Returns & Refunds

At McLou, we want you to love your order. Every decoration kit is carefully made to order and personalised especially for your celebration.

Personalised Products

Because each kit is made specifically for you and personalised with your child's name, we cannot accept returns or offer refunds if you change your mind after production has started.

Please check all personalisation details carefully before placing your order.

Cancellations

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

Orders can only be cancelled before production begins. Once production has started, we are unable to cancel or refund your order.

Damaged or Incorrect Orders

If your order arrives damaged, faulty or you receive the wrong item, please contact us within 48 hours of delivery.

Please include:

  • Your order number
  • A description of the issue
  • Clear photographs of the product and the packaging

We'll review your claim as quickly as possible and, where appropriate, arrange a replacement or refund at no additional cost.

Quality Guarantee

Every kit is individually inspected before dispatch. If your order has a manufacturing fault or we've made an error with your personalisation, we'll make it right.

Please Note

  • Colours may vary slightly due to different screen settings.
  • Our decorations are designed for indoor use only and are not suitable for outdoor or windy conditions.
  • As each item is handmade and individually assembled, minor variations may occur.
  • Each piece is individually laser cut and hand assembled. Slight marks may be visible on the reverse side of some components as a natural result of the laser cutting process. These marks are not visible from the front when displayed and do not affect the appearance, quality or functionality of the product.

Your Statutory Rights

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, personalised goods that are made to a customer's specifications or are clearly personalised are exempt from the standard 14-day cancellation period for online purchases.

As every McLou decoration kit is made to order and personalised with your child's name, this exemption applies once production has begun.

This does not affect your statutory rights. If your order is faulty, damaged, not as described, or we have made an error with your personalisation, you remain entitled to the remedies available under UK consumer law.

Contact Us

If you have any questions about your order, we're always happy to help.

Email: hello@mc-lou.com