Exchanges and Returns
Not satisfied with your order?
If for any reason you are not satisfied with your order, please contact us. At Lovisa, we strive for our customers to be 100% satisfied with the product they purchased from our suppliers. If you have problems with shipping or the product and are frustrated, please contact us and our team will assist you immediately.
How can I return all or part of my order?
If you decide to return your products to us within the 14-day cooling-off period, we will refund the full amount of your order to you within 5 business days of receiving the product. Unfortunately, we cannot refund the cost of returning the product.
Please follow the steps below to return your product:
1. Email us at Info@Lovisa-Melbourne.com and let us know that you wish to return all or part of your order.
2. Wait for a response from our customer service department to verify that we can accept the return. This is also where you will receive the return form.
3. If we can accept your return, follow the steps below.
4. Pack the returned product carefully and securely, preferably in the original packaging.
5. Send the package to the return address you received from our customer service and send the Track & Trace code to our customer service.
6. Once your package has been received and checked, we will refund the cost of the returned products via the payment method you used for the purchase.
Unfortunately, products that meet one or more of the following conditions cannot be returned:
- Sealed products. If the seal is broken, these products cannot be returned.
- Products manufactured by the entrepreneur according to the consumer's specifications (customization); that are clearly of a personal nature; that cannot be returned due to their nature.
- Products in the “Beauty”, “Children & Baby” and “Sports” categories cannot be returned due to COVID-19 hygiene measures. However, this is possible if the product is still in its original, sealed packaging.
Immediate cancellation of orders
You can only cancel your order within 30 minutes of placing it. Please contact us at
Info@Lovisa-Melbourne.com within 30 minutes of placing the order to cancel it.
Damaged products upon receipt
This is very unfortunate! Unfortunately, your product may be damaged in transit. If you have received a damaged or wrong product, please contact us within 14 days of receiving the product. After this deadline, unfortunately, the possibility of return expires.
For the quickest solution, we kindly ask you to send an e-mail with a photo on which the damaged part of the item can be clearly seen. Photos are best taken on a flat surface with the label and defect clearly visible. We will use this information to help you with your order and prevent errors in the future.
For damaged items, we will always send a new package free of charge the first time and unfortunately cannot issue a refund. Are you affected by an error the second time? Then we will refund the full purchase price.
For questions about damaged products upon receipt, please contact us at
Info@Lovisa-Melbourne.com
Defects or damage to the product after use
How annoying!!! Unfortunately, it can happen that a production defect occurs after some time. This must involve an actual defect. This means that the part is broken and no longer meets the standard set by the manufacturer. Wear parts are excluded from production errors or defects. Wear parts include:
- Drive belts
- Batteries
- Brake pads and discs, brake drums
- Chains, bulbs, spark plugs, tires and hoses
- Moving parts in the broadest sense of the word
For questions about manufacturing defects or post-use defects, please contact us at
Info@Lovisa-Melbourne.com
Frequently asked questions about our return policy
If you are unsure, here are some frequently asked questions about our return policy:
How long is the return period?
You can return a product within 14 days of receiving your order.
How long will it take to get my money back?
Once we have received, inspected and confirmed that the products have not been opened, a full refund will be issued via the original payment method. All customers should contact us after returning the package and provide us with tracking information so we can process the refund. Please note that most financial institutions take an average of 3-5 business days to process the refund.
Why can't beauty and health products be returned?
Below is a list of hygiene products that cannot be returned or refunded (the list is not exhaustive): under
well, bikinis, makeup, hair styling products, beauty products, etc. We take hygiene and public safety seriously and refuse the return of beauty and health products to ensure the safety of our customers. In this, we are not alone. Other providers of beauty and health products also refuse returns for the same reasons. However, you can return the product if it is still in its original, sealed packaging.
In general, products cannot be returned if any of the following conditions apply:
- The buyer has repaired and/or modified the delivered products themselves, or had a third party do so;
- The delivered products have been exposed to abnormal conditions or otherwise carelessly or contrary to the instructions of the intermediary handled and/or treated on the packaging;
- The defect is entirely or partially due to legal or adoptable regulations regarding the nature or quality of the materials used;
- Hygiene products cannot be returned or refunded, at least not under the current COVID-19 measures. However, you can return the product if it is still in its original, sealed packaging.
Do I have to bear the cost of return shipping?
Yes, all customers are responsible for the cost of return shipping. We recommend sending your return with Track & Trace, as we cannot take responsibility for lost returns.
Can I return my product without contacting you?
No. You must contact us before returning your product, as the return address may differ from the address your order originally came from.
How can I contact you?
You can contact us via email at
Info@Lovisa-Melbourne.com The Lovisa team is available to assist you seven days a week.
My order is damaged, what should I do?
To find the fastest possible solution, please attach a photo that clearly shows the poor quality or damaged part of the item. Photos are best taken on a flat surface with the label and defect clearly visible. We will use this information to help you with your order and prevent errors in the future.
If you have received a damaged or incorrect product, please contact us within 14 days of receiving the product. After this period unfortunately the possibility of return expires.