Lovelei Reviews 147

12 weeks on, no product, no refund, not answering to emails!

Super happy!
I love Lovelei’s products, they’re great quality and really comfy! Would 100% recommend.

This company does not comply with trading standards, do not trust them. I ordered bridesmaid robes from them in plenty of time knowing that it can take up to 28 days for their deliveries to be shipped. I recieved faulty robes from them over a month and a half later, just before Christmas. The robes were sent in the wrong colour and sizes. The comapny is not contactable over Christmas so I could not request a return until January.
My first email informing them that the robes were faulty was ignored for a week so I sent another email and messaged privately on social media. I then recieved a reply suggesting that they will send out replacement robes in the correct colour. Due to time constraints I said it would be too late to wait for replacement robes, I would like a refund. This email was not responded to, neither were any of my follow up emails. The "replacement robes" never arrived and I am still awaiting response to one of my many emails 3 months later. Citizens advice have informed me to send a recorded letter requesting they follow trading standards before I could take action against them. This is not possible, however, as they have no postal address documented online, they are basically untraceable. Their actions are criminal, they are commiting theft and should not be trading. I have since ordered replacement robes from another company which came immediately and are far better quality. I work in customer service and don't like to complain but I am £85 out of pocket and Lovelei's service has been outrageous.

Absolutely love the robe I received! Such lovely people with a brilliant service. Would definitely recommend buying from them 💕

Absolutely love my pyjamas! Can’t fault at all. The sizing is perfect, quality is amazing and they are SO nice! Thanks so much I’ll definitely be ordering again in the future ❤️ Xx

Beautiful pyjamas, absolutely love them and have been wearing them all the time since received! Love the personalisation too.

Great friendly customer service who are very helpful x

Beautiful robes in lovely colours which we all loved wearing on the wedding morning!

I ordered a set of personalised pyjamas as a gift for a friend and am really disappointed with the quality. I suppose it's my own fault as there weren't enough images of the product. Initially there were only really blurry images on the website, I emailed asking for more information and they put up a couple more but were still hard to see what the product would be like. The pyjamas are really thin and cheap feeling, smell quite unpleasant, and the personalisation is like a plastic transfer that is already peeling at the edges. For this type of quality would recommend buying cheaper from somewhere like ebay and personalising yourself. Would not recommend buying pyjamas from here.

Such a lovely company. The quality is amazing. Really like my personalised rope. The gym set I received is super comfortable as well.

Lovely quality pjs with a beaut personalisation and are so comfy!
Overall a great company.

This company does not follow legal UK trading standards. Please read on and be very wary when ordering. It took threats of legal action before they then backtracked and refunded me.

I ordered 2 robes (not personalized), 20 days before my wedding, with standard delivery at £5.50. There was nothing on the product page or the order page I could find that clearly noted the delivery timeframe. So, in good faith, as delivery cost was £5.50, I believed 20 days would be more than enough time for delivery.
When the robes had not arrived 10 days later I was told by customer services that I should have read the T&Cs which state products are not dispatched for 28 days.
With such a long dispatch time, any company offering a fair and decent customer experience should make the long delivery time clear on both the product page and delivery page to avoid disappointment.
But fine, I took on board and accepted that I had not read the small print when ordering, and as my robes would not arrive in time, I politely asked to cancel my order.

This is when it became clear that this company is not operating under UK trading standards. I was told that there was no option for me here as they DO NOT ACCEPT order cancellations OR refunds.
My order was not personalised, and had still not been dispatched, so this made no sense to me.

UK consumer rights dictate that online consumers are entitled to a refund within 14 days of ordering. I shared the government UK consumer rights page with Lovelei - and they suddenly stopped responding to my emails.

When I continued to chase this weeks later and threaten legal action as their actions were not in line with UK consumer rights, I received no apology or response, but suddenly my refund did appear on PayPal.

I’m sure the robes are lovely once they finally arrive, which dictates the positive reviews they receive. But if you are considering ordering PLEASE BE AWARE:
- LONG DELIVERY TIMEFRAMES WITHOUT CLEAR NOTICE.
- REFUSAL OF YOUR RIGHT TO A REFUND, UNLESS YOU THREATEN LEGAL ACTION.

They do offer exchanges and store credit. But as the delivery timeframe was so long and it missed my wedding, I had no use for this.
Again, as a UK consumer you have every right to a full refund, so please make this clear to Lovelei if you land in the same position as I did. This was not the stress I needed in the week of my wedding!

Also note I found very similar robes on Amazon Next Day to replace them (much better than 28 days!).

The pattern of my robe is stunning and the personalisation gives it a nice touch. The quality of the fabric is good too!

I absolutely love my personalised jumper. The quality and fit is amazing! Thank you so much🌸

I highly recommend Lovelei 💓

Second item I have received from love lei and I’m so impressed, the satin robe is gorgeous and having a personalised touch just really makes it special! Thanks so much! Highly recommend.

Just to say Thank you SO much for my order! The personalised pyjamas were perfect for the morning of my wedding. Mother of the Bride and Bridesmaids are loved them, really added to the excitement of all getting ready together on the big day.

Thank you for the speedy turnaround.

They made sure I had a timely delivery on my bridesmaids gifts in time for my wedding after I missed the delivery timelines when ordering. My order was straight onto a next day delivery after I contacted them and arrived just in time! Thanks so much

Lovelei went over and beyond to get a delivery ordered on time for my daughter’s hen. They delivered to a different address and on time 😊
Their customer service is exceptional and we would definitely recommend and order from them again in the culture.
The gown and personalisation is great quality - she absolutely loved it!
Thank you so much

I recently got the new cotton candy pjs in sweet pink personalized with my date of birth on them for my birthday & my name! I absolutely love the pjs the most comfortable pjs I have, made me feel like a princess getting ready in them for my birthday celebrations 😍 my second time with an order from LoveLei they never disappointed! I 1000% recommend this brand to anyone if you want the best 👸🏼

The quality of the pyjamas are unreal and are sooo comfy to sleep in!! Will definitely be purchasing again as they are also very stylish x

Such good quality for such a good price the service was 10/10 I will definitely be getting more! @oliviabetty