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

• Working days are Monday to Friday, excluding UK bank holidays.
• Delivery normally takes a further 2 to 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 (UK)

• Prices in the shop include standard tracked delivery within the United Kingdom. There is nothing to add at checkout unless you choose a faster service.
• Prints are posted with a tracked service. Originals and panels are sent tracked, with a signature on delivery.
• We currently deliver within the United Kingdom only. For delivery abroad, email [email protected].

How we pack

• Prints: 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. Within 30 days of delivery you can reject a damaged or faulty piece for a full refund, or ask us to repair or replace it where possible. This does not affect your other legal rights.

Changing your mind (14-day cancellation)

• You can cancel any online order within 14 days of receiving it, without giving a reason. Email [email protected] 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 you paid, including standard delivery, within 14 days of the day we receive the piece back or the day you send us proof that you have posted it, whichever is earlier. We refund to the card you paid with.
• 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: commissioned paintings, panels and illustrations, personalised prints and sizes made specially for you, because they are made to your specification. Faulty or damaged items are always covered.
• Murals are a service with their own 14-day cancellation right: see Terms, section 7, and the form below.

Model cancellation form (goods)

To Elise Humphries, Loutre et Lys, [email protected]:
I hereby give notice that I cancel my contract of sale of the following goods: [item],
ordered on [date] / received on [date].
Name: [ ]
Address: [ ]
Signature (only if this form is sent on paper): [ ]
Date: [ ]

Model cancellation form (murals)

To Elise Humphries, Loutre et Lys, [email protected]:
I hereby give notice that I cancel my contract for the supply of the following service: [mural, town],
agreed on [date].
Name: [ ]
Address: [ ]
Signature (only if this form is sent on paper): [ ]
Date: [ ]

See also our Terms of Sale & Use. Last updated 28 October 2026.