LOVE ARMY is an independent Philippine-based brand. Because our products are shipped internationally and many of our collections are limited, collaborative, licensed, or produced in small quantities, we do not operate a general change-of-mind or international return program.
Please review product descriptions, measurements, size charts, materials, and other information carefully before completing your purchase.
By placing an order, you acknowledge and agree to the following policy.
1. CHANGE OF MIND
LOVE ARMY does not generally accept returns or exchanges for:
- Change of mind;
- No longer wanting the product;
- Incorrect size selection;
- Incorrect color or style selection;
- Personal preference;
- Differences in fit or appearance that are within reasonable manufacturing tolerances;
- Failure to review the product description or size chart before ordering; or
- Similar reasons unrelated to a product defect or LOVE ARMY error.
For international customers in particular, we strongly recommend confirming sizing and product details before placing an order.
2. SIZE & FIT
Customers are responsible for selecting the appropriate size.
Please refer to the measurements and sizing information provided on the relevant product page before purchasing.
Garment measurements may vary slightly due to manufacturing tolerances, fabric characteristics, construction, washing, and other production factors.
A product that does not fit according to a customer’s personal preference is generally not considered defective and is not ordinarily eligible for return or exchange.
If you are uncertain about sizing, please contact LOVE ARMY before placing your order.
3. DEFECTIVE OR INCORRECT ITEMS
If you receive:
- A materially defective product;
- A product that was materially damaged before or during delivery;
- An incorrect product; or
- A product that materially does not conform to the order,
please contact LOVE ARMY within 7 calendar days of confirmed delivery.
Claims should include:
- Order number;
- Customer name;
- Description of the issue;
- Clear photographs of the product;
- Photographs of the packaging where relevant; and
- Any other information reasonably requested by LOVE ARMY to evaluate the claim.
Customers should not return an item without first receiving instructions from LOVE ARMY.
4. REVIEW OF CLAIMS
All return, replacement, exchange, and refund requests are subject to review.
LOVE ARMY may request photographs, videos, measurements, packaging information, courier records, or other reasonable evidence before approving a claim.
We may decline claims where the issue is determined to result from:
- Normal wear and tear;
- Improper washing, cleaning, storage, or handling;
- Accidental damage;
- Alteration or modification of the product;
- Damage occurring after successful delivery;
- Incorrect sizing selected by the customer;
- Failure to follow care instructions;
- Ordinary variations inherent to the materials or manufacturing process; or
- Other circumstances not attributable to LOVE ARMY.
5. RETURN AUTHORIZATION
Do not send products back to LOVE ARMY without prior written authorization.
Where a return is approved, LOVE ARMY will provide the customer with instructions regarding the return method and destination.
Unauthorized returns may be refused, delayed, or returned to the sender at the sender’s expense.
6. INTERNATIONAL RETURNS
LOVE ARMY is based in the Philippines and does not maintain return facilities in every country where we sell.
As a result, international returns may require shipment back to the Philippines or another location designated by LOVE ARMY.
Where a return is determined to be necessary to resolve a verified defect, incorrect shipment, or other qualifying issue, LOVE ARMY will provide reasonable instructions regarding the return process and applicable costs, subject to applicable law.
For ordinary change-of-mind, sizing, preference, or other non-defect situations, LOVE ARMY does not generally provide international return shipping arrangements.
7. CUSTOMS, DUTIES & RETURN SHIPMENTS
International returns may be subject to customs requirements, duties, taxes, brokerage charges, and other fees.
Customers must follow the return instructions provided by LOVE ARMY and accurately complete any required shipping or customs documentation.
LOVE ARMY is not responsible for additional charges arising from a customer’s failure to follow return instructions.
8. REPLACEMENT
Where a qualifying claim is confirmed, LOVE ARMY may offer a replacement where reasonably available.
Replacement availability is subject to inventory, production availability, collection status, and other circumstances.
For limited-edition, event-exclusive, collaborative, licensed, discontinued, or sold-out products, an identical replacement may not be available.
Where an identical replacement cannot reasonably be provided, LOVE ARMY may offer another appropriate remedy, subject to applicable law.
9. REFUNDS
Where a refund is approved, LOVE ARMY will generally process the refund through the original payment method where reasonably practicable.
The time required for the refund to appear in the customer’s account depends on the customer’s payment provider, bank, card issuer, or other financial institution.
LOVE ARMY does not control third-party processing times.
Where permitted by applicable law, LOVE ARMY may deduct amounts that are properly attributable to non-refundable services or costs incurred as a result of the customer’s actions.
10. REFUSAL OF DELIVERY
If a customer refuses delivery, fails to claim a package, refuses to pay applicable customs duties or taxes, or otherwise causes an order to be returned to sender, this does not automatically constitute a cancellation or qualify the customer for a full refund.
LOVE ARMY may deduct reasonable and documented costs incurred in connection with the original shipment, return shipment, customs processing, storage, handling, or other related charges, to the extent permitted by applicable law.
11. LOST PACKAGES
If tracking indicates that a package has been delivered to the address provided by the customer, LOVE ARMY may require the customer to first investigate the matter with the applicable courier, building management, household members, or other relevant parties.
Where appropriate, LOVE ARMY may assist with a carrier investigation.
LOVE ARMY will determine the appropriate resolution based on the circumstances, available evidence, and applicable law.
12. DELIVERY DELAYS
Shipping estimates are estimates only.
Delays caused by customs, couriers, weather, natural disasters, government action, transportation disruptions, production delays, or other circumstances beyond LOVE ARMY’s reasonable control do not automatically entitle the customer to cancel or return an order.
For preorder and backorder products, the estimated fulfillment timeline stated on the product page should be treated as an estimate rather than a guaranteed delivery date.
13. SALE, LIMITED, COLLABORATIVE & LICENSED PRODUCTS
Certain products may be designated as:
- Final sale;
- Limited edition;
- Event-exclusive;
- Collaboration merchandise;
- Licensed merchandise;
- Preorder;
- Backorder;
- Made-to-order; or
- Clearance merchandise.
Such products may have additional product-specific terms regarding cancellation, return, exchange, or refund.
Any such terms will be displayed on the applicable product page or communicated to the customer before purchase.
Nothing in this section limits rights or remedies that cannot legally be excluded.
14. NO AUTOMATIC INTERNATIONAL RETURN ENTITLEMENT
LOVE ARMY’s acceptance of international orders does not mean that LOVE ARMY operates a local return facility or free-return program in the customer’s country.
Customers should consider the applicable international shipping costs, customs requirements, duties, taxes, and potential return logistics before placing an order.
By placing an international order, the customer acknowledges that international return logistics may be significantly more complicated and costly than domestic returns.
15. CONTACT
To request assistance with a defective, damaged, incorrect, or otherwise qualifying order, contact:
Please include your order number and supporting photographs or documentation.
LOVE ARMY will review each request in good faith and in accordance with applicable law.
16. APPLICABLE CONSUMER RIGHTS
Nothing in this policy is intended to remove, restrict, or waive any consumer right or remedy that cannot lawfully be excluded under applicable law.
Where applicable law provides a consumer with a mandatory remedy, LOVE ARMY will comply with that requirement.