Frequently asked questions - FAQ – Louvelly

FREQUENTLY ASKED QUESTIONS - FAQ

What is the delivery time for my order? The delivery times vary from 7 to 15 business days.

What should I do if I have not received my order yet? If the delivery time of 7 to 15 business days has passed and you still haven't received anything, please send an email to support@louvelly.co.za. We will then investigate what is going on with your package.

I want to exchange/return my order, how do I do this? To send a return, simply contact our customer service via support@louvelly.co.za Include your name, order number (e.g. #0000) from the confirmation email, and the reason for the return. We will then provide you with the return address and confirm the return. Once this has been done, you can send the product back to us via a courier of your choice.

What are the return costs? Unfortunately, returns are at your own expense. The costs will depend on the courier. Please check the website of the courier you wish to use for more information about the prices.

What are the conditions for returning my product(s)? There is always a return period of 14 days. The return period starts on the day you received the item. However, there are conditions for returning:

You can only return the item if:

The return period has not yet expired
The product is in its original packaging and all labels are still attached
The product has not been used

Which payment methods can I use? We accept payments via various methods, such as: iDeal, Bancontact, Credit card, Apple Pay, Google Pay & Amex. If you are unsure whether your payment method is accepted, follow the steps on the payment page to view all available options.

All transactions are conducted through secure and reliable payment systems and are therefore safe.

What if I haven't received a confirmation email for my order? This is not intended. Please send an email with your full name and email address to support@louvelly.co.za. We will help you quickly.

Can I cancel my order? Do you want to cancel your order for any reason? Send an email as soon as possible to support@louvelly.co.za. Include your name, order number (e.g. #0000) from the confirmation email, and the reason why you want to cancel the order.