Log a Return or Exchange
Log a Return or Exchange
Submit a return request from your customer account, or request an exchange with our team. For a change-of-mind return or exchange, please contact us within 7 calendar days of delivery; statutory rights for defective goods or other legally protected returns still apply beyond this period as applicable.
- Sign in using the email address used for your order and the verification code sent to that email.
- Open your order, select Return items, choose the items and quantities, and tell us your reason.
- Submit your request. Our team will review it and send approval and collection or shipping instructions. Please wait for these instructions before sending your parcel.
Request an exchange
To exchange an item, send us your order number, the item you are returning, and the replacement item, size or colour you would like. Our team will confirm availability and the next steps before you send your parcel.
Request an Exchange on WhatsApp
If your order or the return option is not displayed, or you need an exchange, WhatsApp 060 286 5218 or email lovethelookfashionhouse@gmail.com with your name, order number, items and reason.
Return collection and shipping
- Orders over R3,500 OR orders originally delivered by Courier Guy: we arrange free return collection after approval. Our team will confirm the collection details with you.
- Orders of R3,500 or less that were not delivered by Courier Guy: for change-of-mind returns, please arrange and pay for door-to-door delivery directly to our office after approval, unless applicable law requires otherwise.
For damaged, defective or incorrect items, contact us first so we can confirm the appropriate return arrangements. Your statutory rights are unaffected.
Return delivery address
Love The Look Fashion House
London House, Office 101, 1st Floor
21 Loveday Street
Marshalltown
Johannesburg, South Africa
Contact: 060 286 5218
Pack your item securely and include your name and order number inside the parcel. Send us the courier name and tracking number once dispatched. Please choose delivery to our office door, not a collection point, locker or branch.
Couriers, prices and delivery times
The following are guides for customer-arranged returns to our office. Check the final price with the courier before booking.
| Courier service | Price | Estimated transit time |
|---|---|---|
| Aramex Store-to-Door | Advertised from R89.99 per sleeve at participating stores. Your parcel must fit the sleeve; confirm the current price and any additional charges. | 1–3 business days for main centres; remote areas may take longer. |
| PostNet2Door Economy | Ask your PostNet branch for a quote based on the parcel and route. | Generally 2–3 business days from main centres; allow 3–4 for regional delivery. |
| The Courier Guy — door delivery | Quote required based on collection address, parcel size, weight and service. | Route- and service-dependent; confirm the delivery estimate when booking. |
Courier prices may change. Transit estimates exclude weekends, public holidays, return approval and inspection. Free collection is arranged by our team for qualifying orders; please do not book a paid collection expecting automatic reimbursement.
Return eligibility and refunds
Submitting a request does not automatically approve a return or refund. Our team reviews each request under our Returns & Refunds policy and your applicable consumer rights.
