I have placed an order, when should I expect it to be shipped?
We know how super exciting it is when you order gorgeous new pieces for your little ones. We try our absolute best to get it to you as quickly as possible. Luella Loves will aim to dispatch orders within 1-3 business days. New season launch time or sale periods may take up to one week for dispatch due to the volume of orders received.
Please ensure you are emailing the correct email address:
Ensure you are not replying to any automated emails. Please allow up to 48 Business hours to receive a reply. We aim to reply to all emails as quickly and as efficiently as possible, although please keep in mind that due to the high volume of emails we receive each day, it can take us up to 48 hours to get back to you.
I have made a mistake with my order, what should I do?
Unfortunately, Luella Loves are unable to make amendments to orders once they have been placed. Please ensure you review your order carefully before confirming at checkout.
What is the fit of Luella Loves garments?
All items we feel are true to size based on an average sized child. We recommend choosing the size closest to your child’s standard sizing. Or you can size up if in doubt.
Please also refer to the description of each item, we will provide further in-depth details on that item if we feel the fit is on the smaller or larger side.
If I pre-order an item and I order an in-stock item, when will it be shipped?
If you order a pre-order item along with an in-stock item, your order will be dispatched in full once all pre-order items are in stock.
What is a pre-sale item?
Pre-sales are great! They are items that are not in stock yet - but are hugely popular. By purchasing a pre-sale item, you are pre-securing your size and colour of a particular design.
We suggest you read the product description of the pre-sale product for the estimated delivery date. Please note, shipping dates can change due to manufacturer and shipping complications.
By purchasing a pre-sale item, you are securing yourself an item before they arrive in stock. We will only ever place a product on pre-order if it is an item we are restocking. Pre-order helps us gauge what sort of size quantities to order as we don’t tend to repeat styles.
Please make sure you check and agree to all the shipping timeframes and dates before purchasing the item.
Yes absolutely, this is our favourite part of the process. We spend a lot of time on product development including fabrics, style and fit. Seeing our pieces on your little ones make it all worth it.
Check out our Instagram feed where you will find us visting our makers thoughout Vietnam and hand selecting fabrics and trims.
My item arrived and I’d like to exchange it for a different colour/size/product. Do you offer refunds? How can I exchange my item?
All items being returned must be unworn, undamaged, unwashed and in saleable condition. This means all original tags are intact and the items must be in their original condition. Failing to meet these requirements will result in your return not being successfully processed.
Luella Loves do not offer refunds due to change of mind. If you do receive your package and decide you would like to send it back, you have 7 days (for domestic orders) and 21 days (for international orders) to send your package back to our warehouse. Return shipping Fees are the responsibility of the purchaser. For more information and details on where to ship your package please follow this link to our return’s terms and conditions.
Please note: We do not offer exchanges, only store credits. This is due to the high demand we have for our products, which means we cannot always guarantee a size or colour will be available when your return eventually hits our warehouse.
Luella Loves take pride in packaging and processing all orders. In the rare chance you have received an item that has a fault. Please contact us at firstname.lastname@example.org immediately with an image of the fault and we will send you a returns form to complete.
We cover the costs for items returned due to fault.
Once your garment is received in our warehouse, it will be inspected. If deemed faulty beyond repair, we will offer you a replacement if we have the item in stock or a full refund on the item will be issued.
Unfortunately, we are unable to process returns if the items are not returned within the 7 day period.
If you perceive an item to be faulty upon its arrival, do not use or wear the item as this will void its ability to be returned. Please contact our admin team with evidence of the perceived fault and we will arrange for its return.
I sent a direct message on Instagram but haven’t heard back from anyone, when will someone get back to me?
We do not use direct messages on Instagram as a form of communication. This is due to the volume of messages we receive daily. We ask that all conversations related to online and instore orders are communicated by email so that there is a record of the conversation thread. This is to ensure there is no confusion and your request is sorted in a time efficient manner. We would absolutely love to chat with you and help you with any questions, so don’t hesitate to reach out to our friendly admin staff at email@example.com
I purchased garments on a sale/promotional period; can I return them?
Please note; all garments purchased throughout a sales or promotional period are final. If you are unsure on sizing or require further information on a garment, please reach out to our admin team at firstname.lastname@example.org before placing your order.
I have a further question, who can I contact?
For any further information please contact our admin team at email@example.com