LOLify Delivery & Returns Policy

Last Updated: November 2025
Version: 3.0

Introduction

This Delivery & Returns Policy explains how we deliver your personalised products and your rights regarding returns and refunds. As all LOLify products are custom-made to your specifications, special conditions apply under UK consumer law.

LOLify Ltd. is a company registered in England and Wales under company registration number 16879378. Our registered office is at 3rd Floor, 86-90 Paul Street, London, England, United Kingdom, EC2A 4NE.

Important: All LOLify products are personalised, custom-made items created specifically for you. Under the Consumer Contracts Regulations 2013, personalised products cannot be returned for a refund unless they are faulty or not as described.

Document Hierarchy

This Policy forms part of our terms framework. In case of any conflict:

Our Terms & Conditions take precedence for general matters
This Policy takes precedence for delivery and returns matters
Specific provisions override general provisions

1. KEY INFORMATION ABOUT PERSONALISED PRODUCTS

1.1 Legal Position on Returns

Under the Consumer Contracts Regulations 2013, you have the right to cancel most online purchases within 14 days. However, this right does not apply to:

Custom-made or personalised items
Products made to your specifications
Items that cannot be resold for hygiene reasons once unsealed

All LOLify products fall into these categories as they are:

Created using your photos, text, or AI prompts
Printed specifically for your order
Personalised with your chosen designs

1.2 Required Customer Acknowledgment

Before completing your order, you must tick the following acknowledgment:

"I understand that I am ordering personalised/custom-made products created specifically to my requirements. I acknowledge that under the Consumer Contracts Regulations 2013, I cannot cancel my order after 30 minutes and cannot return these items for a refund unless they are faulty, damaged, or not as described. I have checked my order carefully including all spelling, images, and delivery details."

1.3 Your Statutory Rights

This policy does not affect your statutory rights. You are still entitled to a refund or replacement if products are:

Faulty or damaged
Not as described
Not of satisfactory quality
Not fit for purpose

2. PRODUCTION & DISPATCH

2.1 Production Times

Production begins once we accept your order. Standard production times are:

Greeting Cards

Standard cards: 1-2 business days
Giant cards: 2-3 business days
Multipack cards: 2-3 business days

Phone Cases

Standard cases: 3-5 business days
Premium cases: 4-6 business days

Apparel

T-shirts: 3-5 business days
Hoodies: 4-6 business days
Other clothing: 5-7 business days

Wall Art

Canvas prints: 3-5 business days
Framed prints: 4-6 business days
Posters (rolled): 2-3 business days

Drinkware

Mugs: 2-3 business days
Water bottles: 3-5 business days

Other Products

Calendars: 3-5 business days
Photo books: 5-7 business days
Novelty items: Varies by product

2.2 Rush Production

Express production available for select items:

Additional charge applies
Reduces production time by 1-2 days
Subject to availability
Must be selected at checkout

2.3 Production Locations

We use a global print network to minimise delivery times and environmental impact:

UK facilities for UK orders (where possible)
European facilities for EU orders
US facilities for international orders
Products shipped from facility closest to destination

3. DELIVERY OPTIONS & TIMES

3.1 UK Delivery Options

Budget Delivery (Royal Mail 2nd Class)

Delivery: 3-5 business days after dispatch
Tracking: Not available
Cost: From £2.99
Suitable for: Non-urgent orders

Standard Delivery (Royal Mail 1st Class)

Delivery: 1-3 business days after dispatch
Tracking: Not guaranteed
Cost: From £3.99
Suitable for: Most orders

Tracked Delivery (Royal Mail Tracked)

Delivery: 1-2 business days after dispatch
Tracking: Full tracking provided
Cost: From £5.99
Suitable for: Peace of mind

Express Delivery (Courier Service)

Delivery: Next business day after dispatch
Tracking: Full tracking with signature
Cost: From £9.99
Suitable for: Urgent orders
Cut-off: 2pm for same-day dispatch

Saturday Delivery

Available for select products
Must be specified at checkout
Additional charges apply

3.2 International Delivery

Europe

Standard: 5-7 business days
Express: 2-3 business days
Tracking varies by destination

USA & Canada

Standard: 7-10 business days
Express: 3-5 business days
All orders tracked

Rest of World

Standard: 10-15 business days
Express: 5-7 business days
Limited to greeting cards only

3.3 Delivery Timeframes

Total delivery time = Production time + Shipping time

Example: A t-shirt with standard UK delivery

Production: 3-5 business days
Shipping: 1-3 business days
Total: 4-8 business days from order

3.4 Multiple Item Orders

When ordering multiple products:

Items may be produced at different facilities
May arrive in separate packages
May have different delivery dates
Shipping consolidated where possible

4. DELIVERY COSTS

4.1 Shipping Prices

Single Item Shipping

Based on product type and destination
Shown at checkout before payment
Includes packaging and handling

Multiple Item Discounts

First item: Full shipping rate
Additional items: Reduced "+1" rate
Automatically calculated at checkout

Example:

First greeting card to UK: £3.99
Each additional card: +£0.50
Total for 5 cards: £5.99

