FAQs
Most of the answers you want to know can be found here!
Order Issues
Why haven’t I received my order confirmation email yet?
It may be because your email address was entered incorrectly at checkout. Get in touch with us,
, by providing your full name, email address and the country you placed the order in and we’ll assist you.
What do I do if I receive the wrong item in my order?
We are sorry to hear you received the wrong item in your order! Please report your order issue to our team via email for further assistance. Include a photo of the item received and the name of the missing item(s). Please double-check the package for
What do I do if my item(s) arrives damaged?
We’re sorry your item(s) have damage!. Some items break during shipment. We’ll do our best to help. Please email our team with an image of your damaged item for further assistance. While we may not be able to guarantee your exact order is replaced du
My order was marked delivered but it’s not here.
If no one was home at the time of delivery, the carrier will leave the package in a safe location. Be sure to check around your home and with neighbors/building management who may have collected the package for you. Also, please double-check the ship
Why was I partially refunded?
While uncommon, from time to time we have influx of customers all hoping to order the same item at the same time, particularly sale items. We realise when attempting to fill these orders that unfortunately, we can’t fulfill them all. Note:. When this
I am missing an item from my order, what should I do?
We are so sorry that you are missing an item from your order. Please get in touch with us via email so that we can best assist you.
My item is now faulty, what should I do?
We’re so sorry to hear your Lovisa item is now broken or damaged. Please contact us via email with your order number, a photo of the item and the name/product code of the item and we’ll do our best to resolve this for you.Alternatively, head into sto
I received a broken or faulty item.
We’re sorry to hear that you’ve received a faulty item. Please contact us via email with your order number, a photo of the item and the name/product code of the item and we’ll do our best to resolve this for you.
Order Changes
Can I cancel an order?
If your order has not been dispatched, you may be able to cancel your order. Please email our team with your cancellation request as soon as possible. You will receive confirmation of your cancellation if we’re able to make it happen. After this peri
Can I edit or add anything to my order?
Once an order is placed, we are unable to make changes to the order. However, if you need to update your shipping address or contact information, please contact our customer service team immediately after placing your order.
I need to change my delivery address.
If your order has not been dispatched, you may be able to change your delivery address. Please contact us via email as soon as possible with your order number and the new address.
Delivery & Pick Up
How do I track my order?
Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page. Tracking information may not be immediately available after your
What if my package gets lost or arrives damaged?
At Lovisa, we strive to ensure every order reaches you in perfect condition. In the event that your order is lost during transit, please reach out to our customer support team at michelle@glidinggrace.com with your order number and we’ll do the best we can to
Do you offer free shipping?
We offer free Standard Delivery on all orders in Australia!
What is the shipping timeframe and cost?
Why was my delivery returned to sender?
If your parcel has been returned to our warehouse it may mean there was an issue with delivering your parcel due to an insufficient shipping address or nobody home to accept the parcel. Our Customer Care Team will be in touch with you once the parcel
Why have I not received my order yet?
If you haven’t received your order just yet, it may mean it is still in transit to you. For more information on the status of your order, just get in touch, michelle@glidinggrace.com
I need to update my delivery address.
If your order has not been dispatched, you may be able to change your delivery address. Please contact us via email as soon as possible with your order number and the new address.
Returns & Exchanges
What is the returns policy?
If you change your mind within 30 days, you can obtain a refund provided you have your original receipt or proof of purchase. If you don’t have proof of purchase, we are happy to exchange your items. All purchases made in-store can only be returned o
How do I make an online return?
Changed your mind? Not to worry! Refunds are offered on all eligible orders returned to us within 30 days of your delivery date.If you choose to return an item(s) due to a change of mind, you will be provided with an address to return the item(s). Yo
When will I get my refund?
Once your return has been received and processed, you will be notified via email when the refund has been issued. Please allow 5-7 business days for the refund to reflect in your account.
Can I return items in any store?
Yes, you can return your unwanted items in any Lovisa store. Keep in mind, each item must be eligible for return and your proof of purchase is required.
Can I return items purchased in-store via the online process instead?
Unfortunately, all purchases made in-store can only be returned or exchanged in any Lovisa store.
Can I return an item I purchased online in-store instead?
Of course. You are welcome to return online purchases in-store. Please refer to our Returns & Exchanges Policy for more information.
Gift Cards
Can check if my gift card is expired?
Sure can! Just get in touch with us, michelle@glidinggrace.com and we will let you know whether it is expired or not.
I haven't received my E-Gift Card yet, what should I do?
We’re sorry to hear you are yet to receive your e-gift card. Please check your junk and spam inboxes first. If you are still having trouble finding it, get in touch with us, michelle@glidinggrace.com , with your order number and we will best assist you.
My gift card is not working online?
Oh no, this must be frustrating! Ensure you are entering all digits correctly, including spaces and followed by the 4-digit pin.If you have attempted entering your gift card on the payment page, go back a step and enter your gift card numbers on the
