Refund policy

Return & Refund Policy

At Lovaana, we want you to love every purchase. If you’re not completely satisfied with your order, you may request a return under the conditions outlined below.

Return Window

You have 30 days from the date your order is delivered to request a return.

Unfortunately, we cannot accept returns requested after this period.

Return Eligibility

To be eligible for a return, items must:

• Be unworn, unused, and unwashed.
• Be returned in their original condition.
• Have all original tags attached.
• Be free from makeup, perfume, odors, pet hair, stains, or any signs of wear.

We reserve the right to refuse any return that does not meet these requirements.

Return Shipping Fee

Return shipping costs are the responsibility of the customer.

To make the process simple, Lovaana offers a prepaid return shipping label for a flat fee of €4.99.

This amount will be deducted from your refund.

How to Start a Return

1. Visit our Returns Portal.
2. Enter your order number and email address.
3. Select the item(s) you wish to return.
4. Download your prepaid return label.
5. Drop off your package at the designated carrier.

Returns sent without prior authorization may be refused.

Refunds

Once your return has been received and inspected, we will notify you of the outcome.

If approved, your refund will be issued to your original payment method.

Please allow 5–10 business days for your refund to be processed after your return has been approved. Depending on your bank or payment provider, it may take additional time for the funds to appear in your account.

The €4.99 return shipping fee will be deducted from your refund when using the Lovaana prepaid return label.

Exchanges

If you would like a different size or style, we recommend returning your item and placing a new order to ensure the fastest processing and availability.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

• Underwear
• Swimwear with the hygiene seal removed
• Earrings
• Gift cards
• Personalized or custom-made items
• Items that have been worn, washed, damaged, or returned without their original tags

Faulty, Damaged or Incorrect Items

If you receive a faulty, damaged, or incorrect item, please contact our Customer Support team within 48 hours of delivery and include clear photos of the item.

After verification, we will arrange a replacement or issue a full refund at no additional cost.

Lost or Damaged Parcels

If your parcel is lost or arrives damaged, please contact our Customer Support team as soon as possible so we can investigate the issue with the shipping carrier.

Right to Refuse Returns

Lovaana reserves the right to refuse any return that does not comply with the conditions outlined in this policy.

Contact Us

If you have any questions regarding returns or refunds, our Customer Support team is here to help. Please contact us using the contact form or email address available on our website.