Refund & Return Policy

You can cancel any item free of charge until the vendor marks it shipped and adds tracking. Email us with your order number and we will refund that item in full.

Once an item has shipped it can no longer be cancelled, but the return rules below still apply.

Tell us within 7 days of delivery if an item arrives damaged or faulty, or if something is missing from your parcel. Send a photo of the item and the packaging so we can sort it quickly.

We will arrange a replacement or a full refund, including the shipping you paid. You will not be asked to pay return postage for a damaged or faulty item.

If tracking shows delivered but nothing arrived, contact us within 7 days and we will open a claim with the carrier and make it right.

Unused items in their original condition and packaging may be returned within 14 days of delivery. Request a return first — parcels sent back without approval cannot be refunded.

Return postage for a change of mind is paid by the shopper. The refund covers the item price and excludes the original shipping.

Refunds are issued once the vendor receives the return, normally within 5 business days.

Made-to-order and personalised items, perishable food and drink, cosmetics or skincare that has been opened, earrings and other pierced jewellery, and digital downloads.

These exceptions never apply when an item arrives damaged, faulty or not as described.

Refunds go back to the original payment method through Square. Your bank typically posts the money within 3 to 10 business days.

If a refund is issued after a vendor has been paid out for that item, the amount is recovered from their next weekly payout.

Monthly booth rent is billed in advance. Vendors can cancel at any time in My Booth and keep their booth until the end of the paid month.

Booth rent already charged for a started month is not refundable, and no charge is made if a vendor cancels during their one-day free trial.

If you and a vendor cannot agree, email ilovouinfo@gmail.com. The ilovou team reviews the order, the messages and any photos, and makes a final decision — usually within 5 business days.

Nothing in this policy limits your statutory consumer rights.