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FAQ

1. Account, Newsletter e Lovelist
2. Orders, Coupons and Shipping
3. Special Promotions
4. Returns and Claim
5. LOVEThESIGN's trustworthiness
6. Technical issues

1.Account, Newsletter e Lovelist

1.1 Newsletter

1.11 Is the subscription to the newsletter free?
Yes, subscribing to our newsletter is absolutely free and does not imply any obligation to purchase. It gives you the opportunity to be informed about promotions, launching of new brands and new designers and the LOVEThESIGN world.

1.12 How can I change my newsletter settings or unsubscribe?
Edit your newsletter settings at any time by clicking on the "Newsletter" button on your Account page at the top right of the homepage and selecting from the available options. You can also make changes by clicking on the "Unsubscribe" button at the bottom of each newsletter.
After unsubscribing, you will not receive any further updates on our exclusive promotions. Please note that if you choose to disable the newsletter, you will not be able to use the same email to subscribe to our newsletter service in the future. For any questions and assistance, email us at privacy@lovethesign.com.

1.2 Account settings

1.21 What if I forget my password?
No problem: choose the "Forgot your password?" option from the Sign In window. You will receive an email link to safely set up your new account password (if you do not receive our email immediately, check the Promotions tab of your inbox). For any questions or assistance, email us at customercare@lovethesign.com.

1.22 How can I change my email address?
To change the email address associated with your profile on LOVEThESIGN, enter your Account page through the icon at the top right of the homepage and click on "My info". After entering the new email address, confirm your choice by clicking on the "Save" button.

1.23 How are my data processed?
LOVEThESIGN attaches great importance to the security of your personal data and the need to process it according to the most stringent Italian legislative requirements (Legislative Decree 196/03).
You can find more detailed information about this in the Privacy and Cookies area. The Privacy matters address (Article 7 of the Privacy Code) is Lovethesign S.p.a. Via Mecenate 76/85, 20138 Milan.

1.24 Can I invite my friends to join LOVEThESIGN?
Yes, and LOVEThESIGN has a gift for everyone: for each friend you invite, both of you will receive a 40 € voucher for a minimum purchase of 200 € . The voucher will be validated once your friend completes their first order.
Check the status of invitations from your Account page: from here you can invite new friends directly and get your personal link to share.

1.3 Lovelist

1.31 What is the Lovelist and how does it work?
The Lovelist is the special LOVEThESIGN wishlist, where you can easily save all the items that you like or that catch your attention as you continue to navigate on the website.
When you select a product, by clicking on "Add to Lovelist" you will save it in your Lovelist, in order to purchase it later. You can either remove the items or move them to your cart at any time by accessing the Lovelist page at the top right of the homepage.
Please note that products saved in the Lovelist are not automatically reserved.

2. Orders, Coupons and Shipping

2.1 Order and payment management

2.11 How can I place an order on LOVEThESIGN?
Ordering on LOVEThESIGN is a matter of just a few clicks. After selecting all the products you want, go to the Shopping Cart by clicking on the top right icon, review the items you've added and click on the "Proceed to Checkout" button. Do not worry: you will still be able to modify the selected products or change your mind before the end of the purchase process.
Some details are required to continue with the order, including the shipping address. At this stage, choose whether to save your data for future purchases or proceed without registering. In this second case, please note that you will not be able to redeem any discount coupons in your possession.
Once you have entered your information and the coupon, select the payment method you prefer: make sure you have your credit card details and SecureCode code provided by your bank handy. By clicking on the "Buy Now" button, your order will be completed and we will send you a confirmation email (if you do not receive our email immediately, check also the Promotions tab of your inbox).

2.12 How can I modify or delete my order?
Once you've completed your order, you will not be able to change it . That is why we recommend that you review the items you are purchasing before proceeding with the payment.
If you wish to cancel your order or part of it, email us at customercare@lovethesign.com.
Please note that orders can not be cancelled if they have already been shipped: in this case, you must follow the return procedure.

2.13 What is the minimum order?
The minimum order is a purchase threshold that we have established to ensure a more balanced relationship between shipping costs and the purchased items. In order to proceed with the order, you have to add to your shopping cart items for €19 or more.

2.14 What are the payment methods available?
You can pay for your order with - credit card (Visa, Mastercard, American Express) - prepaid card - PayPal In the case of credit card payments, we advise you to have the SecureCode code provided by your bank handy to speed up your purchase.
Security is always a priority for LOVEThESIGN, so your data will always be protected by the latest and up-to-date technologies.

