Returns & Refunds
Easy returns & exchanges
We want you to shop confidently. Eligible returns and refunds are supported. For ordinary change-of-mind or sizing requests, log a return within 7 days of receiving your order. Your statutory rights, including protections for defective or incorrect goods, are not limited to seven days.
How it works
- Sign in with the email address used for your order.
- Select your order, the items and your reason for return, then submit your request.
- Wait for our approval and collection/return-shipping instructions. For an exchange, contact our team to confirm size and availability.
Collection and return delivery
- Orders over R3,500, or originally delivered by Courier Guy: free approved return collection arranged by our team.
- Orders R3,500 or less delivered by another carrier: for an ordinary change-of-mind return, arrange and pay for door-to-door shipping to our office after approval, except where consumer law requires us to pay.
- Faulty, damaged or incorrect items: contact us and we will arrange the legally appropriate solution and shipping.
Returns address: Love The Look Fashion House, London House, Office 101, 1st Floor, 21 Loveday Street, Marshalltown, Johannesburg, South Africa. Contact 060 286 5218.
Suggested return couriers
Courier prices and times are estimates; confirm when booking.
| Service | Cost | Typical transit |
|---|---|---|
| Aramex Store-to-Door | Advertised from R89.99 per sleeve; depends on parcel size and participating stores | Approximately 1–3 business days for main centres |
| PostNet2Door Economy | Quote required | Typically 2–3 business days between main centres; regional trips longer |
| The Courier Guy — door delivery | Quote required for customer-arranged returns | Varies by service and destination |
Ship to our office door, not a branch or locker. Include your name and order number inside the parcel and send us your tracking details. Qualifying free collections are booked by our team; do not pay for a collection expecting reimbursement.
Refunds and consumer rights
After we receive and assess the return, we will confirm the outcome. Approved refunds are made to the original payment method, unless applicable law or the payment provider requires another method. South African online customers have applicable cancellation rights under the Electronic Communications and Transactions Act, subject to its exceptions; defective items have rights under consumer protection law. Your rights under any applicable law always take precedence over store rules.
Questions? WhatsApp 060 286 5218 or email lovethelookfashionhouse@gmail.com.
