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Returns & Refunds

If you are not happy with your purchase you can return it to us for a refund, credit note or exchange it for another pair, within 14 days of receiving your order. Please complete your return request in our returns portal here (you will need your order number) and see our terms & conditions below.


REFUNDS

  • If you request a refund within 14 days of receiving the item, we will refund you in full to your original payment method, once the item has been returned to us.
  • Please submit your refund request in our returns portal here.
  • We aim to refund you within 5 working days of receiving your returned item.
  • We will refund the cost of the item/s only, but not any initial or subsequent shipping costs, customs duties or import taxes.
  • All items must be returned to us unworn, in their original case and box, and with the cleaning cloth. Inspections will take place upon receiving the returned items and if they are in an unsuitable condition the refund will be void and item/s may be shipped back to you at an extra cost.
  • For refund requests outside of the 14 days, the return will not be accepted.


EXCHANGES

  • If the item is not right for you, we offer free exchanges for another item of your choice, within 14 days of you receiving your order.
  • Please submit your exchange request in our returns portal here.
  • Please let us know what item you would like to exchange yours for and why, and we will process your request and contact you via email (please ensure to check your spam/promotion folders for our reply).
  • If the item you are exchanging it for is more expensive, we will charge you the difference, and if the item is cheaper, we will refund you the difference.
  • Your exchanged item will be shipped out to you at no extra cost within 5 working days.
  • For international orders, you may be liable for additional customs duties or import taxes, which will not be refunded.
  • All items must be returned to us unworn, in their original case and box, and with the cleaning cloth. Inspections will take place upon receiving the returned items and if they are in an unsuitable condition the refund will be void and item/s may be shipped back to you at an extra cost.
  • For exchange requests outside of the 14 days, the return will not be accepted.


RETURNING YOUR ITEMS

  • Please complete your return request in our returns portal here.
  • Your request will be processed by customer service and you will be contacted by email (please ensure to check your spam/promotion folders for our reply).
  • The returns address will be provided in our email once the request has been processed and confirmed (please do not send your items back to us before receiving these instructions).
  • Please return your item/s to us within 14 days of us accepting your return request.
  • You may ship with any carrier however we strongly recommend sending back an item with a trackable ID to ensure it reaches us, as we are not liable for any lost items.
  • You will need to cover the return shipping cost and this will not be refunded.
  • For international orders (outside of the UK) we will not refund any initial or subsequent customs duties or import taxes.


FAULTY ITEMS

  • If you receive a damaged or incorrect item, please contact us immediately at hello@luvlou.com along with photos of your damaged item, and we will let you know how to proceed.
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