Return & Refund Policy
Thank you for shopping at Loverlo. We want you to feel confident when placing an order with us. This Return & Refund Policy explains how returns, refunds, and exchanges are handled, including conditions, timelines, and procedures.
Policy Overview
-
Return period: 30 days from the date of delivery
-
Refund processing time: Up to 10 business days after inspection
-
Return shipping costs: Covered by the customer, unless the item is faulty or incorrect
Order Cancellations
Orders may be cancelled within two hours of purchase by contacting our customer service team.
If your order has already been dispatched, cancellation is no longer possible and the return process must be followed once the item has been delivered.
Return Conditions
Returns are accepted under the following conditions:
-
Timeframe: Items must be returned within 30 days of delivery
-
Condition: Items must be unused, unworn, and in original condition, including all tags and original packaging
-
Proof of purchase: An order confirmation or receipt is required
Non-returnable items
Certain items cannot be returned, including:
-
Customised or personalised products
-
Hygiene-sensitive items (such as underwear), unless unopened and unused
How to Start a Return
To initiate a return, please follow these steps:
-
Contact customer service
Email us at info@loverlo.com with your order number, reason for return, and photos if applicable. -
Return authorisation
Our team will review your request and provide confirmation along with return instructions. -
Packaging
Carefully package the item, including all tags and original packaging. -
Shipping
Send the parcel using a tracked shipping service. Return shipping costs are the customer’s responsibility unless the item is faulty or incorrect.
Refund Policy
-
Approval: You will be notified once your return has been approved or declined
-
Processing: Approved refunds are issued to the original payment method within 10 business days
Please note that banks or payment providers may require additional time to process the refund.
Once processed, you will receive a confirmation email.
Exchanges
We offer exchanges for faulty or incorrect items. If you receive the wrong product or a defective item, please contact us within 30 days of delivery. In these cases, we will cover the return shipping costs and arrange a replacement.
If an incorrect size was ordered, please return the item following the standard return process and place a new order for the desired size.
No Restocking Fees
We don't impose any restocking fees on returned products. Your satisfaction matters most, and we aim to make the return process as straightforward as possible.
Special Situations
Faulty or damaged items
If your item arrives damaged or defective, please contact us within 48 hours of delivery. We will arrange a return at no cost to you and offer either a replacement or a full refund.
Incorrect items
If you receive an item different from what you ordered, contact us and we will resolve the issue promptly.
Lost parcels
If your order has not arrived within the estimated delivery timeframe, please contact us so we can investigate with the shipping carrier.
Processing Timelines
-
Return initiation: Within 30 days of delivery
-
Inspection: Within 7 business days after receipt
-
Refund issued: Within 10 business days after inspection
Customer Service Hours:
Monday – Saturday: 9:00 AM – 6:00 PM (GMT+10:00)
Website Name: Loverlo
Company Name: Evision Limited
Address: Unit 2A, 17/F, Glenealy Tower, No. 1 Glenealy, Central, Hong Kong Island, 999077, Hong Kong
Phone: +61 386580529
Email: info@loverlo.com
Frequently Asked Questions: Click here
Contact form: Click Here