Shipping & Delivery
-Where can I contact you?
You can reach out to us at email@example.com
-Where can I track my item(s)
Once you place an order with us and that order is shipped, you will receive an email with a tracking number. Please note that you may receive more than one tracking number depending on how many items you purchased on our website. You can track your order here.
-Why have I not received my item(s)?
Shipping may take anywhere between 14-35 working days or even longer, depending on your location and the opening hours of your local post office.
**The Item Guarantee Period lasts 60 business days and the buyer is eligible for a reshipment of order made should they have yet to receive anything by then.
-Why is my package missing some items?
Since we work with multiple warehouses, some items may be shipped in different packages, and therefore all of your items may not arrive all at the same time.
-Who delivers my item(s)?
Your items are delivered by our fulfillment center and will usually reach you via your local postal service in your location.
-What time are deliveries usually made?
Items are delivered depending on the local postal system and are usually during business hours. (Monday to Friday, 9am-5pm)
-What happens if no one is at home?
Not to worry, most of our items will be left in your postbox if they are small enough and if the postman does not have access to your postbox, it will usually be left at your local post office for you to pick up!
-Where do you ship from?
We currently ship from our warehouses from Asia, Canada, United States and Europe, hence why sometimes our items take a little longer to reach you!
-I messed up my delivery address, what do I do?
Not to worry, as long as you reach out to us immediately regarding the error in your address, we would be more than happy to change it for you. Just email us your full, correct address along with your order number and we will update your details for you.
-What about my billing address?
Billing addresses are currently non editable to prevent and minimise fraud from happening. Please note that all details entered and submitted to us are final.
-Change of address after receiving confirmation of shipping
Under our terms & conditions, once an order has been sent out from our warehouse, any changes to the order cannot be made and is the sole responsibility of the buyer.
Returns, Exchanges & Refunds
-I don’t like my item, can I return it?
Returns are accepted as long as they do not exceed 14 days of the buyer receiving the item. However, all items returned should be unopened and the return postage be paid by the returner. Proof of postage should then be emailed to us as proof of delivery.
**Promotional/sale items are not eligible for returns
-Will you refund me the shipping costs?
Depending on the item and reason, refunds are available to those who qualify.
-Can I return the item and change it with something else?
Provided that the returned item is unopened, exchanges are possible. Please send us a message at firstname.lastname@example.org with your order number so we can look into that for you.
-I have changed my mind about my item, what do I do?
Unfortunately, as soon as an order is placed on our website, our warehouse team packages and ships the items. This is to avoid delays in the shipping process.
Import Taxes & Duties
-What happens if I am charged with import duties?
Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is about 20% of the euro amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.
The store cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.
-Can I still change my item after receiving the email confirmation?
Unfortunately, no. All items that have left our warehouse are final and not changeable.
Refunds & Cancellations
-What is your refund policy?
All items bought may be returned and/or refunded by the buyer, subjected to the discretion and approval of the management, given the following conditions:
Exclusions apply to promotional (free) items .
Request(s) for returns are accepted within 14 working days from delivery.
All items must be returned in their delivered state, along with all of its parts and tags.
Damaged/defective/wrong items may be exchanged, depending on the sole discretion of the management.
Cancellation of items/orders may be made prior to the completion of orders and the management reserves the right to refuse any cancellation made after shipment of the item(s) and/or after 2 hours of the initial purchase.
The return fee will solely be rendered by the buyer
The management reserves the right to refuse any returns/refunds and each case is subjected to the sole discretion of the firm
The company will not be liable for any errors in shipping addresses provided by the customer and will be subject to the item returning back to us before receiving a refund.
Any change of addresses are subjected to the management's approval and orders that are shipped/completed are strictly non-editable.
Any reshipment of items done must correspond to the address found in the initial order and cannot be changed nor substituted with another address, design or brand of the item. The management reserves the right to refuse reshipments based on incorrect addresses and are not liable for the inaccuracy of address as provided by the buyer.
-How long do refunds take?
Refunds may take up to 14 working days, depending on the system you used to pay with.
I still have yet to receive my refund?
Please notify us immediately via direct message should you have not receive it after 14 working days and we would help sort something out for you.
-What do I do if I have received a damaged item?
If you have received a damaged item, please let us know immediately and you would be given a choice for us to reship you a replacement item.
-Can I return a damaged item?
Unfortunately, we do not accept any returns for damaged items at this time. However, a reshipment option is available should you wish to avail this option.
**We are not responsible for any damages caused by wear and tear, submergence into water nor if the item does not fit due to sizing reasons
-Do you subscribe me to any boxes?
No, all of our items are purchased one off and you will not be charged for anything else other than the item you have ordered.
Emails & Notification
-Confirmation Email Not Received
If you have not received any emails from us confirming your purchase, do let us know immediately via direct message on Instagram with your full name/shipping address name and we would help sort this out as soon as we can.
Sometimes our emails may end up in your spam/junk or other folders and we would like to ask you to check them before contacting us.
-Unable to view email properly
If you are unable to view the email from us properly, do get in touch and we will resend you the email.
Partnerships & Sponsoring
We currently do not carry out any sponsorships or partnership programs at this stage. However if you do have any good ideas, do give us a shoutout and drop us an Instagram message!
PERSONAL INFORMATION WE COLLECT
When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”.
We collect Device Information using the following technologies:
- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
- “Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the Site.
Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers [[INSERT ANY OTHER PAYMENT TYPES ACCEPTED]]), email address, and phone number. We refer to this information as “Order Information”.
HOW DO WE USE YOUR PERSONAL INFORMATION?
We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:
- Communicate with you;
- Screen our orders for potential risk or fraud; and
- When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.
We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).
SHARING YOUR PERSONAL INFORMATION
We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy. We also use Google Analytics to help us understand how our customers use the Site -- you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.
Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.
As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.
You can opt out of targeted advertising by using the links below:
- Facebook: https://www.facebook.com/settings/?tab=ads
- Google: https://www.google.com/settings/ads/anonymous
- Bing: https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads
Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.
DO NOT TRACK
Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.
If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.
Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.
When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.
For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e‑mail at Sales@lovlingerie.com or by mail using the details provided below:
[Re: Privacy Compliance Officer]
LÖV Lingerie, 194 Civic Circle , PO Box 292181, Lewisville TX 75029, United States
Governing Law and Disputes
This Agreement will be governed by and construed in accordance with the substantive laws of the United States and the State of Texas, without regard to or application of provisions relating to choice of law. Any litigation arising under this agreement will be brought in the federal or state courts in the Dallas District of Texas, USA.