At LAMAHRA, we want you to love your keepsake as much as we loved creating it. Because many of our pieces are personalised and made especially for you, we have a few specific guidelines around returns and exchanges.
Please read the following policy carefully before placing your order.
Personalised Items
Personalised products are created specifically according to the details provided by you at checkout.
Because these items are made especially for you, personalised products are generally not eligible for return or exchange due to a change of mind, incorrect personalisation details provided by the customer, or ordering the wrong size.
Please carefully check all names, dates, initials, wording and other personalisation details before completing your order.
Non-Personalised Items
Eligible non-personalised items may be returned or exchanged within 3 days of delivery, provided they meet the conditions below.
Items must be:
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Unworn and unused
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In their original condition
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Free from marks, stains, perfume or damage
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Returned with original packaging and tags where applicable
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Returned within the stated return period
Items that do not meet these requirements may not be accepted.
Incorrect, Damaged or Faulty Items
We take great care when preparing every LAMAHRA order. However, if your item arrives damaged, faulty or different from what you ordered, please contact us as soon as possible.
Please provide:
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Your order number
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A description of the issue
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Clear photographs of the item and packaging
If the issue is confirmed to be our error or a manufacturing fault, we will work with you to arrange an appropriate resolution, which may include a replacement, repair or refund.
Personalisation Errors
Please review your personalisation details carefully before submitting your order.
LAMAHRA is not responsible for spelling mistakes, incorrect dates, incorrect names or other information entered incorrectly by the customer.
If you notice an error shortly after placing your order, please contact us immediately. While we cannot guarantee changes, we will always do our best to help before production begins.
Size Exchanges
For personalised clothing, please carefully review our size guide before ordering.
As personalised garments are made specifically for you, size-related exchanges may not be available once personalisation or production has begun.
If you are unsure about sizing, please contact us before placing your order and our team will be happy to help.
How to Request a Return
If your item is eligible for return, please contact us at Hello@LamahraLondon.com within 3 days of receiving your order.
Please include:
Order Number:
Reason for Return:
Item(s):
Photos, if applicable:
Our team will review your request and provide return instructions if your return is approved.
Please do not send an item back without receiving return instructions from us.
Return Shipping
Unless your item is faulty, damaged or incorrectly supplied, return shipping costs are the responsibility of the customer.
Original shipping charges may not be refundable unless the return is due to an error on our part or a faulty product.
Exchanges
Where exchanges are available, the replacement item will be processed once the original item has been received and inspected.
For personalised products, exchanges may not be possible because each item is individually created for the original order.
Refunds
Once your returned item has been received and approved, any applicable refund will be processed to the original payment method.
Please allow 7–14 business days for your refund to be processed. Your bank or payment provider may require additional time before the funds appear in your account.
Sale & Promotional Items
Items purchased during promotional periods may be subject to specific return or exchange conditions. Any applicable restrictions will be communicated at the time of purchase.
Personalised promotional items remain subject to our personalised-product policy.
Gifts
If you are purchasing a LAMAHRA keepsake as a gift, please ensure the recipient's size and personalisation details are correct before ordering.
Personalised gifts are created specifically for the intended recipient and are therefore generally not eligible for change-of-mind returns or exchanges.
Contact Us
Have a question about a return or exchange?
Our customer care team is here to help.
Email: Hello@LamahraLondon.com
Please include your order number whenever contacting us so we can assist you as quickly as possible.
Made to Remember. Made for Love.
Every LAMAHRA keepsake is created to celebrate a meaningful moment. We appreciate the care you take when placing your order and are always here to help make your experience as seamless as possible.