Terms and Conditions of Sale
These Terms & Conditions explain the terms that apply when you purchase products from Lovall.
Please read these terms carefully before ordering with us. These terms tell you what you need to know about buying with us. If you think that there might be a mistake in these terms, please let us know. We may revise these terms and conditions without notice by posting revised terms and conditions of sale on our website.
1. WHO WE ARE & HOW TO CONTACT US
1. About Lovall
Lovall is operated by HB Trading Ltd, a company registered in England and Wales under company number 09615070 ("Lovall", "we", "us" or "our").
Registered office: Cannock, Staffordshire, WS11 7FJ
VAT number: 214712439
1.2 How to contact us.
You can contact us at https://support.lovall.com/en-GB. We recommend contacting our Customer Care team through the chat function available on our website.
These terms apply to purchases made through lovall.com and the regional Lovall stores available through our website.
If you're contacting us about an existing order, please have your order number and the email address used to place the order available.
1.3 How we may contact you.
If we need to contact you about your order, we'll use the email address, telephone number or other contact details you provided when placing your order.
Please make sure the information you provide to us is accurate and kept up to date.
2. THESE TERMS & YOUR ORDER
2.1 What these terms cover.
These Terms & Conditions apply when you purchase products from Lovall through our website.
They form part of the contract between you and us, so please read them carefully before placing your order.
2.2 Who can place an order.
You must be legally capable of entering into a contract to place an order with us.
Our products are primarily intended for consumers purchasing for personal use rather than for commercial resale.
2.3 Checking your order.
Before completing checkout, please check your order carefully, particularly your:
- products;
- size and length;
- colour;
- delivery address;
- email address;
- payment details; and
- delivery method.
You're responsible for ensuring the information you provide to us is complete and accurate.
2.4 Order acknowledgement.
Once you've placed your order, we'll send you an email confirming that we've received it.
This acknowledgement does not necessarily mean that we've accepted your order.
2.5 When we accept your order.
A contract between you and Lovall is formed when we accept your order and confirm that your products have been dispatched.
2.6 If we cannot accept your order.
If we're unable to accept your order, we'll let you know and refund any payment you've already made for the affected products.
3. WHEN WE MAY REFUSE OR CANCEL AN ORDER
3.1 Reasons we may refuse an order.
Although it's unusual, there may be occasions where we're unable to accept or fulfil an order.
This could happen because:
- a product is unexpectedly out of stock;
- your payment hasn't been authorised;
- your billing or delivery information is incorrect or cannot be verified;
- we've identified an obvious error in the product description, price or promotion;
- we're unable to deliver to your chosen location;
- you've exceeded a product or promotional purchase limit; or
- we reasonably believe accepting the order could expose Lovall or another person to fraud, misuse or other unlawful activity.
3.2 Fraud and suspicious activity.
We may refuse, hold or cancel an order where our systems or payment partners identify potentially fraudulent, suspicious or unusual activity.
We may request additional information where reasonably necessary to verify an order.
3.3 Resale and commercial purchasing.
Lovall products are primarily supplied for personal, non-commercial use.
We reserve the right to restrict quantities, refuse orders or cancel orders where we reasonably believe products are being purchased for unauthorised commercial resale.
3.4 Misuse of promotions.
We may refuse or cancel orders where we reasonably believe a discount, promotional offer, referral programme or other benefit is being abused, manipulated or used contrary to its terms.
3.5 If we've already taken payment. If we cancel an order after taking payment, we'll refund the amount paid for the affected products.
4. OUR PRODUCTS
4.1 Product descriptions.
We take care to describe our products as accurately as possible.
Product descriptions, measurements and other information are provided to help you make an informed purchasing decision.
4.2 Product images and colours.
We make every reasonable effort to display products accurately. However, colours may appear slightly different depending on your screen, device settings, lighting or photography.
Packaging may also vary from images shown on our website.
4.3 Sizing and measurements.
Measurements shown on our website and within our Size & Length Guides are provided to help you find the right fit.
Because different fabrics can stretch, drape and fit differently, the same labelled size may feel slightly different between products.