2.15 How can I request the invoice?
To request the invoice of your order, send an email with all your data, including your tax code or VAT number, and the reference order number at customercare@lovethesign.com. Remember that the invoice must be requested by the end of the month of your purchase; once the billing month is closed, we will no longer be able to proceed with your request.

2.16 Where can I check the status of my order?
To check the status of your order, sign in to your Account page at the top right of the homepage and select "My Orders". Here you can see a list of all your orders and monitor the processing phase for the orders in progress.
We will notify you 24/48h before your order is shipped, with a notification to the email address indicated at the time of purchase.

2.2 Coupon e Gift Card

2.21 How can I use a discount coupon?
The discount coupon is a unique code that can only be used once, on a single order. To enter the code and get a discount, you must already be registered on our site or purchase it as "New Customer". If you proceed to checkout without signing up you will not be able to use your coupon. Also remember that coupons cannot be combined.

2.22 What is the validity of a coupon?
Coupons may be subject to date and/or merchandise category restrictions and/or minimum order according to the promotion for which they are activated. However, these conditions are always to be considered according to the specific promotion.
Please note that, in the event of special commercial agreements, coupons never apply (even if not explicitly) to the following brands: Artemide, Driade, Ethimo, Ferm Living, Flos, Foscarini, Gubi, Hay, L'Abbate, MDF Italia, Menu, Miniforms, Seletti, Sika. In case your order contains items from one or more of these brands, the discount will be applied to the subtotal of your cart excluding these products.

2.23 How does the Gift Card work?
The Gift Card is a discount coupon that you decide to give or receive as a gift. Buy it on our e-commerce in the "Gift Ideas" menu: upon conclusion of the order, we will send you an email with a PDF containing the Gift Card to the email address that you have indicated. Once you receive it, you just have to print it out and deliver it to the person you want, or forward it by email.
To find out how to use the Gift Card, please refer to the discount coupon. Gift cards have no expiring date and cannot be combined with other Gift cards or with other promotional coupons.

2.3 Shipping and delivery

2.31 How much is shipping cost?
Shipping is free for all orders over 200€ and costs 9€ for orders under 200€. In some cases, such as bulky or non-standard orders and on specific products and brands based on specific commercial conditions, an extra shipping cost is payable, which will be quantified according to the nature of the products purchased and the destination area. However, the extra amount will always be communicated before the conlcusion of the order. If you have any doubts, do not hesitate to email us at customercare@lovethesign.com.

2.32 How long will it take to process my order?
The delivery time of an order depends on the type and availability of the items you have purchased. On the tab of each product, as well as on the order checkout page, you can find an estimated delivery time.
Some products can be put into production specifically for your order, so the delivery time will be determined by the manufacturer.
Products marked with "Quick Delivery" are available in the warehouse. In this case, the order will normally be processed within the following 72h.
If your order includes items with different delivery times, a single shipment will be made, and the leadtime will be indicated on the checkout page before payment is made. In order to shorten waiting times, we recommend, where possible, to make separate orders by grouping products with similar delivery times.
If your order includes items that require special care during transportation, we will contact specialized couriers whose delivery times may vary from the indicated standard times. We will do our best to ensure the best possible service and to activate a direct line between you and the courier who will deliver your order.
LOVEThESIGN is committed to meeting the estimated delivery times indicated on the website. However, in case of any unforeseen events during production or processing of the order, you will always be notified promptly by the LOVEThESIGN team. For any questions or assistance, email us at customercare@lovethesign.com.

2.33 Who deals with the shipping?
Your order will be processed by our logistics service and delivered with the best couriers available on the market, who will send you an email with the tracking number as soon as your order is assigned to them.
In the case of shipments requiring special care during transportation, specialized couriers will be used, who will call you beforehand to arrange a delivery date.

2.34 Can I request a delivery outside the UK?
Of course. LOVEThESIGN ships all over the world. Indicate the destination country during the purchase process, or send a request to customercare@lovethesign.com indicating the destination area and we will provide you with all the information you need. Please note that some International shipments are subject to customs charge, which will be at your expense. If you have any doubts, do not hesitate to email us at customercare@lovethesign.com.

2.35 What should I do upon delivery of my order?
We recommend that you always check your order upon delivery. Verify that the number of packages delivered corresponds to what is indicated in the delivery note. Also check that the packaging is intact and that the content is not altered or damaged in any way. In the case of anomalies, write "Accepted subject to checking" on the carrier's delivery note before signing and send an email to us at customercare@lovethesign.com with the details of the delivery.
Please note that you have 14 days to report any damages and make a complaint. After this deadline we will no longer be able to accept neither complaints nor reports of irregularities.

