- When we are unable to process an order, we will automatically cancel and refund your item(s). You will receive an email confirmation notifying you of this change within 5 days of your purchase. Please allow 7-10 business days for the amount to post to your account, although the average time frame for refunds to post is 2-5 business days.
Need help? We've got you covered. Take a look at our FAQs below or contact us at: firstname.lastname@example.org
With warehouses in the US, Canada, Europe, Middle East & Asia, we pride ourselves in offering the fastest shipping time frames to over 100 countries. Processing time: 2-3 days Shipping rates and time frames: Standard: Free - 5-7 business days Express: $14.99 - 2-5 days *Please note that custom process, shipping delay and busy periods may affect shipping time frame.
Once your order has been processed (2-3 days) & ready to be shipped, you will receive an email with a tracking number, provided that you have left your email address during the purchase. You can even track your order(s) in the footer below.
We know how important your order is, so we aim to process your orders as quickly as possible. While we cannot cancel or change an order once it has been fulfilled, you are welcome to return the item(s) to us in accordance with our Return Policy.
If you do not receive an email confirmation from LAVENU within 30 minutes of ordering, please check your Spam folder, alternatively, your email address on file might be spelt incorrectly. If you still need assistance, please contact us by clicking here
Your forgot to use your discount code? We understand that things can happen. The good news is that you can use your code for your next order. unfortunately, orders that have been placed & paid for cannot be changed.
If your payment does not successfully process or if it is declined when trying to complete your purchase, you will have the opportunity to enter a new card number or an alternative form of payment prior to completing your purchase. We do accept different types of credit cards & e-payments such as Paypal Direct, Apple Pay, etc...
There are several reasons why your order may have been delayed. Please note, most orders leave our distribution centre within 3 days of the order being placed. - In some cases, our Customer Protection Team may hold orders that run the risk of being fraudulent or that need additional review or verification to protect our customers. When this happens, our Customer Protection Team will reach out to you directly after 5 days if your order will be delayed due to it being reviewed or else. - In some cases, we may just run out of items that are expected back in stock within 3 business days. If this was the only item you ordered, rather than cancelling your order, it will be held until the item is back in stock and we are able to fulfil the order. When this happens our Customer Care Team will send you an email notifying you of the delay within 5 days. For multiple item orders, the out-of-stock item will be cancelled and credited back to you in the form of an E-Gift Card so we can process and ship the rest of your order as quickly as possible
There may be several reasons why your order may have been cancelled: If you ordered a single item and we are unable to fulfil the order due to either (1) being out of stock or (2) an unexpected delay in our ability to replenish the item in a timely manner, your order will be cancelled and your original form of payment will be credited with the full amount of your order (less any discounts used when placing the order). If you used an E-Gift Card for your order, a new E-Gift Card will be issued for that portion of your payment. - In some cases, we are unable to verify the billing information that was entered on the order. If the billing address does not match with what the credit card issuer or bank has on file, the order may be automatically be cancelled. If your order has been cancelled for this reason, please contact your credit card issuer or bank to verify that the billing information is correct. Once updated, please create a new order using the correct billing address.
Good news! We do add new items & restock popular items on a weekly basis. You can be notified by email if your items have been re-stocked simply by sharing the item with us via email. The process is very simple, click on the product & you'll see the section share on the right inside. Click share via email, to email@example.com with subject: Love it but it's out of stock. Once the item is re-stocked you'll be notified via email with a "checkout" link so that you can purchase it right away. Helpful tip: Act quickly when you find a product you like! Due to the uniqueness of our products, we never guarantee that an item will be restocked.
All items on sale are considered "Final sales" and cannot be returned for store credit. Additionally, cosmetics & beauty products; bodysuits, swimsuits, and/or undergarments are non-returnable.
