📦How long will it take for my order to arrive?

• Most orders are shipped within 2 weeks.

• Custom items, such as custom cats, are made to order and usually take 4–6 weeks before shipping.

• Once dispatched, you’ll receive a confirmation email with tracking details (if applicable).

🔄Can I return or exchange my items?

• You have 14 days from receiving your order to request a return. Items must be unused and in their original condition.

• Custom or personalised items cannot be returned unless they are faulty.

• Return postage costs are the customer’s responsibility (unless the item is damaged or faulty).

• Refunds are processed within 14 days of receiving the return.

• Exchanges aren’t offered at the moment, but you can return your order for a refund and place a new order.

⚠️What if my item arrives damaged or faulty?

• Please contact us within 48 hours of delivery with photos of the damaged or faulty item.

• We’ll arrange a replacement or refund in line with UK consumer law.

🎨Are your items handmade?

• Yes! Every piece is handmade from clay, hand-glazed, and carefully illustrated.

• Because they’re handmade, colours, shapes, and details may vary slightly, making each item unique.

✨Do any of your products have gold or silver accents?

• Certain items, like some mugs, pendants, and trinket dishes, feature delicate 24k gold or sterling silver highlights.

• To preserve these precious metal details, we recommend handwashing only. Avoid the dishwasher to keep the accents looking their best.

☕How should I care for my ceramics?

• Most items are decorative, but many mugs and dishes are safe for everyday use.

• Avoid sudden temperature changes (e.g., from freezer to hot oven) to prevent cracking.

• Items with gold or silver accents should always be handwashed for longevity.

💌Can I request a custom order?

Yes! If you don’t see an item listed in the shop, you can request a custom order by emailing your ideas and details to lucylucydesigns@gmail.com. We’ll work with you to create something unique and handmade just for you.

Custom orders are made to order and usually take 4–6 weeks before dispatch.

🌍Do you ship internationally?

• We only ship within the UK. International orders cannot be fulfilled at this time.

💬How can I contact you?

• For any questions or concerns, email us at: lucylucydesigns@gmail.com

• We aim to respond within 1–2 business days.

✨ Note: Thank you for supporting a handmade business — each item is crafted with care, and your order helps keep our small studio thriving!