Delivery & returns

Every Lullae creation is printed on Fine Art paper and finished with care, then packed to reach you intact. Here is everything you need to know about our lead times, delivery methods and how we handle anything unexpected.

1. Production and delivery times

As our products are made to order, the total lead time is made up of the production time followed by the transit time. The times shown are averages, in working days from the confirmation of your order (and of the preview, where one is required):

• Production: about 1 to 2 working days;
• Delivery: 3 to 5 working days after dispatch.

You will usually receive your creation within about a week. These times may vary at busy periods (the end-of-year holidays, Mother’s Day) or in the event of circumstances beyond our control.

2. Delivery areas

We deliver to mainland France and Corsica. For delivery to the French overseas territories, elsewhere in the European Union or internationally, email us at [email protected] before ordering: we will look into whether it is possible and let you know the lead times and costs involved. Transit times may be longer outside mainland France.

3. Delivery costs

In mainland France and Corsica, tracked delivery is free on orders of €60 or more; below that, it costs €3.95. For other destinations, the costs are given to you before you order (see section 2). The exact amount is always shown in the order summary, before payment.

4. Order tracking

As soon as your parcel is dispatched, you receive a confirmation email with a tracking number (where the carrier provides one), so you can follow your creation all the way to delivery. Please check that your address is correct when you order: a wrong address can delay the parcel or cause it to be returned.

5. Receipt, damaged parcels and disputes

On receipt, we recommend checking the condition of the parcel in front of the delivery driver. If anything is wrong:

• Visibly damaged parcel: record precise written reservations with the carrier (or refuse the parcel), then let us know as soon as possible;
• Damaged, broken or non-conforming product: contact our customer service at [email protected] within 14 days, attaching photographs of the parcel and the product;
• Parcel not received or lost: let us know so that we can open an investigation with the carrier.

We are committed to finding a suitable solution: remaking and resending your creation or, where applicable, a refund, in line with the legal guarantees. For breakage in transit, our “a true likeness, or remade” promise applies in full.

6. Returns and withdrawal

It depends on what you ordered, and the difference is simple: a work created from your photos did not exist before your order, whereas a print from our catalogue already existed.

Your personalised creations

Portraits, birth posters, family trees, family posters, restorations and prints of your photos are not covered by the fourteen-day right of withdrawal. Under Article L221-28, 3° of the French Consumer Code, this right does not apply to goods made to the consumer’s specifications or clearly personalised.

That is precisely why you approve your preview before paying, and why we rework the piece free of charge if the likeness does not convince you. Nothing goes to print without your agreement.

Wall art from our catalogue

It can be returned within fourteen days. As you choose these works as they are from our catalogue, the right of withdrawal applies in full: you have fourteen days after receipt to tell us you have changed your mind, without giving a reason, then fourteen days to send the work back to us. An email to [email protected] is enough; we will reply with the return address. The work must come back in its original packaging and in a resaleable condition; return costs are your responsibility, and we refund you within fourteen days of receiving it.

The only exception: a wall art print on which you have had text engraved becomes a unique piece, made for you alone, and so can no longer be returned.

In all cases, these rules do not deprive you of any of your legal guarantees: if a product is non-conforming or defective, you benefit from the legal guarantee of conformity (Articles L217-3 et seq. of the French Consumer Code) and the guarantee against hidden defects (Articles 1641 et seq. of the French Civil Code), as detailed in our terms and conditions of sale.

7. Any questions?

Our team is here to help with anything to do with your order, its delivery or a possible dispute. Email us at [email protected] and we will reply with care and attention.