Cancellation policy
Cancellations
If you want to stop or change an order, tell us early. Before it reaches the courier we can do almost anything. After that it becomes a return.
Cancelling an order
Email lovu@lovubeauty.store with your order number, or send it through our Contact page. Where you are in the process decides what we can do:
- Not packed yet. We cancel it outright. If you paid online the money goes back to your card, usually within 10 business days. If you chose Cash on Delivery there is nothing to refund, because you have not paid anything.
- Packed but not collected. Usually still fine. Email us and we will pull it from the courier handover if we can.
- Already with the courier. We cannot recall it at that point. Let the delivery happen and then ask for a refund under our 30-day guarantee, which covers opened bottles anyway.
Orders are usually packed within 1 to 2 business days, so in practice you have a day or so to change your mind cleanly.
Changing an order
Address corrections, phone number changes and going from one bottle to two are all straightforward before dispatch. Email us and we will sort it out. A wrong or incomplete address is the most common reason a parcel comes back to us, so it is worth checking your confirmation email as soon as it arrives.
Refusing a Cash on Delivery order
If you no longer want the order, please cancel it rather than refusing it at the door. The courier makes the trip and we pay for it either way, and on a small brand that cost is real. Cancelling takes one email and costs you nothing.
Where Cash on Delivery orders are repeatedly refused or cannot be delivered, we may ask for prepayment on any future order from the same customer.
If we cancel an order
Occasionally we have to cancel from our side, usually because an item is out of stock, the delivery address is outside the UAE, or we cannot reach you to confirm a Cash on Delivery order. We will always email you to explain, and anything you have already paid is refunded in full.
Subscriptions
We do not currently sell subscriptions, and nothing on our store renews automatically. Every order is a one-off purchase, so there is nothing to cancel later and no payment details held on standing instruction. If that changes, this page changes with it.