Frequently Asked Questions (FAQ)
Your Questions, Answered: Everything You Need to Know For a Sweeter, Smoother Experience.
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ProductS
Yes. We are dedicated to using only natural and naturally derived ingredients in all of our products.
We exclusively use natural essential oils in the products that are scented. We do not alter or isolate the constituents of these oils ensuring that the fragrances remain true to their natural composition.
No, we do not conduct any animal testing.
While our products are made of natural, gentle ingredients, we recommend consulting with your healthcare provider before using any of our products during pregnancy or while breastfeeding to ensure they are safe for your specific needs.
Yes. We are committed to minimising our environmental footprint wherever possible. Most of our tubs and tubes are made from wheat straw, an eco-friendly bio-degradable and renewable resource, reducing the need for traditional plastics. Additionally, we strive to minimise plastic usage across all our packaging. From our ingredients to our packaging choices, we prioritise sustainability and eco-friendliness is every aspect of our products.
ACCOUNT
To create an account, you'll need to provide your first name, last name and email address, and choose a username and password. Additional information will be requested if you decide to place an order, such as your shipping and billing details. This helps us ensure a seamless and secure shopping experience tailored to your needs.
To update your password, log in to your account and navigate to the "My Account" page. Click on "Account Details" and use the password change feature. Don't forget to click "Save Changes" to ensure your new password is applied. If you've forgotten your current password, you can reset it by selecting the "Forgot Password" option on the login page and following the instructions provided.
You can update your default shipping and billing addresses at any time. Simply go to the "My Account" section, click on "Addresses," and modify your billing and/or shipping details as needed.
Alternatively, when placing an order, you have the option to enter a different address for that specific purchase. Please note that using a different address at checkout will apply only to that order and will not change your default address settings.
ORDERS
Unfortunately, once you have placed an order, it cannot be modified or canceled.
We ship to over 200 countries worldwide. Please refer to our shipping policy or the checkout page to see if your country is included.
To check the status of your order, go to the "My Account" page and select "Orders." Click on the specific order you want to track for more details. Once your order has been shipped, you can use the tracking number provided to follow its progress directly on the carrier's website for real-time updates on its delivery status.
Unfortunately, once an order has been placed, the shipping speed cannot be modified. We recommend reviewing your shipping options carefully at checkout to ensure the selected speed meets your needs. If you have any concerns or need assistance, please contact our customer service team as soon as possible.
Yes, we offer free shipping on orders over USD $50 to the fifty contagious USA states and most Caribbean islands. You can check if your order qualifies for free shipping at checkout. For more details on eligibility and specific countries included, please refer to our shipping policy page.
A: Yes, we offer expedited shipping to select locations. During checkout, you can see if your order is eligible for this option. Please note that while free shipping is always standard, expedited shipping may incur additional charges based on your location.
Orders are typically processed within 3 business days. This timeframe includes verifying your order details, preparing your items for shipment, and packaging them securely. Once your order is processed, you will receive a confirmation email with tracking information. Please note that processing times may vary during peak seasons or promotional events, so we recommend placing your order early to ensure timely delivery. If you have any questions or concerns about your order status, feel free to reach out to our customer service team.
returns
Eligible items must be returned within 30 days of the delivery date. To qualify for a return, the item must be unused, in the same condition as when you received it, and in its original packaging. Additionally, a proof of purchase is required for all returns. Refunds will be processed to the original payment method once the returned item is received and inspected. Please note that certain items may be non-returnable due to hygiene reasons. For complete details on our return policy, including information about exchanges and specific exclusions, please refer to our Return Policy page. If you have any further questions, feel free to contact our customer service team at hello@onlylovable.com.
To initiate a return, please follow these steps:
- Review Eligibility: Ensure that your item meets our return criteria, including being unused, in its original condition, and returned within 30 days of delivery.
- Contact Customer Service: Reach out to our customer service team via email or live chat to request return authorisation. Be sure to provide your order number and details about the item you wish to return.
- Prepare Your Return: Once your return request is approved, package the item securely in its original packaging, including any accessories or documentation.
- Ship the Item: Follow the return instructions provided by our customer service team. You may be responsible for return shipping costs unless otherwise stated.
- Track Your Return: We recommend using a trackable shipping service to ensure your return reaches us safely.
Once we receive and inspect the returned item, we will process your refund to the original payment method. For further details, please refer to our Refund and Return Policy page. If you have any questions during the process, don't hesitate to ask!
PAYMENTS
We accept a variety of payment methods through PayPal, including major credit cards such as Visa, MasterCard, American Express, and Discover. You can also use your PayPal balance or linked bank account for secure and convenient payments. Please note that you do not need a PayPal account to complete your purchase, as you can check out as a guest using your preferred card.
If your payment method was declined, please try the following steps:
- Check Your Details: Ensure that all payment information, such as credit card number, expiration date, billing address, and CVV, is entered correctly.
- Contact Your Bank: Sometimes, transactions are declined due to restrictions or issues with your bank or card issuer. Contact them to verify that there are no holds or issues with your account.
- Try a Different Payment Method: If the issue persists, try using an alternative payment method, such as a different credit or debit card, PayPal balance, or linked bank account.
If you've tried these steps and are still experiencing difficulties, please contact our customer service team for assistance. We'll be happy to help your complete your purchase.
