Returns policy

 

Returns

We hope that you love your treasures from Lovaan. If you do need to return an item, please see the below returns policy and information on how to create your return

 

International Orders

For information on international orders, please see our help menu "International Orders"
 

Returns process

Please contact us at customercare@lovaanstudios.com to request your refund quoting your order number, the item you wish to return and a brief description of why the item was unsuitable. 

 

Full price items

Items that you have purchased at full price or on pre-order are eligible for a full refund within 14 days of delivery.

 

Sale items

Items that have been purchased during a sale event or with a discount are eligible for a refund within 7 days of receiving the item. This excludes items that were purchased with a  'Welcome' code. Please reach out to the team at customercare@lovaanstudios.com to initiate the refund process and see our returns page for more information.For specific details about a promotional or sale event, including terms and conditions please view the 'Promotions' tab in the menu bar.

 

Final sale

Any products marked as 'Final sale' or 'Last chance' have a strict no returns, exchanges or refunds policy unless the item is deemed as faulty.

 

Fine print

To be eligible for a refund or exchange, your product return must meet the requirements below. Any returns that do not meet these conditions might not be accepted and may be sent back at the customer's expense.
  • Items must be in original condition (including tags) and must not have been worn, altered or washed.
  • Items must not have been used in photo shoots, social media posts, online, commercially or for personal gain.
  • All packaging (including garment bags) shipped with your order must be returned.

E-boutique credits cannot be returned and will be honoured for 3 years from the date of issue. 
Please note: We do not refund initial shipping charges for items returned unless they were faulty items.

 

Return freight

We will not cover the cost of returns unless the item is faulty or we shipped the incorrect item. We are not liable for the loss of garments in return transit. We recommend using a traceable delivery method and taking note of your tracking number.

 

Faulty & incorrect items

If you have received an item with a defect, please contact us immediately at customercare@lovaan.com. Include a brief description of the issue, with a photo or two showing the defect/fault.
Goods are classified as faulty if they are received damaged, or if a manufacturing fault occurs within six months of purchase. Please note that items that are damaged as a result of wear and tear are not considered faulty.