Small manufacturing tolerances may also result in minor variations between individual garments.
We recommend checking the product description and our current Size & Length Guides before ordering.
4.4 Minor variations.
Products may occasionally have small variations in colour, finish, measurements, stitching or other characteristics as a natural result of the manufacturing process.
Nothing in this section affects your rights where a product is faulty, materially different from its description or otherwise doesn't conform to your contract with us.
5. PRICES & PAYMENT
5.1 Our prices.
The price you pay will be the price displayed at checkout when you place your order.
Prices displayed on our UK store include VAT where applicable.
Delivery charges and any other applicable costs will be shown before you complete your purchase.
5.2 Payment methods.
We accept the payment methods displayed at checkout.
Depending on your location and eligibility, these may include Visa, Mastercard, Maestro, American Express, PayPal, Apple Pay, Google Pay, Shop Pay, Klarna and Clearpay.
Available payment methods may vary by country, currency and eligibility.
5.3 When payment is taken.
Payment will be authorised or taken using your selected payment method as part of the checkout and order process.
You confirm that you're authorised to use the payment method provided.
5.4 Pricing errors.
We try to make sure our prices are always correct, but occasionally mistakes happen.
If we discover an obvious pricing error before accepting your order, we'll contact you where appropriate and give you the option to purchase the product at the correct price or cancel the affected item.
Where an error is obvious and could reasonably have been recognised as a mistake, we aren't required to supply the product at the incorrect price.
If we've already taken payment and cancel the affected product, we'll issue a refund.
6. KLARNA, CLEARPAY & OTHER PAYMENT PROVIDERS
6.1 Third-party payment providers.
Where available, you may be able to pay using third-party payment or Buy Now Pay Later providers such as Klarna or Clearpay.
6.2 Additional terms.
Your use of these services is also subject to the relevant provider's terms, eligibility requirements and approval process.
6.3 Credit decisions.
Lovall doesn't determine whether you're eligible for credit and doesn't control decisions made by third-party credit providers.
Please make sure you understand the provider's terms and can afford any repayments before choosing a credit-based payment option.
6.4 Refunds.
Where a refund relates to an order paid through a third-party payment provider, we'll notify the provider when we process the refund. Your payment plan or balance will then be updated by that provider in accordance with its own processes.
7. DISCOUNTS & PROMOTIONAL OFFERS
7.1 Using a discount code.
Unless we tell you otherwise:
- only one discount code can be used per order;
- codes cannot be combined or stacked;
- codes must be entered before completing checkout;
- discounts cannot be retrospectively added after an order has been placed;
- discounts will usually apply to full-priced products only;
- selected products or collections may be excluded;
- discount codes cannot be used to purchase gift cards; and
- minimum spends, maximum discounts or other eligibility requirements may apply.
7.2 Promotion dates.
Promotions may have specific start and end dates. A promotion cannot normally be used outside the advertised promotional period.
7.3 Promotion-specific terms.
Individual promotions may have additional terms. Where they do, those terms will be provided alongside the promotion and will form part of these Terms & Conditions.
7.4 Changing or withdrawing a promotion.
We may withdraw, amend or cancel a promotion where reasonably necessary, including where there has been a technical error, fraud, misuse or circumstances outside our reasonable control.
This won't affect orders we've already accepted unless there has been an obvious error, fraud or other lawful reason for us to take action.
7.5 Returns from discounted orders.
If you return an item purchased using a discount, your refund will reflect the amount you actually paid for that item after the discount was applied.
8. GIFT CARDS
8.1 Lovall e-Gift Cards.
Lovall e-Gift Cards are delivered digitally unless expressly stated otherwise.
8.2 Using your gift card.
Gift cards can be redeemed against eligible purchases on the Lovall store for which they were issued.
Where supported, you don't need to spend the entire balance in one transaction.
8.3 Restrictions.
Unless we tell you otherwise, gift cards:
- cannot be exchanged for cash;
- cannot be purchased using a promotional discount code; and
- are intended for use on the Lovall store or region for which they were issued.
