lucy&sam Opiniones 

Respuesta de lucy&sam

15 sept 2026

We’re very sorry for the confusion and apologise that we didn’t contact you directly at the time your order was cancelled.

Unfortunately, there was an inventory mismatch with the items you ordered, meaning we were unable to fulfil the order, so it was cancelled and refunded in full.

We were also operating with reduced staffing during the summer holiday period, and unfortunately it appears the email notifying you of the cancellation was missed. We completely understand your frustration, particularly after receiving a dispatch confirmation, and sincerely apologise for the mix-up and lack of communication.

Respuesta de lucy&sam

23 jul 2026

We're very sorry to hear that the dress was not the correct fit and that your experience has been disappointing.

We take sizing very seriously, and all of our garments are thoroughly fit-tested before production. Based on your comments, it is possible there may have been a labelling error, with the incorrect size label attached to a smaller garment. We would very much like to investigate this.

We also apologise if you were unable to locate our returns information. Our returns policy and instructions are available on our website here:
https://www.lucyandsam.com/pages/delivery-and-returns

We have searched our customer service records but have been unable to locate any emails regarding your order. Could you please let us know which email address you contacted? For all order queries, please contact us at hello@lucyandsam.com

Once we receive your email, we'll arrange the return immediately and issue you with a full refund. We hope you'll give us the opportunity to put this right.

Thank you
Sam

Respuesta de lucy&sam

23 jul 2026

We're very sorry for the inconvenience caused.

Unfortunately, there was an issue with the Royal Mail delivery of your order, and we were not made aware of the problem until we saw your review.

For any future order queries, please contact our customer service team directly at hello@lucyandsam.com, where we'll always aim to respond as quickly as possible.

We're pleased to confirm that this matter has now been resolved and a full refund has been processed for your order.

Once again, we sincerely apologise for the inconvenience and appreciate your understanding.

Many thanks
Sam

Respuesta de lucy&sam

19 may 2026

Hi,

We’re very sorry for the delay and understand why this has caused concern.

Lucy & Sam is still trading and has been operating since 2012, building a strong reputation based on many years of positive customer reviews and fulfilled orders. Unfortunately, over the last few weeks we have experienced major disruption caused by a warehouse relocation which significantly impacted both dispatch times and customer service responses.

We completely accept that the lack of communication has been frustrating and we sincerely apologise for this. Outstanding orders are now being processed and dispatched, with delayed shipments expected to leave within the next 2 days.

If you would prefer a refund instead, please email hello@lucyandsam.com and our team will prioritise resolving this for you.

For all order queries and updates, please contact hello@lucyandsam.com directly.

Lucy & Sam Team

Respuesta de lucy&sam

19 may 2026

Hi,

We’re very sorry for the delay to your order and the lack of response to your emails.

Over the last few weeks we have been dealing with significant operational disruption caused by a warehouse relocation, which unfortunately affected both dispatch times and customer service response times far more than anticipated.

Lucy & Sam has been trading since 2012 and has built a strong reputation based on many years of positive customer reviews, so we are extremely disappointed that recent customers have experienced delays of this nature.

Outstanding orders are currently being cleared and should be dispatched within the next 2 days. If you would prefer not to wait any longer, please email hello@lucyandsam.com and we can arrange a refund for you instead.

For all order queries and updates, please contact hello@lucyandsam.com directly.

Lucy & Sam Team

Respuesta de lucy&sam

19 may 2026

Hi,

We fully understand your frustration regarding the delay to your order and sincerely apologise for the lack of communication during this period.

However, Lucy & Sam is not a scam website. We have been trading since 2012 and have built a strong reputation over many years based on thousands of genuine customer orders and positive reviews.

We recently experienced major disruption following a warehouse move which significantly impacted dispatch times and customer service responses. Whilst some of our newer marketing assets and social content do incorporate AI-generated imagery as part of our creative direction, this does not affect the authenticity of our products or business operations in any way.

All delayed orders are currently being processed and dispatched, with outstanding shipments expected to leave within the next 2 days. If you would prefer a refund instead, please contact hello@lucyandsam.com and we will prioritise resolving this for you.

For all order queries, please email hello@lucyandsam.com directly.

Lucy & Sam Team

Respuesta de lucy&sam

19 may 2026

Hi,

We are very sorry that your order has still not arrived and completely understand how frustrating this must be.

Unfortunately, a recent warehouse transition caused major delays across our dispatch operation and customer service channels, and the disruption lasted significantly longer than expected. We appreciate this has had a serious impact on customers waiting for orders.

Lucy & Sam has been trading since 2012 and has built an excellent reputation over many years, which is why we are working urgently to resolve all delayed shipments as quickly as possible.

Outstanding orders are currently being cleared and should be dispatched within the next 2 days. If you would rather receive a refund instead, please email hello@lucyandsam.com and our team will arrange this as a priority.

For all order queries and updates, please contact hello@lucyandsam.com directly.

Lucy & Sam Team

Respuesta de lucy&sam

19 may 2026

Hi,

We completely appreciate your frustration and sincerely apologise for both the delay and lack of updates.

Over the past few weeks we have been dealing with a warehouse relocation that unfortunately caused far more disruption to our dispatch process and customer response times than originally anticipated. Whilst we initially expected only short delays, the knock-on impact lasted much longer than we were advised ourselves.

Lucy & Sam has been trading since 2012 and has built a strong reputation from many years of positive customer feedback, so we are extremely disappointed that recent customers have experienced this level of service.

The backlog is now being cleared and all outstanding orders are expected to be dispatched within the next 2 days. If you no longer wish to wait, please email hello@lucyandsam.com and we can arrange a refund for you instead.

For any order updates or support queries, please contact hello@lucyandsam.com directly.

Lucy & Sam Team

Respuesta de lucy&sam

19 may 2026

Hi,

We’re very sorry for the delay and completely understand your frustration, especially with baby clothing where sizing windows can be very short.

We recently underwent a major warehouse move which caused significant disruption to our fulfilment and customer service operations, and unfortunately this took far longer than anticipated to resolve. Whilst this is not the level of service we aim to provide, we can assure you that outstanding orders are now being dispatched and your order should be sent within the next 2 days.

Lucy & Sam has been trading since 2012 and has built an excellent rating based on many years of positive customer reviews, which makes this recent disruption especially disappointing for us as a business.

If the items are no longer suitable by the time they arrive, or if you would prefer a refund instead, please email hello@lucyandsam.com and our team will prioritise resolving this for you.

For all order queries, please contact hello@lucyandsam.com directly.

Lucy & Sam Team

Respuesta de lucy&sam

19 may 2026

Hi,

We’re very sorry for the experience you’ve had and completely understand your frustration.

We recently underwent a major warehouse move which caused significant disruption to our fulfilment operation and customer service response times, and unfortunately this took far longer than anticipated to resolve. This is not the level of service we aim to provide and we sincerely apologise for both the delay and the incorrect sizing issue.

Lucy & Sam has been trading since 2012 and has built an excellent rating based on many years of positive customer reviews, which is why we are especially disappointed to hear this.

Please email hello@lucyandsam.com with your order number and we will arrange either a replacement in the correct size or a full refund as quickly as possible.

For all order queries, please contact hello@lucyandsam.com directly.

Lucy & Sam Team