Welcome to the Lauven FAQ page. We're here to answer your questions and ensure you have the best shopping experience. If you need additional help, please don't hesitate to contact us.
How long will it take to receive my order?
Here are our estimated delivery times:
- Handling time: 1–2 business days
- Transit time: 10–14 business days
- Estimated total delivery time: 11–16 business days (approximately 2–3 weeks)
Ordering for a special event? We recommend placing your order at least 4 weeks in advance.
For more details, please see our Shipping Policy.
Do you offer free shipping?
Yes, we offer free shipping on all orders.
What payment methods do you accept?
We currently accept:
- Shop Pay
- Visa
- Mastercard
- American Express
- Apple Pay
- Google Pay
- Amazon Pay
- PayPal Wallet
For more details, see our Terms of Service.
What if I receive a defective product?
If your item arrives defective, damaged or incorrect, tell us within 72 hours of delivery through our automated return portal or at help@lauven.shop, with clear photos of the issue. The item must be unworn, unwashed and still have its original tags. We then replace it or refund you at our own cost, return shipping included. This does not affect your statutory rights.
Can I cancel my order?
Yes, we offer a 24-hour cancellation window. If you wish to cancel your order, please contact us as soon as possible at help@lauven.shop.
What is your return policy?
You can return unused items within 30 days of receiving your order. Use our automated return portal to start your return instantly. We offer multiple convenient options including exchanges (keep your item, get new ones!), instant store credit, gift cards, or refunds. See our Return & Refund Policy for complete details.
How do I return or exchange an item?
Returns and exchanges are easy with our automated system:
- Visit our return portal
- Enter your order number and email
- Choose your preferred solution
- Follow the simple instructions
When will I receive my refund?
Instant refunds: Store credit and gift card options are issued immediately through our return portal.
Traditional refunds: Refunds to your original payment method are issued within 7 business days after we receive and inspect your returned item. Processing times depend on your bank or payment provider.
What is the process for exchanging a product?
Exchanges are simple! Use our automated return portal and select the "Exchange for Different Items" option.
Do I have to pay for return shipping?
For a change of mind or a sizing issue, return shipping is at your own cost. If the item arrived damaged, defective or incorrect, we cover it. Original shipping fees are non-refundable.
Do you offer product warranties?
We stand behind the quality of our items. A defective, damaged or incorrect item is covered when you report it within 72 hours of delivery with photos: we replace it or refund you at our own cost, return shipping included. Outside that window, our ordinary 30-day return policy applies.
How can I contact customer support?
You can reach our team via our Contact Us page or by emailing help@lauven.shop.
Do you have a physical store?
No, Lauven is an online-only fashion brand. This allows us to offer competitive prices and serve customers efficiently.
Can I place a bulk or B2B order?
Yes, we accept bulk and B2B orders. Please contact our team at help@lauven.shop for more information.
How can I track my order?
Once your order is shipped, you'll receive a tracking link by email. You can also check your tracking status on our Track Your Order page.
Contact Information
- Email: help@lauven.shop
- Contact Form: Here
- Customer Service Hours: Monday to Friday, 9:00 AM – 5:00 PM (GMT)
- We aim to respond to all emails within 1–2 business days.
