LOVU Refund, Return, Alteration Policy

Our policy lasts 10 days. If 10 days have gone by since your purchase, unfortunately, we can’t offer you an alteration, refund, or exchange.

To be eligible for an alteration, refund, or exchange, your item must be unused and in the same condition that you received it.

There are certain situations where we will not accept an alteration, refund or exchange.

Late or missing refunds (if applicable)

Sale items (if applicable)

Only regular-priced items may be refunded or exchanged, unfortunately, sale items cannot be refunded.

Exchanges (if applicable)

Lovu is the first of kind online store where we make up garments according to our client’s needs and fabric taste.  When you choose a garment we produce it according to your fabric option, size, and specifications.  We are unable to re-sell that item to another client as it was custom-made, especially for you.  If you are not entirely satisfied with the fit we are happy to alter the garment free of charge. If you did not select the customisation options offered on our website you will be charged for the alterations.  For example, if you receive your dress and it is too long we can’t alter the dress free of charge as you did not select the height customization. 

We do not offer refunds for custom-made garments. We only replace items if they are defective or damaged or offer free alterations to your garment. If you need to exchange it for the same item, send us an email at hello@lovu.co.za and send your item to:

31 Devonshire Close,
Parklands, Cape Town 7441

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

To return your product, you should mail your product to: Lovu, 31 Devonshire Close, Parklands, Cape Town 7441

You will be responsible for paying for your own shipping costs for returning your item for an alteration. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.  Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over R750, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.