Store: Lilouva
Address: Heusteig 1, 09114 Chemnitz, Germany
Email: contact@lilouva.com
Phone: +494554923621
Full Name: Thomas Homilius
At Lilouva, we are committed to providing elegant, high-quality women’s fashion designed for comfort, style, and everyday confidence. Each item — including dresses, knitwear, seasonal pieces, and fabric-based fashion collections — undergoes careful inspection before shipping. This Warranty Policy explains what is covered, what is not covered, and how customers can request assistance if an issue occurs.
1. Warranty Coverage
All Lilouva products include a 30-day quality assurance warranty beginning from the date your order is delivered.
This warranty covers:
- Manufacturing or production defects
- Loose seams, stitching issues, or structural faults
- Defective zippers, buttons, fasteners, or closures
- Fabric flaws or imperfections present upon delivery
- Receiving the wrong item, color, size, or product variant
- Damage that occurred during the shipping process
If your situation falls within the categories above, we may offer a replacement or a full refund.
2. What the Warranty Does NOT Cover
The following situations are not considered manufacturing defects and are therefore not covered by the warranty:
- Normal wear and tear from regular usage
- Damage caused by washing, drying, ironing, or steaming
- Shrinking, fading, stretching, or fabric pilling over time
- Stains from makeup, deodorant, perfume, or personal care products
- Accidental damage such as rips, burns, holes, or pulled threads
- Damage resulting from improper use, handling, or alterations
- Items returned with strong odors (such as smoke, perfume, or chemicals)
- Final sale or clearance items where indicated
These situations are not considered product defects.
3. How to File a Warranty Claim
To submit a warranty request, please contact us at contact@lilouva.com and include the following information:
- Your order number
- Clear photos or videos showing the issue
- A short explanation of the problem
Our support team will review your request within 24–48 hours.
4. Approved Warranty Solutions
If your warranty claim is approved, one of the following solutions may be offered:
- Free replacement (same product, color, and size if available)
- Full refund issued to the original payment method
- Store credit that can be used for a future purchase
All shipping costs related to approved warranty claims will be covered by Lilouva.
5. Warranty Timeframe
Warranty claims must be submitted within 30 days of delivery.
Requests submitted after this timeframe may not qualify for warranty coverage.
6. Customer Support
Our customer support team is available to assist with warranty claims, order concerns, and general inquiries.
You can contact us anytime at contact@lilouva.com.