At Pretty Lavi, we’re committed to making your fashion shopping experience as effortless and elegant as our collections. Below you’ll find answers to our most commonly asked questions about our products, delivery, payments, and more. For any additional inquiries, our customer care team is always happy to assist at [email protected].
Product Questions
What types of clothing does Pretty Lavi specialize in?
We offer premium fashion for the sophisticated, fashion-forward woman. Our collections include:
- All In Ones
- Dresses (including special occasion wear)
- Jeans & Trousers
- Knitwear & Sweats
- Outerwear
- Shorts
- Skirts
- Suits & Tailoring
- Tops
How do I know what size to order?
We provide detailed size charts for each product to help you find your perfect fit. Please refer to the measurements on individual product pages. If you’re between sizes or need assistance, we recommend sizing up for comfort, especially for our tailored pieces.
Are your products true to the images on your website?
We strive to represent our products as accurately as possible. All items are professionally photographed, and we provide multiple views. However, slight variations may occur due to monitor settings. If you have specific questions about a product’s color or texture, please contact us before ordering.
Ordering & Account
How do I create an account?
You can create an account during checkout by selecting “Create an Account” after entering your email address. Having an account allows you to track orders, save your shipping information, and view your order history.
I forgot my password. How can I reset it?
Click “Forgot Password” on the login page and enter your email address. You’ll receive instructions to reset your password within minutes.
Can I modify or cancel my order after placing it?
We process orders quickly to ensure fast delivery. If you need to make changes, please contact us immediately at [email protected] within 2 hours of placing your order. We’ll do our best to accommodate your request.
Shipping & Delivery
What shipping options are available?
We offer two convenient shipping methods:
- Express Shipping: $12.95 via DHL or FedEx (10-15 business days after processing)
- Free Standard Shipping: For orders over $50 via EMS (15-25 business days after processing)
Do you ship to my country?
We deliver globally to most countries, excluding some remote areas and parts of Asia. During checkout, simply enter your address to confirm availability in your region.
How can I track my order?
Once your order ships, you’ll receive a confirmation email with tracking information. You can track your package in real-time using the provided tracking number on the carrier’s website (DHL, FedEx, or EMS).
What if my package is delayed?
While we carefully estimate delivery windows, occasional delays may occur with international shipping. First, track your package using the provided number. If your package is significantly delayed beyond our estimated timeframe, please contact us at [email protected] for assistance.
Can I change my shipping address after ordering?
Address changes must be requested within 2 hours of placing your order. Please contact our customer service team immediately at [email protected] for assistance.
Returns & Exchanges
What is your return policy?
We accept returns within 15 days of receiving your order. Items must be unworn, unwashed, and in their original condition with all tags attached. Please contact us at [email protected] to initiate a return.
How do I return an item?
- Contact our customer service within 15 days of receiving your order to request a return authorization
- We’ll provide return instructions and a return authorization number
- Pack the item securely in its original packaging
- Include the original packing slip or order confirmation
- Ship the return using a trackable method (return shipping costs are the customer’s responsibility)
Do you offer exchanges?
Currently, we don’t offer direct exchanges. For a different size or color, please return the original item (following our return process) and place a new order for the desired item.
When will I receive my refund?
Refunds are processed within 5-7 business days after we receive your return. The refund will be issued to your original payment method. Please note that shipping fees are non-refundable, and international customers may be responsible for original shipping costs.
Payment & Security
What payment methods do you accept?
We accept:
- Visa
- MasterCard
- JCB
- PayPal
Is my payment information secure?
Absolutely. We use industry-standard SSL encryption to protect your personal and payment information. We never store your full credit card details on our servers.
Why was my payment declined?
Payment declines can occur for several reasons:
- Insufficient funds
- International transaction blocked by your bank
- Incorrect billing information
- Security checks by your card issuer
Do you charge sales tax?
Currently, we do not charge sales tax for international orders. For US customers, applicable state sales tax will be added during checkout based on your shipping address.
Additional Assistance
How can I contact customer service?
Our customer care team is available via email at [email protected]. We typically respond within 24-48 hours. For urgent inquiries, please include “URGENT” in your subject line.
What are your business hours?
Our customer service team operates Monday through Friday, 9:00 AM to 5:00 PM EST. Emails received outside these hours will be responded to on the next business day.
Where is Pretty Lavi located?
Our headquarters is located at:
3821 Geraldine Lane, New York, US 10011
However, we ship globally from multiple distribution centers for faster delivery.
3821 Geraldine Lane, New York, US 10011
However, we ship globally from multiple distribution centers for faster delivery.
Still have questions? We’re here to help! Contact our friendly customer care team at [email protected] for personalized assistance with your Pretty Lavi shopping experience.