Shipping & Returns
Shipping Policy
Order Processing Time
We strive to process and ship all orders within 1-3 business days (excluding weekends and holidays) from the date of purchase. During peak seasons or promotional periods, processing times may be slightly extended, but we'll always do our best to get your order on its way as quickly as possible.
Shipping Options
We offer various shipping options to cater to your needs:
Standard Shipping: Estimated delivery within 1-10 business days.
Expedited Shipping: Estimated delivery within 1-5 business days.
Please note that delivery times may vary depending on the shipping address and courier service selected.
Order Tracking
Once your order is shipped, you will receive a confirmation email containing the tracking information. This allows you to monitor your package's status and estimated delivery date.
International Shipping: We currently offer shipping within Canada. We apologize for any inconvenience, but international shipping is not available at this time. We're working to expand our shipping options in the future to serve customers from around the world.
Order Modifications
If you need to modify your order (e.g., change shipping address, add/remove items) after it has been placed, please contact our customer support at boudoir@lovemesova.com as soon as possible. We'll do our best to accommodate your request, but once the order is shipped, changes may not be possible.
Lost or Damaged Packages
In the unlikely event that your package is lost or arrives damaged, please contact our customer support immediately. We will work with the shipping carrier to resolve the issue and ensure you receive your order in a timely manner.
Return & Refund Policy
Eligibility for Returns
We want you to love your lingerie from SOVA. If for any reason you are not completely satisfied with your purchase, you may return unworn, unwashed, and unaltered items within 14 days from the date of delivery.
Exclusions
For hygiene reasons, we cannot accept returns on any bottoms (panties, thongs, etc.) and bodysuits.
Return Process
To initiate a return, please follow these steps:
a. Contact our customer support at boudoir@lovemesova.com within 14 days of receiving your order to request a return authorization.
b. Pack the items securely in their original packaging or a suitable alternative.
c. Include a copy of the packing slip or order confirmation in the package.
d. Ship the return to the address provided by our customer support.
Return Shipping Costs
Customers are responsible for the return shipping costs, except in cases of defective or incorrect items received.
Refunds and Processing Time
Once we receive the returned items and verify their condition, we will process the refund to your original payment method. Please allow up to 7 business days for the refund to appear in your account.
Exchanges
At this time, we do not offer direct exchanges. If you wish to exchange an item, please follow the return process and place a new order for the desired item.
Incorrect Items
If you receive a defective or incorrect item, please contact our customer support immediately. We will arrange for the return shipping and either issue a refund or send a replacement, as per your preference.
Please note that SOVA Apparel reserves the right to update or modify the Shipping and Return Policy at any time. Any significant changes will be communicated through our website or email. If you have any questions or concerns regarding our policies, feel free to contact our customer support for assistance. We appreciate your understanding and thank you for shopping with us!