return & refund policy

At Lucky Vanilla Studio, we want you to absolutely love your prints. But if something isn’t quite right, we’re here to help.

If you have any questions at all, please contact us via our contact form or email us at hello@luckyvanillastudio.com

Personalised Prints

As each personalised print is made especially for you, we are unable to accept returns, exchanges, or refunds unless the item arrives damaged or faulty.

If you have any concerns about your order, please reach out and we’ll always do our best to assist.

Returns & Exchanges (Non-Personalised Prints)

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 calendar days of receiving your item.

To arrange a return:

  • Contact us within 14 days of receiving your print
  • Return the item within 14 days of notifying us

To request a return, please email us with:

  • Your order number
  • The email address used at purchase
  • Your full name
  • The item name

Items must be returned:

  • In their original condition
  • Unused and undamaged
  • Securely packaged to prevent creasing or marks

Return postage costs are the responsibility of the customer and are non-refundable.
Original shipping costs are also non-refundable.

We recommend using a tracked delivery service, as we cannot be responsible for items lost in transit.

Refunds

Refunds will be processed within 14 calendar days of receiving the returned item (or evidence that it has been returned).

Refunds will be issued via your original payment method. Please note that processing times may vary depending on your card provider.

Faulty, Damaged or Incorrect Prints

We take great care in packaging your order, but if your print arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery.

Please include:

  • Your order number
  • The email address used at purchase
  • Your full name
  • The item name
  • Clear photographic evidence of the issue

Once reviewed, we will arrange a replacement or refund in line with your statutory rights.

Unfortunately, we cannot accept claims for damaged items reported after 48 hours of delivery.

If you need help at any stage, please contact us here or email hello@luckyvanillastudio.com, we’re always happy to help.