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Complaints and guarantee

File a product complaint

Unfortunately it can happen that you receive a faulty product. We understand how annoying this can be and we will try to find a solution as soon as possible.

By sending a message to our customer service and stating what your complaint is, we will try to find a suitable solution as soon as possible.

PLEASE NOTE: Do not forget to mention your order number in your message.

Incomplete order

Are you missing an item of your order, please contact our customer service.There can be several reasons for your order being incomplete:

  • Your product was not in stock anymore
  • Your product was damaged
  • A mistake was made in the order process
  • A product was left behind in our basket when making the shipping photo

 

We will try to notify you if your order is incomplete. Unfortunately this is not always possible due to the opening hours of our customer service. If you send a message to our customer service and mention your complaint, we will find a solution as soon as possible.

PLEASE NOTE: Do not forget to mention your order number in your message.

Damaged product(s)

Has one of your items been damaged during shipping or was it not made properly? Please contact our customer service. We will always ask you to send a photo of the damaged item and based on these photos we will try to find a suitable solution straight away. As this is not your fault we will be held accountable for the damage.

Guarantee

All Loavies' items have a guarantee period of 30 days. If an item is damaged or faulty, please notify us by using the contact form. Of course this guarantee only applies to products with a valid complaint. The complaint is only valid if it has NOT been caused by:

  • Reckless use of the item(s) or purposely damaging the item(s) (for example water damage or damage by dropping the item)
  • Incorrect use or reckless maintenance of the product.
  • Extraordinary wear and tear
  • Ignoring the care labels

    Complaints or defects within the guarantee period
    When you report a complaint, we will check if it meets the guarantee conditions, as stated in the terms and conditions. If it is in accordance with the guarantee conditions, Loavies will be accountable for all costs.
    We will always ask you to notify Loavies by using the contact form. Our customer service will try to find a suitable solution as soon as possible.

    Complaints or defects other than stated in the guarantee conditions
    Has your product been damaged after the 30 day period? You can still let us know about your complaint. If you should be able to expect the item(s) to endure more wear and tear or the damage has occurred through circumstances out of your control, we will consider exchanging your product, refunding your purchase amount or giving a discount.

    It might be necessary for the customer to be accountable for part of the costs. For example, if your item can not be exchanged, but can be repaired. If it is possible to exchange your item, but you have been able to use it for a long period of time, our customer service will discuss with you what the best solution is.