Lucy & Lola Arvostelua 3 355

From start to finish it was so easy and customer service was brilliant

My jumper is perfect, I love it almost as much as I love the gorgeous boy on the front of it! The quality is amazing, it’s an all around perfect piece of clothing - looks and feels top quality, I can assure you I will be back!

Lucy and Lola is just awesome 🙂 I have both received a gift (jumper) with my two cats on, and purchased a gift for my mam with her cat on. The quality of the clothing is great, and I love the service provided too. I suggest Lucy and Lola to everyone

0 STARS! STAY CLEAR! Awful customer service, well can you call it customer service when they don't even reply to you?! I've been waiting 6 and a half weeks for my order (which they've messed up twice). Can't even get the simplest things right so no wonder the customer service isn't there! I also know I'm not the only one having this trouble with them having spoken to others. Won't touch them again with a barge pole!

Placed an order over a month ago with their 7 day delivery option. The proofs were produced really quickly and I signed off the second one within a day but since then I've heard nothing! I emailed the customer service email address and was told that they would refund my 7 day delivery fee but this has still not been done and have had nothing back since I replied asking for an update. I've emailed 3 times now and have even tried contacting via social media, to which all I got back was a generic 'I'll look into this for you' message in reply.

Seriously disappointed as have wanted one of these hoodies for over a year now. No idea where my order is, when my refund will be processed or what to do next. I'd avoid at all costs if you're thinking of placing an order.

Misleading Marketing strategy.

I made two orders totalling £175 for three items on the 19th of March 2026.
One item I received the digital proof within the 3 day timeframe however the other two items I did not receive digital proofs at all. So after 12 days (31/3/26) I emailed customer service and received the proofs very quickly.

However, after this I received no more communication in regards to when my item would be made and when it would be shipped. I understand there was an Easter bank holiday during this period, but this is multiple weeks over the advertised turnaround period. I had to contact them after four weeks to ask where my items were.

I was told that the items I had ordered are out of stock and they are awaiting stock from a supplier. They did not seem to think that it would be a good idea to let me know this, instead I had to reach out myself after I passed the 4 week mark. They cannot give me a time frame on how long my item will take to arrive and be made.

I have posted to social media and had LOTS of other disgruntled customers telling me their horrible and negative experiences too.

I find the advertisement of 3 day proof and two week turnaround as misleading and simply not true.

If you are considering ordering from this company, give them a much larger time frame than required, if you are ordering for a gift for example.

I think your website and social media advertisement need to be amended with a more truthful and accurate timeline as I can see from other reviews on here that this seems to be a recurring issue with your paying customers. And I really do think you need to improve your customer service skills.

I will not be ordering from you again.

I have three dogs. My daughter has one. Between us we now have a collection of Lucy & Lola hoddies sweatshirts and most recent dry robe. Never disappointed with our purchases. My daughter takes part in half marathons and the dry robe will be perfect for after her runs. Family also like Lucy & Lola a brand you can trust. Love you all

Ordered 2 items in January with a free one included. Was still waiting for the order to arrive in April as 1 item wasn't in stock. However, that item never came back into stock and they said I could have a refund. I'm still awaiting that refund now and sent several emails with no response. Awful communication, really poor service.

So happy with my t-shirt and great experience with customer service thank you

The sweater was SOOOOO nice and such Amazing and good quality on the stitching!! ❤️ the design looked just like my cat babies. 🥹 4 stars because the communication could have been a little better and shipping took a bit over a month which was okay, but I wish there had just been more updates.
Love love love and will probably buy again :)

I ordered a bag with my pet bunny on it and it's absolutely gorgeous!! The design is very accurate and made with care and great quality materials.

Lucy and Lola were great. They kept me updated throughout the process and the end product is absolutely beautiful! Worth the money and the wait!

It saddens me to write this review as I have been following Lucy & Lola for quite some time and think the idea of their products are great. This will be my 3rd experience ordering from them, and to be honest I have found the experience to get worse each time.

My first order my partner and I did together for our 4 cats and the team were great with no issues, my next order, the first 3 drafts contained 2 different breeds of dog to the picture I provided, so much so that it felt like I was being sent someone else’s drawings. This was fixed after emailing and providing a different picture to be drawn, but even then I had to draw on the different colours in the dog’s fur in the end to get the idea across (it was a gift).

This time my experience has been nothing short of exasperating and I’m fed up of getting my hopes up for an order I placed 1+ months ago, which I still haven’t received a first draft for! I ordered at crufts, and filled in the form that weekend. I hadn’t heard anything for weeks so contacted the email address on the marketing emails listed for help and found it is a noreply email, so I had to forward my email to another address to get things moving.

From there, they told me that my form hadn’t been received, which I find concerning that they don’t contact customers with outstanding forms based on order time in case of any technical issues. Nevertheless I provided my details and was told my order had been sent to the team to be expedited and that I would hear from them shortly.

We have had the bank holiday since, but I have now had to wait an additional 6 working days for something that was communicated to be prioritised and I have still not heard anything about a first draft for a bag I truly expected to have received in full 2.5 weeks ago. If more drafts are needed, who knows how long I could be waiting for?

I was planning to use this bag for an event in the first week of May and it now looks unlikely that I’ll be able to take it so I hope my concerns can be addressed as this experience has been terrible…

I have used Lucy and Lola a few times to purchase gifts for friends who have pets and ordering is very straightforward and communication has been good with all of my orders. Delivery is a bit long so its just worth bearing in mind when ordering as gifts as I did not factor that in the first time I ordered. Would recommend as quality is very nice and designs are very well made!

looks just like my sweet angel amazing quality

Product itself is lovely, but it did arrive about 2-3 weeks after mother's day and I was also sent someone else's order?

When our German Shepherd passed away suddenly from cancer, my family was heartbroken but especially my parents. She grew up with my brothers and I, so I decided to get my parents a cute memento of River. The shirts were excellent quality, the portrait done of her was stunning, and now my parents can be reminded of her in their day to day lives. Love given is never wasted 💚

Beautiful embroidery, sadly just the sizing seems off- very baggy sleeves on the hoodie, and very long in length- I won’t be able to wear it unless I get it altered in some way sadly

Absolutely amazing! So happy with how the design of my gecko turned out, i was expecting good things anyway but it turned out even better than imagined! Hoodie is great quality too and lovely thick material.

The products are super cute I love them and get a million compliments for my jumper. My friends and mum immediately looked into getting their own. I did reject the initial design and they took on my requests for changes and did an amazing job.

I got the freebie offer - a backpack - but they didn’t have the colour I wanted after ordering. I wanted to wait so they send the backpack at a later date without charging me extra shipping when I didn’t want another colour which I think is wonderful.