Delivery & Returns
Every order is packed by hand in our small studio in Dorset by the artist. Loutre et Lys is a one-person studio, so we post on set days each week rather than every day. This keeps each parcel careful and unhurried.
Dispatch times
| What you order | Usually dispatched within |
|---|---|
| Prints and posters | 7 working days |
| Original paintings and panels | 10 working days |
| Commissions and murals | As agreed with you in writing |
- Working days are Monday to Friday, excluding UK bank holidays.
- Delivery normally takes a further 2–3 working days.
- Before you pay, we show any studio closure, for example over holidays, and the date your order will be posted.
- If we cannot dispatch within the time shown, we will email you with a new date. If the new date doesn't suit, you can cancel for a full refund.
- Unless we agree otherwise, we will always deliver within 30 days.
Delivery charges (UK)
| Item | Service | Charge |
|---|---|---|
| A3 and smaller prints (rolled in a tube) | Royal Mail Tracked 48 | £5.50 |
| A2 prints (rolled in a tube) | Royal Mail Tracked 48 | £7.95 |
| Original panels and paintings | Tracked, signature on delivery | Shown at checkout |
- The exact charge is shown at checkout before you pay.
- We currently deliver within the United Kingdom only. For delivery abroad, email hello@loutre.uk.
How we pack
- Prints and posters: interleaved with acid-free glassine, rolled loosely image-side out, and posted in a rigid tube with end caps. After unrolling, lay the print flat under a clean weight for a day or two.
- Originals and panels: wrapped in glassine, protected with corners and padding, and boxed.
- Packaging is cardboard and paper wherever we can manage it, and can be recycled.
If your parcel arrives damaged
Please keep the packaging and email us photographs of the piece and the parcel, ideally within 48 hours. We will replace or refund it. This does not affect your legal rights.
Changing your mind (14-day cancellation)
- You can cancel any online order within 14 days of receiving it. Email hello@loutre.uk with your order details, or use the form below.
- Then return the piece within 14 days of telling us, in its original condition and protective packaging, to the returns address we send you.
- Return postage is paid by you. Please use a tracked service; the piece is your responsibility until it reaches us.
- We refund the price and the standard delivery charge you paid within 14 days of receiving the piece back.
- If the piece has been handled more than needed to look at it, for example framed, trimmed or damaged, we may reduce the refund to reflect that.
- Not returnable: commissions, murals, personalised items and custom sizes, because they are made specifically for you. Faulty or damaged items are always covered.
Model cancellation form
To Loutre et Lys, hello@loutre.uk: I hereby give notice that I cancel my contract of sale of the following goods: [item], ordered on [date] / received on [date]. Name: [ ]. Address: [ ]. Date: [ ].
See also our Terms of Sale & Use. Last updated 12 October 2026.