FAQs
Frequently Asked Questions (FAQs)
1. What products do you offer at thelovelyroad?
We focus exclusively on providing authorized Nike and Air Jordan footwear. Each pair we sell is sourced from reputable suppliers and carefully vetted for authenticity. Whether you’re seeking a timeless classic, an innovative new release, or a coveted limited-edition drop, thelovelyroad is dedicated to ensuring that every sneaker you receive meets the high standards that define Nike and the Air Jordan brand.
2. Are all of your shoes authentic, and how do you verify this?
Absolutely. Authenticity is one of our core commitments. Before any shoe reaches our inventory, it undergoes a meticulous verification process conducted by experienced team members who are well-versed in identifying genuine construction, materials, and brand details. By partnering only with trusted suppliers and adhering to strict quality-control protocols, we can confidently guarantee that the sneakers you buy from thelovelyroad are 100% authentic.
3. Do you ship internationally, or only within the United States?
At this time, we exclusively ship orders to addresses within the United States. We understand that sneaker enthusiasts are found worldwide, and while we hope to expand our shipping options in the future, our current focus is on providing seamless delivery to customers across all 50 states.
4. What is the estimated processing and delivery time for my order?
- Processing Time: After you place your order, we typically require 2 to 4 business days (Monday through Friday, 9:00 AM–5:00 PM PT) to verify payment, confirm product availability, and carefully prepare your items for shipment. This thorough process ensures you receive products that are both authentic and in pristine condition.
- Shipping Time: Once your order leaves our facility, delivery usually takes an additional 7 to 15 business days, depending on your location and the carrier’s schedule. We appreciate your patience and recommend checking the tracking information we provide for the most up-to-date status on your shipment.
5. Which carriers do you use for shipping, and can I choose my carrier?
We partner with reputable carriers—FedEx, UPS, and USPS—to deliver your order safely and efficiently. We select the most appropriate carrier based on several factors, including your destination, package size, and current shipping conditions. While we do not offer the option to choose a specific carrier at checkout, rest assured that we always aim to provide the fastest and most reliable service possible.
6. How much does shipping cost, and do you offer free shipping?
We are pleased to offer free standard shipping for all orders totaling £199 or more (before taxes and applicable discounts). For orders under £199, a flat shipping fee of £7.99 applies. Shipping costs are clearly displayed at checkout, allowing you to review and confirm the total price before finalizing your purchase.
7. Will I be charged tax on my order?
Yes. We charge a 5% sales tax on all orders, as required by law. The tax amount is calculated at checkout based on the shipping address you provide. This ensures full compliance with U.S. tax regulations and a straightforward, transparent transaction experience.
8. How do I track my order after it ships?
Once your order ships, we’ll send a confirmation email containing a tracking number and a link to the carrier’s tracking page. You can use this information to follow your shipment’s progress and get an estimated delivery date. If you encounter any issues with tracking or need assistance interpreting carrier updates, please don’t hesitate to reach out to us at contact@thelovelyroad.com.
9. What if my package is delayed or doesn’t arrive as expected?
While we strive to deliver each order within the estimated time frame, factors such as inclement weather, high-volume shipping seasons, or carrier-related delays can sometimes impact delivery. If your package doesn’t arrive when anticipated, we encourage you to check your tracking updates and contact us if you need further help. We will work directly with the carrier to investigate the issue and keep you informed every step of the way.
10. What is the return and refund policy at thelovelyroad?
- Return Window: You have 30 calendar days from the date of delivery to initiate a return.
- Condition Requirements: Returned items must be unworn, unused, in their original packaging, and include all original tags, labels, accessories, and protective materials.
- Refund Timeline: Once we receive and inspect your returned product, we typically issue refunds within 2 to 5 business days. The refund will be processed to the original payment method used at checkout.
- Initiating a Return: To begin the return process, please email our support team at contact@thelovelyroad.com for a Return Authorization (RA) number and instructions on how to send the item back.
11. Who covers return shipping costs?
If you’re returning an item due to an error on our part—such as receiving a wrong product, a defective pair of shoes, or a damaged item upon arrival—we will cover all return shipping costs. In other situations, such as when you’ve changed your mind or ordered the wrong size, you may be responsible for covering the return shipping fee. We recommend using a reliable, trackable shipping service to ensure the package safely reaches our warehouse.
12. Can I exchange my purchase for a different size, style, or color?
We understand that sometimes you may wish to exchange your purchase for another variation. While we don’t have a direct exchange program, we’re happy to assist. If your desired product is available, we recommend initiating a return for the original item and then placing a new order for the preferred size or style. Our customer support team can help guide you through this process to ensure a smooth experience.
13. What should I do if my item arrives damaged, defective, or is lost in transit?
- Damaged/Defective Items: If your sneakers arrive damaged or appear to be defective, please email us within 48 hours at contact@thelovelyroad.com and include clear photos of the issue and the packaging. We’ll work diligently to make it right, which may include a replacement, exchange, or refund, depending on product availability.
- Lost Shipments: If the carrier’s tracking indicates your package was delivered, but you’re unable to locate it, we recommend first checking with neighbors, building management, or any other secure location where the carrier may have left the parcel. If the package remains missing, contact us so we can investigate with the carrier and take appropriate steps, which may involve a refund or replacement if the package is confirmed lost.
14. Are your policies compliant with Google Shopping guidelines?
Yes. We adhere to Google Shopping’s policies by providing accurate product information, transparent pricing, clear shipping and return timeframes, and honest representations of our items. We continuously update our policies to align with industry best practices, ensuring you receive a trustworthy, user-friendly shopping experience.
15. How can I reach customer support if I have additional questions or concerns?
Our dedicated customer support team is here to assist you. If you have any questions about products, orders, returns, or anything else related to your shopping experience, please email us at contact@thelovelyroad.com. We aim to respond promptly and provide helpful, personalized guidance. You can also write to us at:
Film Streams Inc | thelovelyroad
15 Coronation Road, Dephna, London NW10 7PQ, United Kingdom
614 Folkstone Ave
San Mateo, California, 94402
United States
16. Will you ever update these policies or services?
We’re always striving to improve and streamline our processes. Should we update our policies, enhance our offerings, or expand our shipping services, we’ll make sure to reflect those changes on our website. We encourage you to review our policies from time to time to stay informed about any modifications.
We hope these FAQs have provided the information you need. Your satisfaction is our top priority, and we’re continually looking for ways to make your shopping experience at thelovelyroad more convenient, transparent, and enjoyable. If you have questions that aren’t covered here, don’t hesitate to reach out. Thank you for choosing thelovelyroad for your Nike and Air Jordan footwear needs!