FAQs

1. What is the shipment timeline?

• Orders are usually processed & shipped out within 5 working days unless they are pre-orders. Depending on your country of residence, delivery will take 3 to 30 days to reach you. Some regions may take a longer time for custom clearance. 
• Orders placed on Saturday and Sunday will be processed on Monday.

2. I did not receive any email confirmation?

Check if it went into Junk mail and email us if you are unable to find it.

3. Do I need to pay if I want to return my items?

Yes, we do not provide free returns at the moment. Read here to understand our Returns Policy.

4. Can I exchange or refund if item does not fit?

You are eligible for exchange or refund for certain items. Read here to understand our Return Policy.

5. Will I be charged customs and import duty fees for my package?

The shipping fee paid during checkout is not inclusive of customs and import duties. You will be charged if there is any fees involved.

In most countries, any customs or import duties are only charged when the parcel arrives its destination. Lovefreya Pte. Ltd. does not have control over these charges hence we are unable to include it in the shipping fee or advise how much it cost as it varies between countries.

In order to avoid unplanned expenses, you may check with your local customs before placing an order.

6. Are there shipping fees involved?

Yes. You are able to choose from different affordable shipping fees before checkout.

7. Do you have any physical stores?

No, everything is online.

8. Which country do you ship to?

We ship worldwide. You will be shown your regions's available shipping rates before checkout, after you enter your address.

9. How do I know if the item fits me?

We go by standard US sizings. You may choose the sizes based on your usual clothing fit or view the recommended Size Chart. 

10. Can I self-collect my order?

No, we do not provide self-collection service at the moment. 

11. Do you provide Same-Day delivery?

Yes. For certain regions only. Service is available if you see the option upon checkout. Fees apply.

12. Why does the discount code not work?

Most of our discount codes are non stackable. If you have chosen a Sale item, there will not be any further discount.

13. Can I pre-order sold out items?

No, if it is shown as sold out, they will not be available to order.

14. Why did my order arrive in random boxes?

In our effort to make the world a greener place, we may reuse boxes if you did not select a giftbox option. Read the full article here.

  

Terms & Conditions

LOVEFREYA PTE. LTD. reserves the right to amend any policy or terms and conditions at any time without prior notification.
In the event of any form of dispute, LOVEFREYA PTE. LTD. has the right to the final decision.