Return and Refund Policy

Return & Refund Policy

Return Period

You may return your order within 30 calendar days from the date of delivery.

Eligibility Requirements

Returned items must meet the following conditions:

• Unused, unwashed, and in original condition
• All tags attached
• Original packaging intact
• A valid order number or receipt provided

Items that do not meet these criteria cannot be accepted.

How to Start a Return

To request a return, email us at info@lorivaine.com with:

• your order number
• the item(s) you wish to return
• the reason for return

Once approved, you will receive a return label and detailed instructions.

Do not return any items without prior approval.
Unauthorized returns cannot be processed.

Return Shipping

Return shipping must be arranged and paid for by the customer.

Depending on the product type, items must be returned to our facility in the Netherlands or to a designated partner warehouse.
Your return approval email specifies the correct destination.

Returns must be sent with a courier that does not require recipient-side customs clearance.

Damaged, Incorrect, or Lost Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

In these cases, you do not need to return the item.
Simply provide clear photo or video proof, and we will issue a refund or replacement at no extra cost.

Non-Returnable Items

The following items cannot be returned:

• Final sale or clearance items
• Custom or personalised items
• Gift cards and digital downloads
• Hygiene-related items (cosmetics, skincare, etc.)
• Perishable goods (food, flowers, plants)
• Hazardous materials (flammable substances)

If unsure whether a product is returnable, contact us before purchasing.

Exchanges

To exchange an item:

  1. Request a return using the steps above

  2. Once the return is approved and refunded, place a new order for the desired item

We do not offer direct exchanges.

Refunds

Refunds are processed within 10 business days after your return is received and inspected.
Refunds are issued to your original payment method.

Your bank may require an additional 3–5 business days to post the amount.

Refund not received?

If your refund has not appeared within 15 business days, contact us at info@lorivaine.com.

Order Cancellations

Orders may be cancelled within 30 minutes of purchase.
After this timeframe, cancellations are no longer possible due to automatic processing.

UK & EU Right of Withdrawal

Customers in the United Kingdom or European Union may withdraw from the purchase within 30 days, without providing a reason.

Conditions:
• Items must be unused and resaleable
• Proof of purchase must be included

Contact Information

Address:
Pretoriusstraat 35-1
Amsterdam, 1092EZ
Netherlands

Email: info@lorivaine.com
Phone: +31 6 19338596

Company Number: 90594843
VAT Number: NL004827799B62

Customer Service Hours:
Monday to Friday: 9:00 am – 5:00 pm GMT