RETURNS AND EXCHANGES POLICY

Returns & Exchanges Policy — Luvian Marelle

Last updated: April 2025

Our Commitment

At Luvian Marelle, we are committed to ensuring you are completely satisfied with your purchase. If something is not right, we want to make it right. Please read our policy carefully so you know exactly what to expect.

Damaged Products

If your order arrives damaged, please contact us within 7 calendar days of the delivery date shown on your tracking information.

To process your request, please include:

  • Your order number
  • A clear photo or video of the damaged product

Once reviewed, we will arrange a replacement at no additional cost. Minor scuffs or dents to outer packaging from transit do not constitute product damage — if the product itself is affected, we will take care of it.

If your parcel appears damaged upon arrival, we recommend photographing the packaging before opening it. This helps us assess the claim accurately and resolve it as quickly as possible.

Damage reports submitted more than 7 days after the confirmed delivery date may not be eligible for a replacement or refund.

Missing Items

If an item is missing from your order, please contact us within 7 days of delivery with your order number and a description of the missing item. We will investigate and resolve the issue promptly.

We recommend checking all packaging carefully upon arrival, as items are sometimes wrapped separately within the same parcel.

General Satisfaction

If you are not satisfied with your order for any reason, please contact us as soon as possible. We review each case individually and will work with you to find a suitable resolution.

Non-Refundable Situations

The following situations are not eligible for a refund or replacement:

  • Orders returned due to an incorrect or incomplete address provided at checkout
  • Orders that failed to deliver due to missing contact information
  • Damage reported more than 7 days after the confirmed delivery date
  • Missing items reported more than 7 days after delivery

Refund Process

Once your refund request has been approved, the amount will be returned to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.

Have a question about your order?

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