Purchasing/Shipping Policies
Purchasing on Lilovy.com
At Lilovy you can make your purchase as a guest or as a registered customer. Registering is very simple and will serve to speed up your purchases and track your orders.
If you want to send an order to a different address than usual or you want to send it to another person, you can modify the shipping information for that order before making the payment.
Once the payment is confirmed, you will receive a confirmation email with the order confirmation number.
Modifying an order
When an order has been placed and confirmed with payment, it cannot be extended by adding more products or modifying those that have been selected. If you wish, you can place an additional order or cancel the current order and place a new one adding the new products. In Spanish peninsula the shipping is free for orders from 80€ and to the rest of Europe the shipping is free from 300€.
Orders can be canceled up to one hour after making the payment by writing to hola@lilovy.com.
To make a return, continue to point ‘4. Returns & Exchanges’ .
Lilovy Family
With each purchase, by joining the Lilovy.com Family you could obtain a not accumulable coupon with which you can enjoy additional discounts on your next purchases. Remember to check the expiration of your coupons.
Payment methods
At Lilovy you can make your order with VISA and MASTERCARD.
Once the payment is made, you will receive an automatic notification to the email address with which you made the order to confirm that we have received the payment and that we are beginning to prepare your order.
Safe purchase
For Lilovy, online purchase safety is essential, which is why all payments made on Lilovy.com website are processed through secure payment platforms such as Stripe through which Lilovy does not have access or save any confidential information of its clients.
Find out by following this link why Stripe is so secure and why it is considered to be the best payment processing platform to manage your payments.
This is Forbes’ opinion on the Stripe payment processing platform.
Company invoice
To request an invoice as a company you must contact us via email hola@lilovy.com and you will be able to receive it electronically free of charge within one week.
Shipping methods and costs
Shipping options may vary depending on the delivery address, the type of product or availability.
Deliveries are made only on working days. Lilovy is physically based in the province of Malaga, Spain, therefore, we follow the work calendar that marks national (Spain), regional (Andalusia) and local (Estepona) holidays.
Our only shipments are Premium shipments. When placing an order on Lilovy.com, within 24 hours the Lilovy team will prepare the order so that approximately between 1 to 3 business days later (peninsular national shipments) and approximately 4 to 7 days later for the rest of Europe you will receive your order to the address you have indicated. At the moment, the logistics do not permit shipments to the autonomous cities of Ceuta and Melilla, the Balearic Islands and the Canary Islands and outside the European territory, but we are working on offering this service soon.
Before paying the order, the customer can confirm the delivery address.
In Spain our Premium shipments contemplate a shipping cost of 4.99 euros, being free for purchases over 80 euros. The delivery of this type of order is considered to be between 1 and 3 business days (24 to 72 hours) approximately.
In the rest of Europe, our Premium shipments contemplate a shipping cost of 24.99 euros, being free for purchases over 300 euros. The delivery of this type of order is considered to be approximately between 4 and 7 days.
The times indicated above will be extended for the Balearic Islands, the Canary Islands, Ceuta, Melilla (once they are available) and remote areas, due to force majeure reasons beyond our control.
In case of wrong address indicated by the client, the shipment will be processed again, however the charge will be on the client.
Order status
When you place an order, you will receive updated information on your order until it leaves our facilities. If you want to track your order, you have 2 options:
- If you have a Lilovy.com account: You can check where your order is by accessing your account on www.lilovy.com – ‘My account’ – ‘Track My Order’, using the email address and order number that was sent to you by email once you made the purchase.
- If you don’t have a Lilovy.com account yet: By following this link: https://www.lilovy.com/en/my-account/ , create a user on our website and become part of our Lilovy Family. Once in your account, access the ‘Track My Order’ section and enter the email and order number that was sent to you by email once you made the purchase.
In the case of your order being sent through the transport company ‘Correos’, if shipment locator says “Pending to be picked up at the post office” and you have not received it, it means that the postman tried to take it to the requested address, but has not managed to deliver it to the recipient. In this case, you can pick it up within 14 calendar days at the post office with the recipient’s ID.
If you do not receive your order within 4 business days in mainland Spain or 8 business days in Europe, please contact us at hola@lilovy.com to help you find a solution. These delays are due to circumstances which are out of our control.
Orders for the Islands
As soon as it will be available, orders placed on Lilovy.com that should be sent to the Canary Islands will have a supplement, which is out of our control, established by the Canary Islands Government.
Upon receiving the package, the courier will charge the client what is established according to the regulations applied directly in the island territory, that is, the Customs expense and the IGIC.
The delivery times will be different in the case of the Balearic Islands, the Canary Islands, Ceuta and Melilla, being able to only opt for ordinary shipping even though it is called “premium” by default. Please verify this information before placing your order.
We remind you that shipments addressed to the Canary Islands, Ceuta and Melilla must pass customs processing at the destination. For this reason, the delivery time of the order may be affected since the customs process cannot be evaluated.
How to make a return due to a client’s cancellation
Once the order is received, the return period is up to 60 calendar days**.
