Complaints and exchanges

EXCHANGES AND RETURNS

If for any reason you are dissatisfied with the product, you can exchange it for another product or return it without giving a reason within 14 days of receiving the package.

Before you return the package to us, you need to let us know that you are returning the handbag via email - info@lovelyboutique.hr or via WhatsApp (+385 91 268 3333).

To exercise this right, it is necessary to send the undamaged and unused product with the invoice or a copy of the invoice. The product must have a label.

You can send a request for an exchange to: info@lovelyboutique.hr

In the email, you must include: your name and surname, order number, mobile phone number and the name or image of the product you wish to exchange for the previously ordered product. Be sure to specify the desired product color and metal color (if there are multiple choices).

It is mandatory to provide your name, address, mobile phone number and account number.

Returns are sent to the following address:

Lanterna-Media doo

4th Guards Brigade 41

2nd floor

21000 Split

Croatia

+385 91 268 3333

Be sure to attach a copy of the invoice.

Upon receipt of the product, we can deliver another product or refund your money.

*If the product is not returned due to the seller's error, the shipping costs are borne by the buyer.

COMPLAINTS

If you are not satisfied with a product purchased through our web shop, feel free to contact us and we will resolve your complaint as soon as possible.


Send us information with the order number, invoice number or your username and description of the complaint to the e-mail info@lovelyboutique.hr

Based on the description of the complaint, we will inform you about:

  • Can the product be exchanged for a new one?
  • Can the product be refunded?
  • Can the product be repaired (e.g. replace the buckle)

In cases where the product can be exchanged for a new one and when money can be returned for the product, we send a delivery service to your address that collects the damaged product and returns it to our warehouse. When the product arrives back at our warehouse, we send you a notification on how to resolve the complaint. A refund/exchange for a new product will be processed within 15 working days.

When collecting the shipment, please check your package in the presence of the delivery person. If you notice any damage to the packaging during delivery, this damage was caused during transport and in that case, please do not collect such shipments from the delivery person but ask them to return the package to our warehouse immediately. In the event of a situation, please contact us at the email address above and we will send you the correct product as soon as possible.

In the case of product repair, we send the damaged product to the My Lovely Bag factory and send it to you at the address upon receipt of the repaired bag. Bag repairs can take 1-2 months.

If the purchased product is found to be in non-conformity with the provisions of the Consumer Protection Act, please contact us by email and we will agree on further steps for returning the goods. In the case of a defective product, the cost of returning the goods will be borne by Lanterna-Media doo.

ONLINE CONSUMER DISPUTE RESOLUTION

In accordance with European Union regulations, Lovely Boutique Web Store participates in the resolution of consumer disputes for products and services purchased online, which customers can submit online.

European Union Regulation No. 524/2013 on online dispute resolution for consumers (Online Dispute Resolution platform) has been in force since January 9, 2016.

Pursuant to Article 14(1) of that Regulation, traders established in the European Union who participate in online sales contracts are required to provide an electronic link to the ODR Platform in an easily accessible place on their websites. The ODR Platform began operations on 15 February 2016.

Further to the above provisions, below is an electronic link: Platform for online consumer dispute resolution

For more detailed information, feel free to contact us via e-mail address - reklamacije@lovelyboutique.hr