FAQ’S

Who is behind Scarlet Lotus?

Scarlet Lotus is a small local business run by Clare, a passionate creator and qualified sound healing practitioner, based in Suffolk. Every product is made or designed with love, care, and a commitment to sustainability and wellbeing.

Ordering & Payment

Which payment methods do you accept?

We accept all major credit/debit cards, PayPal, and Clearpay via our secure checkout.

Can I change or cancel my order?

If you need to change or cancel your order, please email us at scarletlotusuk@gmail.com as soon as possible. For clothing or merchandise, orders are processed quickly, so changes may not always be possible.

Will my order come together?

Handmade items and journals will be sent from our premises in Suffolk. Clothing and Merchandise will arrive separately from our fulfilment centre, which prints and produces the items.

Shipping & Delivery

Where do you ship to?

Currently, we ship within the UK.

What are your shipping rates?

Shipping is calculated at checkout based on your order and delivery location.

How can I track my order?

Once your order is dispatched, you’ll receive a shipping confirmation email with tracking info where available.

Handmade Items, Journals and PDF’s

Can I return PDF’s and downloads?

How do I access my digital download?

After purchase, you’ll receive an instant download link via email. If you don’t receive your link within 15 minutes, please check your spam folder or reach out to us at scarletlotusuk@gmail.com.

All digital downloads are non-refundable and non-returnable. If you have trouble accessing your file, please contact us—we’re happy to help troubleshoot!

How are handmade items and journals shipped?

All handmade items and journals are shipped directly from our Suffolk premises via Royal Mail.

How long does it take to receive my order?

We aim to dispatch within 1–5 working days. Delivery within the UK usually takes an additional 2–3 working days.

Can I return or exchange a handmade item or journal?

We do not offer returns or exchanges on these items unless they arrive damaged. If your item is damaged, please email us at scarletlotusuk@gmail.com within 14 days of receipt with your order number and clear photos of the damage.

Where do I send returns for damaged items?

If we approve your return, we’ll provide you with the correct return address in Suffolk. Please contact us first before sending anything back.

Clothing & Merchandise

Who makes the clothing and merchandise?

All designs are by Clare! Each item is printed on demand by our ethical fulfilment centre in the UK, or occasionally in Europe if stock requires.

How are clothing orders shipped?

Most are shipped directly from our UK fulfilment centre. In rare cases, items may ship from our European centre—this doesn’t usually affect your shipping cost.

How long does delivery take?

Delivery is usually 7-14 days

Are there customs/import charges on my order?

All prices include VAT. Shipping costs will be calculated and shown at checkout.

Most orders are fulfilled from our UK warehouse, but occasionally, depending on stock availability, orders may be shipped from our European fulfillment center.

** To help avoid unexpected charges, we recommend splitting larger orders into smaller ones, each under £130 **

Due to Brexit, orders shipped from Europe with a total value over £130 may be subject to import VAT or customs fees. Your delivery carrier collects these charges upon arrival and is beyond our control.

Scarlet Lotus will not be responsible for any additional customs, import taxes, or fees that may be incurred.

Can I return or exchange clothing or merchandise?

Because every item is made to order, we cannot accept returns or exchanges for change of mind or incorrect sizing. If your item arrives damaged or faulty, please email us within 14 days of receipt with your order number and a photo.

Where do I send returns for faulty clothing or merchandise?

If a return is approved for a faulty item, we’ll provide the appropriate return address (usually the fulfilment centre). Always contact us before returning anything.

Garment Care & Sizing

Please take a look at our Garment care and Sizing page.

Other Questions?

Please do not hesitate to contact us or check out our policy’s or other information pages.