FAQs
How long will my delivery take?
For UK deliveries, your package should be with you within 5-7 working days, we will send a tracking number once available and keep you updated should there be any change in the schedule.
For international deliveries, we estimate a lead time of 1-2 weeks, a tracking number is provided and we will send any relevant updates.
Where are your products made?
Our soft furnishing items are made locally by a specialist in Suffolk, UK. The fabrics/textiles are sourced from renowned textile suppliers across Europe.
Can I place a bespoke order?
Please feel free to send an enquiry via email, and we can endeavor to fulfill your request.
Returns & Refunds
If you wish to return an item, please contact our team via our details below before sending anything back.
As we don't currently operate an online returns portal, returns will need to be arranged directly by you. Customers are responsible for organising and covering the cost of return postage. We recommend using a tracked delivery service and keeping your proof of postage until your refund has been processed.
If you have any questions about returning an item, our team will be happy to help.
Request Refund
If you wish to return an item, please contact our team via email to, lucy@studiolucile.com before sending anything back.
As we don't currently operate an online returns portal, returns will need to be arranged directly by you.
Re-package & Post
Please ensure all items are returned in their original packaging and in an unused, resalable condition.
Customers are responsible for organising and covering the cost of return postage. We recommend using a tracked delivery service and keeping your proof of postage until your refund has been processed.
Received
Once your return has arrived and been inspected, we'll process your refund to the original payment method.
Please note that this policy does not affect your statutory consumer rights, including your rights regarding faulty or misdescribed goods.
Refund
Please allow a little time for the funds to appear in your account, depending on your payment provider.
Terms and Conditions
1. About Studio Lucile
Studio Lucile is the trading name of an independent sole trader based in the United Kingdom.
2. Orders & Availability
All orders are subject to product availability and acceptance. When placing an order, please ensure that your contact details and delivery information are accurate. Once your order has been placed, you will receive an email confirming receipt. A further confirmation will be provided when your order has been accepted and is being processed, where applicable. If an item becomes unavailable after an order has been placed, we will contact you to arrange a suitable resolution or issue a full refund. We reserve the right to cancel an order where a genuine pricing error has occurred or where fraudulent activity is suspected. Any payment taken for a cancelled order will be refunded in full.
3. Products & Descriptions
We take care to ensure that product descriptions, photographs, dimensions and other information are as accurate as possible. Please note that colours may appear slightly different depending on your screen settings and lighting conditions. Some products may feature natural variations in texture, colour, pattern or finish. These variations may be characteristic of the materials used and contribute to the individuality of each piece. We recommend carefully checking all product descriptions and measurements before purchasing. Nothing in this section limits your statutory rights if a product is faulty, misdescribed or not fit for purpose.
4. Prices & Payments
All prices displayed on our website are in pounds sterling (£). Studio Lucile is not currently VAT registered, and therefore VAT is not charged separately on purchases. Delivery charges, where applicable, will be clearly displayed before you complete your purchase. Payment must be made in full at checkout using one of the payment methods available on our website. All payments are processed through secure third-party payment providers. We do not store full payment card details.
5. Delivery
Orders are dispatched using selected third-party courier services. Available delivery options, estimated timeframes and applicable charges will be displayed at checkout or communicated before your order is completed. We aim to dispatch orders within the timeframes stated on our website. If an unexpected delay occurs, we will endeavour to keep you informed. Please ensure that your delivery details are correct when placing your order. We cannot be responsible for delays or failed deliveries resulting from incorrect information supplied at checkout. If your parcel arrives visibly damaged, we recommend taking photographs of the packaging and contacting us as soon as possible. Your statutory rights regarding damaged, faulty or undelivered goods remain unaffected. Responsibility for your order remains with us until it has been physically delivered to you or someone you have nominated to receive it.
6. Returns & Refunds
We want you to be happy with your purchase. If something isn't quite right, we offer a 30-day returns period from the date your order is delivered. If you wish to return an item, please contact us before sending it back. As we do not currently operate an online returns portal, customers are responsible for arranging their own return postage and covering the cost of return delivery for change-of-mind returns. We recommend using a tracked delivery service and retaining proof of postage until your refund has been processed. For returns under our extended 30-day returns policy, items should be returned in their original packaging and in a condition that allows them to be resold. You may handle an item as reasonably necessary to inspect it, as you would in a shop. Once your return has been received and checked, we will arrange your refund to the original payment method.
For full details, please refer to our separate Returns & Refunds Policy.
7. Faulty, Damaged or Incorrect Items
We take care to ensure that all orders are checked and packaged appropriately before dispatch. If your order arrives damaged, faulty or incorrect, please contact us with your order number and photographs where possible. We will assess the issue and work with you to find an appropriate resolution. Under the Consumer Rights Act 2015, products must be of satisfactory quality, fit for purpose and as described. Where an item is faulty or incorrectly supplied, you will not be expected to cover reasonable return costs. Your statutory consumer rights are not affected by anything stated in these terms.
8. Website Content & Intellectual Property
All content featured on the Studio Lucile website, including photographs, product descriptions, branding, logos, graphics and written material, is owned by Studio Lucile or used with permission from the relevant owner. No content may be copied, reproduced, distributed or used commercially without prior written permission.
9. Privacy & Data Protection
We respect your privacy and take the protection of your personal information seriously. Personal information provided when browsing, contacting us or placing an order will be handled in accordance with our Privacy Policy and applicable UK data protection legislation. Information may be shared with trusted third parties where necessary to process payments, fulfil orders and arrange deliveries.
