SHIPPING, RETURNS & REFUND POLICY
COMMUNICATION POLICY
LOVU operates primarily via email for all order-related communication. This allows us to maintain an accurate written record of each order, request and instruction.
All alterations, complaints, refund or return requests, delivery changes, event dates, address changes and customisation requests must be confirmed via email.
Requests or instructions sent via social media, WhatsApp, SMS, telephone calls, voice notes or through third parties may not be recognised unless subsequently confirmed via email. LOVU cannot accept responsibility for instructions that have not been received and confirmed through the correct communication channel.
Respectful Communication
We kindly ask that all correspondence with our team remains respectful and courteous.
We understand that weddings, special occasions and time-sensitive orders can sometimes be stressful, and we will always do our best to assist, resolve concerns and find a reasonable solution where possible.
We simply ask our customers to remember that there is another person on the other side of the email who is genuinely trying to assist. In a world where online communication can sometimes feel impersonal, kindness and mutual respect go a long way.
Abusive, threatening, discriminatory or excessively aggressive communication towards our staff will not be tolerated. LOVU reserves the right to limit communication to email and/or discontinue service where staff members are subjected to abusive behaviour, without limiting any rights or obligations that may apply under South African law.
SHIPPING & PRODUCTION LEAD TIMES
All LOVU garments are made locally in Cape Town, South Africa.
Our standard shipping fee within South Africa is R145.
Our standard production lead time is approximately 8–10 working days from confirmation of payment.
During peak periods, seasonal demand, public holidays, supplier delays or periods of unusually high order volume, production may require an additional 2–5 working days.
Production lead times refer to the time required to manufacture and prepare an order for dispatch and do not include courier transit time.
If you require your garment by a specific date, please contact us before placing your order or clearly provide the event date when ordering. We are always willing to assist with time-sensitive orders where reasonably possible and will advise whether the requested timeframe can be accommodated.
Customers are responsible for placing orders with sufficient time for production, courier delivery and any alterations that may be required before weddings, holidays, events, photoshoots or other special occasions.
Once an order has been collected and scanned by the courier, the delivery process falls under the courier’s control. LOVU cannot guarantee an exact courier delivery date or accept responsibility for delays occurring within the courier network.
LOCAL PRODUCTION & SUPPLY CHAIN
LOVU garments are locally manufactured with care and attention to detail. We rely on local suppliers for fabrics, trims and other materials required for production.
Occasionally, supplier delays, material shortages, public holidays, load shedding, courier disruptions or other supply-chain factors may affect production.
While we always endeavour to meet our estimated production times, circumstances outside of our reasonable control may occasionally result in delays.
MADE-TO-ORDER & CUSTOMISED GARMENTS
LOVU garments are produced upon receipt of an order rather than being mass-produced and held as large quantities of finished stock.
Garments are manufactured according to the size, colour, style and options selected by the customer at checkout.
Where a customer requests alterations to the standard design or supplies individual measurements, the garment is considered a customised or personalised garment.
Customisations may include, but are not limited to:
- Adding or changing sleeves
- Removing or altering slits
- Custom garment lengths
- Garments made according to measurements supplied by the customer
- Design modifications
- Other non-standard requests made specifically for the customer
Customers are responsible for checking that the correct size, colour, sleeve option, customisation and other specifications have been selected before completing an order.
An option that was available but not selected at checkout does not constitute a manufacturing error if the garment was produced according to the order received.
CUSTOMER RESPONSIBILITY FOR EVENT DATES
Customers are responsible for allowing sufficient time for production, courier delivery and possible alterations before a wedding, holiday, photoshoot, birthday, matric event or other special occasion.
Customers are strongly encouraged to notify LOVU of their event date when placing their order.
Where an event date was not disclosed at the time of ordering, LOVU cannot guarantee expedited production, delivery, alterations or remakes in order to meet that date.
We will, however, always try to assist where reasonably possible.
MEASUREMENTS & SIZING
Customers are responsible for selecting the appropriate standard size or supplying accurate measurements where custom measurements are requested.
Sizing may vary between brands, and customers are encouraged to consult the LOVU size guide or contact us for assistance before ordering if uncertain.
Where measurements are supplied by the customer, LOVU will manufacture the garment based on the information provided.
Incorrect measurements supplied by the customer do not constitute a manufacturing defect.
Minor fit adjustments may occasionally be required, particularly with made-to-order and customised garments, and do not necessarily indicate that the garment is defective.
