FAQs


Frequently Asked Questions


ORDER INFORMATION


WHAT IS YOUR ORDER PROCESS?

Our order process is very simple – once you make your purchase through the checkout, you will receive a payment confirmation email. Once received, please allow us 1-2 business days to process and package your order before shipping. As soon as we dispatch your order, we will send you a second shipping confirmation email including tracking details to let you know it’s on its way.

WAS MY ORDER SUCCESFUL?

If money has been captured from your account the order has reached us and will be processed. Your order confirmation is sent to the e-mail address that you provided when placing your order. If you have not received a confirmation, please contact our customer service team at info@LoveMyOWL.com

MY ORDER WON’T GO THROUGH. WHAT SHOULD I DO?

If you’re still receiving an error message after reviewing your payment information, billing and shipping address, make sure you’re using the latest version of your web browser. Please only click the “Place Order” button once to avoid multiple authorizations. If you continue to receive error messages, please contact Customer Support at info@LoveMyOWL.com

WHERE IS MY ORDER CONFIRMATION?

As soon as your order ships, you will receive an email confirmation to the email address you entered on your order.  If for some reason, you did not receive an email, please check your spam folder and add info@LoveMyOWL.com to your safe sender list. Once your order leaves our warehouse, you will receive another notification along with tracking information.

I NEED TO CHANGE SOMETHING ON MY ORDER. HOW CAN I DO THAT?

We process orders very quickly so that we can get your order to you as fast as possible. If you need to change or cancel your order, please contact us immediately. However, once our warehouse has processed your order, we will be unable to make any changes.

WHY WAS MY ORDER CANCELED?

If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent. If you are certain that that is not true, please contact us at info@LoveMyOWL.com and our customer service team will ensure we process your order.

WHAT IS YOUR RETURN/EXCHANGE POLICY?

As a customer, you have the right to return and receive a full refund or store credit on any un-opened items within 14 days of receiving your order. For more information see our Returns Page. Please make sure that you understand our Return Policy and ensure that all criteria are met before physically sending any items back to us.

MY ORDER HASN’T ARRIVED ON TIME, WHAT DO I DO?

If your order has not arrived in the specified delivery time, you can track your order here to see where it is located. Sometimes orders are delayed due to customs hold ups. Please also reach out to our customer service team at info@LoveMyOWL.com and we will provide you with an update.

I RECEIVED A LOVE MY OWL GIFT CARD. HOW DO I USE IT?

- Under the Payment section during checkout, click the “Have a gift card? Click here to enter it” button.

- Enter your gift card number.

- Click “Apply”.

- The gift card amount will be deducted from your order total.

 PAYMENT & SECURITY


IS IT SAFE TO SHOP ON YOUR SITE?

Yes. We understand that the safety of your personal information is extremely important to you. We use SSL Technology, Trustwave, and Industry Standard Firewalls to ensure your privacy and to assist in protecting your personal data.

To protect your personal data and credit card information from unauthorized access LoveMyOWL.com  uses Secure Sockets Layer (SSL) technology to provide you with the safest, most secure shopping experience possible. SSL technology enables encryption (scrambling) of sensitive information, including passwords and credit card numbers, during your online transactions.

All of the forms on our site are secured with SSL technology so your personal information stays safe and out of malicious hands. LoveMyOWL.com servers are ALSO protected by secure firewalls—communication management computers specially designed to keep information secure and inaccessible by other Internet users. So you're absolutely safe while you shop.


WHAT FORMS OF PAYMENT DO YOU ACCEPT?

We gladly accept paypal & most major credit cards such as Visa, MasterCard, American Express, and Discover.

WAS I CHARGED TWICE?

You will only be charged once. If you just placed your order and you received an error at first, the second charge you are seeing is an authorization. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear (depending on your bank, usually within 48 – 72 hours.) If you need help speeding up the process, you can contact the issuing bank of your credit card. Please only click the “Place Order” button once to avoid multiple authorizations.

WHAT IS YOUR PRIVACY POLICY?

We don’t share your personal information with anyone. Our Privacy Policy details how your personal information is collected and how your personal information may be used. Read it here.
 
SHIPPING & DELIVERY


WHEN WILL MY ORDER SHIP?

Orders ship within 1-2 business days of purchase. We ship around the world, straight to your doorstep via Free Standard OR Express Shipping ($20.00). We ship with tracking for peace of mind and our shipments go out every day of the week except Sundays and public holidays. See our Shipping Page for more information.

HOW CAN I TRACK MY ORDER?

Once your order has been shipped you will receive a tracking number that you can use oto get the latest updates on your shipment. We will also automatically notify you via email of any important tracking information.

WILL I HAVE TO PAY INTERNATIONAL TAXES & DUTIES?

Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is about 5-20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages. LoveMyOWL.com cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.


I TRACKED MY ORDER AND ITS IN CUSTOMS, WHAT DO I DO?

Some countries are known for being very slow with customs and you’re probably already aware of this issue if you live in one of these places. We're sorry that we can't put a magic stamp on our packages to help them get through faster but they will be with you as soon as possible.


WHAT IS YOUR MONEY BACK GUARANTEE?

We’re so confident you’ll love your LoveMyOWL.com timepiece & bracelet that we offer a 14 Day Money Back Guarantee on all orders. See our Returns Page for more details or contact our customer service team at info@LoveMyOWL.com

Sincerely 

LOVE MY OWL Team