FAQs

Frequently Asked Questions


1. Do I need an account to place an order?   

Of course yes, you need to register an account at the Lovelytop.com to place an order. Only after registering your own account, you can be available to check your order status, make returns and receive the latest offers.

2. Can I amend or add to my order?

It depends on the status of your order. There are four status of your order:

Pending: payment not completed finish, so order can be canceled or changed;

Complete: order can be canceled or changed;

Processing: order can be add or remove items, and you still can cancel order at this status;

Shipped: order cannot be changed;

Refunded: refund has been issue after reach an agreement.

Please contact us at [email protected]

ASAP and offer us the detailed information about changes of your order, we will suspend the shipment for you and change your order accordingly once we receive your payment and shipping charges of the new added item.

3. Can I cancel my order?

Providing you contact us before your order is dispatched and ideally as soon as possible after making the order, you should be able to cancel your order without a problem. To do this, email us [email protected] with your order number. If the order is still being processing, we will cancel the order for you. If it has already been dispatched there is nothing we can do. You may refer to our Return & Refund Policy for the next stage.

4. How is my order confirmed?

Once you’ve checked out, you’ll receive a confirmation e-mail detailing all the products, quantities and guide prices relating to your order. Please make a note of the order number in case you need to contact us.

5. What about the shipping charges to Our country?

On our website, in order to make customer get detailed shipping fee quickly and easily, there is a self-help freight inquires tool, just select the destination and weight, you will get what you want to know. Normally, we use DHL shipping for most of our served countries, some economy shipping methods are available for some special areas to lower down the shipping charges. Please check the detail postage via Shipping Cost Calculator.

6. What is the min order value?

There is no minimum order quantity and minimum purchase quantity at the Lovelytop.com.

7. Can I get a discount for my order?

We have a single order discounts system on our website, the discounts will be applied automatically according to different purchase amount. Please referent to Wholesale Discount Policy. Sometimes, we will do the promotion for our products, customers will receive the coupon code to get a discount via our website advisement or newsletter. The coupon code can be apply in the shopping cart page during checkout. Furthermore, you are reward a mysterious gift when you place orders at the Lovelytop.com. Types, quantity and valued of gifts we reward is dependable by the value, specific time and kinds of orders you place.

8. Although I found that there are a lot of styles are in stock, can you offer us with much more fashion items what I want to buy? When you can get new fashion products?

If you want to buy some specific fashion jewellery and accessories or want to get factory fashion products at the first time, it is strongly suggested that you add to us “FRIEND” by Wechart and WhatsApp where we will show you much more styles in privacy。Please get our detailed information by Contact Us.

9. Your product is same as the pictures we see on the website?

Of course yes. All of pictures are shown on Lovelytop.com is based on the fact that our photographers take photos on real fashion products in factories, so we can confirm that the products you buy are same as you see on our websites. Only difference is might the colors representation may slightly vary by monitors due to limitations in photography and the inevitable differences in monitor settings.

10. How do I check my order status? And how long will it take to process my order?

You can always check your status of your order at your Loverlytop.com account. Once your payment is confirmed and we will delivery your order ASAP, normally within three days. If products are not in stock, it will take three to five days to prepare for you. And then a Dispatch Confirmation will be send to your email account with a tracking number whether you use expedited shipping method or standard shipping method.

11. What if I forgot my password?

Please be released. If you forget your password, do not worry, you just need to click “Forgot Your Password?” button and follow instructions illustrated on Lovelytop.com

12. Can you promise your quality of products before placing orders on Loveltyop.com?

Of course yes. We have great confidence about our jewelry and accessories products based on the fact that every piece has been strictly inspected by rigorous quality control system in our long-term cooperative factories and has been checked carefully by Lovelytop.com before dispatch.

1. What currency can I use?

You can choose to view prices in different currencies using the drop-down Currency menu at the top of the right-hand pane of every page.

You can view prices in the following currencies:

– GB Pound (GBP)

– Euro (EUR)

– US Dollar (USD)

You can choose your prefer currency to pay the order. If you choose the currency that is not available in your payment method, the actual price charged will be subject to exchange rate applied by the customer’s credit or debit card company at the time of placing the order.

2. What payment methods do you accept?

Currently, we accept six payment methods, there are PayPal,AliPay, AmazonPay, Wire Transfer, Western Union and MoneyGram. Please referent to Payment Methods for detail payment process.

PayPal is an online payment processing company owed by eBay. The advantage of using PayPal, as a customer, is that the merchant never gets to see any of your financial information. If you don’t have a Paypal account, you still can use Paypal to pay via your credit card or debit card etc., These are all automatically performed by PayPal. You don’t need do any extra work. The checkout process is familiar and industrial standard. Please check the Payment Methods for how to complete payment via Paypal if you have or havn’t a Paypal account.

