At Forever Love, we hope that you are delighted with your order. However, should there be any reason that you are not entirely satisfied, you may return your purchase to us for a full refund or exchange provided that:
1. The goods are unused and in their original packaging
2. You inform us that you wish to return your goods within 14 working days from the date you receive your goods by emailing email@example.com
3. You return the goods to us and provide proof of postage to our warehouse address within 14 working days from the date you receive them.
Please be aware that you (The customer) are responsible for any postage costs if the item is not faulty.
Please note: Earrings and Lola's Lashes are exempt from our 30 day money back guarantee due to hygiene reasons.
Our delivery charges cannot be refunded.
Returning Your Goods
When returning your goods, please ensure the package has been securely sealed and packaged to prevent damage during transit, ideally in our original shipping materials. Please provide full details of your name and your original customer order number (which can be found on your order confirmation email, or by logging into your account on our website). This will help us match up the return to your account.
Please send returns to the address below:
Unit 13 Glossop Brooke Business Park
Please note: when you return your parcel, please retain your proof of postage in order to provide proof to us that you have returned the goods in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit.
Damaged In Transit/Faulty Items
We're so sorry if there is a problem with a product. We try to ensure our products are packaged as securely as possible during transit. Please email us with your order number & a picture of the damaged item and we'll try to resolve this as quickly as possible.
Please contact us via email at firstname.lastname@example.org within 14 days of receipt of your order.
Failure to report a damaged item within 14 days will invalidate your right to any refund or replacement.
If your item is faulty or develops a fault soon after purchase, please contact us by email as soon as you notice the fault, and no later than 30 days after receipt of your goods (or if it is an electrical item, within 12months. This is excluding bulbs). Since we have no way of knowing what treatment a product has received once it arrives with the customer, Forever Love will not accept responsibility for goods after more than 30 days.
We will need you to explain clearly which item/s are faulty with supporting photographic or video evidence. If an item is indeed faulty, we will refund the price you paid for the goods, or, arrange for replacement goods to be sent to you. If our customer service team asks you to return the damaged goods to us, you can do so at our expense with a prepaid returns label.
Please do not send any faulty goods back to ourselves before contacting our customer service team. Sending items back to ourselves before confirming with our customer service team will result you being liable for any charges for the returned postage.
Incorrect or missing goods
Please contact us by email at email@example.com within 14 days of receipt of your order. Failure to report incorrectly sent goods or goods missing from your order within 14 days will invalidate your right to any refund or replacement.
If we have sent you the wrong goods, or if we have failed to send you goods you have paid for (without acknowledging the shortfall on your delivery note and issuing you with a refund), we will need you to explain clearly what you have received in error or what is missing. We will arrange to send out the correct goods straight away (or alternatively issue you with a refund) and ask you to return any goods you were sent in error. We will provide a returns label by email.
Mis-entered delivery details
If you have entered delivery details incorrectly, we can help you to arrange redelivery, unfortunately it will be at the full cost of the original order. If, as a result of incorrect delivery details, a parcel is returned to us by the Post Office, or one of our courier firms, we can arrange redelivery to the correct address for payment of £5.99 to cover the additional shipping charges.