Returns & Exchanges
We hope you absolutely love your Amy Lucy order.
As each piece is created with care and made just for you, our returns policy differs slightly from non-personalised retailers.
If you have any concerns at all, our team is here to help.
Can I return a personalised item?
Because personalised pieces are made especially for you, they cannot be returned unless they arrive damaged, faulty, or we’ve made an error.
If there is a problem, please contact us within 48 hours of delivery, and we will put things right.
What if I made a mistake when entering the personalisation?
Please contact us as soon as possible.
If your order has not yet entered production, we will do our best to update the details. Once production begins, changes may not be possible.
What if my item arrives damaged?
We take great care in packaging every order.
If your item arrives damaged, please email us within 48 hours with photos, and we will resolve the issue quickly.
What if you made a mistake with my order?
If we have made an error, we sincerely apologise. Please contact us with a photo and we will arrange a replacement as quickly as possible.
Can I exchange my item?
Non-personalised items may be exchanged if returned unused and in original packaging.
Personalised items cannot be exchanged unless faulty or incorrect.
How long do I have to return a non-personalised item?
Non-personalised items can be returned within 14 days of delivery.
Who pays for return postage?
Return postage costs are the responsibility of the customer unless the item is faulty or incorrect.
How do I arrange a return?
Simply email care@amylucy.co.uk with your order number, and we will guide you through the process.
When will I receive my refund?
Refunds are processed once the returned item has been received and inspected. Please allow 3–5 working days for funds to appear in your account.
Can I cancel my order?
If you need to cancel your order, please contact us as soon as possible. Orders that have already entered production cannot be cancelled.
