Refund policy
We have simplified our returns policy to make it more understandable. We have also removed and added some of the options.
Accessories and Variations:
Accessories can be different from the shown accessories in terms of colour, size and quantity due to various reasons outside of our control. You can return and outfit within 14 days but accessories being different or less or more etc are not counted as fault.
Cancellations and Changes to an order:
We are unable to cancel or change an order once an order is placed. This is because we only advertise the stock which is available in our premises and as soon as an order is placed, the process to complete an order begins right away. However you are welcome to return any unused items within 14 days in accordance with our standard returns policy.
Online Orders Returns Period:
We accept returns within 14 days of the item being delivered. If it has been more than 14 days then unfortunately the item(s) cannot be returned. This includes but not limited to being ill, being in the hospital, taking care of someone being ill, being abroad or being incapacitated in any manner. You do not have to post it yourself and any friend/family member can post it on your behalf. A lot of delivery companies including Royal Mail also offer home collections. Returns period for store collection order begins on the day your order is ready for collection. Online orders must be returned by post ONLY
Return for Online Orders (Store Collection Option):
We accept returns for orders placed online with the store collection option within 14 days of the order getting getting ready which is usually the same day the order was placed or the next day. We send you a notification as your order gets ready and your returns period starts on that day. If you provided an incorrect email address or you do not receive the notification of the order getting ready then the period will be counted from the day the order was placed. We will keep store collection orders for 45 days. If an order is not collected within 45 days then we will discard the order and NO refund will be offered.
Disputed Delivery:
We will notify you via email once your parcel has been dispatched. Please monitor the tracking information closely. In the unlikely event that the item is marked as delivered but you have not received it, please contact us immediately. Note that there is a 48-hour window to dispute the delivery imposed by the courier company.
Missing Delivery:
If your package is marked as delivered but has not been received, we kindly ask that you first check with household members and neighbors. Please notify us immediately of the situation. We will promptly initiate an investigation with the delivery company.
Please be aware that courier companies may leave parcels outside, and if they are taken by someone else, it is considered theft. To proceed with an insurance claim, a police crime reference number will be required.
In the unfortunate event of a missing parcel, the investigation process by the delivery company may take between 1 to 4 weeks. During this period, we are unable to issue a refund or send a replacement until the investigation is complete.
Return resolution:
- Refund: We offer a full refund back to the original payment method of the price of the item(s) returned if returned within 14 days, unused, in original condition and with all the tags attached(if any). Please note that not all dresses come tagged. Refund takes up to 14 days after the item is received. Postage is non-refundable. If you were offered free delivery, the delivery charges will be deducted from your refund if you decide to return the item(s). This is explained in detail in the postage section of this policy. If an item(s) was paid using a credit note then it will be refunded back to the credit note.
- Credit Note: You can also select to take a credit note which takes 2 to 3 days after the item is received. Item(s) must be returned within 14 days, unused, in original condition and with all the tags attached.
Compensation:
We do not offer compensation for inconvenience caused, missed events, or dissatisfaction. This policy is subject to change at any time without notice.
Postage:
Buyer is responsible for the delivery/returns cost. We offer free standard delivery for orders over £100. However, to cover our costs, if a free delivery item is returned and the left over order is either under £100 (including when a full order is returned), we deduct the £6 that we paid for your delivery to deliver the order to you.
Example 1: You place an order worth £150 and then return items woth £90. Your left over order is now £60 which is below £100 so we will deduct £6 from your refund and you will receive £84 irrespective of the delivery method used.
Example 2: You place an order worth £150 and then return items woth £40. Your left over order is now £110 which is still over £100 so we will not deduct £6 from your refund and you will receive £40 irrespective of the delivery method used.
Example 3: You place an order worth £150 and then return the complete order. Your left over order is now £0 which is under £100 so we will deduct £6 from your refund and you will receive £144 irrespective of the delivery method used.
How to return:
- Please write your order number on a piece of a paper, include in inside the package and send it to
I Luv Designer
83 Carlisle Road
Bradford
BD8 8BY
Exchange for Online Orders:
Unfortunately we no longer offer an exchange. You can return the item and place a fresh order for your exchange.
Washing Instructions:
Due to ever evolving of the fabric composition and the detergents in the market, we do not recommend washing any of our garments at home. All of our garments are dry clean only. This is due to the different fabrics used by the brands, multiple washing types and multiple washing detergents which are out of our control. If you decide to wash a garment, you do so at your own risk. We will not be able to accept returns for garments that have been washed.
Fragrances/Perfumes:
Fragrances must be returned in an unused and unopened state. We cannot return a product if it has been personalised in anyway. If the product is returned in a condition which is not fully resaleable or the packaging is damaged, we reserve the right to refuse a refund or exchange on the item. This does not affect your statutory rights. We are unable to refund postage or gift wrap charges if your product is unwanted or you have changed your mind.
Damaged Outfits:
Although every care is taken while dispatching an order, ocassionally outfits get damaged in the post. In the unlikely event of an order received in damaged condition, please contact us immediately (on within a maximum of 48 hours window of the delivery)and do not use the garment. We will provide a prepaid Royal Mail return label (which you will have to print yourself) and take it to a post office. Unfortunately we do not offer courier collections from your home.
Items must be returned unused, in original and saleable condition. It is your responsibility to inspect the item for any damages before wearing or using it. If you decide to use the item because you did not have any other option then unfortunately we will not be able to accept it for a rerun even if it was faulty. If you notice any damage after wearing the dress, we are unfortunately unable to accept the return. However, we will offer you free repairs on a back-to-base basis. If an item is damaged beyond repair, we will explain this to you. If an item is damaged through misuse or negligence then unfortunately we will not be able to offer a return or repairs.
We have a zero-tolerance policy for abusive behavior towards our staff.
We understand that customers may become frustrated or angry at times, but we will not tolerate any form of abuse, including threats, insults, or physical violence. If you are unable to behave in a respectful and professional manner, we will refuse to serve you.
We also have a policy of closing or suspending accounts where we suspect the abuse of our returns policy or excessive returns. If you have any questions about our policies, please do not hesitate to contact us.
Jewellery:
For hygiene reasons, jewellery items cannot be returned or exchanged.