Frequently Asked Questions

Everything you need to know about shopping with lovloly.

Can’t find your answer?

Contact us: /pages/contact

Orders

Can I change my order?

Contact us as soon as possible at shoplovloly@gmail.com

We will try to help before processing progresses, but changes are not always possible.

Can I cancel my order?

Cancellation requests must be submitted as soon as possible.

We cannot promise cancellation once processing has started.

Why haven't I received an order confirmation?

Check:

• Your spam or junk folder
• The email address entered at checkout
• Whether your payment completed successfully

If you still cannot locate it, contact us.

Can my order arrive in separate parcels?

Yes.

Some orders may contain products dispatched separately. If this happens, your items can arrive at different times and may have different tracking numbers.

You should not be charged additional shipping solely because we divided an eligible order into separate shipments.

Shipping

How long does shipping take?

Processing normally takes approximately 1-2 business days.

After dispatch, estimated delivery ranges are:

• Australia & New Zealand: 12-19 business days

These are estimates, not guaranteed delivery dates.

See /pages/shipping-delivery.

Will I receive tracking?

Tracking is provided where available.

You will normally receive tracking information after your order has been dispatched.

Why has my tracking not updated?

Tracking systems sometimes take several business days to display the first scan or update between checkpoints.

If tracking has not moved beyond 5 business days, contact us.

Will I have to pay customs fees?

International orders may be subject to taxes, duties or customs charges imposed by the destination country.

See our Shipping & Delivery page for details.

Returns

What is your return window?

Eligible items can be returned within 3 days after confirmed delivery.

Can I return something because it does not fit?

Eligible unworn apparel may be returned subject to our return conditions.

Check /pages/size-guide before ordering.

Who pays return shipping?

Return shipping is your responsibility, except where applicable law or our damaged/incorrect-item policy requires otherwise.

When will I receive my refund?

Approved refunds are sent to the original payment method.

Your bank or payment provider may require additional processing time before the funds appear.

Full details:

/pages/returns-refunds

Payments

What payment methods do you accept?

Available methods are displayed securely during checkout and may include:

• Major credit cards
• PayPal
• Shop Pay
• Apple Pay
• Google Pay

What currency will I be charged in?

Prices are displayed in AUD unless our store or your selected market shows another supported currency.

Your financial institution may apply currency conversion or international transaction fees.

Is checkout secure?

Shopify and our enabled payment providers use security measures designed to protect payment information during checkout.

Product

How do I choose my size?

Check the sizing information on the individual product page and our Size Guide:

/pages/size-guide

Sizing can vary between products, so do not rely only on the size you usually buy elsewhere.

Will colours look exactly the same in person?

We aim to represent products accurately, but screens, lighting and photography can affect how colours appear.

How should I care for my item?

Follow the product's care label first.

You can also read our general Care Guide:

/pages/care-guide

Will sold-out items return?

Some products may be restocked, while others may not return.

Account

Do I need an account to order?

No, unless your Shopify configuration requires one.

Where guest checkout is available, you can complete your purchase without creating an account.

What are the benefits of an account?

Depending on enabled Shopify features, an account may allow you to:

• View eligible previous orders
• Access order information
• Save account details
• Manage eligible profile information

I forgot my password. What should I do?

Use the password reset option on the account login page.

How do I update my information?

Sign in to your customer account or contact us if you need assistance.

Still Need Help?

Contact lovloly

/pages/contact