Delivery Terms & Conditions

Regarding Shipping

1.1 Non-Customized Product Logistics
For non-customized product orders located in UK warehouses, we will dispatch within 2-4 business days after receiving the order. Delivery time for most regions in the UK is 3-6 days after dispatch. For remote areas in the UK, please allow an additional 2 days. 
For such orders outside the UK, we will ship from international warehouses. Due to customs procedures and the distance to the destination, delivery times will be extended. Please refer to the specific page for delivery times.

1.2 Customized Product Logistics
For customized products, we will provide an estimated delivery time based on communication with the user regarding requirements and customization period. Please refer to the product information page and communication with customer service for details.

1.3 Warehouse Location and Logistics Impact
Our products and corresponding warehouses are located in different countries and regions. For some products, due to customs procedures and the distance to the destination, delivery times will be extended. Detailed information can be found in the "Estimate delivery times" section of the specific product page.

1.4 Impact of Combined Orders
Due to the impact of sections "1.1", "1.2", and "1.3", your combined orders may be split into multiple shipments.

1.5 Impact of Shipping Fee Promotions
To give back to our customers and meet operational needs, we will occasionally conduct shipping fee promotions. The promotions will be announced prominently on the website. During the promotion period, the shipping fee will be based on the actual fee paid when you submit your order. If you encounter any issues during the order process, please contact us at friends@lovelyrobin.com, and we will assist you.

Regarding Returns
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Please email your order number, detailed information on how to handle the item, and the reason for the return to friends@lovelyrobin.com within 14 days of receiving the product. Once we receive your email, we will process it and respond as soon as possible. Returns will not be accepted if the product has been received for more than 14 days.
- Personalized products are custom-made for you and cannot be returned.
- For hygiene reasons, earrings and pierced items cannot be returned.
- Your shipping costs are non-refundable. Refunds will be processed using the same payment method as the original order.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Regarding Exchanges
Please email your order number, the item you wish to exchange, and the reason for the exchange to friends@lovelyrobin.com within 14 days of receiving the product. Once we receive your email, we will process it and respond as soon as possible. Exchanges will not be accepted if the product has been received for more than 14 days.
- Items to be exchanged must be returned in their original, saleable, unworn, and undamaged packaging. If your item is damaged or shows signs of wear, we cannot accept the exchange.
- Personalized products are custom-made for you and cannot be exchanged.
- For hygiene reasons, earrings and pierced items cannot be exchanged.
- You are responsible for the shipping costs to send the item back for exchange. Once we receive your item and verify its condition, we will ship the new item to you free of charge.
Regarding Product Defects
We carefully package and thoroughly inspect all items before shipping to avoid product defects.
If you receive a defective item, please email friends@lovelyrobin.com within 24 hours of receiving the product, providing your order number, a description of the issue, and photos of the defect and the entire product. We will respond with a solution as soon as possible.
We will not address defect issues if they are reported more than 24 hours after receiving the product.
Regarding Undelivered Packages
- If no one is home
- If the courier cannot find a safe place to leave the package
- If you have not paid customs duties (applicable to international orders)
causing the package to be returned to us, we will issue a refund for the items. Please note that shipping costs are non-refundable. If you still want the items, you will need to place a new order.