Frequently Asked Questions

Frequently Asked Questions

  1. Can I amend or add to my order once I've placed it?

    We usually pack your order within an hour of placing it, which means we can't make any changes once you've placed it. This includes changing the delivery option, delivery address or payment method.

    However, you may be able to cancel your order and place a new one instead. There are varying time limits in which you can cancel your order depending on what delivery option you’ve chosen.

    The quickest option would be to phone us on 0333 7000 550 and we can help you with your request.

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  2. Are my card details safe ordering online?

    We use one of the latest secure online ordering systems on the market, and are constantly researching and improving our software to make sure we offer the highest possible security at all times. 

    The method of card processing that we use does not store any card details on our website. 

    For your security our website transactions are taken in a secure environment, via our payment service provider, Sagepay. Sage pay is fully approved to Level 1 in the Payment Card Industry Data Security Standards (PCI DSS), which is the highest level of compliance.

     
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  3. Can I choose a specific day for my delivery?

    It is not currently possible to choose an exact day for delivery, however we are able to offer you a range of delivery speed options at checkout.  These options include

    1. Royal Mail Tracked 48
    2. Royal Mail Tracked 24
    3. Royal Mail Special Delivery next day before 1pm including Saturdays
    4. Royal Mail International Delivery

    For further information please visit our Delivery page

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  4. Do I have to pay for the return postage?

    The return postage costs are at your own expense, with the exception of items being faulty or incorrect.

    We do not cover the cost for the return of unwanted items.

    If you have received the wrong item or a faulty item, please contact us to arrange for a pre-paid return label.

    Further information on our policy can be found here.

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  5. Do I have to create an account to place an order with Lovedrobe?

    It is not necessary to create an account on our website.  You can checkout as a guest.  However, we strongly advise that you do so that you can track your order progress.  It's simple to do and allows you to order easily without having to fill in your details every time you shop with us. 

    An email address is required to place an order with us in either case.

    You will also receive benefits such as order tracking, and the ability to opt-in to regular newsletters, and exclusive discount/promos and special offers.

    You can create an account now, or you can start shopping straight away and set up your account when you check out - whichever suits you best.

    Just follow the easy steps on screen and remember to have your payment and address details to hand.

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Latest Questions

  1. What countries do you ship to?

    We deliver to most countries in the EU and the rest of the world, however there are some exclusions. For a full list of shipping destinations, please visit our delivery page

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  2. I forgot to use my discount code at the checkout, can you refund me for the discount?

    Unfortunately, all discount codes are only valid during the checkout before the order is finalised. Please make sure to check your basket total before confirming your order as we cannot refund for any intended discount codes after the order has been processed.

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  3. I am a UK customer - What address do I use to return my items to you?

    If you need to return something to us, then there is a pre-printed label on the returns form that was included in your parcel.

    You do not need to contact us to announce a return, however please ensure that you include the returns form that was included in your parcel.

    Further information on the process can be found in our Returns Policy.

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