Refund policy
Refund & Return Policy
At Lovelle, customer satisfaction is our top priority.
We stand behind the quality of our products and offer a 30-Day Satisfaction Guarantee on eligible orders.
Returns
We accept eligible return requests within 30 days of receiving your order.
To be eligible for a return, items must:
- Be unused and in their original condition
- Be returned in the original packaging
- Include proof of purchase
Please contact our support team before sending any item back.
If your return request is approved, our support team will provide the applicable return instructions and return address.
Please do not send any item back without contacting us first, as unauthorized returns may not be accepted.
Personalized & Custom-Made Items
Personalized, engraved, photo, name, and other custom-made products are made specifically for each customer.
For this reason, personalized or custom-made items cannot be returned or exchanged due to change of mind, incorrect personalization details provided by the customer, or other non-quality-related reasons.
However, if your personalized item arrives damaged, defective, incorrect, or does not match the personalization details confirmed in your order, it is covered by our 30-Day Satisfaction Guarantee.
Please contact us within 30 days of delivery so we can review the issue and provide an appropriate solution.
Non-Returnable Items
The following items cannot be returned for non-quality-related reasons:
- Personalized or custom-made products
- Gift cards
- Items marked as final sale
This does not affect your right to contact us regarding damaged, defective, or incorrect items.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, incorrect, or does not match the details confirmed in your order, please contact us within 30 days of delivery.
Please include:
- Your order number
- Clear photos or videos showing the issue
- A brief description of the problem
We will review your request and may offer a replacement, refund, or other appropriate solution.
If a return is required, our support team will provide the return instructions and applicable return address.
Refunds
Once your returned item has been received and inspected, we will notify you regarding the status of your refund.
Approved refunds will be processed back to the original payment method within 5–10 business days.
Please note that your bank or payment provider may require additional processing time.
Late or Missing Refunds
If you have not yet received your refund:
- Check your bank account again.
- Contact your credit card or payment provider.
- Contact your bank.
If you have completed these steps and still have not received your refund, please contact us.
Return Shipping
Customers are responsible for return shipping costs for eligible non-defective returns.
If the item received is damaged, defective, or incorrect, Lovelle will provide an appropriate resolution and, where applicable, cover the return shipping cost.
Contact Us
For any questions regarding returns or refunds, please contact:
Email: support@lovelleofficial.com
Phone: +86 15306023504
Business Hours:
Monday – Friday
9:00 AM – 6:00 PM (GMT+8)