FAQ: Lovekins' Strategic Direction in AU/NZ
General Questions
Q: What is the reason behind Lovekins suspending sales in Australia and New Zealand?
A: Lovekins is temporarily suspending the website sales of our products in Australia and New Zealand due to persistent difficulties within our supply chain. As a brand, we are firmly committed to delivering exceptional products and being a dependable choice for our customers. While we don't have a specific timeline in place, we aspire to work through these challenges before resuming our presence in the market. Your understanding and support during this time are greatly appreciated.
Q: How long will the suspension of sales in AU/NZ last?
A: The final order date is 11 September 2023. While we're actively resolving supply chain challenges, we're unable to provide a definite timeline for the suspension's duration.
Q: Can I still place orders on the Lovekins website for delivery to Australia and New Zealand after the last order date?
A: You may continue placing orders until 11 September 2023. However, it's important to note that after this date, you will not be able to initiate new orders through the Lovekins website. We understand that this situation might be disappointing, and we sincerely apologise for any inconvenience it may bring.
Q: Will my previous orders be affected by this change?
A: No, your prior orders that have been placed and paid for are generally not expected to be impacted by this change. We are fully dedicated to fulfilling all these orders as originally scheduled to the best of our capabilities. However, given the ongoing challenges in our supply chain, there is a possibility of occasional cancellations and refunds due to potential difficulties in obtaining adequate stocks. If such adjustments are needed, our team will promptly notify you. Your understanding and patience during this situation are greatly appreciated.
Q: How will I be notified when Lovekins products are available again in Australia and New Zealand?
A: Once we are ready to resume sales in Australia and New Zealand, we will send out notifications via email to keep you informed. Additionally, you can stay updated by visiting our website and following our social media channels.
Q: How can I purchase from other regions?
A: During the temporary suspension of sales in Australia and New Zealand, please note that you will not be able to place orders for Lovekins products from those regions through our website at lovekins.com. However, you may have the option to explore purchasing from third-party sellers.
Q: Are there any alternative retailers or distributors in AU/NZ where I can purchase Lovekins products during the suspension period?
A: At this time, we are unable to provide alternative retailers or distributors selling Lovekins products in Australia and New Zealand during the suspension period.
Q: Can I still reach out to customer support for assistance during this transition?
A: Certainly, our dedicated customer support team will be available to assist you until 29 September 2023. However, due to the expected high volume of inquiries during this period, we kindly encourage you to first consult our comprehensive FAQs. If your query is not addressed there, please don't hesitate to get in touch with our customer support team through the usual channels. This approach will help ensure faster responses to urgent matters.
Q: What are the shipping and delivery timelines for orders placed during the closing period in AU/NZ?
A: During the closing period leading up to 11 September 2023, we anticipate a significant increase in order volume as customers stock up. As a result, there may be potential delays in order deliveries. Our aim is to diligently fulfil and dispatch all orders by 14 September 2023.
Q: How will Lovekins handle refunds or adjustments for orders affected by stock disruption and sales suspension?
A: Lovekins' return policy applies to all orders in AU/NZ. As stated in the policy, exchanges or refunds are not available for customers who have simply changed their mind or made a wrong selection. If there are other issues with the order, such as damaged items or incorrect deliveries, customers can reach out to our dedicated customer service team, which is available on weekdays. We are fully committed to ensuring fairness and providing clear communication regarding any changes. We kindly ask for your understanding and patience as our team works diligently to address all inquiries and requests. Please note that due to the anticipated high volume of emails and orders, our response time might be longer than usual.
For Active Subscriber
Q: I have an active subscription for Lovekins products. How will the suspension of sales in Australia and New Zealand affect my subscription?
A: We want to assure you that our team is actively working to ensure a smooth transition during this period. As part of this, we will be cancelling all active subscriptions from today with the aim to have all subscriptions cancelled by 29 August 2023. We will notify you by email once your subscription has been cancelled.
Q: Can I temporarily pause my subscription until Lovekins products become available again in AU/NZ, without canceling it entirely?
A: Due to the suspension of sales, we are cancelling all subscriptions in Australia and New Zealand. However, once our products are available again, we will provide options for renewing or resuming your subscription.
Q: How can I stay updated on the status of my subscription and any changes in the delivery schedule during this transition period?
A: You will receive email notifications from us regarding the cancellation of your subscription and any related information. Please keep an eye on your inbox for the latest updates. Given the expected high volume of emails and orders, we appreciate your understanding if our response time takes a bit longer than usual.
Q: How will Lovekins handle refunds or adjustments for subscription orders affected by the suspension of sales in AU/NZ?
A: Lovekins' return policy still applies to subscription orders affected by the suspension of sales in AU/NZ. As stated in the policy, exchanges or refunds are not available for customers who have simply changed their mind or made a wrong selection.For other order issues, customers can reach out to our dedicated customer service team. We are fully committed to ensuring fairness and providing clear communication regarding any changes. We kindly ask for your understanding and patience as our team works diligently to address all inquiries and requests. Please note that due to the anticipated high volume of emails and orders, our response time might be longer than usual.
Q: Can I modify my subscription during this transition period?
A: As subscriptions will be cancelled during this period, modifications will not be possible. However, you can still place a new order for products with available stocks before the last order date of 11 September 2023.
For Loyalty Program
Q: What will happen to my loyalty points or rewards earned through past purchases in Australia and New Zealand?
A: As a testament to our appreciation for your loyalty, we're taking steps to ensure you continue to benefit from your accumulated points. These points will be rounded up and converted into a discount that you can apply to new orders on Lovekins.com before sales are suspended effective 11 September 2023. This way, your dedication to Lovekins will be rewarded in a meaningful and practical manner.
Q: How do I get the discount code to access the discount from my loyalty points?
A: You will receive personalised discount code via email. This code will reflect the value of the loyalty points you've accrued, allowing you to enjoy your well-deserved discount during checkout.
Q: Where can I apply the discount code?
A: You can apply the discount code during the checkout process on our website. Simply enter the code in the designated field, and the discount will be applied to your order total. This way, you can effortlessly enjoy the benefits of your loyalty points when making new purchases.
For Merchants
Q: As a Lovekins merchant, how will the suspension of sales in Australia and New Zealand impact my business?
A: The suspension of sales in Australia and New Zealand may have an impact on your business as Lovekins products will not be available for direct purchase through our website. However, we are committed to supporting you during this transition by offering an alternative solution for ordering Lovekins products. Please see the following questions for more details.
Q: Will I still be able to order Lovekins products for my store during the suspension period?
A: Yes, even though we will be ceasing wholesale orders made through the Lovekins website, large wholesale order enquiries can be directed to cindyjiang@accesscorporate.com or seanyao@accesscorporate.com.
Q: How can I adjust my inventory or replenishment orders to accommodate the change in market focus?
A: If you need to adjust your inventory or replenishment orders to align with the change in market focus, please work directly with Cindy Jiang or Sean Yao, to manage your orders effectively.
Q: Will there be any changes to the wholesale pricing or terms for Lovekins products during this transition?
A: For inquiries about wholesale pricing and terms, please get in touch with Cindy Jiang or Sean Yao, our authorised distributor, at cindyjiang@ accesscorporate.com or seanyao@accesscorporate.com. They will be able to provide you with the necessary information regarding any potential changes.
Q: Will there be any changes to the terms of my partnership agreement with Lovekins during this period?
A: For any inquiries about changes to partnership agreements, please contact Cindy Jiang or Sean Yao at cindyjiang@ accesscorporate.com or seanyao@accesscorporate.com. They will be able to provide you with the necessary information regarding any potential changes to your partnership agreement.