FAQ

MY ACCOUNT

Do I have to sign up for an account to place an order?

No, you may check out as a guest. However, you are encouraged to register for an account as it saves you time from having to enter your details in future.

What are the benefits of signing up for an account?

If you are a registered user, you will be able to checkout faster, save frequent addresses, access order history and track your order!

ORDERING

How do I place an order?

Simply select your desired merchandise, add it to your shopping cart and once you are ready, you can proceed to your shopping cart for check out.

I have a discount code, how can I use it in paying for my orders?

  • Simply key in the voucher code at the field Discount/Voucher Code and click “Add”in your Shopping Cart page before proceeding on to check out.
  • Please note that we are unable to manually apply the voucher code to your order if you have missed keying it during check out. Kindly ensure that all information is correct before confirming your purchase.

The item I would like to purchase is out of stock! What should I do?

Click on the “JOIN WAITING LIST” button and enter your email address if you wish to be notified when the item is restocked. We will send you an email when the item is back in stock.

Can I cancel my order?

We are sorry but once your order is placed, we are unable to modify or cancel it.

Why is my order cancelled?

In the event that payment is not completed and notified to us within 12 hours from the issue of the order invoice, we reserve the right to cancel your order without prior notice.

PAYMENT

What payment methods do you accept?

For orders within Singapore, we accept Internet Banking, ATM Bank Transfers, Visa, MasterCard as well as PayPal payments.

For international orders, we accept Visa, MasterCard and PayPal payments.

When will my payment be verified?

For Credit Card and PayPal payments, you will receive the payment confirmation email upon checkout. For Internet Banking and ATM Bank Transfers, we aim to verify all payments within 24 to 48 hours.

I don’t have a POSB Bank account, can I do an interbank transfer?

Yes, of course you can! It will be via FAST transfer and it is almost immediate.

What if I cannot make payment within the payment timeframe?

Please note that your orders will be cancelled automatically if payments are not made within the 12 hours.

For customers who have opted to make payment via PayPal, please do so via the link you will be directed to after confirming the order.

DELIVERY

When will my order be shipped?

Most orders will be shipped within 1 to 3 working days upon confirmation of your payment.


I have not received my parcel!

Once your order is shipped, you will receive a dispatch notification email and a courier notification email. This email will provide you with your tracking number and direction on how to arrange for your redelivery should the first delivery attempt be unsuccessful.
Kindly note that our courier provider will attempt to deliver your parcel to you twice. However, if both attempts are unsuccessful, a cost of $4.50 for each subsequent delivery attempts will have to be borne by the customer. Hence, please ensure someone is at home to collect the parcel. Our courier provider will also contact you to arrange a redelivery. If you are still having trouble on this, please email us at askus@lovengold.com with your order number and we will assist you further.

EXCHANGES

I have received my item but it does not fit me, can I do an exchange?

All goods sold are non-returnable.

Requests for exchanges are allowed only if you have received an incorrect item or a defective item.

 

To be eligible for an exchange, the merchandise must be returned in original condition (unwashed, unworn and in a brand new and saleable condition).

Please contact our customer service team within 7 working days for local orders and 14 working days for international orders from the order dispatched date. Requests for exchanges will not be entertained after the stipulated period.

askus@lovengold.com

I have received an incorrect item in my order, what should I do?

Kindly contact our customer service team immediately with the order number and the incorrect item’s name. We will get back to you within 24 hours and resolve it as quickly as we can.

askus@lovengold.com

I have received a defective item in my order, what should I do?

If you believe that the item you have purchased is faulty, kindly contact our customer service team with your order number, the faulty item’s name and a snapshot of the defect.

askus@lovengold.com

BACKORDERS

How do I place an order for a backordered item?

It’s the same as placing an order for an in-stock item! However, do note that payment has to be completed in order to secure a backorder slot.

How do I know when my backordered items are ready to be shipped out?

Simply mouse over the “Backorders” tab at the header of our homepage and you will see a “Backorder Status” link. Delivery dates will be updated once the backordered merchandises have reached our warehouse.

How do I keep track of my backordered items?

To check on your order, login to your account and click on the “Order History” button. If you need any assistance, please contact our customer service team.

askus@lovengold.com

What happens when I place an order for a backorder item along with an in-stock item?

The in-stock item will be shipped together with the backordered item. When shipment reaches our warehouse, it will be dispatched accordingly. Should you wish to receive the instock item first, please check out separately.

CONTACT US

For collaboration opportunities, business development and marketing related matters, please contact us at marketing@lovengold.com

If you are a customer and have any enquiries about your order or require any assistance, please direct your email to askus@lovengold.com Our Customer Service Team will tend to you as soon as possible.