REFUND POLICY

Return Policy

We have a 14-day return policy, which means you have 14 days from receiving your item to ensure your order is returned to us. Items delivered after this period may be refused and returned to you if you do not notify us in advance.

You can submit a return request via support@louvelly.co.za. You will receive more information and the return form from customer service.

NOTE:

For 1+1 offers, both items must be returned together. We cannot offer a refund or store credit if only one of the two items is returned. Items in the 1+1 offer can be exchanged for a different size or color of the same product. If you only want to exchange one of the items, return only the item you wish to exchange and keep the other.

RETURN PERIOD
We apply a return period of 14 days where the customer can return their package without giving reasons. These 14 days start when the package has been received. Please note that the return shipment must be sent back to us within these 14 days.

RETURN CONDITIONS
All items must be returned in unused and unwashed condition, suitable for resale, with tags still attached to the item. Shipping costs are non-refundable.

RETURN COSTS
You are responsible for return costs, depending on the courier and country from which you return your package. We are very aware of the increasing climate impact. Therefore, we want to have as few returns as possible. We hope you understand that it is abused if returns are free. It is unfortunate because most people are honest! We strive to find a suitable solution together!

RETURN PROCESSING TIME
If you indicate that you want to exchange a product when registering your return, we will immediately start working on this. This way, we can ensure that your exchange is completed within a few days. We do our best to process returns as quickly as possible. Once we have received your return at our warehouse, we process it within 10 working days. In your tracking and tracking that you receive with your return shipment, you can see when the package has arrived at our warehouse. From that moment, the 10 working days begin. When the refund has been made, you will receive a notification of this. Please note that it can take up to 3 days for the refund to appear in your bank account.

RETURN FAQ What can I do if my exchange product is no longer available? Ask our customer service team about the possibilities. We will give you an update on when we expect the product to be delivered. If you have already created your return and the product is out of stock, we will contact you and work with you to find a solution.

Where can I find my order number to register my return? You can find your order number in the confirmation email you received after placing your order. This is a five-digit code. If you have not received this email correctly, our customer service will be happy to assist you further.

What should I do if a product is delivered defective or damaged? Unfortunately, sometimes a product is damaged during shipping or production. Naturally, we are happy to resolve this with you. Send a message to support@louvelly.co.za with a picture of the complaint. Our customer service will work with you as soon as possible to find a solution.

What should I do if I want to return my order outside the return period? Remember to deliver your return within 14 days before the return period expires. In the unlikely event that this does not succeed, we offer you the opportunity to exchange the product for a replacement or a voucher. Ask our customer service team about the possibilities.