Frequently Asked Questions


Love You All Account

How do I create an account?

You can create an account by going to the Sign In/Register person icon at the top right of every page and then clicked Register. It only takes a few minutes and you will have access to all the benefits!

Do I need an account to place an order?

No – you have the option at the checkout to proceed as a guest. However, by registering for an account, you would have access to a range of benefits!

With an account, you can track the progress of your order; check your order history and if you register to our newsletter, you would be the first to know of our offers!

What are the benefits of a Love You All account?

By registering for one of our free accounts, you can;

  • Check out faster
  • Save frequent addresses
  • Track Your Order
  • View your complete order history

All of your benefits and details will be protected by a password chosen by you.

Also, sign up to our newsletter so that you can be up to date on all news and offers from Love You All!

Where can I login?

To log into your account please select the icon of the person in the right-hand corner of the website header.

How can I change details on my Love You All account?

Click on the icon of the person in the right-hand corner of the website header to log into your account. There will be a menu on the left-hand side and if you click ‘Account Details’, you will have options to change and save your details.

How do I view my order history?

Click on the icon of the person in the right-hand corner of the website header to log into your account. There will be a menu on the left-hand side and if you click ‘Orders’, you will be able to view your purchase history with us.

I have forgotten my password for my account. What can I do?

Click on the icon of the person in the right-hand corner of the website header and it will take you to the log in page. Next to the log in button, you will see a ‘Lost your password?’ link. Click the link and enter your email address so that an email can be sent to you to with instructions to reset the password.

Usually, the email comes through quickly but sometimes it can take a couple of minutes. Please check your junk folder and mark our email address as safe so that future emails can go straight to your inbox!

How do I reset my password?

Click on the icon of the person in the right-hand corner of the website header and it will take you to the log in page. Next to the log in button, you will see a ‘Lost your password?’ link. Click the link and enter your email address so that an email can be sent to you to with instructions to reset the password.

Usually, the email comes through quickly but sometimes it can take a couple of minutes. Please check your junk folder and mark our email address as safe so that future emails can go straight to your inbox!

I can’t reset my password. What am I doing wrong?

When choosing a new password, you must ensure that the password is at least twelve characters long, a mixture of upper and lower letters, number and symbols are used to make the password strong. There is a message below the new password box which tells you how strong your password is.

Also, you must ensure that when you enter your new password twice, they both must match and that the password selected is one that has not been used previously

Why can’t I sign into my account?

Please double check you are using the same email that you used when you registered your account if you are having difficulties logging into your account.

If you are still having issues, you can enter your email address and click on “forgot password” to reset your password.

Can the e-mail address associated to my account be changed?

Yes, it can. Log into your account by clicking on the icon of the person in the right-hand corner of the website header and enter your log in details. There will be a menu on the left-hand side and if you click ‘Account Details’, you will have the option to change your email address and then save the change.

With a Love You All account, are my details shared with other companies?

Absolutely not. Your e-mail address will not be shared with any other third party and if you have signed up to our newsletters, you will only be sent the latest Love You All updates and offers.

Love You All Newsletter

How do I sign up to the newsletter?

To be kept up to date with our news and offers, you can enter your email address in the pop up when you first open our homepage. Alternatively, you can scroll down the bottom of our website and there is a box in the right corner to enter your email address.

By signing up to our newsletter, you accept the terms described within our Privacy Policy.

How do I unsubscribe to the newsletter?

We would love to have you as part of us but if unfortunately, you would like to unsubscribe, you can do so by clicking ‘unsubscribe’ at the bottom of our emails.

If you are having any problems or continue getting messages from us, please contact us via email or post and we will look into resolving the issue for you.

What are the benefits to signing up to the newsletter?

By signing up for our newsletters, you will be kept updated with offers, discounts and new launches before anyone else!

If I unsubscribe and then change my mind, can I subscribe again?

Of course! We are always to have our customers as part of us. Just enter your email address in the pop up when you first open our homepage. Alternatively, you can scroll down the bottom of our website and there is a box in the right corner to enter your email address.

Order & Payments

Can I make a change once I place my order?

Unfortunately, once you have placed an order and a payment has been accepted, we cannot amend your order; this does include changing the size or colour of an item, removing an item, changing the delivery address or the payment method to something different. We apologise for any inconvenience that is caused by this.

In circumstances where your order has been dispatched or you have received your goods, you can return the items for a refund. Please refer to the instructions on our Returns & Refunds page on how to return your package to us.

Why has my order been cancelled?

Unfortunately, there may be the rare occasion where we may need to cancel items from your order such as when we are out of stock of a product due to high demand. We would amend the transaction so that you are only charged for the items that have been successfully processed. Please note that you will not see a credit on your bank account – the pending transaction itself will be amended.

If the whole order has been cancelled and your transaction is still pending, this will be reversed in 3 working days if not done instantly and the money will not be deducted from your account.

What should I do if my order has been cancelled?

If your order has been cancelled and you are unsure why, please get in touch with us through the details on the Contact Us page.

Why am I not able to add products to my basket?

