Returns & Refunds

At McLou, we want you to love your order. Our products are carefully made, prepared and checked before they are sent to you.

Returns

For non-personalised products purchased online, you have the right to cancel your order within 14 days of receiving it, in accordance with UK consumer law.

If you wish to return an eligible item, please contact us within 14 days of receiving your order. Items should be returned unused and in their original condition.

Unless the item is faulty, damaged or incorrect, the cost of returning the item is the customer's responsibility.

Personalised & Made-to-Order Products

Some McLou products are personalised or made specifically to your requirements.

Products that are made to your specifications or clearly personalised cannot normally be returned or refunded simply because you have changed your mind.

Please check all names, wording and other personalisation details carefully before placing your order.

This does not affect your rights if an item is faulty, damaged, incorrect or not as described.

Cancellations

If you need to cancel an order, please contact us as soon as possible.

For personalised or made-to-order products, cancellation may not be possible once production has started.

For non-personalised products, your statutory cancellation rights still apply.

Damaged, Faulty or Incorrect Orders

If your order arrives damaged, faulty or you receive the wrong item, please contact us as soon as possible.

To help us resolve the issue quickly, please include:

  • Your order number

  • A description of the issue

  • Clear photographs of the product and, where relevant, the packaging

We'll review the issue and, where appropriate, arrange a replacement, repair or refund in accordance with your statutory rights.

Handmade Products

Many McLou products are handmade, hand-finished or individually assembled. This means that small variations between products may naturally occur and are part of the handmade nature of the item.

Where laser cutting is used, slight marks may occasionally be visible on the reverse side of some components as a natural result of the production process. These do not affect the appearance or functionality of the product when displayed or used as intended.

Colours may also vary slightly from those shown on screen due to differences in displays and printing.

Please refer to the individual product description for information about materials, dimensions, care and whether a product is suitable for indoor or outdoor use.

Your Statutory Rights

Nothing in this policy affects your statutory rights.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers generally have a 14-day cancellation period when purchasing goods online. Certain products, including goods made to the customer's specifications or clearly personalised, are exempt from this right of cancellation.

Faulty or misdescribed goods remain subject to your rights under UK consumer law, including the Consumer Rights Act 2015.

Contact Us

If you have any questions about an order or return, please contact us.

Email: hello@mc-lou.com