4.2 Free Delivery Promotions

Occasionally offered on:

Orders over specified amount
Promotional periods
Selected products
Terms stated in promotion

4.3 Delivery Charges Include

Picking and packing
Protective packaging
Handling fees
Standard insurance

5. DELIVERY PROCESS

5.1 Dispatch Notification

You'll receive email confirmation when:

Order enters production
Order dispatched
Tracking available (if applicable)

5.2 Tracking Your Order

For tracked deliveries:

Tracking link in dispatch email
Real-time updates available
Delivery confirmation provided

For untracked deliveries:

Estimated delivery date provided
No tracking updates available
Contact us if not received within timeframe

5.3 Delivery Attempts

Standard delivery:

Through letterbox where possible
Left with neighbour if too large
Card left if unsuccessful

Signature required:

Must be signed for by adult
Not left unattended
Return to depot if unavailable

5.4 Safe Place Delivery

Where available, packages may be:

Left in specified safe place
With nominated neighbour
In secure location
Photo of delivery location provided

6. DELIVERY ISSUES

6.1 Non-Delivery

If your order hasn't arrived within expected timeframe:

Check tracking (if available)
Check with neighbours/household
Check safe places
Contact us if still not located

We'll investigate and either:

Locate the package
Arrange redelivery
Send replacement
Issue refund

6.2 Wrong Address

If you notice before dispatch:

Contact us immediately
We'll update if possible
Small admin fee may apply

If already dispatched:

Cannot be redirected
May return to facility
Reshipment at your cost
New order may be required

6.3 Failed Delivery

If delivery fails and item returned:

We'll contact you
Verify correct address
Reship at additional cost
Or process refund minus shipping

6.4 Customs & Import Duties

For international orders:

Recipient responsible for customs charges
Duties based on destination country
May delay delivery
Cannot be calculated in advance

7. CANCELLATIONS

7.1 30-Minute Cancellation Window

You can cancel your order for a full refund within 30 minutes of placing it:

No questions asked
Full refund including delivery
After 30 minutes, production begins and cancellation is not possible

7.2 How to Request Cancellation

Log into your account
Go to 'Order History'
Select 'Cancel Order' (if within 30 minutes)
Or email: support@lolify.co immediately

7.3 After 30 Minutes

Once 30 minutes have passed:

Order enters production
Cannot be cancelled
No refund for change of mind

8. RETURNS FOR FAULTY PRODUCTS

8.1 Valid Reasons for Return

We accept returns ONLY for products that are:

Manufacturing Defects

Print quality issues
Colour significantly different from preview
Text/image cut off or misaligned
Product damage (not shipping damage)

Incorrect Products

Wrong item sent
Wrong size (if we made error)
Missing personalisation
Incorrect personalisation (our error)

Shipping Damage

Torn or bent products
Broken items
Water damage
Package clearly damaged

Not As Described

Significant variation from product description
Material not as specified
Size significantly different

8.2 NOT Valid Return Reasons

We cannot accept returns for:

Customer Errors

Spelling mistakes you approved
Wrong size ordered
Incorrect delivery address
Low-quality images you uploaded
Didn't like the design

Expectations

Colour variations due to screen settings
Minor variations in print positioning
Natural material variations
Didn't meet personal expectations

Change of Mind

No longer wanted
Ordered by mistake
Found cheaper elsewhere
Gift recipient didn't like it

8.3 How to Report a Problem

Step 1: Contact Us Within 14 Days

Email: support@lolify.co
Include order number
Describe the issue
Attach photos of problem

Step 2: Provide Evidence Clear photos showing:

The defect or damage
Full product
Packaging (if shipping damage)
Shipping label

Step 3: Await Instructions We follow our response time hierarchy:

Acknowledgment within 24 hours
Initial response within 48 hours
Resolution target within 5-7 business days

8.4 Return Process

If return approved:

We'll email return instructions
Package item securely
Include return form
Use provided return label
Get proof of postage

8.5 Resolution Options

For valid returns, we offer:

Replacement (preferred)

New item produced and sent
No additional charge
Express shipping if urgent

Refund

Full refund including shipping
Processed within 14 days of return
Returned to original payment method

Partial Refund

For minor defects
Product still usable
Agreed discount amount

9. QUALITY GUARANTEE

9.1 Our Commitment

We guarantee:

Products match approved preview
Print quality meets standards
Materials as described
Secure packaging

9.2 Quality Standards

Print Quality

Minimum 300 DPI printing
Colour accuracy (allowing for screen variation)
Sharp text and images
Proper alignment

Materials

As specified in product description
Durable and fit for purpose
Safe and non-toxic
Appropriate thickness/weight

9.3 Preview Accuracy

Your approved preview shows:

Layout and positioning
Text content
Image placement
General colour scheme

Preview may not show:

Exact colours (screen dependent)
Material texture
Actual size
Fine detail at zoom

10. SPECIAL CIRCUMSTANCES

10.1 Hygiene Products

Items like clothing or drinkware:

