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Returns And Exchanges

If, for any reason, you are not satisfied with your purchase, the items can be returned for a size/color change or refund within 14 days from the date of receipt of the goods.

The items must be unworn, with the security tags and original labels intacts and affixed to it. Shoes and accessories must not present any signs of usage (unused sole) and must be returned with their original boxes with cannot be damaged, altered or used as the package for the shipment.

Please see below terms and conditions for making a return.

RETURN INSTRUCTIONS TO RETURN THE PACKAGE

Please follow rigorously the instructions of the procedure shown:

  • Book the pick-up for the returned package, by contacting Loverlock’s Customer Service Number: +39 02 82.900.258, via email to reso@loverlock.it or via our online chat.
  • Fill, in all its parts of the return form that you will receive by email (if you do not have it; download the Return Form) and send it back to reso@loverlock.it . It must be filled completely.
  • Loverlock will send you via e-mail a receipt of the declaration of withdrawal and all the  shipping documents to print and attach it to your package will be sent by DPD.

Please Note: The shipment of a returning order with the DPD courier indicated by Loverlock is FREE of charge if previously booked following the procedure above.

If goods are returned using a different courier, all costs will be held by the customer. The shipment of your return must take place within 14 days of receipt of the order.

The following compensation options are available:

Size/Color Change

It is possible to make an exchange only for a different size or a different color of the same item, if available. The new required item can be returned following the same procedure described above.

REFUND

The refund will take place as soon as the return arrives at the Loverlock warehouses, after a quality verification by our staff.

For orders paid by credit/debit card, the amount refunded will normally be available to customers in about 10 days and will still be visible on the next card statement. The timing may vary slightly according to the bank circuit of the used credit card.

We remind you that the currency date of the refund is the same as the charge, so you will not endure any loss in terms of bank interest.

For orders purchased through PayPal the refund will be made to your original PayPal account and will be immediately visible. The actual credit card refund from your PayPal account depends on the bank that issued the card.

In case of a gift, the reimbursement will be made towards the person who made the payment. Reimbursement will be issued in the same currency as the original purchase. Any differences in the amount due to fluctuation of the exchange rate cannot be refunded.

TERMS AND CONDITIONS

The security tag and product label on the items you return must not be cut or damaged. The garments must not have been worn, washed or altered and must not show any signs of use.

The soles of the shoes must be in perfect condition and show no signs of any kind. All footwear and accessories must be returned together with their original box, which is in all respects an integral part of the product itself and which must not have been in any way damaged or altered.

Returns must be shipped with the original bag or box of the product inside the package with which the goods have been received which must be well sealed with adhesive tape. In the absence of the above, the parcel can be sent along with another suitable packing for the shipment of the goods.

Each garment must be returned with all labels and tags attached, and inclusive of all original packaging and accessories (dust bags, hangers, clothes covers etc.) received with the order.

Swimsuits and underwear (bikini, briefs, boxers etc.) must be tried on above your own personal linen. Returns of such items will be refused and returned to the customer if the transparent hygienic protection label has been removed, or if the garments exhibits any sign of use.

In the event that the customer receives defective merchandise, or that errors occur in the shipments by Loverlock, the customer is invited to contact the customer service immediately by writing to  info@loverlock.it or by contacting the number: +39 02 82.900.258. Loverlock reserves the right to request photographic evidence before authorizing returns for defective goods and in taking care of the shipping costs for the returned goods to its premises.

Loverlock reserves the right to refuse returns shipped with carriers other than that indicated in the e-mail with the instructions to the return, if the delivery involves additional costs for Loverlock or requests the pick up at a subsidiary of the Courier.

Loverlock also reserves the right to refuse unauthorized returns, or otherwise not complying with all the conditions laid down for the return procedure. In this case, the goods will be returned to the sender at the original shipping address.

For all aspects not specifically expressed, the European legislation for distance trading applies.

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