Refund policy
Last updated: 2026-06-24
This return and refund policy applies to orders placed on lala.lt and lalaportrait.com.
Personalized Orders
Most LALA works are created individually based on the photos, ideas, descriptions, or requests you provide. These can be personalized portraits, caricatures, paintings based on a vision, or other custom orders.
Since these works are made especially for you and according to your specific order, they cannot be returned due to a change of mind, unsuitable occasion, or changed opinion.
However, it's very important to us that you are satisfied with your order. If something went wrong, the item arrived damaged, a mistake was made, or the work does not meet the confirmed order conditions, please contact us — we will gladly seek a solution.
Depending on the situation, we may offer:
- to correct the work, if possible;
- to replace the item with a new one;
- to accept a return;
- to refund part or all of the paid amount.
Non-Personalized Items
If you purchased a non-personalized, standard item, you can request a return within 14 days of receiving the item.
The returned item must be:
- unused;
- undamaged;
- in the same condition as you received it;
- in its original packaging, if applicable.
To initiate a return, contact us via email at hello@lalaportrait.com and provide your order number.
Damaged, Defective, or Incorrect Items
If you received a damaged, defective, or incorrect item, please contact us as soon as possible via email at hello@lalaportrait.com.
In your email, please include:
- the order number;
- a brief description of the issue;
- clear photos of the item, packaging, and damage.
After assessing the situation, we will offer the most suitable solution: repair, replacement, return, or refund.
Creative Interpretation
Personalized LALA works are not exact copies of photos. They are artistic interpretations, so colors, composition, details, or the overall look may slightly differ from the photo or your imagination.
Such creative differences are not considered defects if the work was created according to the provided information and chosen style.
Order Cancellation
If you wish to cancel a personalized order, please contact us as soon as possible via email at hello@lalaportrait.com.
If the work has not yet started, we can cancel the order and refund your payment.
If the work has already begun or is completed, the order usually cannot be canceled, as it is created individually based on the information you provided.
Return Shipping
If a return is approved, we will provide you with return instructions via email.
If the item is returned due to a change of mind and is not personalized, the buyer pays for the return shipping costs.
If the item is defective, damaged, or was sent incorrectly, we will arrange the return or replacement conditions individually.
Refunds
Once a return is confirmed, the refund will be processed to the same payment method used for the order, unless otherwise agreed.
Refunds may take a few business days, depending on the bank or payment service provider.
Contact
For questions about returns, exchanges, or refunds, please write to:
Email: hello@lalaportrait.com
Websites: lala.lt, lalaportrait.com
