FAQ

1. What are the delivery options?

£6 for standard UK delivery.

International charges vary depending on parcel size and location.


2. How do I get free delivery?

We don't currently offer free delivery, however sign up to our newsletters as we do sometimes have special offers


3. When will my order be delivered?

 

PERSONALISED garments can be expected to be dispatched after approximately 21-28 working days. Please note that this is a guide/estimate, each order is processed as quickly as possible but sometimes we may be delayed if we need to wait for an item to arrive. Please take this into account when ordering at peak times. We have an estimated date range on each product to help, located at the bottom of the 'add to cart' button. If you require sooner please email hello@lovelei.uk and they will do their best to accommodate

If you select the standard UK delivery service, once dispatched we aim to deliver in 2-3 days but we do ask customers to allow up to 7 working days for delivery.

PRE ORDER items can be expected approximately 28 working days after ordering. All pre orders are dispatched immediately once received at Lovelei.

Non Personalised items are dispatched as soon as possible. All of our items are made to order. Non Personalised items can not be cancelled or returned. We will try to dispatch non personalised as soon as the items are made however this may take up to 28 working days to dispatch. The website does not reflect current stock levels

Christmas Orders placed after 28th November 2021 are not guaranteed to be delivered in time for Christmas. Orders take approx 28 working days to dispatch unless otherwise agreed 


4. How will I know my goods have been dispatched?

As soon as we have dispatched your order, you will receive an email from us confirming the details of your purchase and the delivery method you have chosen. Your dispatch confirmation will also contain details of how to track the progress of your delivery. You can also login at any time to see the status of your order. 


5. How can I track my order?

Tracking details of your order will be emailed to you with your dispatch confirmation. Alternatively, if you are a registered customer, these details can also be located within your order history, simply by logging into your account area and viewing your order.


6. How are the products personalised?

Most of our products are personalised using industrial heat presses. It provides a much better effect as the personalisation on the garments lies flat instead of gathering the fabric improving their appearance. 


7. I want to send a gift to someone but don't want them to see any invoice or price. Will there be an invoice in the package?

No. We do not include any invoice or any price in the packaging as most of our customers send direct to the recipient.
For International orders, we are sometimes legally required to display the contents and price of each parcel to customs. We do not pay any customs duties or tax.


8. What will happen if I miss the delivery?

All deliveries made by our courier service will require a signature. Please ensure that there will be somebody available at the delivery address who will be able to provide this. In the event that you should miss your scheduled delivery, the courier will leave a 'while you were out' card where you will have the option to re-arrange delivery or collect from your local sorting office. Should the courier be unable to complete delivery and the parcel has been left at the depot for over 1week, your order will be returned to us. In these cases Lovelei reserve the right to charge you again for any re-send costs that we incur. Once the parcel is handed over to the courier it is the seller and couriers responsibility 


9. What if I no longer require the order or need an exchange?

If the order has been damaged in any way then please get in contact within 2 working days of receiving the order. We will replace the products if they have been damaged. However, due to the nature of personalised/made to order products, exchanges and refunds are not available unless it is a fault on our part. Postal costs will need to be covered by you if you are returning for an exchange. Please refer to our online returns policy for full details. All items on offer can not be returned/exchanged including free product offers


10. Do you deliver outside of the UK and how long does it take to send to different countries?

We do deliver outside of the UK. If you select your products as normal and then in the shipping section of the checkout, please change the country to your preferred location.

Orders to Europe normally take 4-7 working days to arrive. Note these are estimates and we cannot be held responsible if the courier takes longer to get the order to you 

Orders outside of Europe normally take 5-10 working days to arrive. Note these are estimates and we cannot be held responsible if the courier takes longer to get the order to you 


 


11. I would like to make a change to my order

If you would like to amend your order, email us at customerservices@lovelei.uk  within 30 minutes of placing the order.

Please include your order number and the change(s) in which you would like to make.

Please note that we cannot guarantee amendments submitted after 30 minutes and even if changes have been agreed we will not be held responsible if these are not adhered to, we will do our best but with many departments changes cannot always be picked up

12. Can I cancel an Order?

Orders cannot be cancelled after the 24hr cooling off period as items are made to order, we may have ordered items with suppliers/manufacturers and the order is well under way, if personalised, text could also be printed

13. If I order non personalised robes/pyjamas and want to return them will I get a refund?

Sorry no, we do not refund, we will exchange or issue credit note. All items are made to order.


14. Which side of the robe and pyjamas do you print on?

We print the personalisation on the left hand side of the garment which an be seen in our images

15. Do you print characters eg, circumflex, acute accent, grave accent, ring, umlaut?

You need to contact us if your name has any kind of accent as we do not always see it on paperwork  when printed it can be very small and not seen, so if we print and it is not detected and the name is sent wrong then the fault is yours not ours, so please contact us if the name needs any additions

16. My wedding date has changed or cancelled due to Coronovirus, can I cancel?

I'm afraid we are unable to cancel any orders once placed, however we are more than happy to postpone dispatching. Please notify as soon as possible. We can not help if the order has already gone into print but we will do our best where possible. We can of course change the dates on items if they have not been printed/processed if you have decided to postpone your wedding to a different date. 

 17. If you are not selling the style of robe/pyjamas  I  purchased on the website can I still return the item?

Sorry if the style of robe/pyjamas are not available on our website they have been discontinued, we cannot accept returns for exchange or credit note on this occasion 

 18.  Can I use a discount code on Express Upgrade?

Sorry no the discount codes can only be used on the website but does not include Express Dispatch, full prices for robes will be charged.