Cannot be returned if packaging opened
Must have hygiene seals intact
Defects must be reported before use

10.2 Multi-Part Orders

If part of order is faulty:

Only affected items need returning
Rest of order unaffected
Replacement for faulty items only

10.3 Gift Orders

For gifts sent directly to recipients:

Recipient can report issues
We'll coordinate with purchaser
Discretion maintained
Replacement sent to recipient

11. DELIVERY RESTRICTIONS

11.1 UK Restrictions

We cannot deliver to:

PO Boxes (large items only)
BFPO addresses (some products)
Some Scottish Islands (courier only)
Some Northern Ireland addresses (restrictions apply)

11.2 International Restrictions

Cannot ship to:

Countries under trade sanctions
War zones
Some African countries
Some South American countries

Product restrictions:

Only greeting cards internationally
No liquids or glass items
Weight limits apply
Some materials restricted

11.3 Prohibited Addresses

We reserve the right to cancel orders to:

Freight forwarding services
Known fraudulent addresses
Commercial reshipper addresses

12. CUSTOMER RESPONSIBILITIES

12.1 Before Ordering

You must:

Check all personalisation carefully
Verify spelling and grammar
Ensure image quality sufficient
Confirm delivery address correct
Understand returns policy

12.2 During Delivery

You should:

Track order (if available)
Be available for delivery
Provide safe place instructions
Check packaging before signing

12.3 After Delivery

You must:

Inspect products promptly
Report issues within 14 days
Keep packaging if problem
Provide photos if requested

13. PEAK PERIODS

13.1 Christmas Period

(November - December)

Extended production times
Earlier cut-off dates
Higher shipping volumes
Delays possible

13.2 Other Peak Times

Valentine's Day
Mother's Day
Father's Day
Black Friday

During peak periods:

Order early
Choose tracked shipping
Allow extra time
Check cut-off dates

14. BUSINESS ORDERS

14.1 Bulk Orders

For orders over 50 items:

Contact for quotation
Bulk discounts available
Extended production times
Special shipping arrangements

14.2 Trade Accounts

Business customers can:

Apply for trade account
Access bulk pricing
Priority support
Net payment terms (subject to credit)

15. CONTACT US

15.1 Delivery Queries

Before Dispatch:

Email: support@lolify.co
Response within 24-48 hours

After Dispatch:

Check tracking first
Email with order number
Include delivery postcode

15.2 Returns & Quality Issues

Email: support@lolify.co Subject: "Return Request - [Order Number]"

Include:

Order number
Description of issue
Photos of problem
Preferred resolution

15.3 Response Times

We follow our standard response hierarchy:

Acknowledgment: Within 24 hours (business days)
Initial response: Within 48 hours
Resolution target: Within 5-7 business days

16. LEGAL INFORMATION

16.1 Consumer Rights

This policy does not affect your statutory rights under:

Consumer Rights Act 2015
Consumer Contracts Regulations 2013
Sale of Goods Act 1979 (as amended)

16.2 Limitation of Liability

Our liability limited to:

Cost of products
Delivery charges paid
Direct losses only
Statutory obligations

16.3 Force Majeure

Not liable for delays due to:

Natural disasters
Pandemic restrictions
Postal strikes
Severe weather
Government actions
Events beyond our control

17. COMPLAINTS PROCEDURE

17.1 How to Complain

If unhappy with our service:

Step 1: Contact Customer Service

Email: support@lolify.co
Explain issue fully
Include order details

Step 2: Escalation

Email: complaints@lolify.co
Mark "Formal Complaint"
Management review

Step 3: External Resolution

Trading Standards
Citizens Advice
Small Claims Court

17.2 Complaint Response

We follow our response hierarchy:

Acknowledge within 2 days
Investigate thoroughly
Full response within 10 days
Fair resolution

18. POLICY UPDATES

18.1 Changes to Policy

We may update this policy to reflect:

Legal changes
Service improvements
New delivery options
Customer feedback

18.2 Notification

Updates announced via:

Website notice
Email to customers
Account notifications

19. ACCESSIBILITY

19.1 Alternative Formats

This policy available in:

Large print
Audio format
Easy read version

19.2 Support

If you need help understanding this policy:

Email: support@lolify.co
Written assistance available

20. SUMMARY OF KEY POINTS

✅ CAN Return/Refund:

Faulty products
Damaged items
Wrong products sent
Not as described

❌ CANNOT Return/Refund:

Change of mind (after 30 minutes)
Customer errors
Don't like design
Found cheaper elsewhere

⏰ Timeframes:

Cancel within 30 minutes
Report issues within 14 days
Production: 1-7 business days
UK delivery: 1-5 business days

💷 Costs:

UK delivery from £2.99
International from £5.99
Free delivery promotions available
Returns free for valid claims

By placing an order with LOLify, you confirm you have read, understood, and accept this Delivery & Returns Policy.

Version: 3.0
Effective Date: 28 November 2025
Last Updated: November 2025

LOLify Ltd.
3rd Floor, 86-90 Paul Street
London, England
United Kingdom, EC2A 4NE
Company Registration No: 16879378