Refund / Return Policy
Please read the following policy to understand our return, refund, and cancellation rules. For assistance, contact info@lvness.com.
Contact Us First: Email info@lvness.com within 7 days of delivery and tell us which item(s) you wish to return and the reason. Items sent back without prior approval will not be accepted.
Follow Instructions: After you receive our return instructions, repack the item(s) in the original packaging. Clearly write your order number on the outside of the parcel for faster processing.
Ship the Package: Drop off your parcel at your local post office (or chosen carrier). Customers are responsible for return shipping costs. We do not accept Freight To Collect (FTC) returns.
Refund Processing: Most returns are processed within 7 business days after the package is received. Refunds are issued to your original payment method. Original shipping fees and return shipping costs are non-refundable.
Return Window: Contact us within 7 days of delivery to request a return.
Condition of Items: Items must be unworn, unwashed, unaltered, undamaged, with all original tags and hygienic liner intact. Items showing wear, washing, damage, or alteration are not eligible.
Non-Returnable Items: Clearance items; accessories; customized items (including custom-size dresses); flash-sale items; Black Friday specials; items marked “final sale” or “non-returnable”; and free gifts.
Prior Authorization Required: Returns sent without a proper request/approval may be refused.
Restocking Fee: Returns of 2–3 items (from single or multiple orders) incur a 15% restocking fee. Returns of 4+ items incur a 30% restocking fee. These fees cover inspection, repackaging, and handling costs and are deducted from the refund.
Rejected Packages: If a package is refused/rejected by the customer, a 40% refund of the product amount will be issued after inspection; shipping costs are non-refundable. If you need to return, please accept the package first and then contact us.
Responsibility: We are not liable for return parcels that are lost, damaged, or mis-shipped. Keep your receipt and tracking number. LVNESS is not liable for packages marked as “Delivered” by carriers.
Wrong-Brand Returns: Please double-check before shipping. We are not responsible for the return of non-LVNESS products.
Buy-Many-Keep-One: Because most items are made-to-order, orders suspected to be “buy-many-keep-one” may be cancelled by Customer Service.
Unsuccessful Delivery / Client-Related Issues: If a parcel is destroyed, lost, or returned due to client-related circumstances (e.g., incomplete contact info, recipient absence, incorrect address, or delayed customs cooperation) and the product cannot be recovered, no refund will be issued.
Custom Size Dresses: Custom items are made specifically to your measurements (bust, waist, hips, height, hollow-to-floor) and are non-returnable and non-refundable. Please double-check measurements and color before ordering. We offer limited alteration reimbursement: email a photo of your tailor’s receipt and your order number for assistance.
Personalized & Personal Care Items: Due to hygiene reasons, items such as earrings, lingerie, swimwear, and other personal care products are final sale (no returns/exchanges).
Most dresses are made-to-order; once production begins, materials cannot be reused. You may still have time to change your mind as below (shipping fee here refers to the original shipping charge):
Unpaid orders (no payment received): Auto-cancel after 1 day.
Within 24 hours of payment: 100% refund.
24–72 hours after payment: 80% refund + any paid shipping charges (if applicable).
72–120 hours after payment: 50% refund + any paid shipping charges (if applicable).
More than 120 hours after payment: Refund of any paid shipping charges (if applicable) only.
After shipment: Cannot be cancelled.
Customers are responsible for all return shipping costs. Original shipping fees are non-refundable.
Most refunds are completed within 7 business days after we receive and inspect the return.
Refunds are issued to the original payment method.
Where no original shipping fee was charged, only the return postage paid by the customer applies.
Return: The process of sending the purchased item back to us.
Exchange: Exchange service is currently unavailable; please return and reorder if needed.
Refund: Money returned to your original payment method after a valid return or order cancellation (full or partial).