If an item will not add to your basket, unfortunately it does mean that we no longer have your chosen item in stock. If you refresh the site, this should update and remove any unavailable styles. We apologise for any inconvenience this causes you. But be sure to keep an eye as we may restock!

I bought a product but the price has dropped – can I get a refund?

Unfortunately, we do not have a price guarantee on sale items.

If the price reduces since you have bought the item, we are unable to offer any partial refunds to reflect the price difference. If you like, you can return the item you have bought and process another order while the item is on offer.

Apologies for any inconvenience and disappointment caused by this.

Where is my order?

If you have been expecting your parcel and it has not yet arrived, please check the following;

  • Check that you have received a dispatch confirmation email from us
  • Click the tracking link in your dispatch confirmation email to view the most up to date information on the whereabouts of your parcel.
  • Sign in and check your account on the Love You All website. Is your delivery address correct? Are your contact details up to date?
  • Check for emails and attempted delivery cards from one of our couriers. Your parcel might be waiting to be collected at a local delivery depot or you may need to re-arrange delivery
  • Check that no one else living at your address has taken receipt of your parcel

If you are still unable to locate your parcel, please get in touch with us through the details on the Contact Us page. We will be in touch in 3 to 5 working days.

All of our shipments are insured to the necessary value, so should it not be found we will arrange a replacement or refund for you.

How can I be sure my order was placed?

We will email to confirm your order has been received and is being processed. You will receive a further dispatch confirmation email once your order has been packed and is ready to be sent to you from us.

There is an issue with my order. What do I do?

If there is an issue with your order when you receive it, please get in touch with us through the details on the Contact Us page. We will do our best to resolve the issue as soon as we can.

What do I do if there is something missing from my order?

Some of our items are so popular that they can go out of stock really quickly. Unfortunately, that means that occasionally we’re not able to send you all the items in your order. We understand that this can be very frustrating, and we will issue you with a refund for your missing item.

We always try to let you know before your order is shipped than item is out of stock and issue you with a refund. However, if you receive your parcel and there is a missing item and you haven’t received an email from us, please get in contact with us on enquiries@loveyouall.co.uk with your order number and missing item number and/or description and we will look to resolve the issue for you.

What should I do if I received an incorrect item in my order?

If in the very unlikely circumstance that you have received a wrong item, please send the item back to us, so we can refund this for you if you have been charged.

Please fill in the returns form and making sure the correct name of the incorrect item is filled in on the form of what you are returning. If the incorrect item is not on the form, please contact us on enquiries@loveyouall.co.uk.

Once we have received your item and we have confirmed that this was sent incorrectly to you, we will notify you via email.

What should I do if an item in my order is faulty?

We always ensure we carefully send your product to you but in an unfortunate situation you receive a faulty item, please get in touch with us through the details on the Contact Us page with images of the fault and we will be able to assist you further. We request you not to return the faulty product before being contacted by us.

When will my account be charged for my order?

When you have made a payment for your order, usually the payment is shown in the pending transactions section of your payment method if the payment has been authorised and successful. Once the product has been shipped, you should see the pending transaction debited from your payment method.

I haven’t received an order confirmation email?

Sometimes it can take a little bit longer for the confirmation email to appear in your inbox and ensure that you also check your junk mail. If the mail does not come through to you within 24 hours, please contact us so that we can check to see if the correct email address was entered and look to resend the email to you.

What should I do if am trying to find an item that I can’t see on the website?

If you are unable to find or see a product on our website then it may be the case that the product is unfortunately, out of stock. Please have a look through the site as you may find something similar.

I’m having difficulty placing my order.

We are sorry to know that you are having difficulties in placing an order with us. The best solution is to contact us on enquiries@loveyouall.co.uk with details and possible screenshots of the issue and we can help to find a solution.

How do I cancel my order?

If you wish to cancel your order, please contact us as soon as possible so that we can have a look into the progress of your order and discuss the next steps.

My parcel has been marked as delivered but I haven’t received it?

We are sorry to know that your parcel is missing and we will try to do everything we can to assist in locating your order.

Before you contact us, please check with other members of your household and neighbours as they may have accepted the order on your behalf. Also, check around your property in any ‘safe places’ where the courier may have left your parcel.

If you are still unable to find your parcel, please contact us on enquiries@loveyouall.co.uk and we will contact the courier for more information. If an investigation is needed to locate your parcel, please allow a minimum of 8 working days once the investigation has started before we can initiate the next steps (i.e., send a replacement order/issue a refund). Please contact us within 10 working days of not receiving your parcel to ensure we can open an investigation.

Will I be charged any extra fees?

We do not charge any handling fees but there is a charge for delivery.

Please note that you might be charged transaction fees by your bank depending on what currency you complete your order. This charge is done by the bank so it will not be refunded by us. Please speak to your bank for further details.

How do I place an order online?

You can easily place an order following a few steps:

  1. Search, choose and add to the shopping cart your favourite LYA product
  2. Select your shipping and payment method to complete your order
  3. You will receive a confirmation e-mail

All transactions are processed via Stripe Payments or PayPal and are encrypted for your safety. All payments must be made before your order is shipped to you.

