Your shopping cart is empty.

Terms and Conditions

By placing an order with Lucy Loves Neko, you are agreeing to accept our terms and conditions.

It is Lucy Loves Neko's policy to treat our customers fairly and in exactly in the way we like to be treated ourselves.  Here is the small print.


Ordering online with Lucy Loves Neko is safe and secure.

Our payment process is hosted on a secure server, so your credit card details are safe and please note that we do not store your credit card details. You will receive a dispatch notice when your items are shipped.

We offer a secure and safe way to shop with us. A Paypal account is not required and payments can be made using credit/ debit card and instant bank transfers.

We store the contract's content and will send you the details of your order via e-mail. You can find the terms here at all times and may store them if you so wish. The details about your recent orders can be found in your customer login (if you have created a customer account rather than checking out as a guest).


We undertake to supply you with the goods described in these web pages by any date you might reasonably request. All payment must be authorised and complete before we will dispatch your goods. Where products are available for immediate shipment, we will do our best to despatch within 1 working day and always within 2 working days. We always aim to deliver from immediately available stock. In the unlikely event that the item is out of stock, we will contact you straight away with an estimated delivery date and offer you the option to cancel the order. An order is accepted and a contract to supply is formed once you have received a dispatch notification email and your goods have been sent out to you.

Customers outside the European Union - please note that we are not responsible for delays caused by Customs clearance or duties/import taxes levied in your country.


Obviously you, the customer, recognise that we rely on our carriers service to perform the 'contract'. If you do not receive your item within 7 working days (UK orders) and 14 working days (International orders), please contact us and we will assist.

We monitor the performance of our carriers continuously. Whereas we have so rarely had a complaint about the quality of our goods, there have been a very small number of occasions (less than 0.1%) when due to circumstances entirely beyond our control our goods have not arrived by the requested time. In these cases, we have always worked with our customers to resolve the situation satisfactorily.

Please note that delivery timescales are for guidance only and may be affected by factors outside of our control, such as adverse weather and mail security checks.

Due to distributor territory restrictions we cannot ship any Disney Couture products to Australia & New Zealand.


We offer a 100% Satisfaction Guarantee. In the unlikely event that you are unhappy with your purchase, please let us know by email within 14 days of delivery so we can authorise a return. 


All items are checked prior to despatch. In the unlikely event that your item is lost in transit or arrives damaged/faulty, a full refund will be issued once the item has been returned to us (if appropriate) or sufficient time has elapsed so that the item is considered lost by Royal Mail. We will reimburse you for reasonable shipping costs involved in returning the goods. Where the initial payment was by credit/debit card or Paypal, then the refund will be made back to your credit card/bank account or Paypal account. Our major concern is to maintain our happy relationship with you, our customer.


If possible, we will supply goods with the designer's branded packaging.  Please note that pictures of packaging are for illustration only and may vary from the actual packaging received.  Occasionally colours and styles may differ from the packaging shown when changes have been made by the designer or manufacturer - this is outside of our control.  We reserve the right to provide alternative packaging from that displayed on occasions where there is an issue with availability.

Our Details

Lucy Loves Neko: 124 Woolmore Road, Birmingham, B23 7ED UNITED KINGDOM

Please note that we do not operate a retail showroom and so cannot receive visitors at this address.

Our telephone number is 0121 314 7055