14-Day Return Policy
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.
Pre-Orders
Pre-order items are produced after the pre-order period ends.
You may cancel a pre-order within 24 hours of purchase. After this period, the order cannot be cancelled as production will begin.
Returns for pre-order items follow the same 14-day return policy, starting from the date you receive the item.
How to Start a Return
To start a return, please contact us at hello@luvz.ch.
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.
Return address:
LUVZ Returns
Via Municipio 6
6600 Muralto
Switzerland
Return Shipping Costs
Unless the item is defective, damaged, or incorrect, return shipping costs are the customer’s responsibility.
Original shipping costs are non-refundable.
Customs duties, import taxes, and handling fees are non-refundable and are not covered by LUVZ.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Some items cannot be returned, including:
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Custom or personalised products (special orders)
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Underwear, swimwear, and other intimate or hygiene-related items
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Personal-care products
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Worn accessories
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Items marked as final sale
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Gift cards
If you’re unsure whether your item is eligible for return, please contact us before sending it back.
Exchanges
The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, place a separate order for the new item.
Refunds
We will notify you once we’ve received and inspected your return and let you know whether the refund is approved.
If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card provider to process and post the refund.
If more than 15 business days have passed since your return was approved, please contact us at hello@luvz.ch.
EU 14-Day Right of Withdrawal
If your order is shipped to a country within the European Union, you have the right to cancel or return your order within 14 days, without providing a reason, in accordance with EU consumer protection law. Conditions for returned items apply as described above.