10. Changes to These Terms
We may occasionally update these Terms & Conditions to reflect changes to our business, website or legal requirements. The latest version will always be available on our website. Any changes will not affect orders that have already been accepted.
11. Governing Law
These Terms & Conditions are governed by the applicable laws of the United Kingdom. Nothing in these terms are intended to remove or restrict any consumer rights provided by law.
Privacy Policy
1. Who We Are
Studio Lucile is an independent UK business, owned and operated by Lucy Iles, trading as Studio Lucile.
2. What Information We Collect
When you visit our website, contact us or place an order, we may collect the following information:
Personal and contact information
Full name
Email address
Telephone number, where provided
Billing and delivery addresses
Order and payment information
Products purchased and order history
Order numbers and transaction details
Payment status and payment method
Information relating to refunds, returns or customer enquiries
Payments made using debit or credit cards, Apple Pay or Google Pay are processed through our chosen third-party payment provider. We do not store or have direct access to your full payment card details.
Website and technical information
When you visit our website, certain technical information may be collected automatically, including:
IP address or anonymised IP information, where applicable
Browser type and version
Device and operating system information
Pages visited and website usage information
Cookies and similar technologies, where applicable
Customer communications
If you contact us, we may retain your name, email address and any information you provide so that we can respond to your enquiry and provide customer support.
3. How We Use Your Information
We collect and use your personal information for the following purposes:
To process and fulfil your orders.
To arrange deliveries and provide order updates.
To process payments, refunds and returns.
To respond to questions and customer enquiries.
To maintain accurate business and transaction records.
To improve our website and shopping experience.
To protect our website and prevent fraudulent activity.
To comply with our legal, accounting and tax obligations.
Where you have chosen to receive marketing communications, we may also use your email address to share occasional news, product updates and special offers from Studio Lucile.
You can unsubscribe from marketing emails at any time.
4. Payments & Third-Party Providers
We accept payments through our website using debit and credit cards, Apple Pay and Google Pay. Payments are handled securely by the third-party payment provider connected to our IONOS checkout. Your payment information is processed in accordance with that provider's own privacy and security policies. Studio Lucile does not store customers' full card details.
We may also share relevant personal information with trusted third parties where necessary to operate our business, including:
IONOS: Our website hosting and online services provider.
Payment providers: To securely process customer payments and refunds.
Delivery companies: To arrange and complete deliveries.
Professional advisers and authorities: Where necessary to meet legal, accounting or regulatory obligations.
We only share the information necessary for these services to be carried out.
We do not sell, rent or trade your personal information to third parties.
5. Marketing Communications
We may introduce email newsletters and marketing communications in the future to share new arrivals, updates and occasional offers from Studio Lucile. If you choose to subscribe, your email address will be used for this purpose in accordance with applicable data protection and electronic marketing laws. You can withdraw your consent or unsubscribe at any time by using the unsubscribe link included in our emails or by contacting us directly. We will not add you to a marketing mailing list simply because you have placed an order.
6. Cookies & Website Usage
Our website may use cookies and similar technologies to ensure that it functions correctly and to improve your browsing experience.
Cookies are small text files stored on your device when you visit a website.
Depending on the services and settings enabled on our website, cookies may be used to:
Remember items in your shopping basket.
Support essential website functionality.
Improve website performance.
Understand how visitors use our website, where analytics tools are enabled.
Where required, we will ask for your consent before placing non-essential cookies on your device.
You can manage your cookie preferences through our website's cookie settings or your browser settings.
7. How We Store & Protect Your Information
We take reasonable steps to protect your personal information from loss, misuse, unauthorised access or disclosure.
Information is stored securely using our website platform and relevant third-party service providers. We only retain personal information for as long as necessary to fulfil the purposes for which it was collected, including meeting our legal, accounting and business obligations. Certain order and financial records may need to be retained for statutory accounting and tax purposes. When information is no longer required, it will be securely deleted or anonymised where appropriate.
8. Sharing & International Transfers
Some of our service providers may process personal information using systems or servers located outside the United Kingdom.
Where personal information is transferred internationally, we will ensure that appropriate safeguards are in place in accordance with applicable UK data protection legislation. These safeguards may include UK adequacy regulations or approved contractual protections.
9. Your Privacy Rights
Under UK data protection legislation, you have a number of rights in relation to your personal information.
Depending on the circumstances, these include:
Right of access: You can request a copy of the personal information we hold about you.
Right to rectification: You can ask us to correct inaccurate or incomplete information.
Right to erasure: You can request that we delete your personal information where there is no lawful reason for us to continue holding it.
Right to restrict processing: You can ask us to limit how we use your information in certain circumstances.
Right to data portability: You can request certain information in a commonly used electronic format.
Right to object: You can object to certain types of data processing.
Right to withdraw consent: Where we rely on your consent, you can withdraw it at any time.
To exercise any of these rights, please contact us using the details below.
We aim to respond to all legitimate requests within one month, in accordance with applicable data protection requirements.
10. Third-Party Websites
Our website may contain links to external websites or social media platforms. Please be aware that we are not responsible for the privacy practices or content of other websites. We recommend reviewing their individual privacy policies before sharing any personal information.
11. Changes to This Privacy Policy
We may occasionally update this Privacy Policy to reflect changes to our business, website, services or legal requirements. Any updates will be published on this page, with the latest revision date displayed at the top. We recommend checking this page periodically to stay informed about how we protect your information.
Legal Notice
Name of company
Studio Lucile
Registered office
DL3 9TG
Contact details
lucy@studiolucile.com
07969867572
Business ID no.
51 73 20 86 72 45
Image Rights
All images have been added to the site by Studio Lucile.