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How to Contact Us:
Customer Service Hours:
Phone Hours:
9am-5pm Eastern Standard Time
Monday-Thursday
11am-5pm Friday
519-488-5528
Address:
LUVU Beauty
161 McConnell Street
Exeter, ON
Canada
N0M 1S3
All General questions regarding orders or general questions you can contact us For questions regarding wholesale please contact us or to inquiry about a wholesale account, please complete our
Wholesale Inquiry Form.
Placing Orders
We recommend all orders be placed, online at www.luvubeauty.com To ensure inventory stock.
We also have a password protected area available for Wholesale.
Although we recommend Online ordering we do except orders:
by phone at 519-488-5528
and by email: info@luvubeauty.com
Changes to Your Order
Add-ons and changes can be made up to 12 hours after an order has been placed. After that time, a separate order should be placed through the shopping cart. If you are making a change to your order within the allotted time, always include your order number as reference. Make sure to contact us as soon as possible to ensure you previous order has not been shipped. If the order has been shipped, a seperate order will have to be placed.
Payment Options
We accept VISA and Master Card over the phone. We also take payments through
the Pay Pal option on our site, Pay Pal invoicing, and by check or money orders through the mail (delays for this option). For Emailed or phone orders not paid by credit card, a Paypal invoice will be sent for payment
We do not currently offer terms. All orders must be paid for in full prior to being shipped.
Shipping Time
Shipping time is approximately 7-10 days depending on your location. If you would like to inquire about the status of your order, please do so courteously. Make sure to have your order number ready.
Orders containing Kits and Skin Care may take up to two weeks.
International Orders
International orders have the option of global express, which includes tracking, but may be costly for small orders. Please be advised that standard global mail (referred to as "priority or Air Mail", can take up to two weeks to arrive to its destination. Please note: Shipping prices for International mail have risen considerably over the last few months. It is unfortunate, but is not within our control to change.
Shipping Costs:
We only ship Wholesale Orders Via FedEx. A Flat Rate of $15 will be applied for all orders under $300, for order over $300, you will receive your shipping for free.
Back Ordered Products
Because our products are handmade, occasionally they will be on back order when your order is filled. If you receive your order and an item is missing, the letters B/O will be written next to the item on the invoice; this indicates the item is on Back Order. Back Ordered products ship as soon as we receive them, with no extra shipping charges to you. We appreciate your patience.
Returns
Returns of cosmetics and skin care are limited to damaged or incorrect merchandise. We offer exchanges only, not refunds. Do not assume that if a product does not meet your standards for texture, application, or color, that we will exchange it. Once it is shipped back to us for examination, we will determine if indeed the product is damaged, or does not meet our standards. In the majority of cases, products are exchanged without question, and shipping costs for the return are refunded. In some cases a customer simply has buyers remorse. In this case, products are sent back to the customer. This is standard procedure for cosmetics sales, since products can become contaminated once in a customers hands. We must guarantee all of our clients that the products that they purchase have been stored within our company walls in hygienic conditions prior to being shipped.
We do not accept returns on samples. The point of our samples is to try the product. If you do not find it appealing, simply do not order the full-sized counterpart. If you have a question about a sample, please contact our customer service department and we will be happy to give you any assistance necessary to find products that suit you. Monitors can be deceiving, so please keep in mind, we do not offer refunds or exchanges on undamaged merchandise. If you do not like something because the color does not suit you, that is not an applicable reason to ship it back for an exchange.
Returning Damaged or Incorrect Merchandise
If you have a concern, such as a hard lipstick or pencil, a mislabelled product, or a faulty brush, please contact us via our contact page or via phone within 7 days from receipt of your shipment. Have your order number ready. Do not ship products back to us without contacting customer service first. We will replace the product as well as the shipping cost incurred to you.
Brushes: Kabuki and Flat Top brushes tend to shed in the beginning. If you are still experiencing severe shedding after cleansing several weeks of use, please return the brushes for review and exchange and we will refund your shipping costs.
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