Lovio Delivery Guarantee Terms

 

Delivery Guarantee Terms

1) What the guarantee is

If your VlogBox, SnapBox or RingBox is not marked as delivered at least 2 days before your wedding date, we will refund 100% of the booking price for the late equipment.

“Delivered” means the courier tracking shows one of the following by the guarantee deadline:

  • a successful delivery scan, or

  • an Access Point/locker marked ready for collection, or

  • a delivery attempt was made (for example: the courier attempted delivery but could not complete it and left instructions to rearrange delivery or collect the parcel).

2) Where it applies

This guarantee applies to deliveries to the UK mainland only. It excludes:

  • Northern Ireland

  • Scottish Highlands

  • Scottish Islands

  • other offshore/island destinations

3) Booking eligibility

To qualify:

  • your booking must be placed at least 14 days before the wedding date, and

  • the wedding date must be the date selected at checkout (or confirmed by us in writing if changed).

4) Address and delivery details

You must provide complete and accurate delivery details (name, address, postcode, and any required contact info).

The guarantee does not apply where delays are caused by:

  • incorrect/incomplete address details,

  • inaccessible delivery location (e.g. no safe access, incorrect instructions),

  • customer-requested reroutes/holds/reschedules.

5) Changes and shipping cutoff

Any changes to the wedding date, delivery address, or delivery instructions must be requested at least 14 days before the original booked wedding date. Changes requested after this cutoff may invalidate the guarantee.

6) Customer communication requirement

Because we can often prevent a late delivery by taking quick action, the guarantee also requires the following:

A) If you spot a delivery issue
If you become aware (from tracking updates or courier messages) that delivery may not arrive before the guarantee deadline, you must inform us as soon as reasonably possible so we have a chance to fix it.

B) If we contact you about a delivery issue
If we contact you to resolve a delivery problem (for example, we’re dispatching a replacement kit and need a different delivery address or Access Point), you must respond before 2:00pm on the day before the expected delivery date.

If we do not receive the required information by this time, and this prevents us from taking corrective action, the guarantee may not apply.

7) What is refunded

If the guarantee is triggered and you are eligible, we refund:

  • 100% of the booking price paid for the late item(s) (after any discounts).

This refund does not include optional add-ons or services (e.g., USB/SSD copies, editing, extended storage upgrades), or any charges caused by customer actions (e.g., damage fees, missing components, late return fees), unless we explicitly confirm otherwise in writing.

8) When the guarantee doesn’t apply

The guarantee does not apply if delivery was delayed due to:

A) Failed delivery attempts / refusal

  • nobody available where a signature is required,

  • refusal of the parcel,

  • parcel delivered to an Access Point/locker but not collected (delivery still counts once it is ready for collection).

B) Customer actions

  • changes after the cutoff in section 5,

  • incorrect address details or missing information,

  • failure to notify/respond as required in section 6.

C) Events outside courier control

  • severe weather, flooding, fire,

  • widespread transport disruption,

  • strikes/industrial action affecting courier networks,

  • major courier network/IT outages.

D) Events outside Lovio Ltd control
Events that materially prevent normal operations or shipping, such as:

  • severe weather, flooding, fire,

  • power, internet, or critical IT/software outages,

  • local or national disruption (including pandemics, conflict, civil unrest).

Where any of these events occur, we’ll do our best to get your order to you on time, but the guarantee may not apply.

9) How to claim

To claim, contact us within 7 days after the wedding date with your order number. We verify using courier tracking. If eligible, we process the refund to the original payment method.

10) Clarifications

  • The guarantee is measured by the courier’s tracking scan, not estimated delivery windows.

  • “2 full days before” means, for example:

    • wedding on Saturday → must be delivered by end of day Thursday

    • wedding on Sunday → must be delivered by end of day Friday

  • If tracking shows “delivered” but you cannot locate the parcel, we will help you investigate with the courier; however, the guarantee is only triggered if the courier confirms misdelivery or loss affecting delivery by the guarantee date.