Made Lovely by Sarah, a sub-brand of Mad Potter’s Studio
Shipping, Returns and Refunds Policy
Effective date: 26 January 2026
1. Shipping
1.1 We ship from the UK using Royal Mail and, where needed, other couriers.
1.2 Our typical dispatch time is 7 to 10 working days, excluding weekends and bank holidays. This is the time needed to make, check and prepare your order before it is sent.
1.3 Delivery options shown at checkout may include Royal Mail Tracked 24, Royal Mail Tracked 48, or Standard delivery, depending on the product and destination.
1.4 If your parcel is delayed or marked as delivered but has not arrived, please first check safe places, neighbours and anyone else at the delivery address.
1.5 If you still cannot find it, email fulfilment@made-lovely.co.uk with your order number and we will look into it.
2. Returns for non-personalised items
2.1 If your item is not personalised, you may request a return within 14 days of receiving the goods.
2.2 To request a return, email fulfilment@made-lovely.co.uk within 14 days of delivery.
2.3 Returned items must be unused and in their original condition where possible.
2.4 For change-of-mind returns, the customer is responsible for return postage. We recommend using a tracked service and keeping proof of postage.
2.5 Refunds are issued back to the original payment method once the returned item has been received and checked.
3. Returns for personalised items
3.1 Personalised items are made to your specification. For that reason, they are generally not eligible for change-of-mind returns once production has started.
3.2 If there is a fault, damage, or an error on our side, we will fix it.
4. Damaged, faulty, or incorrect items
4.1 If your item arrives damaged, faulty, or incorrect, email fulfilment@made-lovely.co.uk within 48 hours of delivery where possible.
4.2 Please include photos of the item, the packaging, the shipping label, and your order number.
4.3 If the issue is confirmed, we will offer a replacement or refund as appropriate.
4.4 Where a return is needed because the item is faulty, damaged or incorrect, we will cover the reasonable return postage cost or provide return instructions.
5. Refund timescales
5.1 Refunds are typically processed within 5 to 10 working days after we receive the returned goods or confirm the issue.
5.2 Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.
6. Contact
6.1 For shipping, returns and refund queries, email fulfilment@made-lovely.co.uk.