1. How does the order process work?
A confirmation email will be sent to you once you placed your order on www.lovencore.com. ENCORE will fulfil the order in accordance with details in the confirmation email.
2. Can I cancel an order?
We fulfil your order the soonest and usually within the same day. If you have a change of mind and would like to cancel your order, do get in touch with our friendly customer service for assistance.
3. How do you pack my order?
All products are packed in paper boxes, with a variety of elegant and lovely designs! If you have any special packing instructions, for example to include a personalized love note, kindly key in your request when placing your order.
4. How do I request for a return or exchange?
We’re sorry that you didn’t love your ENCORE products. Kindly speak to us as we’d love to hear your feedback and come up with the best solution to assist you. It’s also good to know that all items purchased online can be returned within 14 days from the date of purchase. Kindly make sure all returning items are in original packaging and good condition. Discounted items are not eligible for return unless otherwise stated.
5. What should I do if I receive the wrong product?
Firstly, we are very sorry for the inconvenience caused! We have a very small team and sometimes we work around the clock to provide you with the best service. If we’ve made a mistake unintentionally, kindly forgive us and let us make it up to you. Our customer service is always here to assist you.
6. What should I do if I receive a damaged product?
We are very sorry for the inconvenience caused! We minimize the risk of parcel being mishandled during delivery by using plastic bubble wraps and carton box packaging. However, we are unable to control the shipping & logistics process but fret not! You can contact us and we will attend to the matter immediately.
On rare occasions where we are unable to fulfil your order, we will notify you for a refund promptly. If your refund is due to a processed order cancellation, kindly bear with us for the necessary arrangement involved to a successful refund.
Please take note that all transactions are in MALAYSIAN RINGGIT only. ECORE is not responsible for any currency fluctuations that may occur during refund transaction via credit/debit card.
8. How long would it take for my refund to be processed?
Kindly be informed that the refund process will take 3 – 14 working days (for local transactions) or up to 30 working days (for international transactions) depending on the mode of payment.