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Terms of Service


The following terms and conditions apply to all orders placed by the customer (hereinafter referred to as ”you”) with Lacylou London, hereinafter referred to as “Lacylou”, ”us ” or ”we”, at the Lacylou website or mobile website (jointly referred to as ””).

By and/or placing an order, you agree to be bound by the terms and conditions set out herein (the ”Terms”). Please make sure you have read and understood the Terms before placing your order. 

Lacylou reserves the right to restrict different areas for delivery during certain times of the year. This could be due to adverse weather conditions that exist in these areas which hinder delivery. 

The inclusion of any products or services on at any particular time does not imply or warrant that these products or services will be available at any time. We reserve the right to discontinue any product at any time.

We reserve the right to amend these Terms from time to time without prior notice to you. The version of the Terms that will apply to your order will be those on at the time you place your order.

Lacylou want to provide the best possible online experience. To make this possible we need to ensure that our services runs like a clockwork. You understand and agree not to;
(i) post, transmit, redistribute, upload, or promote any communications or content that could harm or negatively impact our business, products or services;
(ii) act in a manner or employ any device that restricts, impairs, interferes or inhibits any other user from using or enjoying the site, or which impacts the security of the site, or
(iii) employ any device or attempt to use any engine, software, tool, agent, script or other device or mechanism (including without limitation spiders, bots, crawlers, avatars or intelligent agents) to navigate or search the site, or to copy content from the site.
We reserve the right to immediately bar access to the site and close the account of any user who violates this provision or any other provision in these terms and conditions. 


Ownership of rights

Any use or its contents, including copying or storing such content in whole or part, other than for your own personal, non-commercial use, is prohibited without the permission of Lacylou.



Lacylou exercises the utmost diligence in accepting and processing orders and will endeavour to deliver your order in accordance with your selected delivery option. 

Lacylou endeavours to dispatch orders in the fastest possible time and in the order in which they are placed. Though we aim to deliver within the communicated time frame, delivery may take longer due to unexpected events. In the unlikely event the delivery time exceeds 30 days, you may cancel your order.

Before you place your order, you will be informed of the expected delivery details. Once you have placed your order you will receive an email confirmation with your expected delivery details. 

If your order does not arrive by the scheduled date, please contact our customer service via email


Prices and delivery charges

The prices displayed on include the statutory Value Added Tax but does not include a delivery charge. The cost for each delivery method is clearly indicated during the check-out process. 


Duties & Taxes

As of 26/05/22, all EU orders will be sent o n a DDP service (Delivered Duties Paid)
, meaning customers will not have to pay any import charges on their orders.
Please note however, orders to the EU that total over €150 (including shipping) may incur additional duties which may be charged to you upon delivery by the courier.
Lacylou is not responsible for any additional duties which may be charged on orders totalling over $150 (including shipping).
Lacylou is not responsible for reimbursing customs charges to the EU on orders placed before 25/06/22
All orders outside of EU are sent on a DDU service (Delivered Duties Un-Paid)

, meaning customers will have to pay any import charges on their orders.
The amount of duties and taxes may depend on your country. For example, US customers will only pay import charges on orders over $800 USD.
Lacylou is not responsible for any any duties or taxes which may be charged on orders outside of the EU.


Once you have placed your order, if you have supplied us with your email address, you will receive an email confirmation.

If for any reason we are unable to fulfil your order, we will let you know at the earliest opportunity.

If we have already received payment for such an order, we will attempt to refund the applicable amount (including shipping) using the same method used to make the payment.

If for any reason, alternative arrangements are necessary we will notify you via email and ask you to contact our Customer Service team who will be able to assist further.


Company Information

"Lacylou London" is the trading name of Optimus Solutions (Oxford) Ltd. 

Registered number: 13785883

Returns Address: LacyLou London, Nicholson House, Court Lane, Newent, Gloucestershire, GL18 1AR.

Register Office Address: Lacylou London, Carpenter Court 1 Maple Road, Bramhall, Stockport, Cheshire, SK7 2DH.

General Enquiries:

Customer Service:

Customer Chat: Whatsapp

Customer Phone: 0800 999 1224