FAQ's

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WAS I CHARGED TWICE?

Your credit card will only be charged once after your order ships.

If you just placed your order, what you are seeing on your bank account is an authorization. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear (depending on your bank, usually within 48 – 72 hours.) If you need help speeding up the process, you can contact the issuing bank of your credit card.

Please only click the “Place Order” button once to avoid multiple authorizations.

I GET AN ERROR MESSAGE WHEN I ENTER MY SHIPPING AND BILLING ADDRESSES. WHAT’S GOING ON?

If you are receiving an error message, there may be a problem with your credit card information, billing or shipping address. The billing address should match exactly what your bank has on file. Please review all information closely and look for any typos. Also, try re-formatting the names and addresses in your billing information (this often solves the issue).

MY ORDER WON’T GO THROUGH. WHAT SHOULD I DO?

If you’re still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser. Please only click the “Place Order” button once to avoid multiple authorizations. If you continue to receive error messages, please contact Customer Care at 1-855-xLovely

I NEED TO CHANGE SOMETHING ON MY ORDER. HOW CAN I DO THAT?

If you need to change or cancel your order, please contact us immediately. Once we have processed your order, we will be unable to make any changes.   

I JUST PLACED MY ORDER.  CAN I ADD ANOTHER ITEM TO IT?

We cannot add items to an existing order. Please place a new order for the item and contact us. We’ll be happy to waive shipping on this additional order if it was placed within 24 hours of the original order. 

I’M UNSURE ABOUT A SIZE OR I HAVE A FIT QUESTION.  HOW DO I FIND THIS INFORMATION?

Please see our Fit Guide for general information on sizing.  If you still have specific questions about a fit of an item or measurement guidelines, please contact us.

CAN I RETURN OR EXCHANGE ITEMS THAT WERE PURCHASED ON SALE?

All final sale items cannot be returned or exchanged. For our full Return & Exchange Policy, click here.

HOW LONG DOES IT TAKE TO PROCESS MY RETURN?

Once we have received your package, your refund will be processed within 7 to 10 business days. You will be notified via email at the address listed on your account once the transaction has taken place.

Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.

WHEN WILL MY ORDER SHIP?

Most orders ship within 3 business days of purchase. Orders are not shipped on the weekends or holidays.

WHERE IS MY ORDER CONFIRMATION?

As soon as your order ships, you will receive an email confirmation to the email address you entered on your order.  If for some reason, you did not receive an email, please check your spam folder and add hello@shoplovely.com to your safe sender list.

WHY WAS MY ORDER CANCELED?

Although it rarely happens, there are times when an item you order suddenly becomes unavailable or out of stock. While we try to prevent this from happening, in the case that it does happen, you will be contacted within 48 hours about your order cancelation. If your order contains additional items, those items will still be shipped and the out of stock item will be removed from your order and refunded to you.


WILL I HAVE TO PAY INTERNATIONAL TAXES & DUTIES?

Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is 20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.

Shop Lovely cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.

By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees.

If you refuse a shipment from Shop Lovely, you are responsible for the original shipping charges, any import fees, duties and/or taxes that are incurred on the package, and the cost of returning the package to Shop Lovely. This amount will be deducted from your merchandise refund. In the instance that the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned and you will not be refunded.

    CAN I BUY WEDDING DRESSES AT SHOP LOVELY?

    No. If you're interested in purchasing a wedding dress with Lovely, please visit our Lovely Bride website to make an appointment and one of our bridal shops. 


    I'M CONFUSED. WHAT'S THE DIFFERENCE BETWEEN LOVELY AND SHOP LOVELY?

    Lovely is the name of our in-person bridal shops that carry wedding gowns. Shop Lovely is our online store that carries ready-to-wear. 


    DO YOU HAVE ANY STORE LOCATIONS?

    While we do have Lovely bridal boutiques across the United States, you can only shop our Ready-to-Wear collection online at Shop Lovely.