Order Issues

When will my order be delivered?

Please visit our Shipping & Delivery page for our delivery timeframes.

How can I track my order?

Once your order is packed and leaves our warehouse you will receive an email with a tracking number to track your parcel. 

Why have I not recieved my order yet?

If you haven’t received your order just yet, it may mean it is still in transit to you. For more information on the status of your order, get in touch with us.

I am missing an item from my order, what should I do?

We are so sorry that you are missing an item from your order. Please get in touch with us via our contact us page so that we can best assist you. 

Why was I partially refunded?

While uncommon, from time to time we have influx of customers all hoping to order the same item at the same time, particularly sale items. We realise when attempting to fill these orders that unfortunately, we can’t fulfill them all. 

Note:

When this happens, please be assured that your money has been refunded to your original payment method and can take anywhere from 3 - 5 business days to reflect in your bank account. 

I received the wrong order, what should I do?

We are so sorry about this inconvenience. Please get in touch with us so that we can best assist you.

I received a broken or faulty item.

We're sorry to hear that you've received a faulty item. Please contact our customer care team here with your order number, a photo of the item and the name/product code of the item and we'll do our best to resolve this for you.

My gift card is not working online?

Please ensure you are entering all digits correctly, including spaces and followed by the 4-digit pin. If it still not working, please contact our customer care team here so we can look into the issue for you. 

Note: All in-store purchased gift cards can be redeemed in Lovisa stores only. 

I haven’t received my e-gift card?

We're sorry to hear you are yet to receive your e-gift card. Please check your junk and spam inboxes first. If you are still having trouble finding it, get in touch with our customer care team here with your order number and we will best assist you.

Can check if my gift card is expired? 

Sure can! Just get in touch with our customer care team here and we will let you know whether it is expired or not. 

My discount code isn’t working?

We are sorry to hear your discount code isn’t working, there may be a few reasons why this could be. Be sure you are entering the code correctly at checkout. Type it in the “gift card or discount code” box and hit “apply”. 

Other things to note if your discount code isn’t working:

·       Promotional codes cannot be used in conjunction with other offers and some exclusions may apply. We recommend checking the terms and conditions related to your discount code before ordering.

·       We also suggest clearing your cookies and/or switching to another browser

An automatic discount was not applied at checkout.

Oh no, we are sorry about this. Just get in touch with our customer care team here and they will troubleshoot this for you. 

How do I change my account email address or password?

Just head to the My Account page and follow the ‘forgot password’ steps or get in touch with us here and our customer care team can assist you. 

Why haven’t I received my order confirmation email yet?

It may be because your email address was entered incorrectly at checkout. Get in touch with us here with your full name, email address and the country you placed the order in, and our customer care team will assist you. 

Can I cancel an order?

If your order has not been dispatched, you may be able to cancel your order. Get in touch with us here as soon as possible so we can assist you.

Can I add or remove items from my order? 

Unfortunately, once you have placed an order, we cannot add or remove items from your order. 

I need to change my delivery address.

If your order has not been dispatched, you may be able to change your delivery address. Please get in touch with our customer care team here as soon as possible with your order number and the new address. 

I am having payment issues, what do I do?

We suggest clearing your cookies and/or switching to another browser and if you are still having issues, contact our customer care team here and ensure you attach a screenshot of your issue. 

I am having technical issues with the Lovisa website. 

We suggest clearing your cookies and/or switching to another browser and if you are still having issues, contact our customer care team here and ensure you attach a screenshot of your issue.