Shipping
Processing time
The time I need to prepare an order for shipping varies. For details, see individual items.
Customs and import taxes
Buyers are responsible for any customs and import taxes that may apply. I'm not responsible for delays due to customs.
Payment Options
Returns & Exchanges
See item details for return and exchange eligibility.
The following items can't be returned or exchanged
Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:
- Custom or personalized orders
- Perishable products (like food or flowers)
- Digital downloads
- Intimate items (for health/hygiene reasons)
- Items on sale
Conditions of return
Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
Privacy policy
Privacy Policy – LouLou Lab
This Privacy Policy describes how and when I collect, use, and share information when you purchase an item from me, contact me, or otherwise use my services through Etsy.com or its related sites and services.
This Privacy Policy does not apply to the practices of third parties that I do not own or control, including Etsy or any third-party services you access through Etsy. You can refer to the Etsy Privacy Policy to learn more about its practices.
1. Information I Collect
To fulfil your order, you must provide me with certain information (which you authorise Etsy to provide to me), such as your name, email address, postal address, payment information, and the details of the product you’re ordering.
You may also choose to provide additional personal information (for example, for custom pet portraits or personalised items) if you contact me directly.
2. Why I Need Your Information and How I Use It
I rely on a number of legal bases to collect, use, and share your information, including:
To provide my services, such as fulfilling your order, processing payments, resolving disputes, and providing customer support
When you have given consent, for example if you contact me directly or request a custom order
To comply with legal obligations, such as keeping records for tax purposes
For legitimate interests, such as improving my services, managing my shop, and ensuring orders are completed correctly
3. Information Sharing and Disclosure
I share your personal information only where necessary and in limited circumstances:
Etsy – I share information with Etsy as required to provide my services and comply with Etsy’s Seller Policy and Terms of Use
Delivery services – I share your name and address with postal/courier services to deliver your order
Service providers – such as payment processors or platforms used to manage orders
Legal requirements – I may share information if required to comply with laws, prevent fraud, or protect rights and safety
I do not sell or use your personal information for marketing purposes.
4. Data Retention
I keep your personal information only for as long as necessary to provide my services and meet legal and regulatory obligations.
I generally retain order information for up to 6 years, in line with UK tax and accounting requirements.
5. Transfers Outside the UK/EU
Etsy and some third-party services may store or process your data outside the UK or EU.
Where this happens, they use appropriate safeguards (such as standard contractual clauses) to ensure your data is protected.
6. Your Rights
If you are based in the UK or EU, you have the right to:
Access the personal information I hold about you
Request correction of your information
Request deletion of your information (where legally possible)
Object to how your data is used
Withdraw consent (where applicable)
If you have any concerns, you also have the right to contact the Information Commissioner’s Office (ICO) in the UK.
7. Contact Me
For the purposes of UK data protection law, I, Jody Bates, am the data controller of your personal information.
If you have any questions or concerns, you can contact me at:
jody@loulouart.co.uk
Or by post at:
Jody Bates
1 Manor Cottages
Great Billington
LU7 9BL
United Kingdom