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EXCHANGE & RETURN

Loville.co believe in doing it right for our customers, ensuring satisfactory for every purchase with the return and exchange policy in place.  

EXCHANGE & RETURN PROCESS

Any exchange/return request have to be made within 3 days from the date of which the item was successfully delivered, inclusive of the delivery day itself. The delivery date will be based on the records from the respective courier services. Items to be returned must be in its original condition received with its original packaging (unworn, with tags intact if any). All return package for defective items or exchanges must reach our office within 14 days from the parcel delivered date, otherwise it will be returned back to the customer. If any of the above condition is not fulfilled, the exchange or return will be rejected.

All orders are non-refundable in cash. For any approved refund cases, it will only be issued with store credits. 

For ring items, please fill up Ring Form with clear picture of the received item and reason of exchange. Likewise, for other items, please fill up Exchange & Return Form. Our service team will get back to you within 3 business days via email with the returning details. Please adhere to the instructions provided to ensure a smooth return process.

Item received is considered as defective or wrong item(s) for the following reasons:

Defective Item(s):

  1. Broken chain / Clasp
  2. Damaged material: Significant deformation / Dents / Cracks / Deep scratches or Cuts
  3. Dropped stone pieces
  4. Wrongly engraved item 


Wrong Item(s):

  1. Wrong Design
  2. Wrong Color 
  3. Wrong Size

The replacement item(s) will be redelivered via express delivery at no extra cost. We recommend returning defective/wrong item(s) only via SingPost Smartpac, as any charges incurred for using other modes of delivery will not be reimbursed. The return delivery cost will only be reimbursed in the form of store credits. In the event if the item is out of stock, customer can opt for another design of equivalent value or to be issued with store credits (excludes delivery cost). 

Please note that the above claims will be assessed by our team before we process the return. 

 

Item received is neither deemed as defective nor wrong item(s) for the following reasons:

  1. Hairline scratches
  2. Minor deformation at free ends of silver adjustable rings
  3. Color tone difference at weld joints of silver rings
  4. Minor color tone difference between different product batches
  5. Shadow casting on product image
  6. Minor deviation of measurements
  7. Deliberate damage by receiving party
  8. Missing stone pieces after use
  9. Wear and tear of clips, clasp and pin inserts over time.

We regret to inform that an exchange or refund based on the above claims will be strictly not allowed.

 

Item(s) that are not eligible for any exchange or refund upon receiving:

  1. Earrings
  2. Adjustable Rings
  3. Sale Items
  4. Gift Vouchers
  5. Engraved Items
  6. Backorder Items
  7. Packaging
  8. Customized Items (Engraving Items, Photo Lockets, Size Adjustment Items)

 

RING SIZE EXCHANGE

One Time Free Ring Size Exchange

Only applicable if the ring(s) received is of the following reasons:

- Wrong ring size (not applicable for engraved rings)

The return shipping cost will be borne by customer and the replacement item will be delivered via express delivery. We recommend returning the wrong item only via SingPost Smartpac. In the event if the item is out of stock, customer can opt for another design of equivalent value or be issued with store credit (excludes delivery cost). Please note that the above claims will be assessed by our team before we process the return. Details will be provided to you via email.
For more information about getting your ring size, please visit "How to find my Ring Size" page.

 

Ring Sizer (Free of Charge)

Ring sizer are provided free-of-charge with ring purchase only for customers who are not confident in getting the right ring size.

  1. Every order with fixed ring size item(s) is entitled to one ring sizer free of charge upon order selection. 
  2. In the scenario whereby order indicates the ring size selection with ring sizer request, Loville.co will only dispatch ring sizer first followed by the actual rings after size confirmation.
  3. Available ring sizes are indicated on all individual product listing. No half sizes available unless otherwise stated.
  4. If the required ring size is not within the available size range of the initial selected design, customers will have to choose another ring design from our store which offers the required size. Otherwise, store credits equivalent to the ring value* will be issued and you may use them to purchase any items on our store.
  5. Store credits equivalent to the ring value* will also be issued if there are no confirmation of the ring size within 14 calendar days from the ring sizer dispatch date.

*Ring size exchange is not applicable for engraved rings and backorder items. 
*Delivery charge is non-refundable

If neither of the above conditions are fulfilled, we have the rights to reject the exchange or return.  

 

STORE CREDITS

  1. Store credits may not be exchanged for cash.
  2. Store credits may be used in multiple orders within the validity period.
  3. For defective goods or gift voucher orders, store credits will be valid for 12 months from date of issuance.
  4. For exchange/ring sizer cases, store credits will be valid for 30 days from date of issuance.
  5. e-Cashback will be issued in the form of store credits with validity of 30 days from date of issuance. It will be sent to your email 14 days after order have been delivered.
  6. For all approved exchange/refunds, store credits will only be issued to you in the form of gift cards via email to apply for your next order.
  7. Store credits issued will be equivalent only to the item(s) value excluding any delivery charge.
 

EXCHANGE RETURN FORM




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