Where reasonably possible, LOVU offers complimentary alterations on customised garments to assist in achieving the intended fit.
COLOUR ACCURACY & FABRIC SELECTION
We make every reasonable effort to represent our colours accurately.
However, colours displayed online may vary slightly due to:
- Screen and device settings
- Photography and lighting
- Indoor versus outdoor lighting
- Fabric composition and finish
- Individual dye lots and production batches
Minor colour variations of this nature are normal and are not considered manufacturing defects.
WHITE & LIGHT-COLOURED GARMENTS
White, off-white, ivory, cream, champagne, blush and other very light-coloured garments may naturally appear more sheer or translucent than darker colours.
The degree of opacity can vary depending on the fabric, fabric weight, lighting, undergarments worn, body shape and the contrast between the garment and the wearer’s skin tone.
Product photographs may be taken under professional lighting and may therefore differ from how the garment appears in other lighting conditions.
Customers concerned about transparency are encouraged to wear appropriate nude undergarments or enquire about available lining options before ordering.
Normal sheerness associated with a particular colour or fabric is not in itself considered a manufacturing defect.
FABRIC BATCH VARIATIONS
LOVU sources fabrics from third-party suppliers.
Different fabric rolls, dye lots and production batches may contain minor variations in shade, texture, weight, print placement or finish.
These natural production variations do not necessarily constitute a manufacturing defect.
PRODUCT IMAGES & REPRESENTATION
We make every reasonable effort to ensure that our website images accurately represent our garments and designs.
Product photographs may, however, be professionally photographed and styled.
The appearance, drape, fit and movement of a garment may vary depending on:
- Fabric choice
- Colour
- Body shape
- Bust, waist and hip proportions
- Height
- Garment size
- Styling
- Undergarments
- Lighting
- Movement and pose
As a result, the same garment may sit or drape differently on different individuals.
A difference in how a garment fits or falls on an individual compared with a model photograph does not automatically indicate that the garment is defective or materially different from the product ordered.
BRIDESMAID, GROUP & REPEAT ORDERS
Where garments are required to match—for example, bridesmaid dresses, bridal parties, family groups or coordinated outfits—we strongly recommend placing the full order together at the same time.
Fabric is purchased and allocated according to production requirements, and we cannot guarantee that the same dye lot or fabric batch will remain available for subsequent orders.
LOVU therefore cannot guarantee an exact colour match between garments ordered separately or during different production runs.
GARMENT CARE & THIRD-PARTY ALTERATIONS
Customers must follow the care instructions applicable to their garment.
LOVU cannot accept responsibility for shrinkage, colour changes, distortion, damage or deterioration caused by incorrect washing, tumble drying, ironing, dry cleaning, storage or general care after delivery.
Garments that have been washed, worn, damaged, altered or modified by the customer or a third-party seamstress/tailor may no longer qualify for a return, alteration, remake or refund where the modification prevents LOVU from properly assessing the original garment.
ALTERATIONS, RETURNS & REFUNDS
COMPLIMENTARY ALTERATIONS
We want our customers to be happy with the fit of their LOVU garment.
Where a fit or construction concern can reasonably be corrected through an alteration or adjustment, LOVU offers complimentary alterations on customised garments where reasonably possible.
Customers should contact us before having any alterations performed elsewhere.
INSPECTION & OPPORTUNITY TO REMEDY
Customers are encouraged to inspect their garment as soon as it is received.
If there is a concern regarding fit, workmanship, construction, quality or whether the garment corresponds with the order placed, please contact us via email and provide:
- Your order number
- A clear explanation of the concern
- Clear photographs showing the issue where applicable
Photographs assist us in understanding the concern but may not always be sufficient to make a final assessment.
Where necessary, LOVU must be given a reasonable opportunity to physically inspect the garment before a final determination is made regarding an alleged defect, workmanship concern or misrepresentation.
Where a concern can reasonably be corrected through an alteration, adjustment, repair or remake, LOVU may offer this remedy before considering a refund, subject always to the customer’s rights under applicable consumer protection legislation.
RETURNS
Return requests must be submitted via email within 48 hours of delivery so that we can assess the request promptly.
Where a return is approved, the garment must be:
- Unworn other than reasonably necessary for fitting
- Unwashed
- Free from perfume, deodorant, makeup, stains, pet hair or other marks
- Undamaged
- Unaltered by a third party
- Returned with tags where applicable
- In its original condition
No returns will be accepted more than 14 days after delivery, subject to any rights afforded to the customer under applicable South African consumer protection legislation.
