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Customer Information

• How to Order
• How to Pay
• Postal Charges & Delivery Times
• Overseas Delivery & Taxes
• Personal Gift Wrapping & Gift Tag Service
• Wedding Favours
• Bespoke Orders
• Returns, Exchanges and Cancellations Policy
• Complaints Procedure

How to Order

• Electronic ordering via our website
• By telephone on 07721 860508

How to Pay

• Credit or Debit Card
We can either accept a card payment over the telephone or as we are linked to PayPal so all major debit/credit cards are accepted. We do not accept American Express. Please note debit/credit card payments will be taken when the order is placed.

All prices quoted on this web site are accurate at the time of going to press and are quoted in GBP (British Pounds).

Postal Charges & Delivery Times

Please allow approximately 7 working days for delivery, however we endeavour to send out your package within a few days. 
Orders will be either sent by Royal Mail Second Class 'Signed for' delivery or a 3 to 5 day courier service.  

If an item is out of stock or we are exceptionally busy there maybe a small delay.

Overseas Delivery & Taxes

Please contact us for prices and delivery times.
Any customs or import duties levied once the package reaches your destination country will be your responsibility as we have no control over these charges and cannot predict these charges.

Personal Gift Wrapping & Gift Tag Service

Please contact us for more information.

Wedding Favours

We will be very happy to discuss your requirements. Please contact us on 07721 860508.

Bespoke Orders

We are very happy to mix and match our fabrics and trims to your personal taste. Please call us with your requirements.

Returns, Exchanges and Cancellations Policy

You may cancel or exchange your purchase by returning the products to Lucy Houle within
7 days from the receipt of goods, in their original condition and fit for re-sale.  We will then refund the full value of the goods less the original delivery charges, as soon as possible and no longer than 30 days from the date of purchase. All return postage is the responsibility of the purchaser and Lucy Houle do not accept responsibility for items lost or damaged in transit to us.
We recommend that you obtain a free receipt of postage from the Post Office as proof of postage. Lucy Houle reserve the right to refuse a refund or exchange if the goods are believed to have been damaged, or are not in their original condition.

Complaints Procedure

We aim to satisfy the requirements of all of our customers as efficiently as we can, but we realise that at times things may go wrong. When they do we will put them right as soon as possible. If you have a complaint please email us on lucy@lucyhoule.co.uk
Your complaint will be handled confidentially and we will acknowledge your correspondence swiftly by email or phone (please ensure we have your email and/or telephone details). At that time we will advise you how long it will take to resolve your complaint. We will keep you informed throughout the process.

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