At Laava, customer satisfaction is always our top priority.

We have dedicated QC (Quality Control) and QA (Quality Assurance) teams to inspect your items prior to shipping. Our product quality is guaranteed. However, you do need to carefully and accurately check your size before buying. Please kindly reference the size chart(s) on the product page.


If you are not satisfied with the items you receive, we can arrange an exchange or a refund for you.
We are here to help! Please feel free to submit a ticket if you have any issue with your order!


We offer a 100% Satisfaction Guarantee- Which means we will refund your money if you are for any reason not satisfied with your order. We want to provide a risk-free shopping experience and trust our customers to not take advantage of us on this offer.

In the unlikely event that your order hasn't arrived within 3-5 weeks (due to lost mail, etc.) please contact us and we will issue a refund or resend your order. Refunds & returns will not be processed after 90 days. Thanks for understanding!


Steps to resolve the issue:


1.Show us the problem with clear photos taken in good lighting or record a short video and send it to our Support Center along with your order number and product name.

2.We will review the case for you.

3.We will offer a solution.


Wrong Size


Different brands and manufacturers can produce items that have minor size differences. Please be sure to check the size chart carefully before ordering. We will consider the item’s size is incorrect if there is a 3cm (1.18inch) difference between the received item’s measurements and those indicated on the product page.


If we sent you the wrong size / wrong item: We will either refund you in full or dispatch an item with an alternative size or correct product(if applicable).
If you ordered the wrong size / wrong product: We will either offer a partial refund if you keep the item or ask you to return the product back to us for a partial refund or exchange. Shipping fees will be payable by you for shipping both ways. We will offer compensation as long as we receive the product(s), please kindly provide us all tracking information.

Missing items and partial delivery


Please be sure to open the parcel and check the contents carefully before signing for the package.


1.Contact us and provide clear photographs showing the product packaging (box), the shipping label on the box, your order number and product name.
2.We will review the case for you.
3.We will offer a solution.


The Laava ships from different warehouses in some cases we may have to split your order so that you receive part of your items faster. Please rest assured if we made a mistake, we will resend the missing item/accessory for free within the warranty period.

Wrong items or package sent


If we sent you the wrong item: We will either refund you in full or dispatch an item with an alternative product (if applicable).
If you ordered the wrong item: We will either offer a partial refund if you keep the item or ask you to return the product back to us for a full refund or exchange. Shipping fees will be payable by you for shipping both ways. We will offer compensation as long as we receive the product(s), please kindly provide us all tracking information.

The product is fine but I don't want it anymore


Products with no quality-related issues can be returned within 14 days of receiving your order. Returned items must be unused, with original tags and packaging.  Laava is not responsible for return shipping fee's.  Re-stocking fee's may apply if the item is not in its original condition to a maximum of 15%.


Additional notes about Warranty

 

  • All returns must first be approved by our customer service team; if approved, you will be provided with an RMA form. Returned items without RMA form will not be accepted.
  • All returned items must be in brand new condition, unused/unworn, unwashed, come with all original tags and their original packaging.
  • We do not accept product return and exchange for the following items: clearance items, discounted items, and all apparel listed under both the lingerie and swimwear categories. 

Please contact our Customer Support staff for further advice at info@thelaava.com. We will do our very best to help you.