8.4 Keeping your gift card safe.
Please treat your gift card code like cash and keep it secure.
We may be unable to replace funds which have already been redeemed after a gift card code has been shared, lost or compromised.
8.5 Refunds to gift cards.
If you return an item purchased using a gift card, the relevant amount will normally be returned to the original gift card.
Where multiple payment methods were used, the refund may be returned across those original payment methods as appropriate.
8.6 Expiry.
Any expiry period applicable to a Lovall gift card will be communicated when the gift card is purchased.
9. DELIVERY
9.1 Delivery options.
Available delivery methods, estimated delivery times and charges will be shown at checkout and may also be explained within our Help Centre.
9.2 Delivery estimates.
Unless we expressly agree otherwise, delivery dates and timeframes are estimates rather than guaranteed delivery dates.
We'll always do our best to deliver within the expected timeframe.
9.3 Delays.
Occasionally, delays happen outside our reasonable control, including courier disruption, severe weather, customs delays or other operational events.
If a delay is likely to be substantial, please contact us. Your statutory rights relating to delayed delivery will continue to apply.
9.4 Your delivery information.
You're responsible for providing a complete and accurate delivery address.
Please check your address carefully before completing your order.
9.5 Failed delivery.
If delivery is attempted but unsuccessful, please follow the instructions provided by the courier to rearrange delivery or collect your parcel.
If your parcel is returned to us because delivery couldn't be completed, we'll deal with the order in accordance with our delivery and returns policies.
Where legally permitted, reasonable additional costs caused by incorrect information provided by you, refusal of delivery or repeated unsuccessful delivery attempts may be deducted from any refund.
9.6 When responsibility passes to you.
Your order becomes your responsibility when it is delivered to you, to the address you've provided, or to another person or location you've expressly authorised, subject to your statutory rights.
9.7 Ownership.
You own the products once we've received payment in full.
10. INTERNATIONAL ORDERS, CUSTOMS & DUTIES
10.1 International orders.
Lovall operates regional stores and ships to a number of international destinations.
Prices, currencies, delivery options, taxes and duties may vary depending on your location.
10.2 Duties and taxes.
Where duties and taxes are included in the amount you pay at checkout, we'll make this clear during your purchase.
Where they're not included, you may be responsible for import duties, taxes, customs charges or other fees imposed by your destination country.
10.3 Local requirements. Y
ou're responsible for complying with applicable import laws and regulations in your destination country.
10.4 Refused international deliveries.
If an international order is refused because applicable duties or customs charges haven't been paid, additional costs may be incurred before the parcel is returned to us.
Where permitted by law, reasonable costs directly resulting from the refusal may be deducted from your refund.
11. CHANGING OR CANCELLING AN ORDER BEFORE DISPATCH
11.1 Making changes.
We begin processing orders quickly, so we're unable to guarantee that an order can be changed once it has been placed.
11.2 Cancellation and amendment window.
Where available, Lovall may provide a short period immediately after checkout during which you can cancel your order or amend certain delivery information.
The options available to you will be displayed as part of the order process.
11.3 Once fulfilment has started.
Once your order has entered fulfilment, we may no longer be able to:
- cancel the order;
- change products, colours, sizes or lengths;
- change your payment method;
- change your delivery service; or
- amend your delivery information.
11.4 Your statutory rights remain unaffected.
Our inability to change or cancel an order before dispatch doesn't affect any statutory right you may have to cancel an eligible online purchase.
12. YOUR LEGAL RIGHT TO CHANGE YOUR MIND
12.1 Your cancellation right. I
f you're a UK consumer purchasing online, you generally have the legal right to change your mind about most products.
12.2 Cancellation period.
You normally have 14 days from the day after you receive your order to tell us that you wish to cancel.
If products from the same order are delivered separately, the cancellation period generally runs from the day after you receive the final item.
12.3 Returning your products.
After telling us that you wish to cancel, you normally have a further 14 days to send the products back to us.
12.4 How to cancel.
You can exercise your right to cancel by clearly telling us that you wish to cancel your contract.
You can do this through our Customer Care or returns process, or by using the Model Cancellation Form at the end of these terms.
