Our Quality Guarantee & Return Policy

At Luvly, we take great pride in the quality and craftsmanship of our products. Because every single item in our store is made-to-order and specifically produced for you, we have a clear policy to ensure the best service.

1. Custom-Crafted: Final Sale

Please note that all our products—including those without specific custom names or photos—are exempt from the standard right of return and exchange. Each item is uniquely manufactured and printed based on your individual order. Because we do not hold stock and every piece is a bespoke creation, they cannot be resold.

Therefore, we cannot accept returns or offer refunds for:

  • Change of mind or "buyer’s remorse."

  • Non-personalized items (as they are still custom-printed specifically for your order).

  • Incorrectly entered details (names, dates, or photos provided by the customer).

  • Selection of the wrong size or color (please refer to our size charts carefully before ordering).

2. Damaged or Defective Items: Our 100% Fix-It Promise

Your satisfaction is our top priority. If your order arrives damaged, defective, or if we made a manufacturing error, we will make it right!

  • Reporting Window: Please contact us at support@luvly-shop.com within 14 days of delivery.

  • What we need: Please include your order number and clear photos of the damaged product and the packaging.

  • The Resolution: Once verified, we will arrange for a free replacement or a full refund immediately. Luvly covers all shipping costs for defective items.

3. Order Cancellations

To ensure fast delivery, orders enter the production process almost immediately. You can request a cancellation within 2 hours of placing your order. After this window, we have already started crafting your unique piece, and the order can no longer be modified or canceled.

4. European Union 14-Day Cooling-Off Period

For our customers within the European Union: Please be advised that according to EU Consumer Rights, the statutory 14-day right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalized. For all other non-custom items, the standard 14-day period remains active.

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