We want you to be totally happy with your purchase although there may be times when you may request to return the goods.
We are happy to offer store credit upon receipt of the returned goods as we do not offer a refund on a change of mind purchase.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. The cost of shipping the item back to us is the responsibility of the buyer unless the item you received is faulty. The delivery needs to be a signed delivery so we have proof of the arrival of your goods.
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.
To start a return, you can contact us at hello@loveastrid.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Return shipping costs are non-refundable and are at the customer’s expense unless we are responsible for the return.
In some rare cases, cancellation based on a change of mind may incur a cancellation fee of 2.5% of the amount of your order. This fee will be automatically deducted from your refund.
If you have any questions, don't hesitate to email us at hello@loveastrid.com.
Damages and issues
If an item is damaged upon receipt or deemed to be faulty, please call or email us within 24 hours of receipt. Make sure you keep all original boxes and packaging and take documentation (photos) of it.
Exceptions / non-returnable items
Certain types of items cannot be returned, such as:
- Custom orders (such as special orders or personalized items)
- Earrings (health & safety reason)
- Items on sale
- Items that have been worn
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
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 on your original payment method excluding the postage fee.
Please kindly note it can take some time for your bank or credit card company to process and post the refund too.