Once you place an order, you will receive an automatic confirmation email. Once your order has been processed and is ready to be shipped, (up to 3 days after confirmation email), you will receive another email with shipping information. Please note that shipping confirmation email does not necessarily mean that the carrier has picked up your package from our distribution centre. It means that your package has been tagged a tracking number & is ready to be processed by the carrier. Please use our tracking system here to determine when your package has been picked up and is in transit. Please be aware that some carriers use a different system so do use other tracking systems. Please allow up to 5 days from the time you have placed the order for its status to update. For more information about our shipping policy, please click here
We know how important your order is! We always provide our customers with the option to track packages. If you haven't received your package, please check with the carrier & make sure you have added the right address. Also, make sure that you have added absolutely all details of your address & a phone number so as to the efficiency of the delivery. Sometimes a block number missing & the delivery cannot be successful. In the event of your package not being delivered, please contact your country's carrier (usually stated on the tracking info once in transit in your state or country) We always do our best to assist you, but Lavenu does not hold responsibility for packages that are lost or stolen in transit. If you are still unable to locate your package, you must contact the shipping carrier to discuss the issue and file a claim with them. For more information about our shipping policy, please click here
If you're missing 1 or more items, please double check the package and other products to make sure it's not hiding somewhere. Please know that different products can be shipped from different locations and are split into different orders so it may still be on the way. In that case, you should receive many tracking numbers corresponding to each item(s). If you still can't locate it, please let us know and we will make sure you get what you ordered!
Lavenu is not responsible for: - Delivery delays due to carriers. Our items will, in 99% of cases, always leave our centres within 2-3 business days depending on stock & holiday/sales periods. Once they have been processed, it is the carrier's duty & responsibility to deliver them to you as soon as possible. - Items lost or stolen during shipment. Once items have been shipped & tracking numbers have been sent, we no longer hold responsibilities for what could happen to items during shipment. We can surely help in resolving issues with shipping providers. In most cases, shipping companies do settle for refunds if items are lost or stolen. To guarantee a lost or stolen item refund, please make sure that you have provided the correct delivery/address information, including phone number. For more information about our shipping policy, please click here
If you're not happy with your item, we'll be happy to offer you a refund once your return item is received and inspected, we will send you an email to notify you of the status. If you are approved, then your refund will be processed, and a credit will automatically be applied as the original method of payment, within 3 working days of receiving the item. Lavenu reserves the right to the method of refund depending on the issue. Please know that a 10% restocking fee will be deducted from the total amount of your refund. Reserved Rights Regarding Refunds Lavenu reserves the right to solely define and limit, refuse, and/or cancel orders and refunds at any time due to: An irregular or excessive returns history indicative of “wardrobing;” An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or, Potential fraudulent or criminal activity. Items such as bikinis, underwears, liquids, etc... stated in our Policies. Similarly, Lavenu reserves the right to limit, refuse, and/or reject returns to any customer or entity, due to similar actions as noted above. Late or missing refunds (if applicable). If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at Hello@lavenu.store Depending on where you live, the time it may take for your exchanged product to reach you may vary.
Our policy last 30 days. If 30 days have gone by since receipt of your item(s), unfortunately, we can’t offer you any refund or exchange. For refunds, you must send the item(s) back to us within 30 days of reception. To return your item(s), simply log into your Lavenu account, click on the Return Centre link (on the footer) & add your order details as well as the item(s) you'd like to return & we'll email you a free E-parcel barcode with the return address within 24 hours. Print it & add it to the package for free return. Be aware that items might have different return addresses so different E-parcel barcodes will be necessary. To be eligible for a return, the item must be unused and in the same condition that you received it. It must also free from any sanitation such as makeup, perfume or/and any liquids. Exchanges (if applicable) If you need to exchange item(s) for the same item(s), follow the return process stated above. Any mistake(s) due to the shipping or courier company, no refund or exchange will be offered
Because we cannot ensure our customers will be issued the style/size they desire by the time their returned items come back to our centre, we are unable to accommodate all exchanges by mail.
We know how frustrating this can be & we always want to make sure that every order is perfect. Once you receive your order, please thoroughly check the delivered item(s) immediately. If you believe an item or many are missing/defective or not part of your order then please contact our Customer Care Team within 24 hours of receipt & let us know. We will work with you to correct the order as quickly as possible so that you can show off your sexy style! For more information on our Return Policy, please click here
All packages returned to us due to an invalid address will be restocked & you will be issued an E-Gift Card minus the initial shipping cost. We are unable to re-ship orders as all returned shipments are processed by our Return Department & it can take up to 30 days to show on our website again. You can use the E-Gift Card to place an additional order to the corrected address, however, we do not guarantee that items will be back in stock at the time of your reorder. For more information on our Return Policy, please click here