Refund Policy
About returned goods
To initiate a return, please email us at lutin11project@gmail.com to request a Return.
You will need your original order number, the name of the item(s) you would like to return, and the reason why the item(s) did not work out.
We have a 72-hours policy, which means you have 72 hours after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Please take note that the cost of return will be shouldered by you and that the amount incurred in shipping the items to you will be deducted from the refund amount.
When returning glassware or ceramics, carefully pack the goods to ensure it is not damaged in transit. We are not obligated to accept returns of goods damaged during shipping.
‧Please note shipping charges are non-refundable.
‧We cannot refund duties and taxes paid to clear customs.
‧Please include your tracking number with all returns.
We will let you know as soon as we’ve received your return and processed your refund. It may take up to 14 business days from the date we process your refund for it to reflect on your original form of payment.
‧Products purchased under promotion, such as bundles are not eligible for return.
You can always contact us for any return question at lutin11project@gmail.com.
Shipping cost
Shipping costs are non-refundable in any case.
Please be advised that you are responsible for all shipping and handling costs (outbound and return), and this amount will be deducted from your refund if the return was processed by us.
All return shipping is at the expense of the customer using the courier of your choice. Please include your tracking number with all returns.
We highly recommend purchasing insurance for your return shipment. If an item is returned back to us damaged or broken we cannot refund your purchase.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Please check the product even if you do not use it immediately.
In case of returns, exchanges or damage, please contact us within 72 hours after the item arrives. Damage claims cannot be filed after 72 hours upon receiving the item(s).
‧Although every care has been taken in the inspection and packing, if the product is damaged or soiled, or if it is different from the ordered product, it will be returned or replaced immediately.
Follow these steps to file a damage claim:
* Email several pictures of the damaged merchandise to lutin11project@gmail.com
* Please include close-ups and wide shots of the damage and photograph the box and shipping label, as well.
* In your message, please note your order number and contact information.
* We will work to send you a replacement arrangement.
Also, at the time of replacement, we may be out of stock due to our circumstances. In that case, we will refund.
‧If the product is damaged or the product is wrong, we will bear the full cost of shipping.
‧If you wish to return the product for your convenience, please contact us by email.
Exceptions / non-returnable items
‧Please note that we cannot accept returns or exchanges in the following cases.
‧If the product is different from what you expected
‧Products that the customer himself has damaged or soiled
‧Products that have been used even once
‧Products that have been delivered for more than 72 hours
‧Unfortunately, we cannot accept returns on sale items or gift cards.
‧Refunds does not apply for cost of items purchased during promotional period
‧If customer fails to pick up her/his shipment and/or the products are returned/returning to the country of origin. In such a case, refund via store credit will be possible but the customer must cover a restocking fee.
‧If customer refuses to pay duty and the package is shipped back to us and arrives safely, we will refund you for the amount minus any additional cost of return shipping. If the package is abandoned because duty is not accepted we are unable to refund you for the lost goods. If the product is returned damaged or broken we will not be able to refund you for the lost goods.
‧If somewhere along the way you might have made a mistake such as you have input an incorrect shipping address. In such cases, refund will not apply but we will try our best to liaise with the delivery service provider to locate your item.
‧Only regular priced items may be refunded, unfortunately sale items cannot be returned or refunded.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded with a store credit.
If the returned product has been used, damaged or is otherwise unsuitable for resale, LoveEcru has the right to charge a fee for loss of value up to the full price of the product.
Cancellation Policy
At this time, we do not accept cancellations. We are happy to provide you with a store credit for the full amount of your order.