For local returns: You may raise a request or view the status of your return request under "My account -> My Order History".
For local exchanges: Kindly email to sales@lovet.sg for this request. We will get back within 1-2 business days with the next course of actions.
For international returns/exchanges, kindly note that the customer will have to bear the delivery fees to return the items back to Lovet. We will issue store credits of the returned item value to your Lovet account.
EXCHANGE & RETURNS CRITERIA
- The item(s) must be in its original conditions received, packed in its original Lovet polymailer, original transparent packaging (unworn, unscented, unwashed, unaltered, with tags intact). If you do not have the original polymailer, you may use any other polymailer/carrier as long as the item(s) is securely sealed and with your name and order number indicated clearly at the front of the polymailer/carrier.
- All returns will strictly be refunded via store credits. Store credits are only utilizable for online purchases and strictly not allowed to be used in our retail stores.
- Please retain your invoice for exchange / returns purposes. We will not be able to process any exchange / returns without verification of the physical invoices.
- All exchange/returns requests (including defects) can only be requested by the original purchasing account.
- Any exchanges/returns requests made from third parties will not be allowed.
- For returns, store credits will strictly be credited only to the original purchasing account.
- Purchases made with store credits can only be returned up to twice, and further returns with the same set of store credits will no longer be accepted.
- Exchanges/returns are only applicable for orders made directly from our webstore.
- Exchanges/returns are allowed for purchases made using our weekly discount codes or birthday discounts.
- Exchange for a different design is strictly not allowed, in such a case, store credits will be issued where you may make a new order of your preferred item(s).
- Exchanges for shoes and merchandises (bags and accessories) will only be allowed for the same design in a different size/ colour. Do note that for Pillow Quilted Tote, size exchanges are not allowed due to price differences. In the event you wish to opt for a size exchange for our Pillow Quilted Tote, kindly return your item for store credits and place a new order.
- Should you require a return, the request has to be submitted via our website under "My Account > Orders" within 16 days from the time the parcel has been dispatched (local orders) or within 20 days from the time the parcel has been dispatched (international orders).
- Should you require an exchange, the exchange has to be requested within 14 days from the day you receive your item. Kindly email to sales@lovet.sg and state your order number during the request.
- We strongly urge customers to fulfil the exchange/returns request within the stipulated time frame to ensure validity. No extensions will be allowed due to system limitations.
- Returns are only accepted after we have approved the request. Please refer to the following for the return methods available.
- Any exchange requested after the timeframe will not be accepted. Exchanges are only confirmed after we have attended to your email. Please refer to the following for the exchange methods available.
- Processing time for exchanges/returns takes up to 7 business working days (excluding weekends and PH/Eves of PH) from the day the item has been received.
- In the event the requested exchange item is out of stock, store credits (valid for 6 months) will be issued.
- Lovet reserves the rights to reject any exchange / returns should the above conditions not be fulfilled. You will be responsible to arrange for your own delivery service to retrieve the items back.
EXCHANGE METHODS
One-to-One Exchange via SF Express
- We can arrange an exchange at a fixed rate of $7 (w.e.f 1 July 2023).
- The courier will pick up the original item and the exchange item will be delivered to you in a separate parcel (dispatched from our HQ once we receive your return).
- The exchange will take place at the initial shipping address(unless otherwise requested), at a timeslot between 10am to 6pm on weekdays and 9am to 12pm on Saturdays that will be advised by our driver on the same day itself.
- Kindly state your name, order number as well as “Lovet Exchange” on the parcel for easier processing & verification.
- The exchange parcel has to be securely sealed and with your name and order number indicated, otherwise our courier has the right to reject it.
Walk-in Exchange
- We could arrange for a walk-in exchange at our office as per your appointment slot.
- The address and opening hours will be given after the appointment has been confirmed.
- Kindly note that walk-in exchanges would only be allowed if an appointment with us was scheduled, and it should be done within 7 working days from the day that the exchange was requested.
RETURN METHODS
Tracked Mail Postage
- The return address will be given to you after your returns request has been approved.
- The registered postage fees to mail the item back will be borne by the customer.
- Do state your name, order number and "Lovet Returns" on the parcel for tracking and verification purposes.
- Kindly update the tracking number under "My Account -> My Order History" after the parcel has been mailed back.
- Kindly note that the processing time for returns takes up to 7 business working days (excluding weekends and PH/Eves of PH) from the day the item has been received.
Pick-up via SF Express
- We can arrange a pick-up by SF Express at a fixed rate of $3.80.
- The courier will pick up the item from you at your doorstep.
- You will be redirected to make the courier payment of $3.80 via a PayNow (HitPay) QR code after the return request is approved.
