RETURNS & REFUNDS
What is Your Returns Policy?
We want to make sure returns are as easy as possible to do, but if you need more information on our Returns Policy process then scroll down.
Returning an unwanted item?
Want to exchange an item?
Returning a faulty or incorrect item?
Returns have gone online!
Returning an Unwanted Item?
We understand that sometimes something just doesn't work for you and you want your money back. As long as an item is still in its original condition, we accept returns, subject to the rules located below. Which includes rules around fair use. None of these rules affect your statutory rights.
If you return an item within 7 days of the item being delivered to you or available for collection, we'll give you a full refund by way of the original payment method. YOU MUST PAY FOR SHIPPING COST BACK. If you return an item after the 7 day period we will give you website credit, otherwise referred to as a L.O.V.E. gift voucher for the amount equivalent to the price you paid for the item. We aim to refund you within a 14 day time frame of receiving the returned item.
We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.
Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds including:
Face + Body products if opened, used ,or protective seal is not intact
Underwear if the hygiene seal is not intact or any labels have been broken
Swimwear if the hygiene seal is not intact or any labels have been broken
Pierced jewelry if the seal has been tampered with or is broken.
None of this affects your statutory rights.
Of course, it's fine to try an item on like you would in a shop, but please don't actually wear it. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return. All returned items should be sent in their original condition and packaging where possible, including tags (e.g., shoes should be returned with the original shoe box).
Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!
As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return. We're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate the items (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.
If we notice an unusual pattern of returns activity that doesn't sit right: e.g. we suspect someone is actually wearing their purchases and then returning them, ordering and returning loads - way, waaay more than even the most loyal L.O.V.E. customer would order, or the items returned don't match what you ordered - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Care and we'll be happy to discuss it with you.
If your account has been deactivated and you need to make a valid return, contact Customer Care. They'll give you a returns label although you'll be responsible for the cost of returning the goods to us.
Please note, we reserve the right to take legal action against you if the items you return don't match what you ordered.
Please note, products marked as Final Sale are not eligible for return or refund.
Want to exchange an item?
We don't offer exchanges on orders- if you would like a different size or color, please return your unwanted item and place a new order.
Returning a Faulty or Incorrect Item?
If you've received an item which isn't quite right click, please make us aware of the situation ASAP.
Did You Order From L.O.V.E. Marketplace?
If so, please contact the seller directly for return address and instructions.
New Online Returns Policy?
Haven't you heard? L.O.V.E. is going paperless! You'll no longer receive a paper returns slip with your order- instead, you can create your return through your L.O.V.E. account. At the moment you'll need to print a returns label if you want to return, but we're working on ways around this so watch this space!
Enjoy our streetwear!