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Exchange and Cancellation Policy

The Exchange Policy is only applicable to the clothing section of the website.

    1. What is the procedure of exchange?

    • If you wish to exchange the product, please do so by reaching out to our team at support@lovedky.com
    • Our team will guide you through all the steps of the exchange process.
    • Note: All exchanges are handled ONLY through EMAIL. Please respond to our email within 7 days of receiving it. Only then we will be able to initiate an exchange. 
    • Any confirmation received post the 7 day mark - will not be entertained.

    2. What items can be exchanged?

    • Any product purchased from lovedky.com can be exchanged 
    • The product should be returned in the condition it was received.
    • The packaging should be intact.
    • Any damage to the product is not liable for exchange.
    • For garments purchased from our website should be unworn and unwashed to be liable for an exchange.
    • If the pickup is delayed/cancelled - please let us know. We will initiate it again. The product will be first picked up and delivered to us and only then store credits will be issued.

     3. Do you have Free Exchanges? 

    • Yes, we do. (with effect from 29th June, 2023).
    • We will arrange a pickup of the products through our trusted logistics partners, including Delivery Direct, Ecom Express, or Xpressbees. The pickup process involves collecting the items from your location and delivering them to our facility for inspection, which typically takes 7-8 working days.
    • Upon receiving and inspecting the products, we will issue Store Credits (for product sent for exchange) within 2 working days. The store credits can be used to purchase the correct size or an alternative product. Please note that for cash on delivery (COD) orders, the COD charges are non-refundable.
    • Kindly let us know the number and names of items you wish to exchange. The Store Credits will be issued once our team receives and inspects the products. The pickup will be conducted under the name Styxx International.
    • Please respond to the email within 7 days of receiveing it. Only then we will be able to initiate an exchange. If there is no response within 7 days - we won't be able to initiate the exchange process.
      OR
      • If the pickup pincode is not available - the customer can ship the products for exchange to LoveDky at the B/230/231, 2nd floor, Guru Gobind Singh Industrial Housing Society, Shri Ram Mandir Rd, NESCO, Goregaon, Mumbai, Maharashtra 400063
        We will issue an additional Rs. 100 store credit as a token of compensation.

      4. What to do when you receive an incomplete order?

      • Please alert our team via email about the missing product within 7 days from the date of delivery. 
      • Any claim raised after the said the timeline will be considered null and void.

        5. Can the product be exchanged after 30 days if the color fades out?

        • After the 7 days exchange period - we cannot exchange the product. The color will fade after multiple washes and rigorous use.

        6. What will the next step be if the product received is damaged?

        • If the t-shirt received by the buyer is damaged (torn or the stitch is coming out), we will issue store credits that can be used to make a future purchase on lovedky.com. We do not have a return/refund policy. 

        7. What items cannot be exchanged?

        • Any custom product that was specially made for the customer cannot be exchanged/returned.

        8. How many times can an order be exchanged?

        • An order can be exchanged only ONCE. If the customer is not satisfied with the received product, we cannot exchange it again.

          9. Can the Store Credits be used in multiple parts?

          • The Store Credits has to be used all at once. We cannot reissue a Store Credits for the pending amount.

          10. What is the dispatch cut off time for Express Delivery?

          • Orders are daily dispatched by 2pm. Express shipping order received before 2pm will be shipped the same day. Order placed post 2pm will be shipped the next business day.

          11. What if the product received during exchange is stained(received by LoveDky)?

          • Rs. 200 will be deducted from the Store Credits that will be issued. (this will deducted on per product basis.)

          12. If the shipment is not delivered or there is no movement on the tracking link? What are the next steps?

          • We escalate the issue with the courier team and if there is no definitive answer in 3 working days - we dispatch a new shipment.

          13. If a prepaid order is returned back to origin, what are the next steps?

          • Please escalate this issue with us via Instagram or email and we will send the shipment again.
          • If the shipment is dispatched on two separate occasions and remains unaccepted by the customer for any reason, the customer is obligated to cover the shipping charges, amounting to Rs. 200.

          14. Is free exchange available on second exchange?

          • Regrettably, a free exchange is not applicable for subsequent requests. In the event of a re-exchange order, a deduction of Rs. 100 will be applied from the original purchase amount on lovedky.com.

            15. When is an exchange denied?

            • If the product received is soiled and used - we reserve the right to deny the exchange. (Examples of Used - Spraying perfume, washing, sweat stains, sweat smell, face makeup transfer, food residue, blood stains)
            • When communicating with our Customer Service Reps - if there is a use of harsh/foul/negative/abusive language or emojis - we reserve the right to deny exchanges.
            • If you have received a wrong product, please send us a picture of the product. If the product is worn, the exchange/return or replacement will be denied.

            16. When handing over the products for exchange, what happens if I handover the wrong product?

            • In the event of handing over an incorrect product for exchange, a deduction of Rs. 100 will be applied. This deduction is attributed to the pre-paid pickup charges that have already been incurred. Subsequently, the process of returning the incorrect product will involve additional costs for shipping, and the subsequent pickup will also incur associated charges. Therefore, it is advisable to ensure the accuracy of the exchanged products to avoid unnecessary expenses.

            17. What to do if the package received is tampered?

            • If the package you receive appears to have been tampered with, it's crucial to take immediate action. Please provide an image documenting the tampering as soon as possible. This allows our team to assess the authenticity of your claim and take appropriate steps to address the issue.
            • Without this visual evidence, we may not be able to fully investigate the matter, and the case may be marked as closed.

            18. Can the same order be exchanged multiple times? (example - if an order has 2 products and one product has already been sent for exchange and then the customer wishes to exchange the second product as well)

            • The number of products for exchange has to be mentioned in one email if they are from the same order. If not mentioned at the same time and the first product has been picked up, a charge of 100rs will be levied.

            Cancellation Policy

            For Prepaid Orders, if you wish to cancel your order, please do let us know via email 1 hour after placing the order. After 1 hour, the order gets processed automatically. (only requests received within 1 hour of placing the order via email will be accepted)

             

            * Products are subject to availability.