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Because each Lovora Frame is custom-made, returns are not accepted once artwork has been approved and production has started. If an item arrives damaged, we will replace it free of charge.
Every Lovora Couple Frame is created from your specific photo, with your chosen background mood, and with your personalized details (names, date, message). Because nothing is pre-printed and nothing can be re-sold, our refund policy works differently from off-the-shelf retail.
That's also why we built the preview-and-approve flow into every order: you see exactly what your frame will look like before any printing or framing happens.
You can cancel your order any time before you approve your preview, with a full refund. Just reply to your preview email or contact support@lovoraframes.com with your order number.
Once you approve your preview and production begins, the order can no longer be cancelled or refunded — your frame is already being made specifically for you. This is why we strongly encourage you to use your one free revision if anything in your preview is not quite right.
If your Lovora Frame arrives damaged, we will replace it free of charge. To start a replacement:
If tracking shows no delivery and no movement for 7+ business days past the expected delivery date, contact us. We'll open an investigation with the carrier and either reissue your order or refund it once the package is officially declared lost.
If you receive your frame and there is a meaningful quality issue (printing defect, frame finish defect, missing component) that wasn't visible in the approved preview, contact us within 14 days of delivery with photos. We will repair, replace, or refund based on the nature of the issue.
Have a question about a specific order? Email support@lovoraframes.com with your order number.