Shipping policy
1. Order Processing
All orders are processed within 1–3 business days (excluding weekends and public holidays).
Personalized items (letters, symbols, engravings, etc.) are made to order and require an additional 1–2 business days before dispatch.
2. Estimated Delivery Times
Once dispatched, orders typically arrive within 5–10 business days. Total time from order to delivery is generally 7–14 business days (approximately 2–3 calendar weeks under normal conditions).
During peak periods (holidays, sales), please allow up to 5 additional business days.
Delivery timelines are estimates and may be affected by carrier delays, customs clearance, or weather conditions.
3. Shipping Costs
We currently offer free worldwide shipping on all orders.
4. Order Tracking
Once your order ships, you'll receive a confirmation email with your tracking link. Please allow up to 24 hours for tracking to update on the carrier's end.
5. Delivery Address — Accuracy & Changes
Please double-check your address before placing your order.
If you spot an error, contact us immediately — we can update it as long as your order hasn't shipped yet. Once dispatched, we're unable to make changes. If a package is returned to us due to an incorrect address, we'll offer a reship (return shipping fees may apply).
6. Lost, Stolen or "Delivered" Packages
If tracking shows "delivered" but you haven't received your order, we recommend checking with neighbors, building staff, or your local carrier first. If the issue persists, reach out to us and we'll open an investigation with the carrier. Refunds or reshipping depend on the outcome of that investigation.
7. Refused or Unclaimed Packages
Packages refused or unclaimed (expired pickup windows, failed delivery attempts, etc.) may be returned to us. Upon receipt, we can either reship your order or issue a refund in line with our return policy.
8. Split Shipments
To get your items to you as fast as possible, orders with multiple products may occasionally ship in separate parcels. You'll receive a tracking email for each shipment.
9. Peak Seasons & Public Holidays
During high-demand periods (Christmas, Valentine's Day, sales) or around public holidays, both processing and delivery times may be slightly extended.
10. Refunds
We want you to love what you ordered. If something isn't right, here's how we handle it:
- 30-day refund window — If you'd like a refund, reach out to our support team within 30 days of your order date and we'll take care of it.
- Delivery issues — If your order is significantly delayed beyond our stated timelines, we'll work with you on a partial or full refund depending on the situation.
- Product defects — If your item arrives damaged or defective, contact us with a photo within 48 hours of delivery. We'll offer a replacement or a full refund — no hassle.
Refunds are processed back to your original payment method within 5–10 business days once approved.
11. Contact
Questions about your order? We're here to help. 📧 info@luvlylove.com