Frequently Asked Questions (FAQ)

1. How long does delivery take?

Our delivery times usually range between 4 and 11 business days. The delivery time consists of two parts:

Processing time: 1–3 business days for processing (order confirmation, adjustments, quality control, and packaging).

Delivery time: 3–8 business days depending on the delivery location. This includes the time from the international shipping center to your doorstep.

2. Can I cancel my order?

If you wish to cancel your order, you must notify us within 24 hours. After this period, we reserve the right to refuse the cancellation if your order has already been processed. In that case, we ask that you wait for the order to arrive.

3. How can I track my order?

You can track your order at any time through our Order Tracking page (located in the top menu of the header).

4. What happens if I receive a faulty or damaged item?

If you have received a faulty or damaged item, please contact our customer service immediately and provide the following information:

  • Your order number
  • A description of the damage
  • A photo showing the damage

5. What payment methods do you accept?

We accept the following payment methods:

  • Twint
  • Shop Pay
  • Apple Pay
  • Google Pay
  • Visa
  • Mastercard
  • American Express (AMEX)
  • Discover
  • Diners Club
  • UnionPay

6. How can I return an item?

If you are not satisfied with your purchase, you may return the items within 30 days in their original condition. Please register the return with our customer service before sending the items back. Return shipping costs are the responsibility of the customer unless the item is defective.

7. What should I do if I received the wrong item?

If you received the wrong item, please contact our customer service immediately and provide the following information:

  • Your order number
  • Name of the item received
  • Name of the item expected
  • A photo of the item received

8. Is there an option to exchange an item?

Unfortunately, we currently do not offer direct exchanges. If you would like to exchange an item, we recommend returning the incorrect item and placing a new order for the desired product.

9. How can I contact customer service?

If you have any questions or issues, you can reach us at any time by email: support@lovia-fashion.com