Terms & Conditions

Lucy Sugden

Confidentiality

Clients records are regarded as confidential. We shall not share your personal information with any third party except for business purposes and according to different legal bases of processing. A summary of these can be found in our privacy policy.

Payment

Online payments are taken via our PayPal payment gateway. All goods have to be paid for in full at the check out before an order is created and can be shipped.

All prices quoted on the website are in pounds sterling (GBP)

Commissions are welcomed, these will be dealt with on a one to one bases and not sold through the shop.

Shipping

Shipping of work available in the shop usually takes 2-3 working days. Excludes weekends and bank holidays. If you need it sooner please contact me and I will do my best to get an order to you on your chosen date, please note however that this may incur higher delivery costs. If an item shows pre
order then an expected timescale for the item becoming available will be given.

On rare occasions during busy periods shipping may take a little longer, if this is the case, I will email with an estimated dispatch date. If an item shows pre order then an expected timescale for the item being available will be given.

You will receive email confirmation when your order is shipped. All Items will be sent via Royal Mail services. Shipping costs will be calculated once an item has been added to the basket. Proof of postage is obtained for every order. Please note that Royal Mail do not class an item as lost until 10-20 working days after the expected delivery date has passed, dependant on delivery method and country sent to. If you think your order has gone missing, please contact me so I can try to trace it for you. If for any reason Royal mail lose your order a full refund will be issued. Buyers are responsible for any customs and import taxes that may apply. Lucy Sugden is not

responsible for delays due to customs.

Packaging

All items will be wrapped and packaged to avoid damage in transit. If your order arrives and looks damaged, or you think it may have been damaged please open and check the order before signing for it. Once you have signed it will be accepted that you are happy with the condition your goods have arrived in.

If for any reason once unpackaged goods received are damaged, please let me know on the date of receipt, providing photographs and a brief description of the damage.

Returns

I really hope you love the work you’ve purchased but if for any reason you don’t you may request a full refund provided the order is returned in original packaging and undamaged within 14 days. To claim a refund please notify me in writing by email to lucymsugden@outlook.com within 7 days of receiving your purchase and I will send an address for you to return it. All goods must be returned in original packaging. You will be required to pay the return postage. I recommend using a traceable means of return. Refunds cannot be made for items lost in return transit. Once I have the item back, I will process your refund within 14 working days.

Cancellations

If you wish to cancel an order, please notify me as soon as possible by contacting me via email at lucymsugden@outlook.com. Once an item has been posted it cannot be recalled. You will still have the option to return it to me in perfect condition, however you will have to cover all postage costs (ie both ways) once I have the item returned you will receive a refund excluding postage costs.

Complaints

We would hope that we always provide an outstanding service, however if you are not happy with any part of the service we provide please email lucymsugden@outlook.com or phone 07957462297 to log your complaint. If a dispute arises then we hope you will agree to attempt to resolve it by engaging in good faith with us in a process of mediation.

Communication

Contact information can be found on our contact us link on our website We are based at The Studio, 124 Eastern Way, Letchworth, Hertfordshire, SG6 4PF, UK

We reserve the right to change these conditions from time to time