FAQ's

Here's a list of FAQ that may answer your query but please don'r hesitate to contact us should you have a question not covered here. We can be contacted via Phone/Text, email or messenger.

My item arrived but its damaged - what should I do?

Please take clear photographs of the damaged item and outer/inner packaging and email to sales@lushandtidy.co.uk along with your order number (you can find this on your confirmation email).

This needs to be completed within 2 days of receiving your order. Once received we will arrange for a replacement to be sent immediately or if not available a full refund to the ordinal payment source.

How long my order take to arrive?

We aim to despatch all items within 3-5 working days. You will receive a shipping email once your order has been despatched. Please check your junk/spam folder for emails before contacting us as they sometimes default into that folder.

Please not that despatch times can be extended at busy peak times like Christmas but we will keep you updated and advise you promptly via email should this be the case.

I've seen an item but it is now out of stock can you do special orders?

Yes please get in touch we have excellent relationships with our suppliers and will aim to get the item for you. We can advise of expected restock dates and contact you once the item is back in stock.

Do you ship outside of the UK?

Not at the moment but we are continuing to review the situation.

Can you personalise Items?

Yes we have a growing range of personalised items in the shop. 

We can offer a design and customisation service for Mugs, Cushions and prints. Drop us a message on what you require and we get a proof across to you.

When using the personalisation service Please double check any spelling of your item before confirming your order as corrections will be chargeable.

I'm not happy with my item can I get a refund?

We are always working to provide the best quality goods and want all customers to be happy with their items and if you want to return that is fine. To be eligible for a refund, your items must be in the same condition that you received it, unused and in original packaging. You need to send confirmation of your order number and return the item within 14 days of receipt. 

It is your responsibility to return the item to us, we do not provide a free return service unless the item is damaged.

Please not that we do not accept returns for any item that has been personalised unless it is faulty or damage. Please double check any spelling of your item before confirming your order as corrections will be chargeable.

How can I contact you? 

The easiest way is to email us via Sales@lushandtidy.co.uk and we will get back to you asap. We also have a mobile number but as we are a small business it is difficult to keep it manned.

 

I'm worried as I haven't received a confirmation of my order.

Confirmation emails are automatically sent out on checkout. In the first instance please check your spam/junk folder as our emails often end up there. If you still can't find it then please email sales@lushandtidy.co.uk and we will resend the confirmation across for you.

What measures have you got in place to stop the spread of Covid?

Health safety of our staff and customers is paramount and we have introduced a number of measures to combat the spread of Covid 19. These include isolated storage of stock and regular hand washing and sanitising.