SHIPPING & RETURN POLICY
Free shipping to Spain on all orders, except during the sales period or when buying outlet items, our masks or our orange & cedar fragrance.
For all other countries please see the list below. All shipping costs are including VAT.
For more than 200€ orders, worldwide shipping will be free.
|SHIPPING ZONE||SHIPPING COST||COMPANY||DELIVERY TIME*|
|SPAIN (SALES PERIOD AND OUTLET)||6,00 €||MRW||2-3|
|EU, UK||10,00 €||FEDEX/MRW||2-3|
|CANADA, EEUU||20,00 €||FEDEX||2-4|
|NORWAY, SWITZERLAND, ICELAND, GREENLAND
|EASTERN EUROPE **||50,00 €||FEDEX||3-4|
|EAST ASIA, AUSTRALIA, NEW ZEALAND||30,00 €||FEDEX||3-5|
|SOUTH AND CENTRAL AMERICA, CARIBBEAN||30,00 €||FEDEX||2-4|
|MIDDLE EAST, NORTH AFRICA, INDIA||40,00 €||FEDEX||2-4|
|AFRICA, CENTRAL ASIA, POLINESIA||40,00 €||FEDEX||5-8|
* Working days
** Orders to Russia should not be over 1.000 €
The order delivery will be done at the designated user delivery address. The provider will not be liable in case of an unsuccessful delivery as a result of false information provided by the user, inaccurate or incomplete, or if the delivery cannot be done for reasons beyond the control of the shipping company, like the absence of the consignee.
Notwithstanding the above, the service provider will adopt all the measures that a diligent service provider can take in order for a timely delivery. In case it is not possible it will be done as soon as possible, trying to please the customer, so there will be no liability against the provider.
Shipments of online orders will be sent via the following courier companies:
· MRW for national and Portugal shipments.
· Fedex for international shipments.
Orders will be delivered within 2-7 working days from the order confirmation.
The shipping costs will be shown duly separated in the final sale price. For shipments to the Canary Islands, Ceuta or Melilla and all over the world except EU, the customs duties and taxes shall be born by the end user and will not be included in the selling price.
The customer must notify LOVAT&GREEN all non-receipt orders over 10 business days, through firstname.lastname@example.org account.
For any other information about orders, the user will contact customer service by phone at +34 944 714 828 or by the email specified above. In both cases the user must indicate in the subject line or to the telephone operator, the order number assigned and indicated in the confirmation of the purchase email.
Once the user receives the order he must ensure that everything is in accordance with the request. If there is any discrepancy or issue with the order, he must contact LOVAT&GREEN by email, providing his personal details, order number and detail of the matter. Within a maximum of 5 working days the provider will contact the user to solve the problem.
Exchanges and returns. Right of withdrawal.
Once the purchase has been received if the user is not satisfied with the product, LOVAT&GREEN will allow refunds within fourteen (14) days from the date of receipt as long as the product has not been used or damaged. LOVAT&GREEN does not accept exchanges or returns of items damaged or used or without original packaging, unless it is faulty.
Changes of different colour or model will be allowed, as long as the new scarf was available in the stock.
We only return the money inside the UE.
In case of exchange, the return shipping cost and the new shipping cost will be supported by the client. In the event that the user wants to exchange an item for another, he shall proceed to return it for a full refund and place a new order.
For returns, user should contact first through the CONTACT tab in our web (CONTACT FORM & CUSTOMER SERVICE), specifying on Subject: Return and order number with a brief explanation about the reason of the return and if the user wants to return the product and exchange for another or a refund (only in EU orders).
The exchange or refund may be done by mail (we recommend certified mail or with acknowledgment of receipt) to the following address:
Henao, 13 – 3ºA
48009 Bilbao – Spain
Office hours: 9.00 am-15.00 pm
All returns should be done in original packaging.
Upon receiving the product/s, LOVAT&GREEN will verify that they are in good condition and will proceed to sending the required item or will request the bank to reverse the charge in the credit card if the user requested reimbursement. The shipping costs of the products exchanged shall be borne by the user, and in no case LOVAT&GREEN will pay for any shipping.
In case LOVAT&GREEN had mistakenly sent a different item than the requested, the provider, after checking the mistake, will solve the issue sending the right product and sharing the shipping costs of the wrong items after the user has submitted the proof of the return shipment costs.