You don't have to use the form.
12.5 Exceptions.
Your statutory right to change your mind doesn't apply to certain products where an exemption under consumer law applies, including certain sealed products which aren't suitable for return for health protection or hygiene reasons once unsealed.
12.6 Additional Lovall returns policy.
Your statutory cancellation rights are separate from any more generous returns period we voluntarily offer through our Returns Policy.
13. OUR RETURNS POLICY
13.1 Additional returns period.
In addition to your statutory rights, Lovall may provide a goodwill returns period.
Our current return window, return methods, applicable charges and instructions are available within our Returns Policy and Help Centre.
13.2 Condition of returned products.
Unless a product is faulty or your statutory rights provide otherwise, returned products should be:
- unworn;
- unwashed;
- unused;
- unaltered;
- in a resaleable condition;
- free from marks, make-up, scents, pet hair or other contamination; and
- returned with original swing tags and any applicable hygiene seals intact.
13.3 Trying products on.
You can inspect and try a product in the same way you reasonably would in a physical shop.
13.4 Reduced refunds.
If your handling of a product goes beyond what is reasonably necessary to establish its nature, characteristics and fit, we may reduce your refund to reflect any resulting reduction in value where the law allows us to do so.
13.5 Return costs.
Unless a product is faulty, incorrect, misdescribed or we tell you otherwise, you may be responsible for the cost of returning it.
Current return methods and charges are explained within our Returns Policy.
13.6 Proof of return.
We recommend keeping your return receipt or other proof of postage until your return has been processed.
14. HYGIENE-SENSITIVE PRODUCTS
14.1 Hygiene exclusions.
Certain products may be excluded from change-of-mind returns where legally permitted for health protection or hygiene reasons.
This may include underwear and other sealed hygiene-sensitive products once the relevant hygiene seal has been removed or broken.
14.2 Products that remain sealed.
Where a hygiene-sensitive product remains sealed and otherwise meets our returns requirements, normal return rights may continue to apply.
14.3 Faulty products.
This section doesn't affect your rights if a hygiene-sensitive product is faulty, damaged, incorrect or not as described.
15. REFUNDS
15.1 How we'll refund you.
Where you're entitled to a refund, we'll return the relevant amount to your original payment method unless the law permits or requires otherwise.
15.2 Gift card payments.
Where an order was paid wholly or partly using a gift card, the relevant amount will normally be returned to the original gift card first.
15.3 Buy Now Pay Later.
If you used Klarna, Clearpay or another payment provider, we'll notify that provider once we've processed your refund. Any remaining payment schedule or balance will then be updated by the provider.
15.4 Original delivery charges.
Where you exercise your statutory right to cancel your entire order, we'll refund the standard outbound delivery charge where required by law.
If you selected a more expensive delivery service than our least expensive standard option, we're not required to refund the additional cost of that upgraded service.
15.5 When we'll issue your refund.
For statutory cancellations, we may withhold your refund until we've received the products back or you've provided evidence that you've returned them, whichever occurs first.
We'll then process your refund within the timeframe required by applicable law.
15.6 Bank processing times.
Once we've processed a refund, your bank or payment provider may take additional time to display the funds in your account. This is outside our control.
16. EXCHANGES
16.1 Availability.
Where exchanges are available, they're subject to stock availability and the process set out in our Returns Policy.
16.2 Stock cannot be reserved.
We can't guarantee that a replacement size, length, colour or product will remain available while your return is in transit.
16.3 If an exchange is unavailable. I
f we're unable to complete your requested exchange, we'll provide the appropriate alternative in accordance with our Returns Policy and your statutory rights.
17. FAULTY, DAMAGED OR INCORRECT PRODUCTS
17.1 Our quality commitment.
We take the quality of Lovall products seriously and we're under a legal duty to supply products that conform to your contract with us.
Products must, amongst other things, be of satisfactory quality, fit for purpose and as described.
17.2 If something isn't right.
If you believe your product is faulty, damaged, incorrect or not as described, please contact our Customer Care team.
