Delivery Terms & Conditions

 

1.1 Non-Customized Product Logistics
For non-customized product orders fulfilled from UK warehouses, we will dispatch your order within 2–4 business days upon receiving it. Delivery within most regions of the UK typically takes 3–6 days after dispatch. For remote areas, please allow an additional 2 days.
For orders outside the UK, we will ship from international warehouses. Due to customs procedures and the distance to destination countries, delivery times may vary. Please refer to the specific product page for estimated delivery times.

1.2 Customized Product Logistics
For customized products, estimated delivery times will be provided based on your specific customization request and communication with our team. Please consult the product information page and our customer service team for accurate timelines.

1.3 Warehouse Location and Logistics Impact
Our products are stored and shipped from multiple warehouses located in different countries and regions. For certain items, extended delivery times may occur due to customs clearance or geographical distance. Please refer to the "Estimated Delivery Time" section on each product page for details.

1.4 Impact of Combined Orders
Due to the logistics arrangements mentioned in sections 1.1–1.3, your combined order may be split into multiple shipments.

1.5 Impact of Shipping Fee Promotions
We may offer shipping fee promotions from time to time to reward our customers and accommodate operational needs. These promotions will be clearly displayed on our website. During promotional periods, shipping charges will be based on the rate at the time your order is submitted.
If you experience any issues during the ordering process, please contact us at friends@lovelyrobin.com — we’re here to help.

Regarding Returns

We offer a 14-day return policy. You have 14 days after receiving your item to request a return.
To be eligible for a return, items must be in their original condition — unworn, unused, with tags attached, and in the original packaging. A receipt or proof of purchase is required.

Please email friends@lovelyrobin.com within 14 days of receiving your order with your order number, item details, and the reason for return. Once we review your request, we will respond as soon as possible.
Returns requested after the 14-day window will not be accepted.

Please note the following items are non-returnable:

  • Personalized/custom-made products

  • Earrings and other pierced items (for hygiene reasons)

Shipping fees are non-refundable. Refunds will be issued to the original method of payment.

If your return request is approved, we will provide a return shipping label and detailed instructions for sending your item back. Items returned without prior authorization will not be accepted or refunded.

Regarding Exchanges

To request an exchange, please contact friends@lovelyrobin.com within 14 days of receiving your item, including your order number, the item you wish to exchange, and your reason for exchange.
Requests submitted after 14 days of receipt will not be processed.

Exchange terms:

  • Items must be returned in original, saleable condition — unworn, unused, undamaged, and in their original packaging.

  • Personalized items cannot be exchanged.

  • Earrings and pierced items cannot be exchanged due to hygiene reasons.

  • You are responsible for the return shipping fee. Upon receiving and inspecting the item, we will ship your replacement item free of charge.

Regarding Product Defects

All items are carefully packaged and inspected before shipping. If you receive a defective product, please contact friends@lovelyrobin.com within 24 hours of receiving your order. Include your order number, a detailed description of the issue, and clear photos of the defect and the full product.

Defect claims submitted more than 24 hours after receipt will not be accepted.

Regarding Undelivered Packages

If your package is returned to us due to any of the following reasons:

  • No one was available to receive the delivery

  • The courier could not find a secure location to leave the package

We will issue a refund for the product value only upon receiving the returned package. Shipping fees are non-refundable. If you still wish to receive the items, you will need to place a new order.

Duties & Taxes

For most international orders, we ship using Delivered Duty Paid (DDP) service. This means we handle all customs clearance and import taxes on your behalf, so you won’t need to pay additional fees when your package arrives — everything is taken care of before shipment.

In short: No  customs charges — your order is delivered straight to your door, fully cleared and duty-paid.

However, DDP service is not available in certain countries with stricter import regulations, such as Russia, Ukraine, India, Brazil, Chile, Peru, South Africa, Israel, and some Middle Eastern regions.
For orders shipped to these areas, you may be required to pay import duties/taxes and complete customs procedures yourself.

We do not collect or control any duties or taxes in these cases, and cannot predict the amount charged by your local customs authority.
By placing an international order to a country not eligible for DDP, you acknowledge and agree that any such fees are your responsibility, and you may be required to cooperate with customs as needed.

Important Notice:

If a package is delayed, returned, or destroyed due to the recipient’s failure to pay import duties/taxes or complete customs clearance procedures, no refund will be issued.
Please make sure you are familiar with your country’s import policies before placing an order.

For questions about your country’s DDP eligibility, feel free to contact us at friends@lovelyrobin.com.