info

frequently asked questions

INFO

frequently asked questions

Customers


Lovia concept store

FREDRIKINKATU 18, HELSINKI

hello@loviacollection.com

+358 50 471 1780

We are open:

Thu - Fri 12 - 19
Sat 11 - 16

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PRESS & MEDIA

Lovia studio & Showroom

Uudenmaankatu 26, HELSINKI

ada@loviacollection.com

+358 50 471 1780

Open for press by appointment.

 

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FREQUENTLY ASKED QUESTIONS

Orders

Can I change or cancel my order?

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. 

Can I change my incorrect shipping information?

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

How Can I order a unique bag?

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

Why haven't I received any order or shipping information after purchasing?

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! 

Payment methods

What Payment options do you provide?

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

Why can't I use the Payment Method I chose?

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 

Did my Payment succeed?

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! 

SHIPPING

WHERE DO YOU SHIP FROM?

Our webshop stock is in the same location as our Lovia Concept Store: Fredrikinkatu 18, 00120 Helsinki. Our team members wrap up each package personally. 

WHAT SHIPPING OPTIONS DO YOU PROVIDE?

We aim to ship all orders within 48 hours (during weekdays) after your purchase and we offer worldwide free shipping on orders over 300 €. 

You are always welcome to pick up your order from our store for free!

Our Domestic and Baltic shipping is provided by Posti Green, which means Posti services are carbon neutral. For customers it means that all the shipping and logistic services are compensated without additional cost to you. You can choose from: 

  • Postipaketti 2-5 days
  • Posti Express 1-3 days
  • Posti Pikkupaketti (for Jewelleries & Gift Cards) 3-6 days
  • Posti Home Delivery 2-5 days

Our International shipping is provided by DHL Express (you can also use it in Domestic shipping). You will receive an email from the courier when the package is about to arrive. The email will also give you instructions on how to change the arrival schedule if needed. DHL will bring the package directly to the given address and ask for a signature.

  • DHL Express Home Delivery (Domestic) 2-3 days 
  • DHL Express Worldwide (within EU) 2-4 days
  • DHL Express Worldwide (Outside EU) 7-14 days

Please note that customers from non-EU countries are responsible for possible import customs and taxes.

Can I track my order?

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

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

I tracked my order and it seems like the package has been shipped back to you. What can I do?

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!

RETURNS

How can I return my order?

We offer you a free return and full 30 day money back guarantee.

The 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.

To avoid any unnecessary prints, we will mail you the return code or shipping tag when needed. To make the return, please contact hello@loviacollection.com

How long does it take to get a refund?

We refund the full price of your order including VAT 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. We provide free shipping back to us when you return the product but please note that the shipping cost of your order will not be refunded.

We provide free shipping back to us when you return the product but please note that the shipping cost of your order will not be refunded.

Can I return my unique design order?

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

EXCHANGES

I received my order but the item is damaged. What should I do?

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.

Can I exchange my gift I received?

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.

Can I change my Sample Sale product to another?

Yes of course! Sample Sale products can be changed to another product or Gift Card within 14 days of the purchase. 

Please contact us at hello@loviacollection.com and ask for a return code. We will personally guide you how to proceed.

WARRANTY & REPAIRS

What is your reclamation policy?

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

We’re also 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! 

My puppy thought my Lovia Bag was a fun new toy. Can we fix it?

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 or bring it to us to our Lovia Concept Store during our opening hours (Thu-Sat). 

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. 

DIDN'T FIND YOUR ANSWER?

We're happy to help you with further questions

HELLO@LOVIACOLLECTION.COM
+358 50 471 1780

FREQUENTLY ASKED QUESTIONS

Orders

Can I change or cancel my order?

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. 

Can I change my incorrect shipping information?

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

How Can I order a unique bag?

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.

Why haven't I received any order or shipping information after purchasing?

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.

Payment methods

What Payment options do you provide?

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

Why can't I use the Payment Method I chose?

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 won't work, please send us a Chat-message or email us at hello@loviacollection.com 

Did my Payment succeed?

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! 

SHIPPING

WHERE DO YOU SHIP FROM?

Our webshop stock is in the same location as our Lovia Concept Store: Fredrikinkatu 18, 00120 Helsinki. Our team members wrap up each package personally. 

WHAT SHIPPING OPTIONS DO YOU PROVIDE?

We aim to ship all orders within 48 hours (during weekdays) after your purchase and we offer worldwide free shipping on orders over 300 €. 

You are always welcome to pick up your order from our store for free!

Our Domestic and Baltic shipping is provided by Posti Green, which means Posti services are carbon neutral. For customers it means that all the shipping and logistic services are compensated without additional cost to you. You can choose from: 

  • Postipaketti 2-5 days
  • Posti Express 1-3 days
  • Posti Pikkupaketti (for Jewelleries & Gift Cards) 3-6 days
  • Posti Home Delivery 2-5 days

Our International shipping is provided by DHL Express (you can also use it in Domestic shipping). You will receive an email from the courier when the package is about to arrive. The email will also give you instructions on how to change the arrival schedule if needed. DHL will bring the package directly to the given address and ask for a signature.

  • DHL Express Home Delivery (Domestic) 2-3 days 
  • DHL Express Worldwide (within EU) 2-4 days
  • DHL Express Worldwide (Outside EU) 7-14 days

Please note that customers from non-EU countries are responsible for possible import customs and taxes.

Can I track my order?

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

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

I tracked my order and it seems like the package has been shipped back to you. What can I do?

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!

RETURNS

How can I return my order?

We offer you a free return and full 30 day money back guarantee.

The 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.

To avoid any unnecessary prints, we will mail you the return code or shipping tag when needed. To make the return, please contact hello@loviacollection.com

 

How long does it take to get a refund?

We refund the full price of your order including VAT 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. We provide free shipping back to us when you return the product but please note that the shipping cost of your order will not be refunded.

We provide free shipping back to us when you return the product but please note that the shipping cost of your order will not be refunded.

Can I return my unique design order?

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

EXCHANGES

I received my order but the item is damaged. What should I do?

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.

Can I exchange my gift I received?

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.

Can I change my Sample Sale product to another?

Yes of course! Sample Sale products can be changed to another product or Gift Card within 14 days of the purchase. 

Please contact us at hello@loviacollection.com and ask for a return code. We will personally guide you how to proceed.

WARRANTY & REPAIRS

What is your reclamation policy?

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

We’re also 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! 

My puppy thought my Lovia Bag was a fun new toy. Can we fix it?

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 or bring it to us to our Lovia Concept Store during our opening hours (Thu-Sat). 

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. 

DIDN'T FIND YOUR ANSWER?

We're happy to help you with further questions

HELLO@LOVIACOLLECTION.COM
+358 50 471 1780