- The pickup will take place at the initial shipping address 1-2 working days after your courier payment has been received, between Monday to Friday (from 10am to 6pm) and Saturdays (from 9am to 12pm), excluding Public Holidays.
- Kindly state your name, order number as well as “Lovet Returns” on the parcel for easier processing & verification.
- The return parcel has to be securely sealed and with your name and order number indicated, otherwise our courier has the right to reject it.
- Kindly note that we would require up to 7 working days to process returns from the date the item has been returned to us.
Walk-in Returns
- You may choose to drop the return item(s) off at our office after the return request has been approved.
- Operational Hours: Tuesdays to Fridays 9.30am - 5.30pm (excluding lunch hours 12-2pm), excluding public holidays and eve of public holidays
- We will be checking the eligibility of the return item(s) on the spot, and would issue you store credits accordingly.
- Do state your name, order no. and "Lovet Returns" on the parcel so that we can verify.
24-Hour Drop-Off
- You may choose to drop the return item(s) off at the Returns Box which is available 24 hours at our office, located at: 55 Serangoon North Ave 4, #09-10 S9 Building, Singapore 555859, at your convenience, within 7 working days of receiving our confirmation email.
- Returns will only be processed if a prior request was approved by our team.
- Do state your name, order no. and “Lovet Returns” on the parcel so that we can verify.
- Kindly note that we would require up to 7 working days to process returns from the date the item has been returned to us.
Cash refunds are strictly not allowed. Kindly note that shipping charges are non-refundable.
Lovet will not be responsible for any lost mail sent back without any means of tracking.
Sale items and Promotional Period
- Sale/discounted items and items purchased during promotional period (using festive season discount codes/flash sale discount codes) are strictly not valid for exchanges or returns.
- Any promotional codes in which the terms have been stated that exchanges and returns are not allowed, are strictly not valid for exchanges or returns.
Purchases Made With Reward Points
- Return/exchanges are allowed for purchases made using the reward points.
- Kindly refer to the Reward Points page for more information.
Incorrect/Defective Items Received
- We sincerely apologise if you have received an incorrect or defective item.
- In the case of a defect or incorrect item received, kindly email to sales@lovet.sg and state your order number and attach a snapshot of the invoice and a close-up shot of the defect clearly.
- Any defective exchange/return requested after the timeframe of 14 days of receiving your order will not be accepted.
- Our customer service will attend to you within 3 business days.
- To be eligible for exchanges/return, the item must be in its original conditions received, packed in its original Lovet polymailer, original transparent packaging (unworn, unscented, unwashed, unaltered, with tags intact).
- If there are still instocks for the defect item, Lovet will arrange for a one-to-one exchange.
- In the event the defect item is out of stock, a refund via store credits will be issued.
- Kindly refer to the defects table to see what constitutes as a defect.
*In general, 'defects' that do not affect the general outlook of the apparels when worn will not be considered as defects, and hence not eligible for exchanges.
All returns and exchanges will only be performed via courier or self-collection with an appointment made prior via email and approved by us.
Measurements
- Product measurements are provided based on the best accuracy.
- Measurements stated on the website may vary up to 0.5" due to mass production.
- In the case that the measurement deviation is more than +/-0.5", the item may be exchanged according to your preferred size. Store credits will be issued if the item is out of stock.
- Refunds are strictly not allowed.
Other reasons for returns and exchanges will be considered on a case by case basis.
Our ION Flagship Store
- No refunds are allowed
- Exchanges for store purchases can only be strictly done at our ION Flagship Store. Online exchanges are not allowed.
- Kindly proceed back to our store if any after-sales assistance is required.
- Exchanges are allowed within 7 days from the date of purchase (for a different size, color or design) with an e-receipt or physical receipt. We regret that we are unable to assist with any requests due to the absence of an e-receipt or physical receipt. Stocks are subject to availability during your visit.
- Exchanges to a different product with a higher price value will require a top up. There will not be a refund of any price difference if you opt to exchange for a product of a lower value.
- Each item is valid for a one-time exchange.
- Criteria for exchanges: Item(s) must strictly be in its original conditions received with its plastic packaging and with tags intact (unworn, unscented, unwashed, unaltered).
- Due to hygiene purposes, our Second Skin Reusable Nipple Covers are strictly not valid for any exchanges or refunds.
- Kindly note that exchanges can only be allowed for items within the same category (eg. merchandises for merchandises, apparels for apparels, footwear for footwear).
Please note that we are unable to process returns/exchanges for online purchases in our retail store, and vice versa.
We thank you for your kind understanding and hope you will have a pleasant shopping experience with us!