3. Special Promotions

3.1 Free shipping

3.11 How does the "Free Shipping" promotion work?
LOVEThESIGN may decide, at certain times of the year, to activate the special "Free Shipping" promotion, with which we will take care of the shipping costs even for the orders over € 200.
Please note, however, that this type of promotion does not apply to bulky orders or out of standard format.

If you have any doubts, do not hesitate to email us at customercare@lovethesign.com.

4. Returns and Claims

4.1 How can I contact you for assistance on products?

If you have any doubts or need assistance with the products purchased, please contact our customer service at customercare@lovethesign.com. If you wish a phone contact, please specify it in your email by providing your contact number: we will call you as soon as possible.

4.2 How can I make a return or exchange and how long will it take?

If you are not satisfied with your order, you may want to return one or more items.
If you have changed your mind on an item or intend to replace it with a different one (if available in stock), the return will be at your expense and you will have to proceed with a new order.
The items you wish to return must be in original condition, properly packaged and packed. For the shipment, use the same cardboard box in which you received your order. If this is not possible, use an equivalent box.
In the case of a defective product, you can replace it with the same item, if available in stock, or ask for a refund. Contact our customer service at customercare@lovethesign.com within 14 working days from the date of delivery of the order. We will arrange the pick up with our courier and provide you with all the information. In this case, LOVEThESIGN will refund you the cost of the item and will take care of the shipping costs.
Both in the case of voluntary return and return of a defective product, please remember to include a copy of the shipping document in the parcel, which will be emailed to you by our Customer Service and on which you will need to highlight the returned products and the reason for the return.

4.3 How does the reimbursement take place?

Returning one or more products will lead to a full refund of the item(s) cost, excluding shipping charges to our warehouse. Only in case of a defective product, LOVEThESIGN will be responsible for all shipping charges.
Reimbursements will be made through a refund based on the payment method you used for the purchase. We will refund you upon the arrival of the parcel at our warehouse.

5. LOVEThESIGN's trustworthiness

5.1 Are the products on LOVEThESIGN original?

Of course they are: LOVEThESIGN commits itself to and participates daily in the fight against counterfeiting and is the official and authorized partner of all products on sale on the website. LOVEThESIGN has privileged relationships with more than 1,200 brands, designers and craftsmen: that's how we can ensure that every product is original.

5.2 Do products purchased on LOVEThESIGN come with a warranty?

LOVEThESIGN and/or the represented partner manufacturers, in relation to the products you have purchased, will provide the legal warranty of compliance with the terms and conditions set forth in art. 128 and following. of the Italian Consumption Code. In particular, the rights arising from such warranty may be exercised, provided that the products have been used properly, with due diligence and respect for the intended use and the provisions of the provided instructions, and after presentation by the customer of the delivery receipt received with the same and indicating the order number. Costs related to the return of products due to the effect of the warranty will be borne by LOVEThESIGN and/or the partner manufacturers.

5.3 Can I rely on LOVEThESIGN's trustworthiness?

LOVEThESIGN devotes great attention to your needs and guarantees you the utmost trustworthiness and reliability, both in purchasing support and in handling orders and returns.
It also commits itself to complying with the estimated delivery times indicated on the website. In case of unforeseen events that are the direct responsibility of LOVEThESIGN, you will always be promptly notified by our Customer Support team.

6. Technical issues

6.1 I have experienced technical issues with the website, what can I do?

We want all of our customers to have a great shopping experience, but we know that sometimes there may be some problems.
First, make sure that your operating system (Windows 10, Mac OS X, etc.) or your smartphone have the latest upgrades available.
If the problem persists, email us at customercare@lovethesign.com specifying, if possible:
- your operating system (for example: Windows XP, Mac OS X)
- your internet browser (for example: Google Chrome, Internet Explorer 7, Firefox, Safari)
- your device (for example: computers, smartphones, tablets)
- the description or screenshot of the error found.

We will get back to you as soon as possible.

Dedicated Customer Service

Any doubts or questions? Contact us!
Tel 020 3095 5815
Mon-Fri 8am-12pm | 1pm-5pm
customercare@lovethesign.com

100% Original Products

We select the best design brands and work together with them. Why? In order to grant you 100% original products, with two times the certified quality, by both them and us.

Delivery and returns made easy and refundable

We offer a reliable delivery service and the shipping is on us for orders over €200*. If you aren't satisfied, returns are easy. *conditions may apply, please read the FAQs for more information.

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