Refund policy

We truly appreciate your trust in us to create something meaningful. Each Lulatail piece is handmade, one at a time, with love and care. Because of the highly customized nature of our work, we ask for your understanding in the following policies:

Return Policy

Your happiness matters deeply to us. If you are not fully satisfied with your Lulatail piece, please contact us at hello@lulatail.com within 7 days of receiving your order. We’ll do our best to address any concerns.

However, due to the personalized nature of our portraits and the time invested in crafting each one, we do not accept returns or refunds for custom-made items.

Order Cancellation Policy

To reserve your place in our production queue, full payment is required at the time of order.

If you wish to cancel your order before we begin working on it, we can offer a partial refund. A 20% processing fee will be retained to cover planning, material reservation, and queue time.

Once your order enters the crafting stage, cancellations are no longer possible, as the process and materials are already underway.

Order Change Policy

If you need to make any changes to your order, please contact us within 24 hours of purchase. We cannot guarantee changes beyond this window, especially after production has started.

Preview & Adjustment Before Shipment

Before your piece is shipped, we will send you a photo preview. At that stage, minor adjustments are welcome, and we’re happy to fine-tune details to ensure your satisfaction.

Once the piece is approved and shipped, we are unable to offer remakes or modifications unless the item is damaged during transit.

Damaged or Lost Items

In the rare event that your sculpture is damaged in shipping or lost in transit:

Please contact us within 7 days of receiving your package (or expected delivery)

Send photos and a description of the issue

We will review the case individually and offer a fair solution (such as repair, remake, or partial refund)

Thank you for supporting Lulatail and honoring the handmade process. Every piece we make is more than a product—it’s a soft memory, made to last.