17.3 Helping us investigate. T
o help us understand what's happened, we may reasonably ask you to provide:
- photographs or video showing the issue;
- photographs of the product and care label;
- your order information;
- information about how the product has been worn, washed or cared for; and/or
- the product itself for inspection.
Requesting this information doesn't remove or restrict your statutory rights.
17.4 Your legal remedies.
Depending on the circumstances and applicable law, you may be entitled to a refund, repair or replacement.
UK consumer law provides additional rights in relation to faulty products, including a short-term right to reject qualifying faulty goods within 30 days and further rights to repair, replacement, price reduction or refund in appropriate circumstances.
17.5 What isn't necessarily a fault.
Normal wear and tear, accidental damage, misuse, damage caused by external factors or damage caused by failing to follow reasonable care instructions isn't necessarily a manufacturing fault.
Nothing in these terms limits your statutory consumer rights.
18. ITEMS RETURNED TO US BY MISTAKE
18.1 Checking your return.
Please make sure only the Lovall products you intend to return are included in your parcel.
18.2 Personal belongings and third-party products.
We're not responsible for personal belongings or products from other retailers accidentally returned to us.
We'll make reasonable efforts to help where we're able to identify an incorrectly returned item, but we can't guarantee that it can be located, stored or returned to you.
19. PROMOTIONAL BUNDLES & FREE GIFTS
19.1 Qualifying promotions.
Some promotions may require you to purchase a particular combination or minimum value of products to qualify for a discount, bundle price or free gift.
19.2 Returning part of a promotional order.
If you later return part of the qualifying order and the products you keep would no longer have qualified for the promotion, we may adjust your refund to reflect the original promotional terms where permitted by law.
19.3 Free gifts.
Where a free gift formed part of a qualifying promotion, you may be required to return the gift if your remaining order no longer meets the qualifying conditions.
19.4 Campaign-specific terms.
Specific promotional terms provided as part of a campaign will take priority where they differ from these general promotional terms.
20. PRODUCT RECALLS & SAFETY
20.1 Product recalls.
If we need to recall a product for safety, regulatory or quality reasons, we'll take reasonable steps to contact affected customers using the contact details available to us.
20.2 Following recall instructions.
Please follow any instructions provided in a product recall notice.
Where required, we'll provide an appropriate remedy in accordance with applicable law.
21. EVENTS OUTSIDE OUR CONTROL
21.1 Events we cannot reasonably control.
Sometimes things happen that we couldn't reasonably prevent.
These may include severe weather, natural disasters, transport disruption, courier network failures, strikes, fire, warehouse disruption, cyber incidents, government action or interruption
22. OUR RESPONSIBILITY TO YOU
22.1 Foreseeable losses. We're responsible for losses you suffer that are a foreseeable result of us breaking these terms or failing to use reasonable care and skill.
A loss is foreseeable if it was obvious that it would happen or if both you and we knew it might happen when the contract was formed.
22.2 Business losses. Our products are supplied to consumers for private use.
If you use our products for commercial or business purposes, we aren't responsible for business losses such as loss of profit, revenue, business opportunity or business interruption, except where applicable law says otherwise.
22.3 Liability we don't exclude. Nothing in these terms excludes or limits our liability where it would be unlawful to do so, including liability for:
- death or personal injury caused by our negligence;
- fraud or fraudulent misrepresentation; or
- your statutory consumer rights.
23. USING OUR WEBSITE
23.1 Website availability.
We work hard to keep our website available, accurate and secure, but we can't guarantee uninterrupted access at all times.
23.2 Changes and maintenance.
We may occasionally update, suspend or restrict parts of the website for maintenance, security, operational or technical reasons.
23.3 Prohibited use.
You must not knowingly:
- introduce viruses, malicious code or other harmful material;
- attempt to gain unauthorised access to our website, servers or systems;
- interfere with the operation or security of our website;
- scrape, harvest or misuse website data unlawfully; or
- use our website for fraudulent, unlawful or abusive purposes.
24. INTELLECTUAL PROPERTY
24.1 Our content.
The Lovall name, branding, logos, website design, product imagery, photography, videos, graphics, text, product designs and other content are owned by or licensed to Lovall and are protected by intellectual property laws.
