Order Cancellation Eligibility Window
Since all our products are handmade and will be made-to-order in 7 business days after your order is received, we can only accept cancellation request within 48 hours after your order is placed. Any cancellation request received after the 48-hour period will be subject to all material/labor costs incurred as at that date.
We will use all our efforts to make sure the item we tailor for you can meet your expectation. However, we also understand that sometimes you may need to change to a different size due to changed situations, or simply would like to get another style you just love on second thought. To request an exchange (or alteration), please contact us at Service@Luvenza.com. Our customer service agents will guide you through the Easy & Free Exchange* process in 48 hours after receiving your email. Please be sure to check your junk mail box if you don't hear from us in 48 hours.
*Easy & Free Exchange - we do not charge any fee for exchange or alteration, and we will also bear the shipping cost for sending the exchanged/altered item back to your original shipping address. However, you may incur extra cost when sending the original item back to us for exchange or alteration. Please contact your local postal service to inquire about the shipping services available in your region.
** Alteration service is offered at no extra cost for up to 3 alteration requests. Exchange to a different size is offered at no extra cost for up to 2 exchange requests. Exchange to a different style is offered at no extra cost for up to 1 exchange requests. Any subsequent alteration/exchange request will be subject to surcharges or may be declined.
To return an order, please contact us at Service@Luvenza.com within 7 days after your order is delivered. Our customer service agent will respond in 48 hours to provide you with your Return Merchandise Authorization (RMA) code and to guide you through the return process. Please be sure to check your junk mail box if you don't hear from us in 48 hours.
Due to the nature of our products (handmade and made-to-order), we will have to charge a 20% restocking fee on all returns. Return request can be accepted within 7 days after an order is delivered. At this time, we won't be able to accept returns on any customized or personalized item.
Shipping cost will be submitted to the courier or postal service at the time of dispatching. Therefore, we won't be able to refund your shipping cost for all returns.
Your order will be dispatched directly from our dedicated workshops, therefore, returns will need to be sent to the original workshop that tailored your item. You can find that address in the Tailoring Card included in the package and also in the email instructions you receive from our customer service agent.
Please make sure the returned item is in its original condition and not damaged. We won't be able to process your refund if the returned item is damaged. We highly recommend using a trackable service to return the item because if your return package is lost in mail, we won't be able to process your return and refund.
Refund will be processed in 5 business days once the returned item is received and inspected. You will also receive an email notification once the refund has been processed.
Import Duty and Tax
Our prices do not include any import duty or local tax that may be levied by your local government. Customers will be liable for any duty/tax levied in connection with a shipment in the destination country.
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