FAQs for LuvEsence

Q. I ordered a package from LuvEsence when can I expect to receive my Luv Package?
A. You will receive your package within 2-5 working days from the time the order was placed.

Q. What are the usual shipping times for Luv packages?
A. Luv orders placed on weekdays will be dispatched the next day. Orders placed on the weekends will be dispatched on the next working day.

Q. Where does LuvEsence ship?
A. We ship islandwise.

Q. When will my order ship?
A. All orders placed from Monday to Friday before 12 noon will be dispatched on the same day. Orders made after Friday 12 noon to Sunday will be dispatched on the next working day.

Q. How can I edit my shipping address?
A. If your order is shipping to an incorrect address please email at online@luvesence.com.

Q. How much is shipping?
A. We charge a flat rate of 200LKR for 5 kilos. Shipping charges will get calculated automatically at checkout.

Q. We are sorry you didn’t like our Luv package, please kindly follow the below link to see our return policies:
A. Returns Policy

Q. What should I do if I receive the wrong product?
A. If you received a product different from the one that you ordered, sorry about that! Please contact us at online@luvesence.com and we’ll be sure to send you the Luvesence product you ordered.

Q. How can I get LuvEsence products?
A. You can place an order through our website or alternatively visit the store at Majestic City Majestic City, 2-01, 1st floor, Colombo 04 or call us on our hotline 0776-584-848.

Q. How can I get to know more information on the product?
A. You can learn all about the products on our website. If you have any further questions or queries you can email us on online@luvesence.com or feel free to call us on our hotline number 0776-584-848.

Q. Where can I get to know the user instructions for the product?
A.  Please check the back of the bottle for instructions on how to use your Luv product, alternatively please check our website.

Q. Where can I check the expiry date of the products?
A.  All our product expiry dates are mentioned on the back of the packaging. Don’t forget to also check the ‘Period After Open’ symbol.

Q. Are LuvEsence products cruelty free?
A. We’re committed to being cruelty free: this means we do not test on animals at any stage of product development because we believe all creatures are important and deserving of love.

Q. When will my credit card be charged?
A. Your credit card will be charged as soon as your order is placed.

Q. What forms of payments do you accept?
A. We accept VISA, Master, Amex credit/debit cards, as well as Freemi, Genie, MCash, EZCash, as well as Cash on Delivery.

Q. My payment got declined, what do I do now?
A. Oh no! Please check whether the card details entered is correct. For example, security code, billing address & card expiry date. If all these are correct and still your payment got declined, please call your relevant bank. If there is still no issue please call our hotline on 0776-584-848, we are happy to help.

Q. How can I update my order?
A. Please email us at online@luvesence.com if you would like to change your Luv order. However, updating orders cannot be guaranteed as our logistics center processes orders quickly. We will do our best to accommodate your request.

Q. I didn’t receive my confirmation email after placing the order, what do I do?
A. Please check your Spam folder, if the email is not there, kindly get in touch with us at online@luvesence.com or 0776-584-848 and we will resend the confirmation email.

Q. Where can I find my order confirmation number for my Luv package?
A. You can find your order confirmation number on the email you would have received after placing the order, or you can find it under Account History in your LuvEsence Account.

Q. How can I check the status of my order?
A. You can view your order status on your LuvEsence account page.

Q. I have received a Promo Code, where do I use it?
A. You can use your Luv Promo Code at checkout.

Q. How can I cancel my LuvEsence order?
A. You will have the option to cancel by emailing us at online@luvesence.com or calling us on 0776-584-848. However if the package has been dispatched from our logistics center there will be a 500LKR cancellation charge.

Q. I accidently cancelled my order, can I resume it?
A. If you have cancelled your Luv order accidently, please get in touch with us at online@luvesence.com or call us on 0776-584-848 and we will assist you.

Q. I forgot my User ID and/or password?
A. Please call us on 0776-584-848 or email us at online@luvesence.com and we will send a reset link.

Q. How can I unsubscribe from LuvEsence email newsletters?
A. Simply click the “Unsubscribe” link at the bottom of any email you receive from us. You cannot unsubscribe from emails relating to your order.

If you still can’t find an answer to your question, please contact our customer service center at 0776-584-848 from 9:00am-6:00pm Monday – Friday (excluding holidays). You may also contact us via email at online@luvesence.com