FAQ

Can I exchange items online?

Items purchased online can be refunded through our online process. Visit our Returns & Exchanges page to begin your return! If you wish to exchange an item you purchased online you will need to do so at your closest Lovisa store.

What payment methods does Lovisa use?

Lovisa accepts payment via Credit or Debit card, as well as E-Gift Cards.

Are there any added charges for using Credit Card? 

No, there are no surcharges or additional fees when paying via Credit Card.

Why was my order partially refunded?

Can I order over the phone?

No, Lovisa cannot process orders or payments via phone.

Can I place a bulk purchase order?

To enquire about a bulk purchase order please contact our Support Team at info@lovisa.com or use our live chat feature. Unfortunately, wholesale orders are unavailable at this time.

I haven’t received my order confirmation email.

If you do not receive your order confirmation email after 30 minutes please contact our Customer Service Team at info@lovisa.com.

Can I make changes to my order?

Unfortunately, once check out is complete and your order has been confirmed we are unable to make any amendments. If you have any concerns please contact us via the Contact Us page on our website.

Can I cancel my order?

Our team cannot guarantee amendments or cancellations to your order, however if you have just placed your order you can contact our Support Team via info@lovisa.com and we will assist as best we can.

My item(s) is wrong, damaged or missing.

Ensure you check your items against your order confirmation. If you have received the wrong item, your item is damaged or there is an item missing, please contact our Support Team at info@lovisa.com.

How long does delivery take?

Lovisa offers standard shipping in Singapore. Please see approximate delivery times at our Shipping & Delivery page.

Does Lovisa ship internationally?

Yes! We ship to Indonesia, Japan, Hong Kong, South Korea, Philippines, Macao, Taiwan, Thailand and Brunei. However, we have stores all around the world. Please use our Store Locator to find your nearest Lovisa store! 

My online order hasn’t arrived yet.

If you have any queries in regard to the whereabouts of your parcel, you can contact us at info@lovisa.com.

Do you require a home address for delivery?

We deliver to home, work and P.O Box Addresses. If you are using a work address please ensure you include any delivery details so the courier can find your location easily, e.g. company name, street of entrance, level number.

How do I know if my order has been dispatched?

Once your parcel has been collected and scanned, you will receive an email notification. 

Can I return a faulty item outside of 30 days?

Absolutely! If you change your mind you may return product with the original receipt. Without your receipt we will happily exchange. For further information please contact our Support Team at info@lovisa.com.

Do I need to return my product to the same store I purchased it from?

No, you do not need to return to the same store for Change of Mind or Faulty returns. You are welcome to take your item back to any Lovisa store for a refund or exchange, in line with the Lovisa Returns Policy.

Do I need my receipt to return an item?

Lovisa requires your proof of purchase/online order confirmation to refund you. Without proof of purchase we are unable to offer a refund. If you no longer have your receipt you are welcome to exchange for an item of equal or lesser value. 

I want to return my item but do not live near a Lovisa store, what can I do?

Please get in contact with us by emailing info@lovisa.com

Can I return my online order to a Lovisa store?

Absolutely! You can return your online order in any Lovisa store in the country of purchase, provided you have your order confirmation as proof of purchase. You can also return your in-store purchases through our online returns process.

Can I return an item purchased with a e-gift card?

We do not offer refunds on items purchased via e-gift card. If you have changed your mind or your item is faulty you can exchange the item in store.

Can I return a e-gift card?

We do not offer refunds or exchanges on e-gift cards. The e-gift card must be redeemed in store or online.

Can I return an item that has been exchanged?

We cannot offer a refund or exchange if your item has been previously exchanged, unless the item is faulty.

I can’t find the product I want online.

If you can’t find the product you want online you can contact your closest store to check stock levels. You can find store numbers on our website using our Store Locator!

How can I best take care of my items?

Our fashion jewellery ranges are made of alloy and then plated for colour. We advise you not to wear your fashion jewellery in water, when using cleaning products, lotions or perfumes. These chemicals can cause tarnishing. We also offer polishing cloths in store and online. For further details please see our Love & Care page!

Are your products Nickel free?

All Lovisa jewellery has Nickel release rate less than, or equal to, 0.5 micrograms per square centimetre, per week. Under REACH regulations our jewellery is compliant due to low Nickel content.

Is your jewellery hypoallergenic?

Whilst still meeting the REACH regulations, our "Hypoallergenic" labelled items do not have mixed metal plating on the post, which sensitive ears can react to. It is unlikely to cause a reaction, however we do recommend those with sensitive skin to use our Sterling Silver, Surgical Steel and Titanium jewellery. These are the kindest to skin as they are a pure metal with a low mix of other alloys.

Is your Sterling Silver genuine?

All Lovisa Sterling Silver is certified and tested to meet the true fineness of 92.5% pure silver. Please note Sterling silver is still an alloy and 7.5% will be made of other elements. This collection should be avoided if you are allergic to Copper. All earring posts in the Sterling Silver collection are certified 925 Sterling Silver and are suitable for piercings.

How do I know if the item will fit?

At Lovisa we try our best to accommodate for all customers and create comfortable products! Each item should detail individual measurements. For further clarification, you can view our Size Guide to ensure you’re buying the best fit for you.

Where can I purchase a Lovisa Gift Card?

Gift cards can only be purchased and redeemed in store and only in the country of purchase. 

Where can e-Gift Cards be redeemed?

Lovisa e-Gift Cards can be redeemed online and in store in the country of purchase. 

How does the e-Gift Card work?

Simply purchase an e-Gift Card online here, enter the relevant details, and this e-Gift Card will be sent via email to the recipient.

Can I use my e-Gift Card in store?

If you wish to redeem your e-Gift Card in store, this is only available for stores located within Singapore.

How can I get stock information on jewellery I want to purchase?

Our Customer Support Team are here to help! For any in-store or online product enquiries please contact our Customer Service Team at our Contact Us page. If you have a photo of the item you are enquiring about please attach it so we can assist you as best we can!

How can I work as an influencer with Lovisa?

We want to hear from you! You can apply here.

How can I work with Lovisa?

Apply today! If you are interested in working with Lovisa you can search for current opportunities at our Join Our Team page.

What is the best way to contact Lovisa?

Our team work to be available as often as possible. If you would like a Lovisa representative to contact you send us an email at our Contact Us page.

How do I unsubscribe from Lovisa?

Easy! There is a button to unsubscribe at the bottom of all emails sent by Lovisa. Click that button and follow the instructions!