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Chargeback & Dispute Policy

At Real Lovers we are committed to providing a seamless shopping experience. By making a purchase on our website, you agree to the following chargeback policy:

1. Order Verification & Fulfilment

• All orders are processed and shipped with tracking to ensure successful delivery.
• Customers will receive an order confirmation email with tracking details.

2. No Chargebacks on Delivered Orders

• We do not accept chargebacks or disputes for orders that have been successfully delivered.
• If an order is marked as delivered by the shipping carrier but you did not receive it, please contact the carrier directly for assistance.
• Chargebacks WILL NOT be accepted for orders where the customer refuses to pay the required customs fees or fails to pick up their package from the delivery carrier. It is the customer's responsibility to be aware of and cover any customs duties or import taxes imposed by their country. Failure to do so does not qualify for a refund or chargeback.

3. Fraudulent Chargebacks

• Filing a chargeback after receiving a product is considered fraud.
• If a chargeback is filed fraudulently, we will submit all proof of delivery, transaction records, and customer communication to the payment provider for review.
• Customers who file false disputes will be banned from future purchases.

4. Refund & Return Policy Compliance

• Chargebacks will not be accepted if the issue falls under our Refund & Return Policy (e.g., dissatisfaction, wrong size, or change of mind).
• If you experience an issue with your order, please contact contact@reallovers.co.uk first, and we will do our best to assist you.

5. Contact Us Before Filing a Chargeback

• If you believe a charge was made in error, please contact us at 

  contact@reallovers.co.uk before initiating a dispute.

  
  

30 days no hassle return guarantee

POLICY RETURN DEADLINE:

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)

Items with obvious signs of use. Any item not in its original condition is damaged, or missing parts for reasons not due to our error and any item that is returned more than 30 days after delivery will be deemed as non-returnable items.

RETURNS (IF APPLICABLE):

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

LATE OR MISSING REFUNDS (IF APPLICABLE):

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund yet, please use the Contact Us the top of the page and send us an email. We will reply within 24 hours of hearing from you.

EXCHANGES (IF APPLICABLE):

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email by clicking the contact us at the top of this page.

We make sure to answer all emails within a 24 hour timeframe.

SHIPPING:

To return your product please email us for instructions we will answer your email within 24 hours. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary.

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Satisfy Your Curiosity: Answers to All Your Burning Questions about Our Playthings!

HOW QUICKLY CAN YOU ANSWER MY QUESTION?

We answer messages and emails in the order they are received and we try to respond as promptly as possible. We mostly reply within 24 hours of receiving a message or email.

CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?

Once an order is placed, our warehouse staff can pack and ship your order within 24 hours, so it's not always possible to process address change requests. If you notice an error, please email us ASAP with your name and order # so we can try to make a correction(s) to your package before it departs. There's no guarantee we can make it, especially once it leaves our warehouse, but we'll do everything we can!

HOW LONG IS THE PROCESSING PERIOD?

Order processing times are between 1~3 business days after the day you placed your order. Most packages are prepared within 24 hours, but if our warehouse is exceptionally backed up processing times may go up to 3 business days following the day you placed your order.

GENERAL SHIPPING INFORMATION:

Our warehouse processes and ships out all orders Mondays - Fridays (excluding major holidays). After placing your order, your package should be shipped out within 1~3 business days after your order is placed, and you will receive an email with the tracking number soon after. E-Packet is our primary carrier for U.S customers and for customers in countries/regions such as Canada, Europe, UK, Australia, New Zealand etc. Depending on where you live, packages are delivered within 5~28 days from the date of shipment.

WILL MY ORDER COME IN ONE PACKAGE?

Depending on the size of your order you may receive separate packages that may possibly arrive 1~2 business days apart.

OUT OF STOCK/BACKORDERED ITEMS:

In the event that any of your items are out of stock, we will send you an email to let you know when we expect to have the items shipped out by. If the items are not expected to be restocked within 2 weeks, we will just automatically refund you for those items.

ADDRESS CHANGES:

Our warehouse staff are super quick, so if you notice an error please email us ASAP with your name and order number so we can try to catch your package before it departs. There's no guarantee we can change it, especially once it leaves our warehouse, but we'll do everything we can!

DO YOU SHIP INTERNATIONALLY?

Yes we ship internationally and to almost all countries. You will receive your shipment 5-28 days after the order is shipped. All orders are shipped out within 1-3 days.

I RECEIVED A DAMAGED ITEM, WHAT DO I DO?

We apologize that your shipment didn't arrive in perfect condition! Please contact us with your name and order number for further assistance.

HOW CAN I TRACK MY ORDER?

Simply go to the Track My Order link on the Home Page or in the Main Menu and input your tracking number to see where your package is. If you need further assistance, we are always willing to help you.

WHY ISN'T MY TRACKING NUMBER WORKING?

Often, tracking numbers will only function on domestic orders, as foreign postal systems will not update the location of the package in our carriers' systems. International shipping usually takes between 2-4 weeks, so you can estimate that it will take about that long from the time your package ships until you'll receive it. If your order is domestic and the tracking number doesn't work, please let us know so we can make sure that your items were properly shipped.

THE TRACKING NUMBER SAYS DELIVERED, BUT I HAVEN'T RECEIVED MY ORDER?

All domestic (UK) delivery issues become the responsibility of Royal Mail. Evri or DPD once it’s been shipped from our warehouse or suppliers. You can contact them to locate your package at your local post office.

WHAT DO I DO IF SOMETHING IS MISSING IN MY ORDER OR IS DAMAGED?

If any of your purchased items are missing or are damaged please contact us immediately to resolve the issue. To get a hold of us to assist you please either use the Contact Us tab or email us at support@reallovers.com

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