Frequently Asked Questions (FAQ)

 

Frequently Asked Questions

Shipping

Do you charge for shipping?
Nope. Shipping is on us, no matter how big or small your order is.

Where do you ship to?
Right now we only ship inside the United States. We'd love to open up to more countries down the road, and it's something we're actively looking into, but for the moment it's US only.

How long does it take you to process an order?
Usually 1 to 2 business days. If you place your order before 22:00 CET (that's Berlin time), there's a good chance it goes out the same day. Anything after that gets picked up the next business day. We don't process orders on weekends or public holidays, so a Saturday order will start moving on Monday.

So how long until my order actually shows up?
Once it's been processed, delivery normally takes another 5 to 7 business days. So all in all, you're looking at roughly 6 to 9 business days from placing the order to it landing on your doorstep. That's a rough guide though, not a guarantee — every now and then carriers run a little slower than usual.

Which carriers do you use?
We mostly ship with DHL and FedEx. Both reliable, both come with proper tracking.

Will everything arrive in one package?
Most of the time, yes. But it depends on what you ordered. If items come from different warehouses, or one product is bulkier than the others, your order might be split across two packages. When that happens, each package gets its own tracking number, and you'll get those by email so you can follow them separately. The packages don't always arrive on the same day, just so you know.

Do I get a tracking number?
Yes, always. As soon as your order ships, the tracking number gets emailed over.

How do I track my order?
Once your order's on its way you'll get a shipping confirmation by email with the tracking number inside. Pop that into our order tracking page (or the carrier's site) and you'll see exactly where it is. One thing worth knowing: it can take 24 to 48 hours after dispatch before tracking actually starts showing useful info. That's just how long the carrier needs to scan the parcel into their system.

My tracking isn't working. What's going on?
Nine times out of ten, this just means the carrier hasn't scanned the package yet. Give it 24 to 48 hours after dispatch and it should start updating. If it's been longer than that and you're still seeing nothing, send us your order number at contact@luvilea.com and we'll dig into it for you.

Can I change my shipping address after I've placed the order?
Sometimes, yes. We can update the address as long as you let us know within 24 hours of placing the order, and as long as it hasn't been shipped yet — whichever comes first. Once a package leaves our warehouse, we can't change where it's going. If you spot a typo or moved last week and forgot to update your details, email us straight away at contact@luvilea.com with your order number and the correct address. Quick heads up though: making sure your shipping details are right at checkout is on you. If a package gets lost, delayed, or sent back because of a wrong address, we can't take responsibility for that.

Returns

How long do I have to return something?
You've got 30 days from the day your order arrives.

What condition do the items need to be in?
Original condition. Unused, tags still on, in the original packaging. We also need a receipt or some kind of proof of purchase.

Is anything non-returnable?
A few things, yes. Custom or personalized items can't be returned (they were made specifically for you), and hygiene-related products like undergarments are also off the list — unless they're still sealed and haven't been opened.

How do I actually start a return?
Drop us an email at contact@luvilea.com with your order number and the reason you're returning the item. If it's damaged or there's a defect, attach a photo or two — that helps us sort it faster. We'll get back to you with a return authorization and instructions on where to send it. When you do ship it back, please use a service with tracking. Things go missing in the post sometimes, and tracking saves a lot of headaches.

Who pays for the return shipping?
You do, unless the item arrived damaged, defective, or it's just the wrong item. In those cases we cover it — that's our problem to fix, not yours.

Where do I send my return?
Once your return has been approved, send it to:
Salzgasse 10, 50667 Cologne, Germany.

Refunds

How long until I get my refund?
Once your return reaches us, we inspect it and let you know within about 7 business days whether it's been approved. From there, the refund itself goes back to your original payment method within 10 business days. Then your bank does its thing, which can add a couple more days depending on who you're with.

How will I know the refund went through?
You'll get an email from us as soon as it's been issued. If a few days have gone by and you still don't see anything in your account, check with your bank or card provider first — sometimes it's just sitting in their pending queue. If they say there's nothing on their side either, get in touch and we'll look into it.

Exchanges

Can I exchange an item?
For incorrect or defective items, yes — and we cover the return shipping in those cases. Just reach out within 30 days of delivery. If you ordered the wrong size by accident, the easiest thing is to return the original (following the normal return process) and place a fresh order for the size you actually wanted. That way you don't have to wait for us to receive the return before getting the right item.

Problems With Your Order

My order arrived damaged or defective. What now?
Get in touch within 48 hours of delivery. Photos of the damage really help. We'll arrange the return at no cost to you, and you can choose between a replacement or a full refund — whatever works best.

I got the wrong item. Help?
That's on us. Send us a message and we'll cover the return shipping and get the correct item out to you as fast as we can.

My package hasn't arrived. What do I do?
Reach out to us as soon as you can. We'll open an investigation with the carrier and figure out what happened. The sooner we know, the quicker we can act.

Contact

How can I reach customer service?

Business Details

Website name: Luvilea.com
Company name: JX Commerce
Address: Salzgasse 10, Cologne, northrhine westphalia, 50667, Germany
E-Mail: contact@luvilea.com
Phone: +1 (947) 837-8505
TAX Number: DE352309654
Customer service: Monday to Friday between 9:00 am to 5:00 pm CET.