Schuh

 

Lipsy Ltd

 

 

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Ordered friday and received for my party on saturday! Delighted with the dress & service and thanks for the sweeties :) ...
Beth
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FAQ

 

Hello and welcome to our FAQ page.

 Here we have compiled a list of the most frequently asked questions to help you with your shopping experience. However if you still require assistance please do not hessitate to contact us directly via our customer service department customercare@luvfemme.com

 

 For your convenience we have categorised the questions below. You will also find most information on the following pages;

 

 

About Us

Postage & Delivery

Refund Policy

Payment Information

Sizing Guide

Currency Converter



 
FREQUENTLY ASKED QUESTIONS

MAKING AN ORDER                                                                                    

Do I need to create an account?  


Do I have to order online? 


When will i be charged? 


Which cards do you accept?

 Can I pay by any other method?

 

What currency do you use? 

 

Can I view prices in my own currency?

 

 

PRODUCT INFORMATION

 

 

I can't see my size- Will you be getting any more in?

 

 

I need more information about a product...

 

 

How do I get sizing information?

 

 

YOUR ORDER

 

 

Can I change my order?

 

 

Can I cancel my order?

 

 

DELIVERY INFORMATION                                                                         

 

 

How much is shipping? 

 

 

Which courier company do you use? 

 

 

Can I pick up my order from your warehouse? 

 

 

When will I receive my item (UK)? 

 

What if I am not in when my parcel is delivered (UK)? 

 

Can I get my parcel delivered to a different address? 

 

 

Can someone else sign for my delivery? 

 

 

Is my parcel insured?

 

 

Can I track my parcel?

 

 


INTERNATIONAL DELIVERY INFORMATION

 

 

Do you deliver to my country?

 

 

How much is shipping?

 

 

Do I have to pay import charges?

 

 

It's been 2 weeks and my parcel has still not arrived?

 

 

RETURNS AND EXCHANGES

 

 

I need to return an item

 

I need to exchange an item
 

 



 Making an Order

 

Do I need to create an account?

 

No, you do not need to create an account with us, however by creating an account your details will be securely saved should you choose to shop with us again, thus saving you valuable time. You will also benefit by being first to hear of an discounts or promotions we are running.

 

 

Do I have to order online?

 

 

Yes. We operate a fully automated ordering and payment process. This provides the most secure, error free and efficient method of ordering. We therefore only accept orders placed online.

 

 

When will I be charged?


You will be charged once you have completed checkout and your card or Paypal payment has been authorised through the secure Paypal server.
Once the payment is authorised, you will receive an email within a few minutes confirming your order, and payment will be taken from your account.
If there are any problems with your payment we will email you to let you know. Likewise if you have any problems with your payment please email us at customercare@luvfemme.com

and we will do our best to help.
If the payment is not authorised by your bank or card issuer, you will receive an instant notification on screen. If the card issuer is refusing your card there is nothing we are able to do as this is beyond our control. You will have to either try a different card or try again the next day.

 

 

 

 


 

BACK TO FAQ'


 
Which cards do you accept?

 

 

 

 

We accept Paypal, and all major credit and debit cards. For more information on payments click here.

 

 

Can I pay by any other method?

 

Unfortunately not. We only accept payment with the listed card operators and Paypal.

 



 
What currency do you use?

 

All Payments are taken in UK Pound Sterling (GBP). If you are purchasing from outside the UK, the GBP price will be converted to your own currency by your bank/card operator.

 



 
Can I view prices in my own currency?

The default currency is GBP as this is a UK website. If you'd like to see how much something is in your own currency, please go to the 'Currency' box down the left hand side and select from the currencies listed. At the moment you can view in 'Euro', 'US Dollars', 'Canadian Dollars' or 'Australian dollars'*. Alternatively please use our currency converter

link and enter the amount in GBP and convert it to your own currency.* You will be redirected to the xe.com website and will need to press the back button to get back to our site.

 

 


*Please note that these exchange rates are based on the daily bank rate and may differ to the exchange rate that your credit card provider charges. If you want an exact conversion we recommend that you check the exchange rate with your credit card provider
.

 

 

 

 

BACK TO FAQ'S

 

 


Product Information

 



 
I can't see my size - will you be getting any more in?

We do sometimes take repeat deliveries of a product, so if you cannot see your size we would advise you to keep checking the site to see if it comes back in stock. Alternatively email us at customercare@luvfemme.com

and we may be able to give you a more definite answer. If the item is likely to come back in it may also be possible for us to email you to let you know when it does.

