Help / FAQs
HELP
Got a question? We got you! Check out our handy FAQs below or send us a message! We will get back to you within 1 working day.
Personalised orders
Custom and personalised orders
If you require something different just send an email or chat with us, if your wants are possible you need to include all things discussed in your CUSTOMER ORDER NOTES.
Can I change any personalisation details once my order has been placed?
If you add the wrong spelling, year, name or any other personalisation in your order, please contact us as soon as possible.
We are super speedy at getting orders out, so if you don't check your order confirmation e-mail straight away, there is a chance we may have already printed and pressed your order, which is then non-changeable.
Please do take care when entering any details to avoid any errors or mistakes.
You can send us a message or email and if your product hasn’t been made yet, we will be able to make some amendments or changes to any personalised orders you have already placed (it all depends on the complexity of the design/changes).
Can I get a mock-up for approval?
For custom orders, we will send a mock-up prior to making your item for you to approve. Once you approve it, your item will be made and sent as shown in the approved mock-up.
Can I include a gift note?
Yes, we are able to include FREE gift notes or gift messages that will be printed on a card stock.
Order Issues
What happens if of any the items is incorrect/missing/damaged
While we always do our best to ensure your order is perfect, we are only human and sometimes mistakes can happen. We will gladly put things right so please get in touch with us with the following information:
1. Your order number
2. A description of the issue
3. An image of the product received, clearly showing the issue
You can talk to us on our chat desk on our website or you can e-mail us at sales@lusswonderland.com
Please note that any products returned to us which you claim to be defective will be checked and verified. Any returned products that are not found to be defective will be returned to you and we shall charge you for the returned transport costs via your original payment method or hold the product until full payment has been received by us for the
return transport costs.
If you notify a problem to us under this condition, our only obligation will be, at your option:
(a) to make good any shortage or non-delivery;
(b) to replace or repair any goods that are damaged or defective; or
(c) to refund to you the amount paid by you for the goods in question in whatever way we choose.
Save as precluded by law, we will not be liable to you for any indirect or consequential loss, damage or expenses (including loss of profits, business or goodwill) howsoever arising out of any problem you notify to us under this condition and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the goods
in question as above.
Who do I talk to about my order?
You can talk to us on our chat desk on our website or you can e-mail us at sales@lusswonderland.com
We look forward to hearing from you!
How do I cancel an order?
You have the right to cancel your order within 7 days without giving any reason.
If the order has been already made and packed, unfortunately we won't be able to cancel your order. All our products are made to order and we don't keep any already made stock.
The cancellation period will expire after 7 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods or the last good or the last lot or piece (as the case may be).
To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement via to info@lusswonderland.com
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Returns & Refunds
What happens if I added the wrong personalisation or chose the wrong item/size?
If you choose the wrong item or add the wrong spelling, year, name or any other personalisation in your order, please contact us as soon as possible.
We are super speedy at getting orders out, so if you don't check your order confirmation e-mail straight away, there is a chance we may have already printed and pressed your order, which is then non-changeable and no refunds can be processed.
Please do take care when entering any details to avoid any errors or mistakes.
What are the Luss Wonderland refunds/exchanges conditions?
ALL OUR PRODUCTS ARE MADE TO ORDER.
We are pleased to be able to offer our customers a 100% Satisfaction Guarantee. We want you to be happy with your products bought from our website.
Please note that Personalised/Customised Items are non-refundable.
Due to the custom nature of our products, refunds/exchanges are not offered for those products unless an error was made by us in production.
Examples of circumstances that do not qualify for refunds/exchanges include (but are not limited to):
- Personalised & made to order items
- Shipping delays
- Incorrect spelling within an order (made by the customer at time of order)
- Incorrect shipping address (placed by the customer)
- Wrong product ordered by customer
If a refund or exchange is granted by us it is the responsibility of the customer to return the product (at their expense) to us at which time a refund will be processed minus shipping costs as those are non-refundable.
- Return shipping costs are the responsibility of the customer, and original shipping costs will not be refunded.
- If you received a special offer discount on your order, that amount will be deducted from your return.
- Returns received past the allowable date will not be refunded.
- Items must be returned in unused condition in their original packaging. Damaged returns cannot be accepted.
READ MORE HERE: https://lusswonderland.com/policies/refund-policy
What happens if I refuse thedelivery, or I am not home to accept the delivery?
All couriers charge a fee to return the
package to the sender. Since we shipped the package on your behalf, you may
be liable for the return shipping fees if you refuse delivery, or if an attempt
has been made multiple times by the carrier with no success.
I gave you the wrongshipping address. What should I do?
Please let us know of changes ASAP.
After the package has already left our studio, we may not be able to make any changes. If the package is returned by the carrier, we will be happy to issue a refund for the items, or re-ship to a new address, but you will be responsible for the re-ship charges.
Delivery
When and how are your seasonal delivery times?
We become extremely busy from October through to the end of January.
We would advise that you make sure that during these times that you order much sooner than usual to make sure that your order is delivered on time.
We try to make sure that most of our orders are posted within 24 -48 hours of ordering, however during busy seasonal periods this might be pushed to 72 hours and delivery may take 5-7 days instead of the usual 3-4 days.
For International orders, during busy seasonal periods, we would recommend ordering 2-3 weeks prior to what you usually might order.
What are the processing time and shipping times?
Luss Wonderland products are exclusively produced and created in our lovely studio based in Bristol and the processing time is between 1-2 working days.
UK Shipping
FREE UK delivery on Orders over £40
We mainly work with Royal Mail and we offer to our customers the option to choose the delivery services. At checkout you can choose from the following shipping options:
- Standard delivery – transit time: 2 to 4 business days from the moment the parcel has been posted - £2.99
- Express Delivery - transit time: 1 to 3 business days from the moment the parcel has been posted - £3.99
- Special Delivery - transit time: 1 to 2 business days from the moment the parcel has been posted - £8.99
International Shipping
International Shipping options:
- Standard International : – transit time: 3 to 17 business days from the moment the parcel has been posted - £19.99
- Express International : – transit time: 3 to 11 business days from the moment the parcel has been posted - £29.99
Import Duty –
Goods dispatched to other countries outside of the EU may be liable to Import Duty, Tax or VAT. When ordering from us you agree to pay any such Duties
which may be imposed by your country's government.
If you refuse to pay any Import Duty / Tax / VAT imposed and thereby prevent delivery of your order you will remain liable for the purchase price of the product/s and any Import Duty / Tax / VAT or penalty imposed by your government.
Who delivers Luss Wonderland's Parcels?
We use Royal Mail as our UK delivery provider.
If we are sending a large parcel or something that needs to go very quickly we may use a courier company such as DPD.
For International shipments we use Royal Mail International and when orders reach your country, they will be delivered by your local delivery service.
What happens if I refuse the delivery, or I am not home to accept the delivery?
All couriers charge a fee to return the
package to the sender. Since we shipped the package on your behalf, you may
be liable for the return shipping fees if you refuse delivery, or if an attempt
has been made multiple times by the carrier with no success.