Sale items and customised or personalised garments are subject to the return restrictions disclosed at the time of purchase and applicable law.
REFUND ELIGIBILITY
Refund requests are assessed individually and only after LOVU has had a reasonable opportunity to inspect the garment where inspection is necessary.
Subject to applicable consumer protection legislation, refunds will generally not be granted solely because of:
- Change of mind on a customised or personalised garment
- Incorrect measurements supplied by the customer
- An incorrect size, colour, sleeve or customisation option selected by the customer
- Minor colour or dye-batch variations
- Normal fabric characteristics
- Normal sheerness associated with light-coloured fabrics
- Differences caused by screen settings or lighting
- A garment fitting or draping differently on the customer than on the model
- A fit concern that can reasonably be corrected through the complimentary alteration process
- Courier delays outside LOVU’s reasonable control
- An event deadline that was not disclosed or for which insufficient ordering time was allowed
- A garment that has been washed, worn beyond fitting, damaged or altered by a third party
- Sale items or other items identified as final sale, subject to applicable law
Nothing in this section excludes a customer’s statutory rights where a garment is genuinely defective, unsafe or materially different from what was ordered.
REQUESTING A RETURN, ALTERATION OR REFUND
All requests must be submitted via email only.
Please provide:
- Your order number
- A description of the concern
- Clear supporting photographs where applicable
- Details of the alteration or remedy requested, where relevant
- Any additional information reasonably requested by our team
This allows us to assess the concern properly and recommend the most appropriate next step.
RETURNS & UNAUTHORISED DELIVERIES
Please do not send a garment back to LOVU without first receiving written return instructions from our team.
All returns must be authorised via email before being dispatched.
Parcels sent without prior authorisation or to an incorrect address may be refused, returned to sender or remain uncollected from our central courier collection point which is shared by various businesses.
LOVU cannot accept responsibility for loss, delays, storage charges or additional courier costs arising from an unauthorised return.
RETURN SHIPPING COSTS
Unless otherwise agreed or required by applicable law, customers are responsible for the courier cost of returning an approved return to LOVU.
Where LOVU approves an alteration, repair, remake or other corrective measure due to an issue for which LOVU is responsible, we will advise the customer regarding the applicable courier arrangements.
Original shipping charges are generally non-refundable unless otherwise required by law.
APPROVED REFUNDS
Where a refund has been approved, LOVU will process the refund within approximately 10–15 business days.
Once processed by LOVU, additional processing time may be required by the customer’s bank or payment provider.
ORDER CANCELLATIONS
As production and material allocation may begin shortly after an order is received, customers wishing to cancel should contact us as soon as possible.
Where an order is cancelled before fabric has been cut or production has commenced, a 20% cancellation fee may apply.
Once fabric has been cut, customisation has commenced or the garment has entered production, the order may no longer be eligible for cancellation, subject to applicable consumer protection legislation.
RIGHT TO REFUSE OR CANCEL ORDERS
LOVU reserves the right to refuse, limit or cancel an order where reasonably necessary due to circumstances including:
- Obvious pricing or website errors
- Fabric or stock unavailability
- Supplier issues
- Suspected fraudulent transactions
- Duplicate orders
- Inability to reasonably fulfil a requested customisation
- Other exceptional operational circumstances
Where LOVU cancels an order that has already been paid and no goods have been supplied, the appropriate amount will be refunded.
FORCE MAJEURE & CIRCUMSTANCES OUTSIDE OUR CONTROL
LOVU will not be responsible for delays caused by circumstances reasonably outside our control, including supplier shortages, electricity disruptions, courier disruptions, industrial action, extreme weather, natural disasters, government restrictions or similar unforeseen events.
Where such circumstances arise, we will make reasonable efforts to communicate with affected customers and fulfil orders as soon as reasonably possible.
POLICY UPDATES
LOVU reserves the right to update this policy from time to time to reflect changes in our products, manufacturing processes, business practices or applicable legislation.
The policy applicable to an order will be the version in effect at the relevant time, subject to applicable law.
LEGAL COMPLIANCE
Nothing contained in this policy is intended to exclude, waive or limit any rights or remedies afforded to consumers under the Consumer Protection Act 68 of 2008 or other applicable South African legislation.
Where any provision of this policy conflicts with a mandatory provision of applicable law, the applicable law will prevail.
By placing an order with LOVU, the customer acknowledges that they have read and understood the product information, production lead times, customisation selections and applicable LOVU policies presented during the ordering process.