Order Help

WHAT DO I DO IF I RECEIVE A FAULTY ITEM IN MY ORDER?

We want to sort out any issues with faulty items straightaway.

As soon as you discover a fault, please contact our Customer Care team with:

  • The order number (you can find this on the original email, or via your My Accounts page)
  • The faulty item's name and product number
  • A description of the fault

We'll get back to you as soon as we can and send you a replacement item as quickly as we can.

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CAN I AMEND MY ORDER AFTER I'VE PLACED IT?

We're quick at packing your order up which means we can't make any changes once you've placed it. This includes changing the delivery option, delivery address or payment method (including the use of vouchers, discount codes or gift cards).

However, you may be able to cancel your order and place a new one instead. There are varying time limits in which you can cancel your order depending on what delivery option you’ve chosen:
Standard Delivery – 15 minutes after completing your order.
You can cancel an order by logging into ‘My Account’ and viewing your recent orders. If the button next to an order says ‘Cancel/View’, you still have time to cancel by clicking the button.
If the cancel option is not available, then unfortunately it’s is too late cancel the order. However, you can return any unwanted items for a refund once you’ve received your order.
For more information on our Returns Policy, please click here.

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I HAVE AN INCORRECT ITEM IN MY ORDER, WHAT DO I DO?

We want to sort out any issues with incorrect items straight away.
Please contact our Customer Care team with your order number and the incorrect item's name and product number.
We'll get back to you as soon as we can and send you a replacement item as quickly as we can.

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HOW CAN I CANCEL MY ORDER? (CONSUMER CONTRACTS REGULATIONS 2013)

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK) advise you have fourteen calendar days to cancel the contract for your order with us and we will issue you with a full refund for the items you have purchased and the cost of standard delivery if you've paid for shipping.

  • The fourteen calendar days start from the day after you receive your order.
  • If you’re returning your whole order and you’ve paid for delivery, we'll refund the cost of Standard Delivery to your country even if you've used one of our quicker delivery options. For example, if you pay £5 for a Next Day Delivery service but the cost of Standard Delivery is £3 then we will refund you £3. The extra £2 is not covered under these regulations. If only part of your order is returned, any delivery charge you paid won’t be refunded.
  • Check that you've agreed to receive our marketing emails by logging into your account and clicking 'Contact preferences'. If you aren't signed up to receive our marketing communications, then you can sign up by clicking the required communication in the ‘Subscriptions’ section of My Account. To change this, click 'Confirm Preferences' to start receiving all emails from us, including marketing subscriptions.
  • We need written confirmation of cancellation from you, so you'll need to get in touch using any of our available contact options to let us know you'd like to cancel your order under the Consumer Contracts Regulations 2013. Alternatively, you can complete the Order Cancellation/Withdrawal form and send it back to us. You'll find details on how to send this back to us on the form itself.
  • If you have already received your order, you will need to return to us the items from your order that you wish to cancel. Once you let us know you'd like to cancel we receive your completed Order Cancellation/Withdrawal Form, we will write and let you know how to do this.
  • The items you return must be unworn and in their original condition and will be inspected once we have received them.
  • We try hard to accept all returns. Returns to us need to have the original tags still on them but need not be returned to us in the same outer packaging in which they were delivered to you. However, it is your responsibility to ensure that the returned items are packaged well enough that they won't be damaged on the way back to us. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. In this case we will not refund you. If we do not receive the cancelled order back, we may arrange to have it collected at your cost.
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CAN I HAVE ITEMS SENT TO SOMEONE AS A GIFT?

If you want to send something to someone as a gift, then you can use their address as the delivery address for your order.

We don’t offer a gift-wrapping service so the goods will arrive just like a normal order. You might want to give the lucky person a warning so they know to expect a parcel!

We don’t display the prices of items on the paperwork included with an order so you can keep how much you’ve spent a secret.

In the unlikely event that there’s a problem with the order, we won’t be able to discuss any details with the recipient of the parcel. We can only discuss order and account information with the registered RAID account holder for the account the order was placed on.

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HOW CAN I SEARCH FOR ITEMS ON THE WEBSITE?

Do you know what it is you are looking for? If so type it into the search box at the top of every page and click on the magnifying glass icon.

From the options at the top of the page, you can then narrow your search by:

  • Sort (by price low-high, by price high - low, by what's new)
  • Product type
  • Size
  • Colour
  • Style
  • Price range
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CAN I RETURN ITEMS I'VE BOUGHT WITH A GIFT VOUCHER?

Of course! Your right to return an item is exactly the same regardless of whether you bought it with a gift voucher, a card payment, or a combination of the two.
If you paid for your whole order with a gift voucher, then the refund will be credited to your LOVE RAID account ready for you to spend straight away.
'If you paid with a combination of gift voucher and another payment method, we'll refund the alternative payment method first and then the remaining amount will be credited to your LOVE RAID account ready for you to spend straight away'.

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HOW CAN I PURCHASE AN LOVERAID GIFT VOUCHER?

The good news is that buying a gift voucher is easy - just decide:

  • Who you want to send it to
  • How much you want to spend

Gift Vouchers can't be bought using Klarna but you can use all other payment methods.
They can use the whole voucher at once or just part of it.
Gift vouchers may have an expiry date, check the product page for further information.
Please note it can take up to 24 hours for the gift voucher to be sent after you've placed your order.

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