Delivery & Returns
Getting your treasures to you
Everything from By Lisa is made or packed by hand in Newton Abbot, Devon — here's how it travels to your door, and what happens if it doesn't arrive as it should. Online ordering is being finalised right now, so in the meantime, just message Lisa about anything you'd love and she'll sort you out personally.
Dispatch times
Ready-made items — paint-your-own kits, gift sets and handmade bits and bobs — are usually packed and posted within a few working days.
Personalised keepsakes take a little longer, because every piece is made after your in-person Little Prints appointment, once the prints have been taken. Lisa will talk through the expected making time with you when you book.
At busy seasons — Christmas especially — orders can take a little longer, so Lisa recommends ordering early. If you need something by a particular date, just ask before you order and she'll be honest about whether it's doable.
Postage & packaging
Postage is calculated when you order, based on what's in your basket and where it's headed within the UK.
Everything is packed with real care: keepsakes travel wrapped and cushioned, kits are boxed so nothing rattles, and every parcel is labelled by hand — often with a little doodle.
At the moment By Lisa posts within the UK only. If you're further afield and would love something, send Lisa a message and she'll see what's possible.
Returns & refunds
If something isn't right — a fault, a mistake or damage in the post — please get in touch within 14 days of your parcel arriving, with a photo if you can. Lisa will sort it out with a replacement or a refund, whichever suits you best.
You're also welcome to return most ready-made items within 14 days of delivery, unused and in their original packaging, for a refund. Return postage is at your cost unless the item was faulty.
Personalised keepsakes are made especially for you, so they can't be returned or refunded unless there's a fault — but if the wording isn't as you asked, or anything about your keepsake isn't right, Lisa will always make it right.
To start a return or report a problem, use the contact form or reply to your order emails — whichever's easiest.
Any questions?
Happy to help
If your question isn't answered here, Lisa is only a message away.
Get in touch