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FAQs for LuvEsence

Q. How long does it take for delivery?
A. You will receive your package within 4-5 working days!

Q. Where do you deliver to?
A. We deliver our goodies island-wide!

Q. How can I edit my shipping address?
A. Please email online@luvesence.com.

Q. How much is shipping?
A. We charge a flat rate of Rs.250 for island-wide delivery!

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

Q. What should I do if I receive the wrong product?
A. Please contact us at online@luvesence.com and we’ll be sure to send you the Luvesence product you ordered.

Q. How do I place an order?
A. You can place your order through our website or alternatively visit the store at One Galle Face Mall or call us on our hotline 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

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