Of course and we’re happy to help! Please send us a message on our Chat found on the website or email us at hello@loviacollection.com right away after your order or as soon as possible.

If the order has been already shipped, please pick up the package from your nearest post office and contact us for the change or return. 

Please send us email at hello@loviacollection.com right away after your order or as soon as possible.

If the package has been shipped you will need to get in touch with our shipping services to change your address and redirect your package.

Please choose one of the following options:

• If you wish to design a unique bag for yourself and you already know the model you’d want (e.g. Hilla Belt Bag), add "Unique [Hilla]-bag Design Experience" to your shopping cart and finish the order. Then book a workshop meeting (physical or digital) by emailing us at hello@loviacollection.com
• If you wish to design a unique bag for someone else as a gift or give a unique bag workshop as a gift, follow the same steps as mentioned in the previous part. 
• If you are not yet sure  which bag you wish to design or give as a gift, contact us by email at hello@loviacollection.com or by using our Chat found on the website.

Note that the estimated time for your unique bag production is 6-8 weeks. You will get a video greeting from our Main Artisan Fulvio from Italy from the production process

Please check your email and also trash bin / spam messages. You should have an order notification after purchasing and another message when the order is ready for pick up or has been shipped. 

If you still can’t find either of these emails, please send us a Chat-message or email us at hello@loviacollection.com right away.

We are so sorry for any inconvenience! 

Our Payment Provider is Paytrail, which is a Finnish payment institution. Paytrail Plc is a licensed payment institution authorized by the Finnish Financial Supervisory Authority, used by more than 10 000 online businesses.

With Paytrail's payment service, you can pay using your preferred payment method: 

1. Online Bank Payment: Nordea, Osuuspankki, Danske Bank, Säästöpankki, Oma Säästöpankki, POP Pankki, Aktia, Handelsbanken, Ålandsbanken and S-Pankki
2.Invoice and Instalment: Collector Bank 
3. Credit or Debit cards: Visa, Visa Electron, Mastercard, American Express, Eurocard and Diners Club
4. Mobiile Payment: MobilePay

Sometimes Payment will be cancelled due to slow wi-fi or temporary issues in the online bank. Please try again after a while or try another Payment method.

In case none of these Payment methods work, please send us a Chat-message or email us at hello@loviacollection.com 

Please check your email and also trash bin / spam messages. You should have an order notification after purchasing and another message when the order is ready for pick up or has been shipped. 

If you still can’t find either of these emails, please send us a Chat-message or email us at hello@loviacollection.com right away.

We are so sorry for any inconvenience! 

Please check your email, trash and spam. You should receive an order confirmation after making a purchase, as well as a shipping notification when the package is ready for pickup or on its way. If you cannot find either of these messages, please contact us via Chat or by email at hello@loviacollection.com. We apologize for the inconvenience!

Our warehouse is located in Lauttasaari, Helsinki. Our team members also pack and ship orders from here personally.

For orders over 500€ within Finland, we offer free shipping.

FINLAND

Domestic orders are provided by Posti, whose services are 100% carbon neutral Posti Green services. For customers, Posti Green means that transport and supply chain services are emission-compensated without any additional charge. You can choose from the following:

• Posti parcel 2-5 days (8€)
• Posti Express 1-3 days (11€)
• Posti home parcel 2-5 days (13€)

EU-COUNTRIES

• Postnord (Nordics) 2-4 days (7.5€)
• GLS (EU) 3-4 days (19€)

Please note that delivery times andprices are estimated and may change slightly during the high season.

We do not currently deliver outside the EU.

When we have completed and shipped your order, you should have a tracking number from Posti, Postnord or GLS.

If you don't receive any notice, please contact us by email at hello@loviacollection.com

Please contact us at hello@loviacollection.com and tell us your order or shipping number. We will check your order details and see if there have been some issues with our logistics. 

We are so sorry for any inconvenience!

We offer a 30-day full refund policy for all products, except in special cases where otherwise stated.

