Refund policy

At Lurve, we want you to feel confident in every purchase. If a product isn’t quite right, our returns process is designed to be clear, fair, and straightforward.

RETURN PERIOD

You may return eligible products within 30 calendar days of receiving your order.

To be eligible for a return:

  • Products must be unworn and unwashed

  • Products must be in resalable condition

  • All original labels and tags must be attached

Products that do not meet these conditions, or are otherwise ineligible, cannot be accepted or refunded.

RIGHT OF WITHDRAWAL

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.

Please note that return shipping fees are paid by the customer, including when exercising the right of withdrawal.

HOW TO REQUEST A RETURN

All returns must be registered through our website.

To request a return:

  1. Go to 'Request a return' at the bottom of our website

  2. Enter your order number and email address

  3. Select the product(s) you wish to return and your preferred return option

  4. Follow the instructions provided to complete your return

Once your return is registered, you will receive further instructions by email.

Please note that all returns must follow our official returns process. Lurve is unable to process returns sent to unauthorised addresses.

RETURN SHIPPING

Return shipping fees are paid by the customer.

The applicable return shipping fee will be shown when you register your return.

SALE PRODUCTS

Sale products can be returned.

When registering your return of a sale product, you may choose one of the following options:

  • Exchange for another product

  • Voucher for the product value

  • Refund of the purchase price (return shipping fees apply)

EXCHANGES

To request an exchange, select Exchange when registering your return.

We will:

  • Reserve stock where possible

  • Process your exchange within a few days after registration

All exchanges are subject to product availability.

If the requested product is no longer available, our Customer Support team will contact you to find the best solution together. Available options may include:

  • An alternative product

  • A voucher

  • A refund

You're never left without options.

DAMAGED OR DEFECTIVE PRODUCTS

If your product arrives damaged or defective, please contact our Customer Support team by email or through our contact form.

To help us review the issue efficiently, please provide clear pictures showing the issue.

Our team will review your request and contact you with an appropriate solution. Please do not register a return for damaged or defective products unless instructed to do so by our Customer Support team.

RETURNS OUTSIDE THE RETURN PERIOD

If you are unable to return your products within the return period, please contact our Customer Support team. We'll review the situation and find a solution together where possible.

REFUNDS

Once your return arrives in our warehouse, it will be processed within 10 working days.

All refunds are issued to the payment method used for the original order. Requests to change the refund account cannot be accommodated.

You will receive a confirmation once the refund has been issued. Please allow up to 3 business days for the amount to appear in your bank account.

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.

You can track the status of your return using the return tracking number.

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.

NEED MORE HELP?

If you couldn't find the answer you were looking for, our Customer Support team is happy to help. You can reach us: