Refund policy

We have a 14 day return policy which means you have 14 days after receiving your item/s to request a return. 

To be eligible for a return, your item must be in the same condition that you received it. Unused with tags and in its original packaging. You’ll also need your order number and email confirmation of your order.

To start a return, contact us at customerservice@loulaslittlenursery.co.uk

Please note that returns are paid for by you and will need to be sent to the following address: Unit A2, 25 Eastern Approach, Barking, Essex IG11 0AG, United Kingdom.

Please inspect your order upon receiving and contact us immediately if the item is defective, damaged or if you have the wrong item so that we can evaluate the issue and make it right.

Unfortunately we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be issued a refund (less the original shipping cost) to your original payment method within 5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at customerservice@loulaslittlenursery.co.uk.

Cancellations

You have 24 hours to request a cancellation for your order for both in stock and pre orders. The shipping process will have begun for your order if it's an in stock item and for pre orders, costs will have been started to be used to make your animal.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without a justification. As above, your item must be in the same condition that you received it, unused with tags and in its original packaging. Please use our Right of Withdrawal service located at the bottom of our website.