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FAQ

Loverlock accepts the following payment methods:

CREDIT CARD

At the time of purchase, customers enter their credit card details in a secure electronic banking system, provided by NEXI XPAY.
You can make purchases through Visa and Mastercard.
We invite you to visit www.nexi.it for more information.

CREDIT CARD SECURITY

All transactions are processed through secure servers, assuring the maximum data protection for Loverlock customers.

Loverlock.it customer service providers are in no way authorized to request or accept credit card numbers and/or end-of-validity.

In order to ensure greater protection on e-commerce purchases, Loverlock recommends that customers adhere to Verified By Visa or Mastercard Secure code services, requiring a PIN security code with which to make their purchases safely.

For more information please visit the website www.visa.com oppure www.mastercard.com

CREDIT CARD CHARGES

If the existing funds are sufficient to purchase and the bank details provided are valid, the transaction will be processed promptly.

The credit card used will be debited at the time of purchase even in the event of pre-order although the shipment of these items is later in the season.

PAYPAL

By choosing the PayPal payment method the customer can pay directly through his PayPal account. Loverlock reserves the right to send the goods only to the address indicated on the account verified by PayPal.

NEW CUSTOMERS

We would like to remind our new customers that Loverlock can ask their bank or PayPal to verify the transaction, even contacting the bank counterpart. Such verification may cause some delay in shipment of the order.

Loverlock reserves the right to send the order to the address to which the payment slip was sent.

Shipments in Italy are free of charge and are made through BRT Courier with delivery from Monday to Friday within 1 to 3 business days from the order according to the delivery areas and anyway never on holidays.

Shipments in other countries in the EU are made through DPD with delivery within 3-5 business days from the order date.

In certain periods of the year (e.g. Sales and holidays) deliveries may take longer. In case of special requirements on delivery times please contact Customer Service at no. +39 02 82.900.258 .

Shipments in Italy, San Marino and Vatican City are made by BRT Courier and are free of charge.

Loverlock does not deliver to mailboxes (P.O. Boxes).

Parcels destined to the countries in the European Union do not contain invoice or any other documentation with the value of the goods.

Log into your account to track your shipment.

After completing your order, it will remain in processing for up to two working days.

When your parcel is ready, it will be shipped and you'll receive a confirmation email. Click on "Follow your order ".

If by chance the tracking link should be off or wrong, it will activate within 72 working hours and you will be able to see the delivery date.

Always check this link from which you will be able to verify the delivery attempts already occurred and any issue from the courier in identifying your address.

We kindly remind you that the couriers do not deliver by appointment and there is no telephone contact with them.

Of course, you can view your parcel that is out for delivery by accessing the section "My orders ", by clicking on "view order " and then on "Follow the shipment online ".

Return Instructions

TO RETURN THE PACKAG E please follow rigorously the instructions of the mandatory procedure shown here:

1) Book the pick-up for the returned package, by contacting Loverlock’s Customer Service Number: +39 02 82.900.258 ,by email to info@loverlock.it , or by using our online chat.

2) 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 here ) and send it back to reso@loverlock.it It must be filled in full.

3) Loverlock will send you a confirmation by e-mail of the receipt of the declaration of withdrawal and the courier BRT will send you the shipping documents to print and attach to your package .


Please Note:

  • The shipment of a returned package sent with the DPD courier indicated by Loverlock is FREE of charge if booked with this procedure.
  • If goods are returned using a different courier, all costs will be borne by the customer.
  • Shipment of returned items must take place within 14 days of receipt of the order.

Size/Color Exchange

It is possible to make an exchange only for a different size or a different color of the same product, when available. For exchanges follow the same procedure.

Refund

The refund will be made as soon as the return arrives at the Loverlock warehouses and the items will be verified.

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 depending on the bank circuit of the credit card used.

We remind you that the currency date of the refund is the same as the charge, so you will not suffer 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 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.