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These Returns & Exchanges terms should be read together with, and are subject to, the Lovisa Terms and Conditions, available here.

If you change your mind within 30 days of your in-store purchase or from delivery of your online order, you can obtain a refund to the original payment method if you have your original receipt or proof of purchase.

If you don’t have proof of purchase, we are happy to exchange your items. All items returned to Lovisa must be in their original sale condition.

Unfortunately, subject to law we do not accept returns or exchanges on pierced earrings, body jewellery or hair accessories for hygiene reasons. Subject to law, we also cannot refund or exchange gift cards.

 

IN STORE RETURNS

These Returns & Exchanges terms should be read together with, and are subject to, the Lovisa Terms and Conditions, available here.

If you change your mind within 30 days, you can obtain a refund provided you have your original receipt or proof of purchase. If you don’t have proof of purchase, we are happy to exchange your items provided we can verify they are Lovisa products.

All purchases made in-store can only be returned or exchanged for change of mind in any Lovisa store. 

Refunds that are processed in-store for online and in-store purchases must be refunded onto the original payment method and can take 2–7 business days to reflect in your account.


ONLINE RETURNS

These Returns & Exchanges terms should be read together with, and are subject to, the Lovisa Terms and Conditions, available here.
  • Please note that Lovisa does not offer free returns. For returns made due to a change of mind, the customer is responsible for the return shipping costs. 
  • Start your return below. You will receive an address to return your unwanted Lovisa items to.
  • All online returns are processed within 10 business days of receiving the parcel. An email notification will be sent once the return is complete. 
  • Please note, subject to law, refunds will not be granted for earrings, body piercing products, hair accessories, face masks and gift cards if returned for change of mind reasons. 
FAULTY OR DAMAGED ITEMS? 

If your online purchase arrived damaged or has become faulty, we’re so sorry about this! Our Customer Care Team will assist with your damaged item.

Please submit a ticket below including your order number and attach a picture of the item, if possible.

Our Customer Care Team will get back to you within 24-48 hours with an update. 


CONDITIONS OF RETURN

  • Items returned must be in their original sale condition (unworn and unused with all original packaging and labels).
  • Earrings, body piercing products, hair accessories, face masks and gift cards cannot be returned for change of mind reasons.
  • Shipping costs from online purchases and click and collect are non-refundable for change of mind reasons.
  • You may be asked to provide personal details for returns or exchanges for verification purposes.
FAULTY ITEMS

If you believe an item you have purchased is faulty please Contact Us or visit your local store.

YOUR RIGHT TO REMEDIES 

You are entitled to a remedies (such as refund or replacement) for items you purchase from Lovisa for breach of any of the ‘consumer guarantees’, including if the item is:

(a) faulty and the fault or defect was not pointed out to you before you purchased it or would not have been apparent to you when you inspected the goods before purchase; or 
(b) Not 'of merchantable quality', meaning that it is not of the quality that you reasonably expected when you purchased it, bearing in mind the way the item was described to you before your purchase and also the price of the item; or 
(c) Not fit for its purpose, meaning that the item does not do what you reasonably expected it would, and you return the item within a reasonable time after purchase and provide Lovisa with proof of purchase, such as your original Lovisa receipt or bank statement.

If you are entitled to a refund but you would prefer to exchange the item or receive a Lovisa gift card of equivalent value to the item, Lovisa is happy to exchange or give you a gift card.

For major failures with any service, you are entitled:

  • To cancel your service contract with us; and
  • To a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

Lovisa is unable to process refunds via online methods for purchases made in-store. To receive a refund for any in-store purchase you are required to return to store to receive the refund.