Return and Refund Policy
At Loverlo, we take pride in providing high-quality products and a smooth shopping experience. Your satisfaction is important to us, and we understand that sometimes an item may not be exactly what you expected.
That’s why we’ve designed a clear and straightforward return policy that gives you peace of mind when shopping with us.
Return Period
You have 30 calendar days from the date you receive your order to initiate a return.
After this period, we may no longer be able to process your request unless required by consumer protection law.
Nothing in this policy limits your rights under the Australian Consumer Law (ACL).
Conditions for Returns
To be eligible for a return, the following must apply:
- The item must be unused, unworn and unwashed.
- It must be in its original condition, including all packaging, accessories, manuals, and tags.
- Items showing visible signs of wear, damage, or alteration after delivery cannot be accepted.
- Please note that some products, for hygiene or safety reasons, may not be eligible for return (see “Non-Returnable Items” below).
Return Costs
If the item is defective, damaged, or incorrect:
We will take full responsibility for all return shipping costs. Once approved, you’ll receive a prepaid return label and detailed instructions by email.
If you changed your mind or ordered the wrong size or colour:
You may still return your order within 30 days, but the return shipping cost will be at your own expense.
Original delivery fees (if any) are non-refundable.
Step-by-Step Return Process
Our return process is designed to be as simple and transparent as possible:
1. Contact Us
Email info@loverlo.com including your order number and the reason for your return.
2. Receive Return Instructions
Our customer service team will review your request and send you authorisation details and return instructions.
3. Prepare Your Package
Place the product carefully in its original packaging, ensuring all accessories, tags, and documents are included.
4. Print and Attach the Label
If you’re eligible for a prepaid return, we’ll send you a return label via email. Print and attach it securely to the outside of your parcel.
5. Send the Package Back
Drop off your parcel at the courier service indicated in your return instructions. We recommend keeping a proof of postage or tracking number for reference.
No Restocking Fees:
We do not charge any restocking or handling fees for returns.
Refund Processing
Once we receive your return, our warehouse team will inspect the product to verify that it meets our return conditions. You will then be notified by email whether your return has been approved or declined.
Approved refunds will be issued to the original payment method used for the purchase.
Refunds are typically processed within 7 business days after the returned parcel is received.
Depending on your payment provider or bank, it may take a few extra days for the refund to appear in your account.
If the returned product does not meet our return criteria, it may be sent back to you at your own cost.
Exchanges
Would you prefer a different size, colour, or model?
No problem! Simply contact us at info@loverlo.com within 30 days of delivery.
Please include your order number and details of the product you’d like to exchange.
To qualify for an exchange, the product must:
- Be in new, unused condition.
- Include all original packaging and tags.
After contacting us, our team will guide you through each step to ensure your exchange is handled quickly and smoothly.
Non-Returnable Items
For health and safety reasons, certain products cannot be returned. These include (but are not limited to):
- Undergarments and thermal base layers
- Socks or similar hygiene-sensitive items
- Products clearly marked as non-returnable or “Final Sale” in the product description
- Gift cards
If you’re uncertain about whether a product qualifies for return, please contact us before sending it back.
Need Help?
Visit our FAQs page or contact our support team if you have any questions.
We aim to respond within 24 hours.
Contact Details:
Store Name: Loverlo (part of E-Visionary)
Business Address: Röntgenweg 16a,
2408 AB Alphen aan den Rijn, Netherlands
Chamber of Commerce Number: 93086245
VAT-No: NL004998970B77
Email: info@loverlo.com
Phone: +61 288805842
Opening hours customer service
Monday - Friday: 9:00 AM - 5:00 PM (GMT+10)
Saturday - Sunday: Closed
We aim to respond within 24 hours.