Refund policy

Returns & Refunds Policy

At Lovez Aqua, we want you to feel confident and happy with your purchase. We understand that shopping online can sometimes be uncertain, especially when choosing clothing for a special occasion.

We accept return requests within 14 days of delivery for eligible items.

Return Eligibility

To qualify for a standard return, your item must:

  • Be unworn, unused, unwashed and in its original condition.
  • Have all original tags, labels and protective packaging intact.
  • Be returned in its original packaging, including any accessories supplied with the item.
  • Show no signs of damage, alteration, perfume, makeup or other wear.
  • Be accompanied by your order number or proof of purchase.

We do not consider sizing-related return requests. As such, please check the measurements provided on the product page before purchasing, as sizing can vary between styles.

Outside any applicable statutory cancellation rights, we do not accept returns solely because a customer has changed their mind or no longer wishes to keep an item.

Non-Returnable Items

For hygiene reasons and due to the nature of certain products, we do not offer returns on:

  • Earrings
  • Lingerie and intimate apparel
  • Custom-made, personalized or custom-measurement orders
  • Items that have been worn, washed, altered or damaged after delivery
  • Items clearly identified as final sale, where permitted by law

Custom-made and personalized items are prepared specifically to the customer's individual requirements. Please check your measurements and chosen specifications carefully before ordering.

These exclusions do not affect your legal rights if an item arrives faulty, damaged, incorrect or not as described.

How to Request a Return

Please email support@lovezaqua.com within 14 days of receiving your order.

Include your order number, the item you would like to return and a brief explanation of your request. Photographs may be requested where an item is damaged, defective or incorrect.

Our customer care team will review your request and provide the appropriate return instructions.

Please do not send items back without first contacting us for the correct return address. Return destinations vary by product and may be located internationally.

For approved voluntary returns, please dispatch your item within 14 days of receiving your return instructions. Any additional time or cancellation rights provided by applicable law will be honored.

Return Shipping Costs

Customers are responsible for return shipping costs on eligible non-faulty returns, except where applicable law requires otherwise.

Please be aware that some orders may need to be returned to an international address. Postage costs will depend on the destination, parcel weight and shipping service selected.

We recommend using a tracked postal service and retaining your proof of postage until your return has been completed.

Damaged, Defective or Incorrect Items

Please inspect your order when it arrives.

If you receive an incorrect, damaged or defective item, contact support@lovezaqua.com as soon as possible, preferably within 14 days of delivery.

Please provide your order number and clear photographs showing the issue.

Our team will review the matter and arrange an appropriate resolution, which may include a replacement, repair or refund, depending on the circumstances and your legal rights.

Exchanges

If you experience a sizing issue with an eligible item, please contact us before arranging a return.

Exchanges depend on product availability and return eligibility. Where a direct exchange is unavailable, we may recommend returning the eligible item and placing a new order.

Customer-paid return postage applies to voluntary sizing exchanges unless otherwise required by law.

Refunds

Once your return has been received and assessed, we will notify you of its status.

Approved refunds will be issued to your original payment method within 14 business days. Please allow additional time for your bank or payment provider to process the transaction.

Any deductions permitted by law will be explained where applicable.

Need Assistance?

Our customer care team is happy to help with questions about sizing, return eligibility or an existing order.

Email: support@lovezaqua.com

Thank you for shopping with Lovez Aqua. We appreciate your support and look forward to helping you find something you'll love.