FAQs – L'AVIYE

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FAQs

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.

 

ORDERING :

  • How can I order L’AVIYE items?

You can place your order on our secure website or email info@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.

PAYMENT :

  • 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.

L'AVIYE is proud to service our customers from all over the world! All pricing on our site is in our local currency, British Pounds (GBP). If you'd like to find out how much an item is in your local currency, please click on the flag button on the top right corner of any page and select the flag 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?

    L'AVIYE 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.

    ORDER PROCESSING :

    •  I placed an order, but never received a confirmation email.

    If you do not receive an email from L'AVIYE 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 for assistance to update your order.

    • 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 fulfill 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?

    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 verifications team if confirmation is needed for the order.

    You may also view the status of your order, by logging into your L'AVIYE account. For customers selecting Express Shipping, please keep in mind your order must be placed before 1pm 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 send you an email with an E-gift card containing the amount you are owed for the cost of the item. Please treat the gift card like cash, as it is store credit you can use during a later purchase. Store credit never expires. 

    • I placed an order, but haven't seen any movement from L'AVIYE. 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.

    •  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.

    SHIPPING :

    • What company does L'AVIYE 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 £5 for local parcels and £15 for international orders. We also offer FREE standard shipping (2 business days) on orders over £150, 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 £5 flat rate for United Kingdom and £15 for other international orders. L'AVIYE 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.

    RETURNS & EXCHANGES :

    • I need to make a return.

    We want you to be thrilled with your L’aviye 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 an exchange or store credit. Please contact our customer service team at: info@laviye.com and we’ll be happy to help you.

    Please note:

    * For hygiene reasons, we cannot accept returns on earrings/pierced jewelry.
    * Items made to order cannot be refunded or exchanged.

    PRODUCT CARE:

    • How do I care for my L’AVIYE pieces?

    We want your L’aviye keepsakes to look as good as new for years to come.

    1. Jewelry is delicate and should be stored in its respective packaging when not in use. Do not wash or submerge in water.
    2. Any stains on the fabric should be removed gently with a damp cloth wet with warm soapy water.
    3. Our clothes should be hand-washed only. Do not bleach. Iron on the wrong side.

      ACCOUNT INFORMATION :

      • 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.

      WHOLESALE :

      • I’m interested in carrying L’aviye in my retail shop. How do I get started?

      Please contact us via email: info@laviye.com and we’ll be happy to assist you.

      OTHER QUESTIONS ?

      • Can’t find the answer you were looking for?

      Feel free to contact Customer Service by emailing: info@laviye.com and we will be happy to help.

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