Returns Policy
Our return policy is valid for 30 days. If 30 days have passed since your package was delivered, we unfortunately cannot offer a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Items Not Eligible for Return:
Underwear such as bras, panties, boxers, briefs, and compression garments/bodysuits that have been tried on or opened. These items cannot be returned due to health and hygiene reasons.
You always have a 14-day right of cancellation in accordance with applicable consumer protection laws. This means that you, as a customer, have the right to cancel your purchase by notifying us within 30 days from the day you or your designated representative receives the ordered goods (cancellation period).
The item should be returned to us as soon as possible, and you are responsible for ensuring that the return reaches us no later than 14 days from the date you informed us of your intention to cancel. The item should be well-packaged, in good condition, and in its original box.
To initiate a return, please contact us via email: Support@LuvivaShop.com.
Additional Non-Refundable Items:
Certain health and hygiene products.
To complete your return, we need a receipt or proof of purchase. Do not send your purchase back to the sender.
If you used our volume discount, the discount will no longer apply if you return one or more of the products. This will be adjusted before we process your refund.
Example: You buy 5 items and receive a 15% discount. You return 2 of those items. The 15% discount will no longer apply to the purchase, and the refund will be adjusted accordingly.
You cannot purchase 5 items to receive the discount and then return 1 item, as the discount will be voided.
Refunds
Once your return has been received and inspected, we will send you an email to notify you that we have received your returned item. We will also inform you of the approval or rejection of your refund.
If approved, your refund will be processed within 14 business days, and a credit will automatically be applied to your credit card or original payment method within a certain number of days.
Late or Missing Refunds
If you haven’t received your refund yet, first check your bank account again.
Then, contact your credit card company; it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and still have not received your refund, please contact us via email.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please email us at Support@LuvivaShop.com.
Shipping
You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. You, as the customer, are always responsible for the return shipping.
Depending on where you live, the time it takes for your exchanged product to reach you may vary.
If you are returning an item to us, we recommend using a traceable shipping service. You are responsible for the item until it reaches us, including during transport. Products sent by cash on delivery or with a pick-up fee will not be accepted by Luviva. To ensure assistance with a return, we recommend keeping the receipt and tracking number in case your package is lost, as we cannot help with a refund without this information.
Disclaimer for Mail Services:
When making your purchase, we use USPS, YunExpress, FedEx, UPS or DHL shipping options. Please note that these packages are delivered outside your door. We are unfortunately not responsible for any lost or stolen packages delivered this way. If you are concerned about the safety of the package, we recommend selecting a signature-required or home delivery option. You can arrange this by contacting us before your purchase.
Unclaimed Packages:
Unclaimed items will be returned to us. For all packages that are not picked up, we reserve the right to charge you for the return shipping, handling, and processing fees, currently 29.99 USD. Note: For larger orders, this amount may be higher. If the cost of the product is less than 29.99 USD, we reserve the right to retain the full purchase amount.
To return an item, please first contact our customer service at the email address below:
Email: Support@LuvivaShop.com
Phone: +1 917 341 2106
Order Cancellation
To cancel an order, please contact our customer service in writing via email at Support@LuvivaShop.com and provide your order number.
Please note that a cancellation fee of 1.99 USD will be applied for order cancellations. This fee covers administrative costs and transaction fees associated with the cancellation.
An order cancellation is only valid once confirmed by our customer service. If the order has already been processed or shipped, the cancellation cannot be carried out, and the purchase must be handled according to our return policy.
We reserve the right to update our cancellation terms as needed.
For return handling, please contact us via email at Support@LuvivaShop.com. We strive to resolve your issue as quickly and efficiently as possible to ensure your satisfaction.
Our email: Support@LuvivaShop.com
Phone: +1 917 341 2106