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer.

Here are some tips to help make sure that your order goes through correctly the first time;

  • Make sure your billing address is the correct billing address of where your card is registered to
  • Ensure that you enter the correct billing address as shown on your bank statement
  • Do not use a proxy connection on the device that you are using to place the order
  • Try to avoid placing multiple orders in a short space of time
  • Do not try to use more than one card to try and pay for an order if the payment fails

If you are struggling to place your order or have any concerns, please email us on enquiries@loveyouall.co.uk and we will be able to help you as best as we can.

I don’t have an account; can I still buy something?

Of course, you can! To place an order, you can check out as a guest if you do not want to create an account. However, having an account does have its perks!

Why do I need to provide an email address when I place my order?

An email address is required so that we can send you an email confirming your order and it also acts as a proof of purchase. We also will send an email to notify you of when your order has been dispatched.

Do I need to provide a contact number when placing my order?

We require a phone number so that we can reach you if there is any issue with your order or for delivery updates. Your number will not be used for any other purpose.

I don’t have an e-mail address. Can I still place an order?

Unfortunately, we are unable to accept an order without a valid e-mail address as emails need to be sent to confirm the order and dispatch updates.

Will I receive a receipt?

Yes, you will receive the order confirmation by email and a printed delivery note with the parcel. Both of these act as receipts so you can keep either one as proof of purchase.

How to write a review about a product?

You can leave a review on the product page along with your comment. The review is sent to us to check and approve before it appears on the page.

Can I place an Order by Telephone?

We can only take orders and payments online for security purposes. If you have any further queries about this, please contact us on enquiries@loveyouall.co.uk.

I’ve received a promotional item with my order, but I would like to return my order. Do I need to return the promotional item?

Yes please. You will need to return the promotional item in order to receive a full refund for the goods you are returning. However, if you love the promotional item, you’re welcome to keep it and we can charge you for this when processing the refund on the returned item.

I can’t see my previous orders. Where do I find them?

Once you have logged into your account, there are some options on the left-hand side of the page. Click on ‘Previous Orders’ and you will be able to view details of the orders made before. Please note that any orders made without logging into your account will not be shown.

Can I view my previous orders?

Yes, you can but only if you logged in before placing the order. If you have placed an order without logging into your account, the order will not be shown on your account the next time you log in.

Why have I received an email saying the item I have ordered is out of stock?

We do everything we can to fill your order completely. However, there are rare instances when something that was ordered may no longer be available. We apologise for the inconvenience and disappointment!

When this happens, it means we thought we had a stock of the item when you placed the order or that there were orders made before yours. But when we went to pack your order, we realised we did not have enough stock of your item to fulfil the order!

If this happens, we will let you know via email. The unavailable item will be removed from your order, and you will not be charged.

I can’t seem to complete my purchase. What do I do?

If you are having trouble checking out, please try clearing cache and cookies first and then retry the purchasing process. If this does not work, try using a different device to complete your purchase.

Even after try these you are still unable to complete your purchase, please contact us on enquiries@loveyouall.co.uk.

I live outside of the UK; can I make a purchase from Love You All?

Of course! We ship within the UK, Europe, Asia and USA.  You can find more information on our Delivery and Returns & Refunds pages.

Do I have to pay customs and import duties?

All our orders are shipped from the United Kingdom. If you live outside of the UK, you will be responsible for any customs and import duties to release your purchase. These costs are in addition to your product cost.

For more information about your local customs and import duties, please contact your Customs Office.

Do your prices include VAT?

All of our products in GBP include VAT and this is shown to you in the checkout section. Any other currency prices are excluding VAT and maybe payable alongside customs and duties. Please contact your local customs office for more information.

What currency can I pay in?

There are different currencies that we accept. You can view the range of currency we offer by clicking the red tab on the left side of the page and select the currency of your choice. You will be able to view the product prices in your chosen currency and also checkout with that currency once it has been selected.

Please note GBP prices include VAT.

What currency can I view?

You can view the range of currency we offer by clicking the red tab on the left side of the page and select the currency of your choice. All the product prices will change to the currency that you have chosen. Please note that due to exchange rates, prices are subject to change.

Do you offer a VAT discount to non-EU customers?

We currently do not charge VAT to non-UK customers.

What is a promo code?

Promo codes are personalised discount codes that are usually issued on special occasions. This code enables you to take advantage of exclusive promotions on services and products offered by Love You All.

My order didn’t arrive in full. Is the rest on its way?

There are instances where multiple items orders may come to you in different packages. Please allow a few days for the remaining products before contacting us on enquiries@loveyouall.co.uk.

If you did not order multiple products, please check if the package you have received is damaged. If so, please contact us on enquiries@loveyouall.co.uk with some images so that we can investigate.

However, if there are no signs damage when the package was delivered to you, please contact us on enquiries@loveyouall.co.uk so that we look into this further for you.

Can I order two of the same items in different sizes so I can try both?

