Shop with confidence
Returns & exchanges
Our promise
- Every Lovelle bag is checked before it leaves us. If something isn't right, we'll make it right.
- You may exchange or return an unused bag within 7 days of delivery.
What qualifies
- The bag is unused, unworn and free of marks, scent or damage.
- All original packaging, dust bag, tags and accessories are included.
- You have your order number or the phone number used to order.
What we can't accept
- Bags that have been used, altered, washed or damaged after delivery.
- Clearance and final-sale items, and personalised or custom-made bags.
- Requests made more than 7 days after delivery.
How to start a return or exchange
- 1. Message us on WhatsApp or email with your order number and a photo of the bag.
- 2. We confirm eligibility within one working day and share the return address or arrange a rider.
- 3. Send the bag back in its original packaging. Return delivery is paid by you unless the item was faulty or the wrong item was sent — then we cover it.
- 4. Once we inspect it, we ship your exchange or process your refund.
Refunds
- M-PESA refunds are sent within 3 working days of the returned bag being received and approved.
- Card refunds (Visa, Mastercard, Amex) take 5–10 working days to appear, depending on your bank.
- Delivery fees are refunded only when the item was faulty or incorrect.
Faulty or incorrect items
- Tell us within 48 hours of delivery and we'll collect the bag at our cost and replace it, or refund you in full if a replacement isn't available.
Start a return: WhatsApp · support@lovelle.co.ke · +254 745 797 670