Refunds, cancellations and shipping issues

Refunds, cancellations and shipping issues

 

If you want a refund for your order...

Due to the nature of our business and the logistics involved we do not offer refunds for any reason other than a secondary order that was placed by accident.

We are open to having a conversation about why you want to cancel and might be able to offer an alternative that is satisfying, so please reach out to hello@litlovebox.com if you feel you have a unique situation.

If you want to cancel your subscription...

You can cancel your subscription any time you wish from your subscription dashboard. Please check the FAQ for a guide on where to find this. Please note: if the subscription term that you agreed to initially is not up yet, you will not be allowed to cancel and there are NO exceptions for ending a term early.

If your package is stolen or not delivered...

Our responsibility ends once the shipping carrier successfully delivers the package to the address provided by the customer. This is confirmed by the carrier's delivery scan and, in some cases, a photo or GPS coordinates.
  • Responsibility for the Package: Once an item is marked as "Delivered" by the carrier, we are not responsible for lost, damaged, or stolen packages. The recipient assumes full responsibility for the security of their delivered items.
  • Carrier Liability: The delivery company is responsible for the package during transit. If a package is stolen after a confirmed delivery, the issue becomes a case of theft at the recipient's location. We may be able to file a claim on your behalf with the carrier if you reach out to us via email. Sometimes packages are found and sometimes claims are successful. If they are, we are happy to refund you at that stage.
  • Customer Actions for Non-Receipt: If your tracking information shows "Delivered" but you have not received your order, we recommend the following steps:
    • Wait 24 Hours: Sometimes packages are scanned as delivered a day or two before they physically arrive. Maybe somebody picked it up by accident or it was delivered to the wrong address and will be returned.
    • Check with Neighbors/Household Members: Other people at your address or nearby neighbours may have accepted the package on your behalf.
    • Contact the Carrier Directly: Use your tracking number to file a claim or open an investigation with the shipping carrier. They have internal resources, such as GPS data, to help locate the parcel.
    • File a Police Report: For confirmed theft, filing a report with local law enforcement is recommended. This documentation may be necessary for any potential claims with the carrier.
By making a purchase from our website, you understand and agree to these conditions. We will do our best to provide you with relevant shipping information to assist in any claims you may need to file directly with the carrier.

If your package is damaged...

Things do happen and couriers can be rough, if you received damaged items please reach out to us and provide detailed photos of your damage and we are happy to assist with a replacement, store credit or another solution that might work for you. It is best practice to report damages as soon as they are discovered. We require reports within 7 days of delivery for the best chance of a full credit or replacement.

If you still have a question or need help please reach out and explain your situation:  hello@litlovebox.com and we are happy to assist!