Alipay is a leading third-party payment platform, devoting itself to provide “simple, safe and quick” online payment solutions for customers in China. Trust is the key stone of its service and products. As increasingly wide and deep influence of alibaba.com, Alipay is used worldwide.

Amazon Pay offers a familiar and convenient buying experience that can help your customers spend more time shopping and less time checking out.  Amazon Pay is used by large and small companies.  From years of shopping safely with Amazon, customers trust their personal information will remain secure and know many transactions are covered by the Amazon A-to-z Guarantee.  Businesses have the reassurance of our advanced fraud protection and payment protection policy.

Wire Transfer stands for telegraphic transfer, a form of bank transfer. Wire Transfer payments are a cheap and fast way of transferring money overseas through most banks, normally it will take 2-6 business days to clear.

Western Union is a wire transfer service that allows you to quickly transfer money all over the globe. You can send money from a Western Union branch or Online in several ways: via cash, with a credit or debit card, or from bank account to bank account. Money may be available after a few minutes or a few days, again depending on location and payment method. Please provide your Western Union transfer MTCN number to the receiver. You can get more details via www.westernunion.com for how to send money via Wester Union.

MonyGram is easy to transfer money quickly and reliably all over the globe. Hand the completed form to your MoneyGram agent along with the money you want to send, plus fees.Share a receipt and reference number for the transaction to the receiver. You can get more details viawww.moneygram.com for how to send money via MoneyGram.

3. When will I be charged?

When you reach the Check Out page and Step 5 Payment Method to select “Paypal” or “Wire Transfer” as your payment method. If you pay via Paypal, you will be charged once you finish the payment on Paypal website. If you use “Wire Transfer”, you will receive our bank account information once you click “Confirm Order”, Please do the bank transfer and send us related document, we will confirm whether your payment is cleared within days. If you send the money via Western Union or MoneyGram, you need to pay the local transaction fees for sending the payment.

4. How can I get my parcel? can I get it at home?

Normally we shipped our stuff to global through Express company, such as DHL, China Post Registered Air Mail and others. All of them can provide door to door service. If you choose Standard Shipping, then the package will be delivered via your local post office. The deliver man will arrange the shipping to your shipping address.

5. What should I do if I don’t receive my package? 

Both DHL and China Post Registered Air Mail can provide our customers with tracking numbers that can help you track your parcels until you get it if you input tracking numbers into DHL and China Post tracking trace.

6. How can I do if the items I received with defects or damage?

If there are something damage or with defects, please don’t worry. Just please provide the pictures within SEVEN days after receive the package, we will give you corresponding compensation, like direct refund to your Paypal account or replacement in your next order if you choose other payment methods except Paypal. Please referent to Retrurn & Refund Poloicy.

7. Should I pay other fees when the package arrive?

If the package arrive and produces custom duties and tax, you should pay it.  If you want to lower down the possible custom duties and tax, it is better to leave a message when checkout to provide your expected declare value on the invoice. Please refer to Custom Declaration.

1. What shipping methods are available?

We select DHL express and China Post Registered Air Mail Standard Shipping as our carrier. They are capable of delivering goods to more than 200 countries. If you want to low down your shipping costs, we can deliver your parcels by other cheaper shipping methods without tracking numbers. However, it is not suggested that you choose some shipping methods without tracking numbers because those shipping company will not compensate for you if your parcels are not arrived safely and also Lovelytop.com is incapable of being in charge of those shipping companies.

2. Which address will you ship my order to?

When you check out each time, you are required to fulfill the shipping address. It is the exact address that we will ship your order to. We strongly recommend you use the address of you PayPal account and make these two addresses the same to avoid further troubles.

3. How is shipping calculated?

The shipping cost is calculated based on the weight of your package and the location of your country. We always optimize the postage with our carrier to lower down our customer’s total cost when ordering from the Lovelytop.com. And more shipping methods will be updated to fulfill the delivery in different countries.

4. My order will be shipped on the same day it is placed?

Unfortunately it does not. How long can we dispatch your parcels depends on whether goods you order is out of stock or not. If your order can be fulfilled by our stock at the warehouse, your parcel can be sent within 48 working hours on average. If part of your orders is in short supply, our professional purchasing team will collect products you order as soon as possible and promise delivery all products within two to five working days.