You can return the product within 30 days, as long as it is in its original packaging and in its original condition. Make sure that all parts that are susceptible to scratches are covered in the same way as when you received the package, and that the shipping box protects the product from bumps. If you want to exchange the product, we ask you to return the product to be exchanged, and usually place a new order.

To avoid unnecessary printing, we will send you a return code or form by email. The return fee is 10€ within Finland. The return fee within the EU is 20€, and we do not offer return codes for returns from outside the EU. However, you can of course return your order by sending it back to us with your chosen logistics partner, in which case you will cover the return shipping costs yourself. Please contact hello@loviacollection.com if you want to make a return. We would also be very happy to hear the reason for the return, in order to improve our products and services!he item must be returned in its original packaging and in its original condition, all delicate parts covered from possible scratches during the shipping. We do not offer standard exchanges, so if you wish to change your product, please return the item you wish to exchange and place a new order.

We refund the full price of your order including VAT, deducted by return costs, when we have received it in unharmed condition. From this, the return to your account balance may take up to 14 days depending on your chosen payment method for your original order. Please note that the original shipping cost of your order will not be refunded.

For tailor-made pre-ordered products with a unique DNA-label or other feature we unfortunately cannot provide a return right. These products do have reclamation right and we want to help you with any possible problems regarding the product. 

Please contact us at hello@loviacollection.com to let us know if there is something wrong with the unique product you received.

In case you are buying a unique bag as a gift for someone else and you are not sure about the exact taste of the receiver, we recommend giving the Unique Bag Workshop as a gift, where s/he can design the details by her/himself. Unless you are 99% sure that your design skills will leave your beloved breathless, we highly recommend letting them make the final decisions! 

Noticed a small defect? Sometimes a small detail makes a huge difference, we understand! We always strive to carefully check each product, but if you receive a piece with a minor defect, let us know. It's important for us that you can fully love your treasure.

Send us a picture of your product at hello@loviacollection.com and we'll aim to find you a better piece or of course order the possibility of a full return if wanted.

Did you notice a small defect or scratch? Sometimes even the smallest detail is distracting, we understand! We go through each product carefully, but sometimes a small detail may be missed. It is important to us that your treasure is exactly the way you want it.

Send us a picture of your product to hello@loviacollection.com and we will try to offer you a more suitable alternative. There are subtle differences in our surplus materials, so each product looks a little different. We will find just the right one for you! Of course, if you wish, a return is also possible.

Sometimes the received gift is not exactly what you were looking for. We encourage you to change it for something you will actually cherish for a lifetime. 

You can exchange a gift you have received with the original receipt within 30 days of purchase. If you exchange your gift to a product that costs less, we will cover the difference with a gift card for you. 

In case you don’t find anything perfect for you at the moment, we can always give you a gift card for later use.

Sample Sale products can be returned within 30 days when purchased from our webshop.

It's very important that our products are both timeless and durable. We provide a one-year repair warranty together with our artisans if you notice a quality issue regarding the production or material of your treasure in use.

The warranty covers any manufacturing and structural defects that may affect the product’s usability or functionality under normal use. The warranty does not cover damages caused by normal wear and tear, misuse of the product, or use against its intended purpose. We assess each warranty case individually.

Also, please note that we use natural materials, and their appearance may vary and change over time as part of their unique charm.

Don't hesitate to contact us at hello@loviacollection.com if you have any issues with your product! Please send us pictures right away, so we can evaluate the situation! 

We’re happy to help you with any needs for repair due to wear and tear. We aim to offer repair services for you with the lowest possible cost and hassle free.

Don't hesitate to contact us at hello@loviacollection.com if you have any issues with your product! Please send us pictures right away, so we can evaluate the situation! 

We understand that our bags are very multifunctional and might interest other members in the household as well. Please send us pictures hello@loviacollection.com of the damaged item.

Our Production Manager and Artisans in Italy will make an estimation of the repair and cost structure during one week. We will contact you about the details of how to proceed. 

If you wish to proceed, we will ship your bag to Italy and the repair will take around 2-3 weeks. However, we will let you know a more accurate schedule before shipping, since it’s always case-by-case.