FAQ / RETURNS / SHOP POLICIES
- Thank you for shopping with Lovergirl Couture! While we hope that you will love your custom handmade items, if for any reason you are unsatisfied with your purchase we will gladly accept your unworn/unwashed items for Exchange Only (excluding certain collection and final sale items) within 30 days of the delivery date. FINAL SALE items are not eligible for return or exchange.
- If you’d like to initiate an exchange please provide the following: your first and last name, order number, and reason for exchange to our email address: firstname.lastname@example.org
- Due to the custom handmade nature of our designs, Lovergirl Couture does not offer any refunds as all items are handmade to order and considered a one of a kind original. This means your item is created just for you!
- Standard Sized items are eligible for an Exchange, please allow 12 weeks for delivery of your Exchanged Item.
- DO NOT SHIP YOUR EXCHANGE BACK TO OUR STUDIO WITHOUT A RETURN AUTHORIZATION APPROVAL FROM LOVERGIRL COUTURE
- You MUST use USPS when returning or exchanging. FedEx and UPS will not deliver to our studio's P.O. Box.
- Returns and exchanges will be processed within 10 business days of receipt.
- Any gift or promotional items, or items in our FINAL SALE section, cannot be returned or exchanged.
- Merchandise must have all tags attached and returned with all included accessories. This includes belts, pins, etc.
- Items that are soiled, worn, damaged, or laundered will not be accepted. This includes any stains, makeup, deodorant markings, snags, cigarette smoke, perfume, animal hair, etc. It is at Lovergirl Couture's discretion to decide if the exchanged item has been soiled. If an item is determined to be as such, it will be returned to the customer at the customer’s expense.
- Exchanged items will only be sent out once we receive the original item and after we have completed them per our studio's 12 week production time.
- Please keep in mind we do not stock any additional inventory and all items are handmade by designer Claire Helene. This means that your Exchanges will need to be custom handmade and will require 12 full weeks to complete. Quality of design takes time and our Exchanges are only allowed for the same item, in a different colorway, any style or length changes will be charged and production will not begin until your new Exchange Order is paid in full.
- Lovergirl Couture will only cover the shipment cost of your damaged goods for replacement items only.
- Multiple exchanges for the same item are not permitted, this means that if we have accepted your original exchange and make you a new item (it will take us 12 full weeks to complete) we will deny any future exchange requests if we are unable to get it right the second time around.
- Exchanges are only available to our U.S. customers. At this time, and due to the high cost of international shipping, we do not except exchanges for international orders.
- Original shipping and handling fees are not refundable or transferable, this is also applied to any Rush Order fees.
- Exchange shipping merchandise is the sole responsibility of the buyer.
WHAT ITEMS ARE ACCEPTED FOR AN EXCHANGE?
- Within 30 days of receipt of receiving your original shipment
- In original condition with original tags still attached
- Unwashed and Unworn condition
- In the original packaging
- Incorrect shipped items
- Damaged or flawed items
- Exchanges for a different size, or item of equal or lesser value within the US will be subject to our studio's 12 week exchange policy, no exceptions can be made. Store Credit will be issued for all customers who can not wait our studio's 12 week production time.
FINAL SALE ITEMS:The following items may not be returned or exchanged at Lovergirl Couture:
- Free gifts or promotional items
- Final Sale Items
- Items purchased at one of our events
- Items with no receipt, items that appear to have been worn or are damaged with stains, makeup, deodorant markings, snags, cigarette smoke, perfume, animal or human hair, etc
- You may Exchange your unworn and undamaged item within 30 days of receiving. All exchanges require 12 full weeks to complete, no exceptions. If you purchased a Rush Order fee for your item, that is a non-transferable charge that is not included in our studio's exchange policy. If you are unable to wait the 12 weeks for your exchange you may choose to receive Store Credit in lieu of your exchange. No refunds are issued. No exceptions. Please E-Mail our studio to obtain a Return Authorization # before shipping your item(s) back for your exchange. If we receive your items back at our studio without prior Return Authorization you will automatically receive Store Credit, at the discretion of Lovergirl Couture.
