Returns & Exchange

Return & Exchange Policy

Last Updated: 10 November 2025

All sales of products from Love In Reality and Luv Dept, whether purchased in-store or online, are final. By completing a purchase, you acknowledge and agree to the terms of this policy. We do not accept returns, exchanges, or provide refunds for change of mind, incorrect size selection, or any other reason not explicitly outlined below.

1. Policy Scope: Final Sale

All items are sold on a final sale basis. Returns, exchanges, or refunds are strictly limited to the specific circumstances detailed in Sections 2 and 3 of this policy.

2. Pre-Order Fulfillment Issues

We stand behind our pre-order commitments. If your pre-order item has not been shipped or delivered within 8 weeks of your purchase date, please contact us.

  • We will provide you with a status update and, if we are unable to fulfil your order, you will be offered the choice of:

    • An exchange for another available product.

    • Store credit for the full value paid.

    • A full refund.

  • This provision applies only to non-fulfilment and does not constitute a general refund right for pre-orders.

3. Incorrect or Defective Items

We strive to ensure the quality and accuracy of every order. If you receive an incorrect item or discover a manufacturing defect, please contact us within 48 hours of receiving your parcel.

3.1 Definition of a Qualifying Defect
A "defect" is defined as a substantial flaw in workmanship or materials that renders the product unusable or significantly different from its advertised state. This includes, but is not limited to:

  • Large-scale damage or stains.

  • Major seam failures.

  • Missing essential components (e.g. buttons, zippers).

3.2 Non-Qualifying Conditions (Examples)
The following are considered inherent characteristics of the products and do not qualify as defects:

  • Minor imperfections such as loose threads or small dots (under 3mm).

  • Minor sizing variations (under 3cm in width/length).

  • Unopened buttonholes or slight asymmetry in striped/knitwear.

  • Small gaps in inner stitching (under 7mm).

  • Minor glue residue on accessories.

  • Natural grain, scarring, or texture on genuine leather products.

  • Variations in embossing, dyeing depth, or colour.

  • Wrinkles or creases resulting from normal packaging and shipping.

3.3 Process for Approved Claims
If your claim is accepted after our review:

  1. We will provide a pre-paid shipping label or arrange a convenient return method at our expense.

  2. The item must be returned in its original, unused, and unworn condition, with all tags attached and in the original packaging.

  3. Upon receipt and inspection of the returned item, we will, at your option:

    • Dispatch the correct item.

    • Offer an exchange for the same product in the correct colour/size.

    • Issue a refund only if a replacement or correct item is unavailable and cannot be supplied within 8 weeks of the initial purchase.

3.4 Unauthorized Returns
Any return shipment sent to us without prior approval from our customer service team will be considered unsolicited. We are under no obligation to accept, process, or return such items to you.

4. General Provisions

  • Force Majeure: We are not liable for failures or delays in performing our obligations under this policy due to events beyond our reasonable control.

  • Policy Updates: We reserve the right to update or modify this Return & Exchange Policy at any time without prior notice. The policy in effect at the time of your purchase will govern that transaction.

For any questions or to initiate a claim, please contact our team.