FAQs

1. What is the shipment timeline?

Orders are processed within 5 working days (excluding pre-orders). Delivery takes 3–30 days, depending on your location and customs. Orders placed on weekends are processed on Monday.

2. I did not receive any email confirmation?

Please check your Junk or Spam folder. If it’s not there, Email Us and we’ll assist you.

3. Do I need to pay if I want to return my items?

Yes, we currently do not offer free returns. Read our Returns Policy.

4. Can I exchange or refund if item does not fit?

Exchanges or refunds are available for certain items. Read our Returns Policy for details.

5. Will I be charged customs and import duty fees for my package?

Yes, you may be. Customs/import fees are not included in our shipping costs and vary by country. Charges are usually applied when your parcel arrives. Please check with your local customs office if in doubt.

6. Are there shipping fees involved?

Yes, you'll be shown available and affordable shipping options at checkout.

7. Do you have any physical stores?

No, we are an online-only store.

8. Which country do you ship to?

We ship worldwide. Shipping options will appear once you enter your address at checkout.

9. How do I know if the item fits me?

We use standard US sizing. Refer to our Size Chart or choose your usual size.

10. Can I self-collect my order?

No, we currently do not offer self-collection.

11. Do you provide Same-Day delivery?

Yes, in selected regions only. If available, the option will appear at checkout. Fees apply.

12. Why does the discount code not work?

Discount codes are non-stackable and may not apply to sale items.

13. Can I pre-order sold out items?

You can request restocks. If available again, we’ll notify you.

14. Why did my order arrive in random boxes?

To reduce waste, we may reuse boxes unless you selected a gift box. Read more Here.

15. Why didn't I receive my full order?

If your order includes pre-order items, we may ship the in-stock items first so you can enjoy them sooner. Please check your order page to track parcel status.

16. Why is the tag cut on my lingerie?

We cut the tags because we buy in small quantities from selected suppliers. It is a common practice and doesn’t affect the quality.  

 

Terms & Conditions

LOVEFREYA PTE. LTD. reserves the right to update any policy or terms without prior notice. In case of disputes, LOVEFREYA PTE. LTD. reserves the right to the final decision.