Return Policy

Lovecup Returns & Damage Policy

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Policy at a glance

At Lovecup, each piece ships directly from the designer or manufacturer that makes it, so returns work a little differently from a big-box store. Please read this policy before you place your order — placing an order means you agree to it.

Item arrives damaged — note the damage on the delivery receipt, then email us photos. Deadline: 48 hours (freight) or 3 business days (parcel) from delivery. Cost to you: none, if reported on time.
Item has a manufacturing defect — email us photos and a description. Deadline: 30 days from delivery. Cost to you: none.
You changed your mind (in-stock items) — email us for return approval. Deadline: 14 days from delivery. Cost to you: 20% restocking fee plus return shipping.
Made-to-order, custom or final sale items — not returnable.
Cancel an order — email us. Deadline: within 24 hours of ordering. Cost to you: none before it ships; see Cancellations below after that.
Refuse a delivery — treated as a return. Cost to you: 20% restocking fee plus shipping both ways.

Questions? Contact us at hi@lovecup.com before you buy — we're happy to confirm dimensions, finishes, and lead times.

Inspect before you sign

You must inspect every item before you sign for the delivery. Once you sign a delivery receipt without noting damage, the carrier treats the shipment as delivered in good condition, and we may be unable to recover the cost of damage.

Freight and white-glove deliveries (furniture and large items):

Before signing, open and inspect every box, or watch the delivery team unpack it.
If anything is damaged, write a specific description on the delivery receipt — for example, "Sideboard: left door cracked, top scratched." Writing only "subject to inspection" is not enough.
Photograph the damage, the packaging, and the signed receipt before the delivery team leaves.
If an item is badly damaged, you may refuse that item only and note "Refused: damaged" on the receipt. Accept the undamaged items.

Parcel deliveries (UPS, FedEx, USPS):

Keep all boxes and packing materials until you've fully inspected your order.
Photograph any damage to the outside of the box before opening it.
Unpack and inspect within 3 business days of delivery.

We'll send a reminder of these steps by email and text before your delivery.

Damaged or defective items

Report shipping damage within 48 hours of delivery for freight and white-glove orders, or 3 business days for parcel orders. Report manufacturing defects within 30 days of delivery. Damage reported after these deadlines can't be filed with the carrier or the manufacturer, so we can't cover it.

To report damage or a defect, email hi@lovecup.com with:

Your order number
Clear photos of the damage or defect, including a wide shot of the whole item
Photos of the packaging and the shipping label
A photo of the signed delivery receipt showing the damage notation (for freight deliveries)

How we resolve it. Once we verify the claim with the manufacturer, we choose the fastest fix for the item:

Repair — replacement parts or a local technician for minor issues such as scratches or touch-ups.
Replacement — the same item, shipped at no cost to you.
Refund — only if the item can't be repaired or replaced.

Keep the damaged item and all packaging until the claim is resolved. The carrier or manufacturer may need to inspect it or arrange pickup. Do not dispose of, use, or repair the item yourself, since that can void the claim.

What is not a defect. Natural materials vary. Differences in wood grain, stone veining, hide markings, hand-applied finishes, and handmade details are part of each piece's character. Colors may also look slightly different in person than on screen. These are not defects.

Not covered: damage from assembly, installation, moving, misuse or normal wear after delivery, and damage not noted on the delivery receipt for freight shipments.

Returns on in-stock items

In-stock items that are not final sale can be returned within 14 days of delivery, for a 20% restocking fee, with return shipping paid by you. Every return must be approved in advance.

Conditions for a return:

You email us for a Return Authorization (RA) within 14 days of delivery. Items sent back without an RA will be refused and not refunded.
The item is unused, not assembled or installed, and in its original condition.
The item is in its original packaging with all parts, hardware, manuals, and tags. If the original packaging is missing, the item may be refused or charged an extra repackaging fee.
Some manufacturers do not accept returns on certain items. We'll tell you when you request an RA.

Costs you pay on a return:

Restocking fee — 20% of the item price
Return shipping — the actual cost we're charged; freight items typically cost $250–$800+ to return
Original shipping and white-glove delivery — not refunded; if your order shipped free, the actual shipping cost we paid is deducted from your refund

We'll quote the return shipping cost before you send the item back, so you can decide.

How to ship it back. We'll send you the return address and, for freight items, schedule a carrier pickup. Returns must ship within 7 days of receiving your RA. Pack the item securely: returns that arrive damaged from poor packing will have the repair cost deducted from your refund or may be refused.

Exchanges. We don't process direct exchanges. Return the original item under this policy and place a new order.

Final sale items

The items below are final sale. They can't be returned, exchanged or cancelled once production or processing begins. They're still covered for shipping damage and manufacturing defects under Damaged or defective items.

Made-to-order and custom items: anything built after you order, including upholstery in your chosen fabric or leather, custom sizes, and custom finishes. These pieces are made specifically for you and can't be resold.
Customer's Own Material (COM) orders
Lighting that has been installed or wired, and any item that has been assembled, mounted, or altered
Rugs cut or sized to order
Clearance, floor model, open-box, and sale items marked "Final Sale"
Special orders: items not normally stocked that we order on your behalf

Product pages for these items are marked Final Sale. At checkout, you'll be asked to confirm that you understand the order is final sale.

Before you order a custom piece, we strongly recommend requesting fabric or finish swatches and checking dimensions, doorways, stairways, and elevators. Contact us, and we'll help.

Cancellations, refused and failed deliveries

You can cancel for a full refund within 24 hours of ordering, as long as the order hasn't shipped or gone into production.

Within 24 hours, not yet shipped or in production — full refund
After 24 hours, in-stock item not yet shipped — refund minus any cancellation fee the manufacturer charges us (up to 10%)
Made-to-order item after production has started — can't be cancelled
Order has already shipped — can't be cancelled; follow Returns on in-stock items after delivery

Refused deliveries. If you refuse an undamaged delivery, it's treated as a return. We'll deduct the 20% restocking fee and the shipping cost both ways from your refund. Final sale items that are refused are not refunded.

Missed or failed deliveries. For freight and white-glove orders, the carrier will contact you to schedule delivery. Please be available for your delivery window and make sure the item fits through doorways, stairs, and elevators. If the delivery fails because no one was home, the address was wrong, or the item doesn't fit, any redelivery, storage, or return fees are your responsibility.

Lead times. Lead times shown on product pages are estimates from the manufacturer. Delays in manufacturing or shipping are not grounds to cancel a made-to-order item. If an in-stock item is delayed more than 30 days past its estimate, you may cancel for a full refund.

Refunds

Refunds are issued to your original payment method within 10 business days after the manufacturer receives and inspects the returned item. Your bank may take another 5–10 business days to post it.

What's deducted from a refund:

20% restocking fee (change-of-mind returns and refused deliveries)
Return shipping and, for refused deliveries, the original shipping
Original shipping and white-glove delivery charges, including the actual shipping cost on orders that shipped free
Repair costs for items returned used, damaged, or incomplete

Orders paid with financing (such as Affirm or Shop Pay Installments) are refunded to the financing provider, which adjusts your loan.

Payment disputes. Please contact us first at hi@lovecup.com if there's a problem with your order. We respond within 1 business day and can usually resolve issues faster than a bank dispute. If you file a chargeback for an order covered by this policy, we'll share this policy, your order confirmation, and delivery records with your bank.

Lovecup may update this policy at any time. The version posted when you placed your order applies to that order.

Last updated: October 6, 2026