Refund policy
Returns, Refunds & Cancellations Policy
Last updated: 22 October 2026
Thank you for shopping with Midamalou!
Each order is prepared with care, and many of our products are handmade or personalised especially for you. Please read our returns and cancellation policy before placing your order.
1. Returns — Non-Personalised Products
For eligible non-personalised products purchased online, you have the right to cancel your order within 14 days of receiving your items, without giving a reason.
After notifying us of your cancellation, you have a further 14 days to return your items.
Please take reasonable care of products while they are in your possession.
You may inspect products as you would in a shop. If items have been used or handled beyond what is necessary to establish their nature, characteristics and functioning, we may make a lawful deduction for any resulting reduction in value.
Original packaging is preferred where available, particularly for fragile items, but is not an absolute requirement for exercising your statutory cancellation rights.
2. Personalised & Custom-Made Products
Products made to your individual specifications or clearly personalised are generally non-returnable for change-of-mind reasons.
Examples may include:
- Personalised plaster letter and name kits
- Custom-made gifts featuring your chosen name or message
- Bespoke items created to your individual specifications
This exception does not automatically apply to every handmade product or standard product simply because it is made to order.
Personalised products remain covered by your statutory rights if they are faulty, damaged, incorrect, mistake by seller.
3. Order Changes & Cancellations
If you need to change or cancel your order, please contact us as soon as possible, ideally within 15 minutes of placing your order.
As our products are handmade and often prepared to order, we may begin production shortly after purchase.
We cannot guarantee that requested changes can be accommodated once preparation has started.
This 15-minute request window does not restrict any statutory cancellation rights that apply to eligible purchases.
4. Return Shipping Costs
For change-of-mind returns, customers are responsible for arranging and paying return postage.
We recommend using a tracked service and packaging items securely, particularly fragile plaster figures.
If an item is faulty, damaged or incorrectly supplied, Midamalou will cover reasonable return costs where required by law.
5. Damaged, Faulty or Incorrect Items
We carefully inspect and package our products before dispatch.
If your order arrives damaged, faulty or incorrect, please contact us as soon as possible.
Where possible, provide:
- Your order number
- A brief description of the issue
- Photographs of the affected items and packaging
Photographs help us investigate but are not mandatory for exercising your statutory rights.
We will arrange an appropriate refund, replacement, repair or other remedy in accordance with applicable UK consumer law.
6. How to Request a Return
To request a return or cancellation, email:
lyly.creations2026@gmail.com
Please include your order number and details of your request.
We will provide return instructions and the appropriate return address.
Please contact us before sending an item back so we can help process your return efficiently. This does not prevent you from exercising your statutory right to cancel by giving us a clear cancellation statement within the applicable period.
7. Refunds
For eligible change-of-mind cancellations, refunds will include the product price and the original standard delivery charge where required by law.
Additional charges for premium or express delivery are not refundable beyond the cost of standard delivery.
Refunds will be processed within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier, where permitted by law.
Refunds will be issued using your original payment method unless otherwise agreed.
Your payment provider may take additional time to make the funds available.
8. Exchanges
If you would like to exchange an item, please contact us to discuss available options.
Exchanges are subject to product availability and applicable consumer rights.
9. Your Statutory Rights
Nothing in this policy affects your rights under UK consumer protection legislation, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.
10. Contact Us
For returns, refunds, cancellations or order enquiries, please contact:
Midamalou
Email: lyly.creations2026@gmail.com
We aim to respond to enquiries as promptly as possible.
Thank you for supporting our small handmade business!