Customer Service Policy – Forloveandlemond

At Forloveandlemond, we strive to make every interaction with our brand as warm, seamless, and reassuring as the dresses and lingerie we craft. Your satisfaction—from the moment you browse our collection to long after you receive your order—is our top priority. Below is a clear outline of our customer service commitments to ensure you feel supported every step of the way.

1. Order Inquiries & Tracking

We understand the excitement of waiting for your new pieces, and we want to keep you informed at all stages:

  • After placing an order, you will receive a confirmation email (to the address used at checkout) within 1 hour, containing your order number and details.
  • Once your order ships, a shipping confirmation with a tracking link will be sent to you. You can use this link to check the real-time status of your delivery via our logistics partner’s platform.
  • If you have questions about your order (e.g., status, modifications, or cancellations) within 24 hours of placing it, please contact us at [email protected] with your order number. We will respond within 12 business hours (Monday–Friday, 9:00 AM–6:00 PM GMT+8).

2. Returns & Exchanges

We want you to love your Forloveandlemond pieces as much as we do. If a garment doesn’t fit or meet your expectations, we offer flexible return and exchange options:

  • Eligibility: Items must be returned within 30 days of delivery, in their original condition (unworn, unwashed, with all tags and packaging intact). Lingerie items (e.g., bras, panties) are final sale for hygiene reasons, unless they arrive damaged or with a manufacturing defect.
  • Return Process:
  1. Email us at [email protected] with your order number, the item(s) you wish to return/exchange, and the reason (e.g., size issue, style preference).
  2. We will reply with a pre-paid return label (for orders within) and detailed instructions.
  3. Once we receive and inspect the returned item(s) (usually within 3–5 business days), we will process your refund (to the original payment method) or send your exchanged item(s) within 2 business days.
  • Refund Timing: Refunds typically take 5–7 business days to reflect in your account, depending on your payment provider.

3. Damaged or Defective Items

We take great care in crafting and inspecting every piece, but if you receive an item that is damaged, defective, or incorrect (e.g., wrong size/style), please reach out to us within 7 days of delivery:

  • Send an email to [email protected] with your order number, photos of the item (showing the damage/defect or incorrect details), and a brief description.
  • We will cover all return shipping costs and offer a choice of:
  • A full refund to your original payment method;
  • A free exchange for the correct item;
  • A store credit (with an extra 10% value) to use on your next purchase.

4. Privacy & Data Protection

Your trust matters to us, and we never share your personal information (e.g., name, email, shipping address, payment details) with third parties except for our logistics partners (to fulfill your order) and payment processors (to secure transactions). All data is stored securely in compliance with . For more details, see our full Privacy Policy (linked at the bottom of our website).

5. How to Contact Us

For any other questions, feedback, or support needs, we’re here for you:

  • Email: [email protected] (our team responds within 12–24 business hours).
  • FAQs: Visit the “FAQs” page on our website for quick answers to common questions (e.g., sizing guides, shipping times, care instructions).

At Forloveandlemond, customer service isn’t just a policy—it’s an extension of our commitment to making you feel seen, valued, and confident. Thank you for choosing our brand.

With care,

The Forloveandlemond Team