processing time may vary.

Where a statutory cancellation right applies, refunds must be handled in accordance with the relevant consumer-law requirements.