Refund policy

RETURNS AND REFUNDS POLICY

 Last Updated: 08/21/2023

THIS DOCUMENT CONTAINS VERY IMPORTANT INFORMATION REGARDING OUR REFUNDS AND RETURNS POLICY. BY PLACING AN ORDER FOR PRODUCTS OR FROM THIS WEBSITE, YOU ACCEPT AND ARE BOUND BY THESE TERMS AND CONDITIONS.

  1. Eligibility. We accept returns within 14 days of receiving your order. Items must be in their original condition, unworn, unwashed, undamaged, and with all tags intact, neither removed or re-attached. Additionally, they must include our original brand tags, box, and/or dust bag. Footwear & accessories must be in the original brand box and shipped within a protective box.
  2. Non-Refundable Items. The following items are not refundable.
    • Gift cards;
    • Fine Jewelry are considered FINAL SALE;
    • Home Items are considered FINAL SALE;
    • Bags are considered FINAL SALE;
    • Watches are considered FINAL SALE;
    • Products marked "final sale" when purchased.
    • Products with more than 40% discount.
    • Underwear, lingerie, swimwear (both one-piece and sets).
    • Products that have inbuilt underwear sewn into them;
    • Products returned in a condition other than their original condition;
    • Products returned without their tags attached;
    • Products not in their original packaging;
    • Products that appear to have been worn, products that present smell of perfume, smoke, deodorant, or body odor;
    • Products that are marked or damaged in any way (including products which present fake tan, deodorant and/or makeup residue;
    • Beauty products, if opened;
  3. Return shipping costs are the customer's responsibility for regular returns. Refunds exclude shipping fees.
  4. Processing. Once your return has been received, we will refund you via your original payment method, which can take up to 5 business days to process depending on your bank or payment provider. We reserve the right to decline any item that doesn't meet our criteria outlined above, and we may require you to pay our reasonable postage costs before we return the item to you.
  5. Final Sale Policy. Final sale items include:
    • All sale items discounted at 40% or more are final sale and not eligible for return, exchange, or refund.
    • Hats, underwear, socks, swimwear, gloves and other items listed as not returnable at checkout]
    • Items marked as "final sale" .
  6. Holiday Returns. Extended return period for orders between November 14th and December 16th. Returns can be initiated until January 9th and must be shipped by January 13th.
  7. USA Returns. We offer free returns within the US via UPS mail.
  8. In-Store Returns. Returns at our retail location follow the same policy. Provide the invoice or order number. Refunds process within 3-5 business days, depending on your bank or payment provider.
  9. Exchanges. For size changes, email us at info@ismylova.com. Returns for exchanges should be shipped within 5 days of request.
  10. Cancellations. Orders cannot be canceled after placement. Follow our return procedure instead.
  11. Fraud Policy. To prevent potential fraudulent transactions, billing and shipping addresses must match.
  12. Defective Product Returns.
    • Before shipment, we inspect all of our products to ensure they are in a sellable condition prior to being sent to our customers. In the unlikely event your item is faulty, notify us as soon as possible. If we confirm that the product is defective, you will be eligible for an exchange, credit note, repair, or refund. Misused or damaged goods by the customer won't qualify.
    • To report a defective product, contact info@ismylova.com and provide us with relevant descriptions, information and evidence.
    • Once you submit your return request, we will contact you with details of your return so that you can send the defective product back to us. Returns for defective products are usually processed within 3-5 business days of receipt, and you will receive an email detailing your return once this has been done.
    • We will cover the packaging and postage costs associated with you returning a defective product. In case the returned product does not meet the above criteria for being a defective product, we will charge you any delivery costs.
  13. All international sales are final. No returns or exchanges accepted.