5. How can I avoid paying customs fees?

We know that we need to follow their rules and fill out all customs forms properly by marking the package correctly and including the value of the items. If we don’t fill out the forms this way, we risk having the shipment returned to us or being prohibited from shipping to that country. To find out how not to be charged customs fees, contact your local customs office for more information. Most countries allow up to a certain value of goods into the country without any additional duties and taxes. If you want to lower down the possible custom duties and tax, it is better to leave a message when checkout to provide your expected declare value on the invoice. Please refer to Custom Declaration.

6. My tracking number is not working. What should I do?

In most cases, that means your order was just shipped. Tracking numbers can take up to 24-48 hours to be updated.

7. How long can I get my parcel after complete the payment?

Usually, we will arrange shipping in 2 to 5 working days after the payment is confirmed, except special situation (such as holiday or bad weather ), but we will inform customer when it happens. A “Dispatch Confirmation” will be sent to your registered email account and update in your account at the Lovelytop.com once we ship your order and a tracking number will be available once we get it from our carrier. The parcels are delivered by YTO Express from Changsha to Shenzhen and are transported by DHL Express from HongKong to your destination countries when you choose the express shipping. If you choose standard shipping, you parcels are delivered by China Post Mail from Changsha directly to your destination countries.

The express shipping takes 5-8 working days to most destination countries, while the standard shipping takes 16-35 working days to most countries. The delivery day may be affected by holiday, rural areas, changed policies and custom clearance procedures. Please note that all customized products you consult and buy on Lovelytop.com can only be shipped by DHL express due to some custom causes.

8. What should I do if the package is not received?

You can track the status by visiting the appropriate tracking website we provide in “Dispatch Confirmation”. If there are accidents getting from tracking information (your parcels are lost or damaged), you can consult your local DHL express company or post office, or you can send Email to us and we will try our best to help you solve problems.

1. How do I cancel my order?

To cancel your order, please contact our customer service centre via [email protected] or check the order status or login into your account to view your order status.

1) If your order has not been shipped, you may cancel it for a full refund;

2) If your order has already been shipped, you may return the item in its original condition (unused and unopened) to us within SEVEN days of receipt. In that case we will refund you the payment excluding actual shipping fees already incurred. Please note that the refund will be issued to your Paypal account if you use Paypal payment. If you use wire transfer (T/T), Western Union and MoneyGram, we only credit the refund value with gift voucher code instead of transfer the refund to you unless your agree to be responsible for the handing charges of the transaction.

3) When returning an unwanted product for refund, it is recommended for customers to use a shipping method with tracking number, as Lovelytop.com cannot be responsible for goods lost caused by your carriers.

2. What should I do if the product I receive is defective?

There are two ways for you to contact us if the product you receive is faulty.

The most prefer way is to login into your account on Lovelytop.com, click your “order history ” on the left-hand side of page, view the detail of order and click “return” to open the return application form, submit after filling essential information. Our customer service team will get to handle your issues within one working day.

You also can contact us via email at [email protected]  quoting your order number, your name and address, details of the fault, and whether you require a refund or a replacement. We will then advice on how to proceed with the return.

3. Do I need to pay for the “missing” items when receive my package?

For “missing” products, we will refund the extra postage you paid for the order to your Paypal account or send a gift voucher code as compensation that you can use in your next time order.

4. How to return your item or order?

After receive our final confirmation on how to deal with the return item or order, please return the items to our specified shipping address. It is recommended for customers to use a shipping method with tracking number as Lovelytop.com cannot be responsible for items lost due to its carrier’ faults in goods transits. Please invoice the value of return item or order as low as possible on the return package label.

5. Will I receive confirmation of my return and refund?

We process refund within five working days of receipt of your return providing all relevant order information is included. Please note that the refund will be issued to your Paypal account if you use Paypal payment. If you use wire transfer (T/T), Western Union or MoneyGram, we only credit the refund value with gift voucher code instead of transfer the refund to you unless your agree to be responsible for the handing charges of the transaction.

6. Can I return an unwanted product?

If you are not happy with any item in your order please return it to us within SEVEN days after you receive the products. Providing the item is returned in perfect condition and in its original packaging.

7. Can I refund part of shipping costs if I only want to return and refund products in an order?

Sorry, we only can refund the products you want to return, not including the postage you have paid for. We may give you a discount coupon or a gift voucher code or a replacement if the return and refund products are caused by quality issue for your next order at Lovelytop.com

8. Do I need to pay the shipping cost if I want to return an unwanted product?

Yes. If you are unhappy with the product rather than the product’s faulty issue, you need to pay for the shipping cost for return it. Our service team will advise you how to return an unwanted product without cost you too much. You can pay for the shipping cost in advance or you can ask for offset the shipping cost from the refund after making an agreement with our service team.