 

 



 
I need more information about a product...

If you need more information about a product, please feel free to email us at

 customercare@luvfemme.com

How do I get sizing information?


We have a sizing guide link on every product to advise you what bust, waist and hip measurements correspond to the UK size. It also explains how to best measure yourself, and it shows how the UK sizes convert to both US and European sizes. The length for the product will also be provided in the product description itself. For specific product measurements or further info, simply send us an email and we'll get back to you ASAP.

 

 

 

 

BACK TO FAQ'S

 

 


Your Order

 


Can I change my order?

It may be possible to amend certain aspects of your order as long as it hasn't already entered our dispatch process. If you need something amended please contact us at customercare@luvfemme.com` and we will see what we can do to help.

 

 

Can I cancel my order?

Under the Distance Selling Regulations you have the right to cancel your order for any item purchased from us for a full refund. Order cancellations must be made in writing within 7 days to our Customer Services team at customercare@luvfemme.com

If your order has not yet been shipped it may be possible to cancel your order before it is dispatched. However, if your order has already been dispatched, you will need to return the order to us at your own expense.        

BACK TO FAQ'S

 

Delivery Information

 


 
How much is shipping?

 

Prices are on our 'Postage & Delivery' page here.



 
Which courier company do you use?

 

We use Royal Mail for all deliveries worldwide.

 



 
Can I pick up my order from your warehouse?

 

Unfortunately, it is not possible to pick up orders from our warehouse. If you need an item quickly you can choose the UK next day delivery option when you checkout.

 

 

When will I receive my item (UK)?

 

If you are in the UK the delivery time stated by Royal mail is 1-3 working days. However first class recorded is not a guaranteed service and may take up to 15 working days to arrive. Items are posted Mon-Fri and within 3 working days. 

 

BACK TO FAQS



 
What if I am not in when my parcel is delivered (UK)?

 

Unfortunately parcels cannot be left, as a signature is required to confirm receipt of the parcel.
Royal Mail will generally attempt to deliver the parcel to you between 7am and 2pm Monday to Friday. If the delivery is missed, Royal Mail will post a card through your door and give you further instructions on which local Sorting office to pick your parcel up from. In most cases it is the one closest to your house.

 



 
Can I get my parcel delivered to a different address?

 

Yes. You have the option to add a different delivery address when placing your order with us. Please note, for your protection, there may be a delay in dispatching an order to a different address, due to fraud prevention measures but you will be informed if this is the case.

 



 
Can someone else sign for my delivery?

 

Yes. Anyone at the specified delivery address can sign for the goods.

 



 
Is my parcel insured?

Yes. All parcels are sent using a service that insures the goods to their full value. If your parcel is lost and not delivered to you, we will issue a claim on your behalf. Once loss is confirmed by Royal Mail, we will refund you, or alternatively send you a replacement if available.

 

Can I track my parcel?

If you have not received your parcel when expected, please contact us at customercare@luvfemme.com

Please make sure you put your order number in the subject box and we will send you a tracking number that can be used on the Royal Mail website.

 

 

 

BACK TO FAQS

 

 

 International Delivery Information

 

 

Do you deliver to my country?

 

Yes we ship worldwide!

 

 

How much is shipping?

Prices are on our 'Postage & Delivery' page here.

 

Do I have to pay import charges?

 

Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.

 

 


It’s been 2 weeks and my parcel still has not arrived?

 

The package may also be held in customs, which could add a delay on the delivery time.

In these cases, we generally find that the parcel is at your local sorting office of the main postal operator of your country. The parcel requires a signature on delivery. If you are out when the postal service call, they do not always leave a note in the door to say that a delivery has been attempted. We would advise that you call your local sorting office to see if the package is waiting to be collected.

If your item has not been received after 5 weeks of placing the order then we can put a claim to the Royal Mail to track the parcel. If they are unable to locate the parcel, then they will proceed with an insurance claim.

 

BACK TO FAQ'S

 



 Returns & Exchanges

 

 

I need to return an item

For all questions relating to refunds please check out our returns policy here. Any further questions please contact us at customercare@luvfemme.com

 

I need to exchange an item

 

For all questions relating to exchanges please check out our returns policy here. Any further questions please contact us at customercare@luvfemme.com



BACK TO FAQ'S

 

 

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