Refund policy
Return & Alteration Policy
At Lovexxjen, we strive to ensure you are happy with your purchase. Our return and alteration policies vary depending on whether your item is custom-made or ready-to-order.
Custom-Made Products
Custom-made products are uniquely tailored to your specifications and therefore cannot be returned. However, if your item does not fit as required, we offer one round of alterations free of charge to ensure a better fit.
To request an alteration, please contact us at info@lovexjen.com within 30 days of receiving your item. We will provide instructions on how to proceed. Items sent back without prior approval will not be accepted.
Shipping costs for alterations (sending the item from the customer to us) must be covered by the buyer.
Ready-to-Order Products
We have a 30-day return policy for ready-to-order products, meaning you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be unused, unworn, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, contact us at info@lovexjen.com. Please note that returns will need to be sent to the following address: Flat 8, Garraway House, SE218PD London, United Kingdom. If your return is accepted, we’ll provide further instructions. Items sent back without prior approval will not be accepted.
Shipping costs for returns must be covered by the buyer. We do not provide return shipping labels.
Damages & Issues
Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or incorrect, so we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
We do not accept returns on the following:
- Custom-made products (alterations available if the fit is incorrect)
- Sale items or gift cards
- Perishable goods, personal care items, hazardous materials, or flammable liquids
If you have questions about whether your item is eligible for return, please contact us.
Exchanges
For ready-to-order products, the fastest way to exchange an item is to return the original and place a new order once your return is approved.
Refunds
Once we receive and inspect your return, we will notify you of approval or rejection. If approved, a refund will be issued to your original payment method within 10 business days. Please note that processing times may vary depending on your bank or credit card provider.
If more than 15 business days have passed since your refund was approved, please contact us at info@lovexjen.com.