Enquiry / Customer Service
For enquiry on order related matters, please contact us here. We will respond to all enquiries within 3 working day.
Pricing & Promotions
All our prices for products and shipping are listed in Singapore dollars.
From time to time, we offer promo codes for discount during check out. Promo code has to be applied during check out at payment page before payment is completed, for discount to be reflected. We apologize that we are unable to apply any promo code from our end once you have completed your payment if you have chosen card payment. We can only assist if your payment option is bank transfer. This is because we are charged an approximate 4.5% payment fee for all card payments and this is a non-refundable charge regardless if we refund your order or not. We seek your kind understanding in this as we are a small retailer and are unable to absorb these costs on our own.
Any sales of products under our Buy 1 Free 1 / Clearance Price, and/or storewide discount from promo codes are final. We run such clearance sales to clear our stock quickly at very good bargain, thus we seek your kind understanding that there is no resource for us to handle returns/exchanges unless due to products' defects (please see below for a clear understanding of what is considered defects).
Products / Services
We have made every effort to display as accurately as possible the colours and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any colour will be accurate.
Customers are responsible to ensure that orders placed are according to colour, size and quantity they require before checking out.
We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at any time without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time.
We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations; especially (but not limited to) if certain issues are pertaining to common ceramics occurrence like:
- tiny stone bits and/or pinholes in ceramics
- uneven glazing due to handmade process
- uneven hand-painted areas which are subjected to human error
- minor uneven edges of the bottom of the dishes which is not glazed (due to being placed on surface top for kiln-firing process during manufacturing)
In general, these issues may occur in 20-30% of most ceramics & manufacturers do not consider them as defects, usually due to the price range being sold. And as long as manufacturers do not deem such issues as defects, our stand would be the same. However, we do offer one time exchange only at our Showroom within 7 days of delivery, if you're not comfortable with any of the above-mentioned. Please drop us a Whatsapp at 90933114 for an appointment to exchange. (No refund or exchange of different product is allowed.)
The only manufacturer/brand that has stricter quality control is Twig New York and that is reasonably justified with their pricing as well.
We deem the following as outright defects & will not sell such at full price, and if you find these in your order, we will offer exchange or refund:
- chip/crack on glazed areas of the products
- obvious misprints / smudging of prints or colors on products
- hairline crack throughout product that is not an ice-glaze effect as part of the design (if it is we will stated in the title/description)
- warped shape of products that is not purposefully-intended to be
- broken/damage of products during shipping
We accept major credit card for payment.
All orders are eligible for self collection at our Showroom at 1015 Geylang East Avenue 3, please note that prior appointment is required and appointment can be made via here.
Self collection can be done 1 day after order confirmation and orders above $120 will be entitled to 1 freebie (worth min. $10) when self collection is opted instead of free delivery.
Lovera Collections is dedicated to providing our customers with the very best service. All items are carefully inspected before shipping out to our customers. In the event that damage occurs in transit, please notify us immediately by Whatsapp at 90933114 .
All damage claims must be made to Lovera Collections within 72 hours upon receipt of goods. If 72 hours have gone since your receipt of goods, we are sorry but we cannot offer you a refund or exchange anymore. To make a damage claim, you need to provide Lovera Collections:
- Photo(s) of the damage.
- Brief description of the quality issue you noticed.
- Order No.
- Your name and contact details.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your claim is approved, then your refund will be processed, and a credit code will be emailed to you within 7 working days upon approval of claim.
Sale / Clearance Items (if applicable)
Only regular priced items may be refunded, unfortunately sale or clearance items cannot be refunded or exchanged.
Any promotion and/or sale terms are as per stated however in the event of any discrepancies or technical error that any sale or promotion has been miscalculated, we will notify you for top up of shortchanged amount.
We seek your kind understanding that every individual will not abuse any technical glitch to earn more than their entitlement from small family businesses like ours.
Exchanges (if applicable)
We offer a one time exchange if you're not satisfied with the quality, subject to availability. All exchanges has to be sent back to our Showroom, the product(s) will be subjected to a physical check that they are still in sellable condition (no damage, packagaing & price tags intact) before an exchange can be honored.
To return your product, you should send or bring your product to: Block 1015 Geylang East Avenue 3 #01-137 Singapore 389730.
You will be responsible for payment of your own shipping expenses for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping our products back for an exchange, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
If you have any questions on how to return your item to us, contact us.