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Terms of Service

Last updated: 15 September 2026

1. About us

This website is run by Lola Loop Charms, Suite Ra01, 195–197 Wood Street, London, England, E17 3NU, United Kingdom. You can contact us at hello@lolaloopcharms.com. In these terms, “we”, “us” and “our” mean Lola Loop Charms.

2. These terms

These terms apply to every order you place on our website. Please read them before ordering. Nothing in these terms affects your legal rights as a consumer.

3. Our products

  • Handmade with love: every charm is handmade, so small differences in stitching, colour and size from the photos are normal and part of each charm’s personality.
  • Colours and sizes: colours can look slightly different on different screens, and sizes are approximate.
  • Safety: our charms are decorative bag accessories, not toys. They contain small parts and are not suitable for children under 3 years old. Please keep them away from young children and pets, and check clips and rings regularly for wear.
  • Care: we recommend gently spot cleaning with a damp cloth. Please don’t machine wash or tumble dry.

4. Orders and payment

  • Your order is accepted when we send you an order confirmation email. We may cancel an order, for example if an item is unavailable or there’s an error in the price or description. If we do, we’ll tell you and refund you in full.
  • Prices are shown in pounds sterling (GBP). Delivery costs are shown at checkout before you pay.
  • Payment is taken through Shopify’s secure checkout. We never see or store your full card details.
  • If we find that a price was clearly wrong, we’ll contact you before sending your order. You can then choose to go ahead at the correct price or cancel for a full refund.

5. Custom orders

For custom or personalised charms, we’ll agree the details with you (such as design, colours and any names) before we start. Please check these carefully, including spelling. Because custom items are made to your own specifications, they can’t be cancelled or returned for a change of mind once we’ve started making them. This doesn’t affect your rights if the item is faulty or not what we agreed.

6. Delivery

Please see our Shipping policy for making and delivery times, costs, and international customs information. Your charm becomes yours, and your responsibility, once it has been delivered to you.

7. Cancellations and returns

You can cancel most orders within 14 days of receiving them. Please see our Refund policy for full details, including faulty items and custom orders.

8. Our responsibility to you

  • If we don’t keep to these terms, we’re responsible for loss or damage you suffer that is a foreseeable result of that. We’re not responsible for loss or damage that isn’t foreseeable.
  • We don’t exclude or limit our responsibility where it would be against the law to do so. That includes death or personal injury caused by our negligence, fraud, and your legal rights as a consumer (for example, that goods are as described, of satisfactory quality and fit for purpose).
  • Our products are for personal use. We’re not responsible for any business losses.

9. Events outside our control

We’re not responsible for delays caused by events outside our control, such as postal strikes or severe weather. If this happens, we’ll let you know as soon as possible, and if the delay is likely to be long, you can cancel your order for a full refund.

10. Our designs and content

All content on this website, including our photos, charm designs, text and our mascot Lola, belongs to us. Please don’t copy or use it without our permission. You’re very welcome to share photos of your own charms on social media, and we’d love you to tag us!

11. Your personal information

We only use your personal information as described in our Privacy policy.

12. Changes to these terms

We may update these terms from time to time. The version on our website when you place your order is the one that applies to it.

13. Law

These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts. If you live outside the UK, you may also have rights under the laws of your own country.

14. Questions or problems?

If you have a question or anything goes wrong, please email us at hello@lolaloopcharms.com. We’ll get back to you as soon as we can, usually within 3 working days.