Refund policy

Personalised items

Personalised products are made to your specifications (names, dates, photos, colours, designs). Under Article 16(c) of Directive 2011/83/EU, the 14-day right of withdrawal does not apply to them, so they can't be returned for a change of mind.

This never affects your legal rights. If an item arrives damaged, defective or not as ordered, we will remake it free of charge or refund you in full, including shipping. The legal guarantee of conformity applies to all products.

Non-personalised items: 14-day right of withdrawal

You can withdraw from the purchase of a non-personalised item within 14 days of delivery without giving a reason. To do so, email us at info@lulevi.com with your order number, or use the model withdrawal form below. Send the item back within 14 days after telling us, unused and in its original packaging. We'll email you the return address. You pay for return shipping unless the item is faulty.

We refund the price and the standard shipping cost within 14 days of receiving your withdrawal notice. We may wait until the item is back with us or you show proof that you've sent it. Refunds go to your original payment method.

Damaged, faulty or wrong items

Please check your order when it arrives. Email us at info@lulevi.com with your order number and clear photos, ideally within 14 days of delivery so we can act fast, and we'll remake the item or refund you.

Check your personalisation

Personalisation is produced exactly as you submit it. Please double-check spelling, names, dates and photos before ordering. Spotted a mistake? Email us right away: if production hasn't started, we'll fix it.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

  • To FZ Trade OÜ (Lulevi), Anne tänav 86-56, 50705 Tartu, Estonia, info@lulevi.com:
  • I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),
  • Ordered on (*)/received on (*),
  • Name of consumer(s),
  • Address of consumer(s),
  • Signature of consumer(s) (only if this form is notified on paper),
  • Date

(*) Delete as appropriate.