Of course! We understand that you sometimes need to buy and try to ensure that the fitting is perfect. Once you have decided which size suits you best and choose to return the other size, you can do so by using the free returns label which will be sent with your order.

Can someone else speak to you about my order?

If you need us to speak to someone else about your order, you will need to send us written instructions and the details of the person who will contacting us such as their name, address and email address. This is so that we can protect your details.

I have received an item that I did not order. What do I need to do?

We request that you contact us straight away and provide a description and/or image of the product you have received along with a copy of your dispatch note. We will have a look into this and let you know what you need to do.

Can I pay using a currency that is not native to my country?

You are able to pay using the currencies that are available on our site. The currencies can be found by clicking the little red square on the left side of the site. If you choose a currency that is not native to your country, you may be charged a transaction fee by your bank. Please speak to your bank directly to discuss the charges.

There has been an error with my payment, what happens now?

If you experiencing error messages when making a payment, firstly, make sure you have inputted the correct details by checking all the information correctly. Contact your bank to ensure there are no problems with the card.

Why was my payment rejected?

If your payment was declined, check to see if;

  • your card has expired or is out of date
  • your card billing address is different to the billing address on your Love You All account
  • you have reached the limit on your card. Contact your provider for more information

If the above does not help, your credit card company or bank will have more information and should be able to guide you further. If you are using Paypal, please contact PayPal directly if your payment has been declined.

Also, please check to ensure that you have entered all your details correctly.

How can I pay for my order?

You can use any of the payment types listed below to pay for your order. Your details are safe with us as we take security very seriously indeed.

We also take fraud very seriously, so all credit and debit cardholders are subject to validation, authorisation and security checks by both the card issuer and us.

All payments must be made before your order is shipped to you. If not, your order maybe cancelled.

The actual price charged to overseas customers will be subject to the exchange rate applied by the customer’s credit or debit card company.

Can I pay with PayPal?

We are glad to confirm we accept PayPal as a method of payment.

Is it safe to buy from your website?

Yes, it is certainly safe to shop online at Love You All.

When transacting via our website, your credit card and personal details are encrypted using the latest industry-standard SSL (Secure Socket Layer) and processed directly through a secure payment gateway. Your credit card details are never stored on our site.

Is my personal information kept private?

At Love You All, we are committed to respecting the privacy rights of visitors to our website. Our Privacy Policy explains how we collect, store and use personal data about you.

What should I do if I see a double charge for an order?

It may be that what you are seeing in your account is really a reservation for the amount of the order and not the charge itself. In any case, contact your bank for more information.

Discounts & Promo Codes

What is a promo code?

Promo codes are personalised discount codes that are usually issued on special occasions. This code enables you to take advantage of exclusive promotions on services and products offered by Love You All.

How do I use a promo code?

Once you have added the products of your choice to the basket and check out, there will be a box for you to enter your promo code. Please make sure you check the promo code to ensure it can be used with your chosen products!

How do I benefit from the welcome discount?

By using the welcome discount, you can advantage of the promotion!

Step 1: Sign up to our mailing list (can be found on the bottom of our homepage)

Step 2: Wait for your welcome email (can take up to 2 hours to arrive and may be found in your junk/spam folder!)

Step 3: Retrieve your unique discount code from the email, and enter this upon checkout to take advantage of the promotion!

Can I use a student discount?

We are currently not offering any student discount. Keep yourself updated about nay changes by signing up to our newsletter!

How do I benefit from the welcome discount?

By using the welcome discount, you can advantage of the promotion!

Step 1: Sign up to our mailing list (can be found on the bottom of our homepage)

Step 2: Wait for your welcome email (can take up to 2 hours to arrive and may be found in your junk/spam folder!)

Step 3: Retrieve your unique discount code from the email and enter this upon checkout to take advantage of the promotion!

Can I use a promo code if the product price is discounted?

If you have been provided with a promo code from us, some of them cannot be used in conjunction with other offers. Please read the terms of the promo code at the bottom of the email.

Please note that some promo codes have expiry dates which can be found at the bottom of our newsletter.

Why is my promo code not working?

There might be number of reasons as to why your promo code is not working at checkout. We strongly suggest that you try the solutions below before placing your order as we will not be able to issue a refund for codes not used at the checkout!

  • You might be trying a promo code on sale items or items that have already been discount. Please note that unless specified, all of our discounts are only redeemable on full-priced items.
  • You could be entering the code incorrectly so we recommend that you copy and paste the code rather than entering it manually.
  • The code might have been used in a failed order attempt and the system thinks that it has been used. If this has happened, please get in touch with us through the details on the Contact Us We will be in touch in 3 to 5 working days.
  • If the code has been sent through our newsletter, ensure that the promo code is still in date as expired codes will not work!

If you are still facing difficulties, please get in touch with us through the details on the Contact Us page before placing your order.

I have already placed my order, am I still able to add a promo code?

Unfortunately, we are unable to apply any promotional codes to an order once it has been placed.

My promo code has expired. Can it be extended?

Unfortunately, we are unable to extend the code for you if it has already expired. However, if you were not able to use the code prior to it expiring due to a technical issue, please get in touch with us with details/screenshots about the technical issue and we will have a look into it for you.

