LUV + CO. Policies & Procedures:
How to Contact Us:
For questions about wholesale, your order, or for general questions, please send us a message through the contact us page or the wholesale page.
Applicable sales tax will be collected on all online sales in the State of Georgia.
Products ship within two – three business days of being received by the corporate office. Arrival of product to the client for standard ground ship is 3-7 days. LUV offers free shipping over orders of $50 for standard shipping mailed to US postal address only for orders placed through the LUV corporate e-store. Expedited shipping is available through UPS. International shipping is available. Expedited shipping and international shipping do not qualify for free shipping.
We do ship internationally. Where possible we have met cosmetics labeling standards for both the US and EU. We can not be responsible for knowing every countries specific cosmetic regulations if we receive a customer order. If customs does not permit the shipment to enter the country, damages or destroys the products in any way we can not be held responsible. We offer exchanges on products returned to us due to customs requirements but not refunds.
When you are placing your order, the LUV website calculates shipping which is a flat shipping rate. Standard shipping for domestic US orders is $6.95. International priority mail rates apply extra.
Back Ordered Products:
Because some of our products are handmade, occasionally they will be on back order when your order is filled. If you receive your order and an item is missing, the letters B/O will be written next to the item on the invoice; this indicates the item is on Back Order. Back Ordered products ship as soon as we receive them, with no extra shipping charges to you. We appreciate your patience.
We offer reasonably priced samples of foundations. Be sure to choose and note the depth of color that you wish to receive and either matte or luminous formula and we will send you 4 colors in the sample set. It is always best to purchase samples before purchasing full size products if you have not previously tried the color.
Returns and refunds of cosmetics and skin care are limited to domestic damaged or incorrect merchandise. We offer 30 day exchanges only, not refunds on unopened and unused merchandise. The customer is responsible for shipping costs to return and reship the product for exchanges. We do not offer refunds or exchanges on domestic opened or used product. We do not refund any international orders due to customs or importing country regulations or damage. In some cases a customer simply has buyers remorse. In this case, products are sent back to the customer. This is standard procedure for cosmetic sales.
We do not accept returns or exchanges on sample sizes, minis or giveaways received at expos, vendor events or through social media. The point of our samples is to try the product. If you do not find it appealing, simply do not order the full-sized counterpart. If you have a question about a sample, please contact our customer service department and we’ll be happy to give you any assistance necessary to find products that suit you. Monitors can be deceiving, so please keep in mind, we do not offer refunds on undamaged merchandise. If you do not like something because the color does not suit you, that is not an applicable reason to ship it back for a refund but you may exchange for another color.
Returning Damaged or Incorrect Merchandise:
If you have a concern please contact us via our contact page or via phone within 7 days from receipt of your shipment. Have your order number ready. Do not ship products back to us without contacting customer service first.
Customer service hours are:
Phone Hours: 10:00 am – 4:00 pm Eastern Standard Time Monday through Friday
E-mails are answered on a daily basis. You should receive a response within 24-48 hours.
Questions About Products
If you are currently using another brand of cosmetics and have questions
about how Luv minerals differ, please check out ingredients page.