- If you receive a wrong or damaged item, please contact us immediately via E-mail so we may resolve your issue as soon as possible.
FINAL SALE & SAMPLE SALE ITEMS
- All items marked as "Final Sale" at the time of purchase are not eligible for any type of return or exchange. "Final Sale" means that it is an item that will most likely no longer be carried by Lovergirl Couture and you should double check all measurements before ordering. Sample Sale items can not refunded or exchanged, no exceptions.
SALES & PROMOTIONS
- No raincheck will be issued on sale items, this means we do not apply sale prices to previous transactions regardless of timeline purchased, nor do we allow customers to cancel orders that have already been placed to apply new discounts.
- We are a small business and ask you to keep in mind that we offer our custom handmade collection priced incredibly fair. You may not double up on discount codes at our studio.
- You can not stack discounts, this means that you may only use one coupon code per transaction.
- Our Shipping department operates Monday-Friday 10am to 5pm Central Time Zone, USA excluding all Federal Holidays and per our studio's production calander. We are closed the last 2 weeks of every year and through the first few days of the New Year . No items will ship out during these times, no exceptions.
- We want to give you the best service we possibly can. However, we are still a very small business with a dedicated but small team so it may take up to 48 hours for us to ship out your order. Please keep this and our hours/days of operation in mind when placing an order.
- Orders placed on Fridays, or days we are not operating will be shipped out next available business day.
- Due to high volume, orders placed during peak times or during sale events can experience shipping delays up to a week later than the original order date. Please bare with us, as we will do everything we can to get your order out to you as quickly as possible.
- Our studio offers an in-house Layaway Plan that allows us to offer our customers the ability to make purchases now and pay for them in payments that fit your schedule and without any interest. Take up to 90 Days to Pay via PayPal! ** Our studio will launch full details with our In-House Layaway Plan as they become available and after we officially open for business in the Spring of 2020!
- SHIPPING & RATES
- As of now, Lovergirl Couture only offer shipping through USPS.
- USPS offers both domestic First Class and Priority as well as overseas options.
- Due to our limited operational hours we cannot offer Express Delivery at this time. (You may set up a custom order for an Express Delivery Item with Claire Helene's approval and applicable fees paid, not all items can be made Express due to the custom handmade nature of our designs). First Class is only offered on orders under thirteen ounces. Per USPS guidelines, anything over thirteen ounces must be shipped via Priority.
- Your rates are calculated by our platform by using the size, weight and distance your order has to ship. Once your items exceed 13 ounces packed and shipped they must be shipped via priority per USPS guidelines. First class shipping is only available for orders under 13 ounces.
- Our rates are very competitive thanks to the platform that we use. Your shipping rate is calculated by using the size and weight of the order, the shipping method, and distance your order must travel.
- If selecting 1-2 day Priority Mail, please understand that the shipping time only begins as soon as USPS receives the package and is only valid on business days. Orders can take up to 48 hours to process before your package is delivered to the post office. Please see the Shipping Operations section for more details.
- In the rare event that our studio becomes fully overbooked or by the off chance that we receive a high volume of Rush Orders in a short amount of time that we are unable to fulfill, we will issue you a full refund promptly. You may always place a new order again as sometimes we may need just a little more time to make your custom handmade item. This generally only occurs at peak season Spring Wedding Season and Winter Christmas Holiday ordering.
- At this time, we do not offer any order cancellations.
- There are specific instructions included in each listing of this website for care instructions, please follow them accordingly.
- At this time all items are custom handmade per order and we do not currently offer any wholesale agreements with any other vendors or retailers. Should you see one of our items listed on another website, rest assured they have stolen our image and are reproducing our designs in a faulty and unethical manner. Lovergirl Couture does not wholesale our products and you can only buy a Claire Helene original directly from this website.
Studio & Website Hours (Central Time Zone):