I forgot to use my offer code. Can I claim it afterwards?

If the promo code is still valid and the purchase is in line with the terms, then you are able to use it in a different transaction. However, we will not be able to put a promo code to a purchase that has already been made.

Can I use more than one promotion code for the same order?

If you have been provided with a promo code from us, some of them cannot be used in conjunction with other offers. Please read the terms of the promo code at the bottom of the email.

What is your discount/promo code rules and terms?

The terms and rules of the promo code can be found at the bottom of the email sent.

Delivery

How can I track my order?

Once your order has been dispatched, you will receive emails updating you on the status of your order.

If you have registered with us and have an account, you can sign if and view the status of your order.

Do I have to pay customs and import duties?

All our orders are shipped from the United Kingdom. If you live outside of the UK, you will be responsible for any customs and import duties to release your purchase. These costs are in addition to your product cost.

Do you offer next day delivery?

We currently are not offering next day delivery services.

Where do you deliver to?

We delivery to the UK, EU and countries around the world. Please visit our Delivery page for more details.

How do I qualify for free delivery?

To qualify for free delivery in the UK, you need to spend over £75.

To qualify for free Europe delivery, you will need to spend over £120.

Delivery outside of the UK and Europe, will not be free, unless a specific promotion is running on our side.

What countries do you deliver to?

For a full list of countries we deliver to and other details, please see our Delivery page.

How do I know my order has been dispatched?

We will email to confirm your order has been received and is being processed. You will receive a further dispatch confirmation email once your order has been packed and is ready to be sent to you from us. Please check your junk/spam folders for our email as they sometimes can fall into there!

Do you deliver to PO box addresses?

Unfortunately, we do not ship to PO boxes for security reasons and to protect our customer’s personal and payment details.

Where is my order?

If you have been expecting your parcel and it has not yet arrived, please check the following;

  • Check that you have received a dispatch confirmation email from us
  • Click the tracking link in your dispatch confirmation email to view the most up to date information on the whereabouts of your parcel.
  • Sign in and check your account on the Love You All website. Is your delivery address correct? Are your contact details up to date?
  • Check for emails and attempted delivery cards from one of our couriers. Your parcel might be waiting to be collected at a local delivery depot or you may need to re-arrange delivery
  • Check that no one else living at your address has taken receipt of your parcel

If you are still unable to locate your parcel, please get in touch with us through the details on the Contact Uspage. We will be in touch in 3 to 5 working days.

All of our shipments are insured to the necessary value, so should it not be found we will arrange a replacement or refund for you.

When will my order be dispatched?

We aim to dispatch all orders placed before 12pm on the same working day. Any order placed after this time or on the weekend or bank holiday will be dispatched on the next working day.

How long will it take for my order to be delivered?

Your order delivery is based on the delivery service you have selected. Please see our Delivery page for further information.

If I missed delivery, can it be re-delivered to me?

If you have missed a delivery, a card may be left to advise this to you, or to confirm that the parcel has been returned to the local depot.

You can then contact them to arrange collection or to schedule a new delivery date.

What happens if no one’s home for delivery?

A signature may not always be required for delivery and if there is no one available to take delivery our carriers may attempt to leave it with a neighbour or in a safe, secure location.

A card may be left to advise this to you, or to confirm that the parcel has been returned to the local depot.

You can then contact them to arrange collection or to schedule a new delivery date.

It says my delivery has been left with a neighbour

Occasionally our couriers make the decision to leave your package with a neighbour to avoid it going to the nearest sorting office. Please check in with your nearest neighbours, and if you are unsuccessful, please check your tracking and contact the courier.

If you require any further assistance, please contact us on enquiries@loveyouall.co.uk.

Can I change the delivery address on my order?

Unfortunately, once the order is placed, we can’t change the shipping address. This is for security reasons. At this point, we can either allow the order to be processed as it is or cancel the order in full and issue you a refund which would allow you to place a new order to the alternative address.

I received a message to advise my parcel is lost or damaged. What happens next?

Firstly, we are sorry to hear that this has happened. We can assure you this does not happen often, but we will do our best to sort it for you. We will need you to get in touch with us and confirm your order details. Once you’ve done this, we’ll be able to investigate further. We’ll likely need to contact the delivery company first just to confirm a few details.

What are your shipping costs?

Please have a look at our Delivery page which will tell you the shipping costs depending on the type of service you need and where we are able to ship to.

Why do I have to pay customs & import duty to receive my order?

Any customs and import costs are charged once the parcel arrives in the destination country. We are unable to control these charges or waive them so you would need to pay these fees in order to receive the goods.

Can I choose a date and time for delivery?

Unfortunately, we do not offer a timed delivery service.

Will all my items be delivered together?

Depending on the size and quantity of the items you have ordered, it may arrive in 1 or more parcels. If you like more information about how you will receive your order, reach out via the contact us page and we can check the order for you and advise you how it should arrive.

Which delivery companies do you use?

All our services are executed by Royal Mail.

