FAQ

Can I change my order after it has been submitted?

Unfortunately not – once your order has been placed, it can no longer be amended.


 

How much does shipping cost?

We offer free delivery on orders over €25. For orders under this amount, delivery will incur a charge of €3.50.


 

Do you ship outside of Germany?

For the time being, delivery is only available within Germany.


 

How can I obtain free delivery?

We offer free delivery on orders over €25. Happy browsing!


 

When will I receive my order?

Delivery within Germany generally takes 1–3 working days.


 

Do I have to spend a minimum amount to qualify for delivery?

No, and we even offer free delivery on orders over €25.


 

How can I track my order?

We ship via DHL. All orders receive a tracking link, with which you can check their status online. Should you have any questions, please feel free to contact our customer service team.


 

How do I return a product?

We hope that you will be fully satisfied with your products. If you should, however, wish to return them, please use the returns label that you can create and print via your account.

Login to your account and select under “Order History" the order, which you want to return. Click then on “order return”, select the products you wish to return and fill out the reason for your return. Then simply print out your returns label.

In case of troubles regarding requesting the returns label or if you do not have a customer account, please contact our customer service team (service@cosnova.eu) and they will be happy to provide you a returns label via email. However, the returns label is not needed to exercise the right of withdrawal and the bearing of return costs. Products can be returned within the statutory withdrawal period of 14 days.


 

How much time do I have to return a product?

You can return a product within the statutory withdrawal period of 14 days.


 

When will I receive my refund?

The refund process can take up to 14 days. Please note that we cannot inform you once your returned product has reached our warehouse for technical reasons. If you have still not received your refund after 14 days, please do not hesitate to contact our customer service team.


 

What payment options are available?

In the L.O.V online store you can pay via bank transfer, PayPal, or credit card. Unfortunately, we cannot offer you to purchase on account for technical reasons.


 

Where can I buy L.O.V products other than in the online store?

A full list of our trade partners can be found in the STOREFINDER section of our website.


 

How can I change my account details?

You can change your account details in the MY ACCOUNT section at any time. To do so, please log in via the top right corner of our website.


 

Does L.O.V offer vegan products?

L.O.V is not a purely vegan brand. However, we very much respect our customers’ needs and wishes. You can therefore scan the ingredients list on the respective product page to find out whether a product is vegan or not.


 

Does L.O.V undertake animal testing?

No, L.O.V products are not tested on animals.


 

How can I unsubscribe from the newsletter?

At the bottom of the newsletter you will find a link that can be followed should you wish to unsubscribe. Alternatively, please feel free to contact us via email (service@cosnova.eu).


 

How do I contact the customer service team?

Our customer service team is available from 9am to 5pm Monday to Friday and can be contacted via email (service@cosnova.eu) or telephone (00800 267 668 20). Please note that our customer service is not available outside of these hours or at the weekend as we do not work with a call center, but with L.O.V beauty experts.