Whether you’re purchasing for yourself or as a gift for someone special, we aim to make your ordering experience a pleasure. See below for answers to questions regarding shipping, returns, and other inquiries.
- How can I order LAVIYE items?
You can place your order on our secure website or email customerservice[@]laviye.com to place an order over e-mail. We will send you an invoice which you can pay for via PayPal. Office hours are 9:00 A.M – 5:00 P.M. GMT.
- I'm in love with an item, but it's out of stock on the site. What should I do and how often do you restock?
Good news! We get new items frequently, especially our most popular items. You can be notified by signing up to our newsletter at the bottom right corner of any page. Once the item is restocked, you’ll be notified right away.
- I am an international customer, and I am not sure how much an item costs in my local currency or how much I'll be charged for a purchase.
LAVIYE is proud to service our customers from all over the world! All pricing on our site is in the United States Dollar (USD). If you'd like to find out how much an item is in your local currency, please click on the flag/currency button on the top right corner of any page and select the flag/currency corresponding to your preferred currency.
The conversion rate you pay at the checkout would depend on your issuing credit card company being used on the transaction.
- What payment method(s) do you accept?
LAVIYE offers a variety of payment options. We accept Visa, MasterCard, Discover and American Express cards. We also take PayPal and store credit in the form of e-gift cards.
- I placed an order, but never received a confirmation email.
If you do not receive an email from LAVIYE within hours of placing your order, and it’s not in your 'Spam' folder, the email address on file is most likely spelled incorrectly. Please contact our Customer Care via email at: customerservice[@]laviye.com for assistance to update your order details.
- How do I change or cancel my order?
We’re super quick at processing orders to make sure that you receive them as soon as possible. You can change your order as much as you like before you click “Checkout” but after this point you will be unable to make changes to your order. Keep in mind our system is designed to fulfil orders as quickly as possible. We cannot cancel or change an order once it has been placed. In such cases, you can return the item(s) to us in accordance with our Returns Policy.
- How long after I place my order will it ship?
- Where items are 'ready to ship', please allow 1-3 working days for your item to ship.
- For 'made to order' or 'pre-order' items, please allow 2-4 weeks after payment has cleared for your item to be made prior to dispatch.
- If your order consists of a mix of pre-order and in stock items, your order will be dispatched in one shipment, this includes next day orders. Any next day orders with pre-order items will be dispatched once the stock has been delivered to our warehouse.
Orders are shipped Monday through Friday, excluding weekends and holidays. It may take up to 24 hours for an order to be processed. Kindly note shipping may be delayed by our verification team if confirmation is needed for the order.
You may also view the status of your order, by logging into your LAVIYE account. For customers selecting Express Shipping, please keep in mind your order must be placed before 13:00 GMT to leave the same day Monday - Thursday.
- My order was confirmed, but I just got an email saying an item is out of stock. What does this mean?
Between the time you placed the order and when we processed it, the item was no longer available. We will refund you the amount you paid for the item.
- I placed an order but haven't seen any movement from LAVIYE. What's going on?
There are several reasons why your order may have been delayed. Either your order was flagged for risk of fraud, or we needed to contact you to verify your personal information. In all cases, we will reach out to you as soon as an issue is indicated and proceed to ship your items as quickly as possible. If you have any questions, please contact our customer service team at: customerservice[@]laviye.com for assistance to update your order details.
- How quickly will I receive my order?
We understand that receiving your items quickly is important to you. Please allow between 1-5 working days after payment has cleared for your item to reach you. Visit our shipping policy page to find out estimated delivery for items posted to your location.
- What company does LAVIYE use to ship packages?
We offer Royal Mail for domestic parcels and DHL for International Parcels.
- How long does shipping take?
We offer 1–4 day shipping on most orders with a flat rate of $7 for local parcels and $10-$15 for international orders. We also offer FREE standard shipping (2 business days) on orders over $300, after discount.
- How long does it take to ship internationally?
It usually takes 1-4 business days to arrive in your country however, in some instances, delivery may be delayed depending on your country's customs.
- I am an international customer. What are the rates I should expect to pay?
We offer a $7 flat rate for United Kingdom and $10 - $15 for other international orders. LAVIYE is not responsible for applicable customs fees, import duties, taxes, or any other charges. The customer is responsible for the charges, even if the shipment is refused upon delivery. If the package is returned to our warehouse, there will be a bounce back fee.
- Do you refund shipping fees?
Shipping fees are non-refundable.
* What if I refuse a delivery?
Please don’t refuse a delivery. Unfortunately, refused deliveries will incur a cost of the original delivery plus the return cost. Any refund made will be minus the total delivery and return cost in the case of refused deliveries.
RETURNS & EXCHANGES:
- I need to make a return.
We want you to be thrilled with your LAVIYE purchase from start to finish, and if you’re not happy, we’re not happy. If you’re not 100% satisfied with your purchase, you may return it to our offices within 14 days of receipt for a refund or store credit. Please contact our customer service team at: customerservice[@]laviye.com - we’ll be happy to assist you.
- For hygiene reasons, we cannot accept returns or exchanges on masks, filters, bodysuits, swimwear, undergarments, earrings, or pierced jewellery.
- How do I care for my LAVIYE pieces?
We want your LAVIYE pieces to look as good as new for years to come.
- Any stains on the fabric should be removed gently with a damp cloth wet with warm soapy water.
- Hand wash clothing separately using a mild detergent.
- Press on the reverse side with a cool iron.
- Do not machine wash.
- Do not bleach.
- How do I change my username and password?
You may edit your username and password, along with other account details, from the Edit My Account page after logging in & creating an account.
- What if I forgot my username or password?
You may reset your username and/or password by clicking here on the 'forgot my password link in the accounts section.
- How do I review or track my previous orders?
You may view your complete order history, along with tracking information and item details, in the My Account page.
- I’m interested in carrying LAVIYE in my retail shop. How do I get started?
Please contact us via email: customerservice[@]laviye.com and we’ll be happy to assist you.
- Can’t find the answer you were looking for?
Feel free to contact Customer Service by emailing: customerservice[@]laviye.com and we will be happy to help.
Policy Updated: 12th September, 2022.