Return & Refund Policy

Return & Refund Policy

Last updated: September 17, 2026

If something is not right with your order, we want to fix it. This policy explains exactly how, and what the limits are.

Return window

You have 30 days from the day you receive your order to request a return. After 30 days we are unfortunately no longer able to accept the item back.

Condition of returned items

To be eligible for a return, the item must be unused and unworn, with all original tags still attached, and in its original packaging. Items that show signs of use, washing, alteration or damage caused after delivery cannot be accepted.

How to start a return

Do not ship anything back before contacting us. Returns sent without authorization cannot be matched to your order and cannot be refunded.

• Email lorevianno@gmail.com with your order number and the reason for the return.
• We will reply with a Return Merchandise Authorization (RMA) number and the correct return address.
• Ship the item back within 14 days of receiving your RMA number, with the RMA number visible on the outside of the package.
• Keep your return tracking number until the refund is confirmed.

Who pays return shipping

If the item is faulty, damaged in transit, or we sent you the wrong product, we cover the return cost — that mistake is ours, not yours. If you are returning an item because you changed your mind or ordered the wrong size, the return shipping cost is yours.

Damaged or incorrect items

Inspect your order as soon as it arrives. If the item is defective, damaged, or is not what you ordered, contact us within 7 days of delivery with photos of the item and of the shipping label. We will send a replacement or a full refund, whichever you prefer, at no cost to you.

Items that cannot be returned

• Custom-made and personalized products
• Personal care and hygiene items
• Swimwear, bodysuits and lingerie, for hygiene reasons
• Gift cards
• Items marked as final sale at the time of purchase

This does not affect your rights in respect of an item that arrives faulty or not as described.

Exchanges

The fastest way to get the item you actually want is to return the original item and place a new order once your return has been accepted. This way you are not waiting for two shipments in sequence.

Refunds

Once your return arrives, we inspect it and email you the outcome. If it is approved, your refund is issued to the original payment method within 14 business days. Your bank or card issuer may take a few additional days to post the credit to your statement — that part is outside our control.

If more than 14 business days have passed since we confirmed your refund was approved and you still have not seen it, contact us and we will chase it with our payment provider.

Cancelling an order

If your order has not yet been dispatched, we can usually cancel it in full. Email us as quickly as you can with your order number. Once an order has been handed to the carrier it can no longer be cancelled, and it must be handled as a return.

Questions

Email lorevianno@gmail.com, Monday to Friday, 9:00 AM to 7:00 PM (BRT). Include your order number and we will get to the point on the first reply.