Returns & Refunds

How long do I have to return my item?

We accept full priced items returned to us within 28 days from the date of receipt. For sale items, items must be returned to us within 14 days from the date of receipt.

For international returns including Channel Islands, full priced items need to be returned within 35 days from the date of receipt. Sale items to be return to be in 21 days from the date of receipt.

Swimwear is non-refundable and non-exchangeable due to health and hygiene reasons.

Please note that we do not provide an exchange process. If you require a different colour or size, you will need to place a new order and return the item(s).

How do I know you have received my returned goods?

Once we have processed your return, you will receive an email.

In the unlikely event that you have not received this email within 10 working days of posting your parcel to us, or up to 21 days if posting from outside the UK, please contact us on enquiries@loveyouall.co.uk so that we can have a look into this for you.

Please keep your proof of postage and tracking details (if any) until you have received your refund.

How do I return items to you?

We offer a free returns service via Royal Mail to all our UK customers excluding Channel Islands. At the moment, customers living outside of the UK are responsible for any costs in returning items back to us. Please visit our Returns & Refunds page for further information.

If you have misplaced your returns note, you can download one here.

I am missing my delivery & returns note. What do I do?

If you do not have the paperwork included with your order, click here to download a blank Returns note and follow the instructions on the form. Please remember to write your order number clearly on the form, as we need your details to process your return. Then, enclose the Returns note in your parcel with any returned item(s).

To create the label, please visit https://www.royalmail.com/track-my-return/create/4887.

How long will it take for the refund to show on my account?

Once we receive your parcel, it will be processed within 10 working days (during busy periods this may vary).

Please allow an additional 3-5 working days for the credit to post to your account, as each bank’s processing times varies.

Please note that we do not have any control over this part of the process. We are not liable and cannot take any responsibility for any bank charges that you may incur during the refund process.

Can I claim VAT back on my purchase made online?

Unfortunately, we do not offer tax free shopping. You can find more information on the following link: https://www.gov.uk/tax-on-shopping/taxfree-shopping

Can I get my refund processed into a different card?

Refunds can only be made to the original card of purchase. Refunds to a card other than the original can only be processed under the following circumstances:

  • The original account details have expired
  • The original account no longer exists

Why was the delivery charge not refunded when my return was processed?

Once processing your returns, we will refund you what you paid for the goods without the delivery charge, except in cases where the order was cancelled by us or if the entire order was faulty.

I have been refunded the incorrect amount

We are very sorry if we have made a mistake with your refund. Please contact us on enquiries@loveyouall.co.uk and we will try to get this resolved as soon as possible.

 Please remember that the delivery charge (if applicable) will only be refunded if the order was faulty.

Any discounts that were applied at the time of sale would be the amount that is refunded to you even if the discount is no longer applicable.

What happens to my refund if my card is no longer in use?

Your refund will still go back onto the card details used on your order as long as the card account is still open. When a card is lost, stolen or cancelled, we can still refund that card.

What happens if the package has been returned to the sender?

If your tracking shows your parcel has been “returned to sender” this is most likely due to an address issue. If this occurs please contact our customer service team at enquiries@loveyouall.co.uk and we will look to assist you further.

Can I exchange an item?

Unfortunately, we do not offer exchanges. If you require a different size or colour, you will need to place a new order and return the item(s). Your return will be refunded once it has been received and processed by us.

My return was rejected. Why?

At Love You All, we have a strict return requirement which we adhere to requirements in the interest of other customers as well as hygiene. You must ensure that;

  • You return your full priced item(s) within the 28 day return period
  • You return your sales/discount priced item(s) within the 14 day return period
  • The item(s) is returned with the original tags and intact packaging (i.e. not ripped)
  • The item(s) is in an unworn and unwashed condition
  • There are no marks or stains on the item(s)

We will only accept returns on products which are in a re-sellable condition. Please be aware of this rule when packing items to be returned. Should your returns be rejected, we will discuss the reasons with you via email and return the original item to you once you have paid for return postage. If you choose not the pay for the postage and the product remains with us, we will not process the refund.

Do I need to contact you before returning my item?

You do not need to contact us prior to returning your order. Simply fill out your returns form with details on what you are returning. Pop that inside the parcel with your item(s), and then peel off the returns label and stick it on the front of your parcel. You can then drop the parcel off at either the Post Office or a Royal Mail pickup location.

What is the status of my return?

If you’ve kept your proof of postage receipt, there will be a tracking reference on there. Depending on the service you’ve used, it could take up to 5 working days for the return to arrive back to us. Once we receive your package, we send a confirmation email to you. If you do not receive the email in 10 working days of you posting your package, please get in touch with us on enquiries@loveyouall.co.uk and we can take a look for you.

I received a faulty item, what do I do?

We always ensure we carefully send your product to you but in an unfortunate situation you receive a faulty item, please get in touch with us through the details on the contact us page with your name, order number, product name and/or description, images of the fault and description of the fault and we will be able to assist you further.

I live outside the UK and would like to return an item, what do I do?

