Returns & Refunds
We hope you fall in love with your Love Letters x purchase. If something isn’t quite right, eligible items may be returned within 14 days of receiving your order.
Returns
Full-priced and sale items may be returned for a refund within 14 days of receiving your order, unless the item is specifically marked “Final Sale”.
Items marked “Final Sale” cannot be returned, exchanged or refunded for change of mind. This does not affect your rights in respect of faulty, defective or incorrectly supplied items.
Purchases made using a promotional or discount code remain eligible for return unless the item is specifically marked “Final Sale”.
To arrange a return, please email us at info@lovelettersx.com with your order number and details of what you would like to return. We will provide you with return instructions.
Returned items must be in their original condition with all tags attached. Items must be unworn, unused, unwashed and unaltered. We reserve the right to decline a refund for an item returned used, soiled, worn, washed, scented, altered or damaged, and may return the item to you at your expense.
All items are quality-controlled before dispatch. Once we receive your return, it will be inspected before a refund is issued.
Eligible items returned outside the 14-day return period will not be eligible for a refund or credit, except where you have rights under applicable consumer protection law.
UAE Returns
For change-of-mind returns within the UAE, return shipping is at the customer’s expense.
We can arrange collection for you, or you may return your purchase directly to us in accordance with the return instructions provided by our Customer Care team.
If you originally received complimentary next-day delivery, AED 27 will be deducted from your refund to cover the original delivery cost.
Original shipping and delivery charges are non-refundable for change-of-mind returns. Any refund issued will therefore be for the price paid for the eligible returned item(s), less any applicable return or delivery charges.
International Returns
International customers may return eligible items within 14 days of receiving their order.
Please contact info@lovelettersx.com before returning your purchase so that we can provide you with the correct return instructions.
For international change-of-mind returns, the cost of returning the item to Love Letters x is the customer’s responsibility.
We strongly recommend using a tracked and insured shipping service. Love Letters x cannot be responsible for returned parcels that are lost, damaged or delayed before they are received by us.
Original international shipping or freight charges are non-refundable for change-of-mind returns. Refunds will be issued for the price paid for the eligible returned item(s) only.
International Duties, Taxes & Customs Charges
Customers are responsible for any customs duties, import taxes or similar charges that may apply to an international order, except where these charges are expressly stated as included at checkout.
Customs duties, import taxes and other fees paid to customs authorities, couriers or other third parties cannot be refunded by Love Letters x.
Depending on your country, you may be able to apply directly to your local customs authority for reimbursement of duties or taxes relating to returned goods.
When returning an item internationally, please follow the return instructions provided by us and, where appropriate, identify the shipment as returned goods.
Any customs duties, taxes or clearance charges incurred by Love Letters x as a result of an incorrectly declared return may be deducted from your refund where permitted by applicable law.
Refunds
Once your return has been received and inspected, approved refunds are processed by Love Letters x within 24 hours.
Depending on your bank, card issuer or payment provider, it may then take up to 10 working days for the funds to appear in your account.
Refunds are issued only to the original payment method.
Faulty, Defective or Incorrect Items
If you receive an item that is faulty, defective or different from what you ordered, please contact our Customer Care team at info@lovelettersx.com with your order number and details of the issue. We may ask you to provide photographs so that we can assess the issue and arrange the appropriate next step.
Where an item is confirmed to be faulty, defective or incorrectly supplied, you may be entitled to an appropriate remedy, which may include repair, replacement or refund, in accordance with applicable consumer protection law.
Reasonable return shipping costs for confirmed faulty, defective or incorrectly supplied items will be covered by Love Letters x.
Your statutory rights in relation to faulty, defective or incorrectly supplied goods are not limited by the 14-day change-of-mind return period above.
Personalised Items
Personalised, monogrammed or embroidered items cannot be returned, exchanged or refunded for change of mind.
This does not affect your rights where an item is faulty, defective, incorrectly supplied or has been incorrectly personalised by Love Letters x.
Consumer Rights
Nothing in this Returns & Refunds Policy excludes, restricts or limits any rights or remedies available to you under applicable consumer protection law.