24.2 Personal use.
You may access and use our website and its content for your own personal, non-commercial use.
24.3 What you cannot do.
You must not reproduce, distribute, commercially exploit, modify, republish or otherwise use our content without our prior permission, except where permitted by law.
25. REVIEWS, PHOTOGRAPHS & CONTENT YOU SHARE WITH US
25.1 Content you submit.
If you submit a review, comment, photograph, video or other content directly through our website or services, you confirm that:
- you have the right to submit it;
- it doesn't infringe another person's rights;
- it isn't unlawful, abusive, misleading or defamatory; and
- it doesn't contain malicious software.
25.2 Moderation.
We may moderate, refuse or remove content from our website where reasonably necessary, including where it breaches these terms.
25.3 Using customer content.
Where we'd like to use customer-created content for marketing beyond the purpose for which it was originally submitted, we'll obtain or rely upon the appropriate permission or licence.
26. THIRD-PARTY SERVICES & LINKS
26.1 Third-party services.
Our website may contain links to or integrations with third-party services, including payment providers, delivery partners and social networks.
26.2 Their terms may apply.
If you choose to use a third-party service, that provider's own terms and privacy policies may also apply.
26.3 Third-party websites.
We're not responsible for websites or services that we don't operate, although this doesn't affect any responsibility we have to you for services we're legally responsible for providing.
27. PRIVACY & COOKIES
27.1 Your privacy.
We process personal information in accordance with our Privacy Policy.
27.2 Cookies.
We use cookies and similar technologies as explained in our Cookie Policy.
Please read these policies for more information about how we collect, use and protect your information.
28. COMPLAINTS
28.1 If something hasn't gone as expected.
Please give us the opportunity to put things right.
You can contact our Customer Care team through the Help Centre and chat function available on our website.
28.2 Helping us resolve your complaint.
Please provide your order number and as much relevant information as possible so we can investigate efficiently.
28.3 Your rights.
Nothing in our complaints process affects your statutory consumer rights.
29. CHANGES TO THESE TERMS
29.1 Updating our terms.
We may update these Terms & Conditions from time to time, including to reflect:
- changes in law or regulation;
- changes to the way Lovall operates;
- new payment or delivery services;
- new products or functionality; or
- improvements to make these terms clearer.
29.2 Which version applies to you.
The terms that apply to your purchase will generally be those in force when you place your order.
The latest revision date will be shown at the top of this page.
30. OTHER IMPORTANT TERMS
30.1 If we transfer this agreement.
We may transfer our rights and obligations under these terms to another organisation, provided doing so doesn't negatively affect your rights under your contract with us.
30.2 Transferring your rights.
You may only transfer your rights or obligations under these terms to another person if we agree or applicable law allows you to do so.
30.3 Nobody else has rights under this contract.
The contract is between you and Lovall. No other person has a right to enforce its terms except where the law expressly provides otherwise.
30.4 If part of these terms is invalid.
Each paragraph operates separately. If a court or relevant authority finds any part unlawful or unenforceable, the remaining provisions will continue to apply.
30.5 If we delay enforcing our rights.
If we don't immediately insist that you do something required under these terms, or delay taking action following a breach, that doesn't mean we've given up our right to enforce those terms later.
31. WHICH COUNTRY'S LAWS APPLY?
31.1 England and Wales.
If you live in England or Wales, these terms and your contract with us are governed by English law and you can bring legal proceedings in the courts of England and Wales.
31.2 Scotland.
If you live in Scotland, you can bring legal proceedings in either the Scottish courts or the courts of England and Wales.
31.3 Northern Ireland.
If you live in Northern Ireland, you can bring legal proceedings in either the Northern Irish courts or the courts of England and Wales.
31.4 Customers outside the UK.
If you're a consumer living elsewhere, you may also benefit from mandatory consumer protections and rights available under the laws of your country which cannot lawfully be excluded by these terms.
Nothing in this section removes any mandatory rights available to you under applicable consumer law.