At the moment, customers living outside of the UK or the Channel Islands are responsible for any costs in returning items back to us. We apologise for this inconvenience.

I want to cancel my order

If you wish to cancel your order, please contact us as soon as possible so that we can have a look into the progress of your order.

How do I get free shipping to return a PayPal purchase?

As we offer free UK returns, you can use the prepaid label in your package to send your return to us. If you do not have the returns label, you can generate one on https://www.royalmail.com/track-my-return/create/4887.

How do I obtain a vat receipt for an online purchase (UK customers)?

The dispatch note enclosed with your order contains all the relevant information for VAT purposes. Our VAT number, should you need it, is GB 349 9953 28.

Do I need to return any free promo items along with my other item(s)?

If you are returning item(s) from your order, and in doing so this takes your order below the threshold to receive the promotional item in question, you’ll need to return it to us. However, if your order is still above the threshold even after returning the item(s) back to us, you can keep the promotional item.

Can someone return the parcel on my behalf?

Of course! We would only need to communicate with you if you have contacted us directly from the email with which you made your order. If you need us to speak to someone else about your order, you will need to send us written instructions and the details of the person who will contacting us such as their name, address and email address. This is so that we can protect your details.

Do I have to pay to return an item?

Returns are free if you live in the UK. If you live outside the UK, including Channel Islands, you will need to pay for shipping. Please visit our Returns & Refunds page for further information.

I‘ve returned an item and I haven’t heard from you. What should I do?

Once we have processed your return, you will receive an email.

In the unlikely event that you have not received this email within 10 working days of posting your parcel to us, or up to 21 days if posting from outside the UK, please contact us on enquiries@loveyouall.co.uk so that we can have a look into this for you.

Please keep your proof of postage and tracking details (if any) until you have received your refund.

I’ve returned an item for a refund and no longer have the card that I originally paid with. What should I do?

You don’t need to do anything! When we process a refund, the money goes back into the same account you used to pay, so it doesn’t matter if you are using a new card. If the account has since been closed, please contact us as soon as possible to notify us of this and we will advise you further.

Returning goods bought as special offers

If you return a single item bought as part of a multi-buy discount offer (for example ‘buy 2 for £80.00’), you will be refunded the price of that item minus the total discount given in the offer. If you return all items purchased with the multi-buy discount, you will be refunded the full multi-buy value.

How can I return my order?

Please refer to the information on the Returns & Refunds page for instructions on how to return your order.

Work with Us

I am interested in working with Love You All, how can I apply?

At Love You All, we are always on the lookout for individuals who can express their skills and share their ideas. Our vacancies can be seen on the Work With Us page and you can submit your CV through the link of the job of your choice. We hope to welcome you in the team!

I can’t see any vacancies, what do I do?

All of our vacancies are posted on the Work With Us page but if you cannot see an opportunity that suits your skills, email your CV to us and we will get in touch if there is anything that will allow to showcase your skills!

I am a social influencer and want to work with Love You All.

We are pleased that you would like to work with us! Please email us on enquiries@loveyouall.co.uk for more information and we will get back to you!

Product & Care

Will you be restocking the product that is no longer available?

Due to the popularity of some of our items, they do sometimes sell out. We are not always to give a date to when products are due to restock as it is completely subject to change, but there are often other options you can explore.

Another way to stay up to date on availability is to subscribe to our newsletter. Subscribers are the first to get news about the latest products, including news about new releases, or restocking.

Do you have a size guide?

Yes, we do! If you go to our size guide, you will be able to see specific CM measurements and ensure you select the correct size first time round!

If you need any further assistance, please contact us on enquiries@loveyouall.co.uk.

How do I take care of my products to make them last longer?

Always read the care label and washing instructions before washing your clothes. But, there are some general tips to keep your LYA clothing looking fresh and new!

  • Arrange your laundry into groups with similar wash care instructions and organize into whites, darks, and colours.
  • The care label washing temperature is the highest permitted temperature. But if you are unsure, always wash at a lower temperature rather than higher.
  • Turn garment inside out before washing.
  • Avoid using too much detergent.
  • Do not use fabric detergents that contain bleach.
  • Do not tumble dry garment unless indicated on the care label.
  • Do not iron prints, trims or embellishments.
  • Do not leave garments with white and contrast coloured panels soaking for prolonged periods.
  • Garments with metal trims should not be left to soak.

Further information on caring for your products can be found on our Product Care page.

Product information

We have made every effort to display as accurately as possible the colours of our products that appear on the website. However, as the actual colours you see will depend on your monitor, we cannot guarantee that your monitor’s display of any colour will accurately reflect the colour of the product on delivery.

The measurements for all of our sizes can be found in the size guide.

We will take all reasonable care to ensure that all details, descriptions and prices of products on the website are correct at the time when the information was entered onto the system. We reserve the right to refuse orders where product information has been mis-published, including prices and promotions.

Purchase of products

When you place an order on our website, you will receive a confirmation through email. The acceptance of your order does not take place until your order is dispatched.

Once you have checked out and you have received your order confirmation email, you will not be able to make any changes to your order so please make sure that everything is correct before clicking the ‘CONFIRM & PAY’ button.

