Order Issue
1.Why didn't I get an email about my order being shipped?
Normally, an email with your tracking number will be sent to your account email address once the order is shipped out.
If you did not receive this email, you can check the following situations:
1. Please check whether the email address you used to placed the order is correct.
2. Please check your junk folder to see whether the email was misplaced.
3. Please check the order status in your account to see whether it is shipped.
2. Can I change or modify my order?
Please note that we only accept order changes within 12 hours of placing an order, and order cancellations within 3 days. If you cancel your order after 3 days, we will charge 20% of the order value as a processing fee.
If you would like to cancel an order, please refer to the order details or order confirmation email.
Please contact customer service before we process your order to avoid additional charges; once your order leaves our warehouse, we cannot make any changes to your order, you must wait until it arrives. Once your order is delivered, you have 30 days to request a return for a refund if the order was not paid for with store credit. Please refer to our return policy for details : Return and Exchange Policy – Loviy
3. How do I cancel my order?
We accept order cancellation before the product is shipped or produced. If the order is cancelled you will get full refund. We cannot cancel the order if the product is already shipped out.
Please note that orders can only be cancelled within 3 days. Please feel free to contact our Customer Care Team (support@loviy.com)
4. How do I update my billing address?
Your billing address was set when you registered your bank account. Please contact your card issuer if your billing address needs to be updated.
5.Is the packaging & payment discreet?
Yes, your privacy is important to us. We use unbranded packaging materials, the sender field on our shipping labels will say "Loviy" instead of "Loviy Intimates".
6.What is the status of my order?
Once you have placed your order, we will send you a confirmation email, it takes us 1-2 business days to ship your order out.
Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order.
7.I have a special event planned, do you offer rush shipping?
We offer express 1 day shipping, it is pricey but has a guaranteed delivery time. If you have any special request, we will try our best to help you! Don't panic, send us an email and we will get back to you within hours. If the product is in stock, it can be shipped the same day if the order is placed before 3pm.
8.Where do you ship?
We currently ship world wide, free shipping for all orders from $29.99+. We use USPS or DHL for our international service.
9.What payment methods do you accept?
You can pay with Visa, Mastercard, American Express, and UnionPay (debit or credit).
We also support Apple Pay, Google Pay, Shop Pay, PayPal, Bancontact, and iDEAL at checkout.
10.Will I pay taxes for international shipping?
Our delivery partner will handle the clearance and will invoice you in local currency for the duties and taxes linked to your order if requested by customs.