The products must be returned in the same state in which you have received them, therefore, new products must be returned new, original packaging and wrapping must be without signs of being manipulated, unused and complete. Please be careful with the products while they are in your possession and do not remove the tags until you are sure you want to keep each of the items.
Please continue reading and review point ‘7. Manual for product return due to cancellation, wrong product or damaged product.’
The right of cancellation will not be applicable to those products which are sealed and have been unsealed by a client after the delivery and that are not suitable to be returned for reasons of health or hygiene protection. Within this type of products, the following products would be for mere exemplary purposes, and in no case limited:
- Underwear and swimwear
- Pacifiers, teats, bottles, sterilizers, breast pumps
- Personalized products
Once the return has been requested by e-mail to hola@lilovy.com, during the first 14 calendar days, if the return includes the entire purchase, the correct procedure has been followed and the products are in the same state in which you have received them, therefore new products are returned new, packaging and wrapping is without signs of having been manipulated, unused and complete, we will proceed to refund the total amount of the purchase within the 14 days of your return request, including the shipping costs. The customer will be responsible for the return costs.
In the case of an order that contains more than one divisible item, if during the cancellation period the customer decides to return a single item, and not the entire order, Lilovy.com will refund the total amount of the item that the customer decided to return, without the shipping and return costs.
** After 14 calendar days from the moment you received the product and up to 60 calendar days later, Lilovy.com offers you the possibility of returning the product as long as it is in the same state in which you received it, therefore, new products must be returned new, original packaging and wrapping without signs of having been manipulated, unused and complete. Lilovy.com reserves the right to modify the conditions outside the legal cancellation period without prior notice. Please consult the conditions if you wish to make a return after 14 calendar days from the moment you have received the product. Outside the legal cancellation period, transport, shipping and return costs will be paid by the buyer and the return will be made in the form of a promotional code with the amount equivalent to the refund.
The reduction of the refund after 14 calendar days will be according to the following table:
Refund reduction table after 14 calendar days
| Calendar days from receiving an order | Refund Reduction | Full Refund |
| First 14 days | 0% | 100% |
| From day 15 to 30 | 30% | 70% |
| From day 31 to 45 | 40% | 60% |
| From day 46 to 60 | 50% | 50% |
Orders in the Christmas period
From December 1 of the current year to January 15 of the following year, the following special conditions will apply: From the moment the order is received, the cancellation period will be 14 calendar days according to law. As of the 15th calendar day, and as long as it is within the period from December 1 of the current year to January 15 of the following year, a refund of 100% of the value of the order will be applied, minus the amount of shipping and return costs. Outside this period, the conditions of the ‘Refund reduction table after 14 calendar days’ will apply.
How to make a return of a defective or wrong product
Check your product before unpacking it. If at the time of delivery you clearly and visibly notice, without the need to manipulate the shipping packaging or the product packaging itself, that a product has defects caused by a transport damage, you must record it on the delivery note of the transport company or communicate it to the carrier at the time of delivery and photograph the order received. If one of the products received is defective or an error is seen in the merchandise received, the customer must start the return process within 24 hours, indicating this reason and adding photos or videos of the order received. Please contact the Lilovy.com team through the e-mail hola@lilovy.com and we will try to give you a solution as soon as possible.
Please review point ‘7. Manual for product return due to cancellation, wrong product or damaged product.’
The contractual guarantee offered is the one established in ‘Real Decreto Legislativo 1/2007’ of November 16, which approves the Consolidated Text of the General Law for the Defense of Clients and Users.
In the case of a defective product, the seller must proceed, as appropriate, to repair, replace, reduce the price or terminate the contract, procedures that will be free for the consumer and user.
Lilovy.com will be liable for any lack of conformity that manifests itself within a period of two years from delivery, provided that the client has informed us of said lack of conformity within a period of two months from becoming aware of it.
Different warranties apply to different products offered by Lilovy.com.
Please review point ‘7. Manual for product return due to cancellation, wrong product or damaged product.’
There are complaint sheets available to individual users of the website www.lilovy.com.
Each of the orders placed through this portal could be subject to a claim. The purpose of said claim will be limited to the specific request for which it is the cause, but in no way may they be accumulated, or extended to other orders, nor may they establish actions that exceed the object of the specific request for which they are the cause, nor generate any expectation of right of facing future unformalized orders.
- Request the return to the Lilovy.com team through the e-mail hola@lilovy.com.
- Please make sure that the product is in exactly the same condition in which you have received it. New and without signs of manipulation, with the packaging and wrappers with their original seal and in perfect condition.
- Pack the product in a clean box with the same dimensions or as close as possible.
- Seal the box properly to prevent the original packaging of the product or the product itself from being damaged in transit.
- Photograph the original packaging of the product and the box on each of its sides for future reference if necessary.
If you wish to cancel the contract and return the items received, please fill out the following form and send it to hola@lilovy.com.
By this means I/we (_________________________________) give notice of the cancellation of my/our (____________________________) contract for the following order/orders with number (_________________________) and the provision of their services (__________________________)
Ordered on (_________________)/Received on (________________________)
Name of consumer(s) _________________________________
Address of consumer(s) _________________________________
Date (________________________)
______________________
(*) Cross out what does not apply