Any discount entered at the checkout will be applied but will be confirmed once the order has been accepted. The relevant discount will be shown on the invoice.

We reserve the right to refuse an order. There are a number of reasons in which this could happen;

  • The ordered product is unavailable in stock
  • Authorisation of payment was not granted
  • The identification of an error within the product information, including price or promotion

We will contact you if there is any problem with your order. We reserve the right to reject any order made by you at anytime. We will take all necessary measures to keep the details of your order and payment secure. Prices are subject to change without notice. These changes will not affect orders that have already been dispatched. Prices are inclusive of VAT (where applicable).

Goods are subject to availability. As there is some time between when the order is placed and when the order is accepted and dispatched, the stock levels of the relevant items may have changed. If an item you have ordered becomes out of stock before we accept the order, we shall notify you as soon as possible and you will not be charged for the out of stock items.

We continually update our website. So, from time to time, you may find a change in the promotions, pricing and products we offer on our website. Please refer to terms and conditions of specific discounts offered.

Price & Payments

The price of the products is as mentioned on the website but can change from time to time.

The currency is set according to what you have selected on the currency converter. Please ensure you select the correct currency before checking out.

Prices include VAT but exclude delivery costs, which will be added (at the cost shown) to the total amount due when you view the items in your shopping basket and have selected your chosen delivery method.

Prices and delivery costs are liable to change at any time, but changes will not affect orders where the dispatch confirmation has already been sent.

Our website contains a large number of products and it could be possible that, despite our best efforts, some of the prices listed for the products may be incorrect. We will normally verify prices as part of our dispatch procedures. So, if the product price is less than the stated price, we will charge you the lower price. If the product price is higher than what is stated on the website, we will either contact you for instruction before dispatching or reject your order and notify you of the rejection and reason.

Payment for all orders must be made by PayPal, credit, or debit card on the checkout page. We accept payment by most major credit and debit cards.

You should be aware that online payment transactions are subject to validation checks by your card issuer and we are not responsible if your card issuer declines to authorise payment for any reason. Please note, it is possible that your card issuer may charge you an online handling fee or processing fee. We are not responsible for this.

From time to time, we may run promotions where we issue discount codes. These can be used in part-payment of the price of product(s) ordered online, subject to the terms and conditions under which they were issued (as indicated in our relevant promotion from which you got the code). Discount codes cannot be redeemed for cash.

Contact Us

I can’t find my question on the FAQs, how can I get in touch?

Our Customer Service can be contacted via email on enquiries@loveyouall.co.uk and we aim to respond to you in 3-5 working days.

You can also write to us on; 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.

I sent a query to customer service; how long will it take to receive a response?

We aim to respond to your query via email in 3 to 5 working days of receiving your query. If you have posted your query to us then we may take slightly longer due to the postage time. If you do not hear from us by post in 12 working days then please contact us on enquiries@loveyouall.co.uk.

Complaints

In the unfortunate circumstance that you are unhappy with a product or service from Love You All, please contact us on so that we can try and make it right for you. When emailing us, please put the subject line as ‘Customer Complaint’.

When can I expect a response to my complaint?

We aim to be in touch with you with an initial response with 2 working days. While the issue may not be resolved in the initial response, at the very least, we will be able to advise you on the steps we will take to resolve the issue for you.

General Enquiries

I saw a product on sale and now it has gone back to the original price. What can be done?

We understand it can be frustrating when the sale and pricing of your liked item changes. Unfortunately, we are unable to honour the sale prices of items after the sale or promotion has finished. If the price of item has been reduced even more in our sale and it was bought at an earlier sale price or original price before the sale, we will not be able to honour the new price.

To find out about our upcoming sales and promotions, please sign up for our newsletter! You can also follow us on our social media pages for news!

When is your next sale?

Sales and discounts are something that we offer throughout the year. To stay informed and up to date, sign up to our newsletter by entering your email address in the pop up when you first open our homepage. Alternatively, you can scroll down the bottom of our website and there is a box in the right corner to enter your email address.

Do you sell gift cards?

Unfortunately, we currently do not sell gift cards.

Where are your stores located?

We are fully online based and all our available products are found on www.loveyouall.co.uk.

Can I leave a review for the product I bought?

Yes – we are always happy to receive feedback from our customers so that we know how well we are doing! On each product page, there is a tab which says ‘Review’ where you can leave your rating and comments about the product you purchased.

I would like to report a technical problem or error on your website. How do I do this?

Sorry that you have faced problems when you have visited www.loveyouall.co.uk! Please contact us on enquiries@loveyouall.co.uk to notify us of the issue and we will get back to you in 3 to 5 working days! Please add any screenshots in order to help us understand the issue clearly!

Are your products manufactured ethically?

We recognise and understand that there are certain responsibilities that any should maintain. We work directly with our manufacturers who are fully certified and never use any form of child labour.

Do you offer wholesale?

Yes, we do. Please submit your enquiry through the Wholesale form and we aim to get back to you in 3 to 5 working days.