At Lurve, we're committed to delivering exceptional products and ensuring your satisfaction. We offer a 30-day return guarantee, which means you have 30 days after receiving your item to request a return.
RETURN PROCESS
1. Contact Us
Please email our customer service team at info@lurve.com with the following information:
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Your order number
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The item(s) you wish to return and the reason
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If the item is defective or damaged, please attach clear photos or a video showing the issue
2. Wait for Approval
Our customer service team will review your return request. Once approved, we will send you detailed return instructions.
3. Package Your Return
Use the original packaging to securely pack your return items. Then, drop off your parcel at your local post office.
⚠️ Important: Do not return the package to the address printed on the shipping label. This is not our return address and may delay your refund.
4. Processing Time
Most returns are processed within 5 business days after we receive your package. A confirmation email will be sent once your refund is issued.
RETURN POLICY
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You have 30 days to decide if an item is right for you. If you want to return or exchange the item, please contact us within 30 days of delivery.
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Returned items must be in their unused condition with the original packaging.
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We do not accept returned items that have been worn, damaged, washed, or altered in any way.
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We will not accept any returns sent back without a proper return application.
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We do not provide Freight To Collect (FTC) service for packages returned to us. The return is at your own expense.
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Please make sure you double-check your returns before mailing them out.
RETURN REASONS & SOLUTIONS
| Return Reason | Solution |
|---|---|
| Arrived late | We promise delivery within 30 days or refund you $5 |
| Defective / Manufacturing Defects / Quality Issues | Resend a new item |
| Doesn't fit me (wrong size/color ordered) | Refundable, but customer is responsible for return shipping fee |
| Changed opinion (item no longer desired) | Refundable, but customer is responsible for return shipping fee |
| Wrong item received (wrong/missing item from package) | Refundable, we are responsible for return shipping fee |
| Parcel damaged on arrival | Resend a new item |
| Incorrect shipping information | Please check your shipping information when placing orders and let us know if you want to change it |
| Other (Please specify) | Please contact us, we will try our best to help you |
RIGHT OF WITHDRAWAL (EUROPEAN UNION)
If you are a customer in the European Union, you have the legal right of withdrawal. This means you can withdraw from your purchase within 14 calendar days of receiving your order, without giving a reason.
To exercise this right, simply register your return through our website within the 14-day period.
Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
Please note that return shipping fees are paid by the customer, including when exercising the right of withdrawal.
CANCELLING AN ORDER
You can modify or cancel your order before it is shipped. Once the order has been processed or shipped, changes are no longer possible.
Please note that our customer service team may not be available outside regular business hours. If your cancellation request is submitted after hours, we cannot guarantee it will be processed in time to stop shipment.
DAMAGES AND ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
NON-RETURNABLE ITEMS
Certain types of items cannot be returned:
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Perishable goods (such as food, flowers, or plants)
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Custom products (such as special orders or personalized items)
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Personal care goods (such as beauty products)
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Hazardous materials, flammable liquids, or gases
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Sale items
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Gift cards
If you have questions or concerns about your specific item, please get in touch with us.
EXCHANGES
The fastest way to ensure you get what you want is to:
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Return the item you have
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Once the return is accepted, make a separate purchase for the new item
Alternatively, you may request an exchange when registering your return. If the requested product is no longer available, our Customer Support team will contact you to find the best solution.
REFUNDS
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not.
If approved:
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You'll be automatically refunded on your original payment method within 10 business days
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Please remember it can take some time for your bank or credit card company to process and post the refund
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The arrival time of the refund is subject to different online bank processing efficiency
If more than 15 business days have passed since we approved your return, please contact us at info@lurve.com.
If you accept a gift card as a refund, it can't be cancelled or redeemed for money. You can use it anytime on our website.
ORDER NUMBER
Your order number is included in your order confirmation email. If you can't find the email, please contact our Customer Support team.
RETURN ADDRESS
⚠️ Please do not return your package without authorization. You must first obtain return instructions and approval.
To initiate a return, please contact our customer service at info@lurve.com.
Lurve is not responsible for any lost packages resulting from unauthorized returns.