Frequently Asked Questions
Q: When will I be charged for my order?
All orders are charged at the time of checkout. Our systems do not save your payment details past the checkout point for security purposes.
Q: How much is shipping?
Domestic shipping is free for orders $60 USD and over net of any discounts applied. If you need to return your order, the shipping is on us. We offer express and overnight shipping via USPS or FedEx for a fee.
Unfortunately, we cannot offer priority to U.S. territories at this time.
Q: What carrier do you use?
We partner with DHL and FedEx to get your LIVELY pieces to you!
LIVELY uses DHL as our standard carrier for shipping to all addresses in the US 48 Contiguous States. States including Alaska, Hawaii, and US territories Puerto Rico, American Samoa, Guam, Northern Marina Islands and US Virgin Islands are shipped via USPS. We cannot guarantee delivery times to these locations.
Please allow 3-5 business days for processing on all orders. DHL and FedEx do not deliver on Saturdays, Sundays or Holidays.
Q: Where’s my package?
Once your order is placed, you will receive an email confirming we have received it. Once shipped, you will receive a confirmation email complete with a tracking number. You can also find the tracking number by logging in to view your LIVELY account. Please note: we do not have the ability to change your shipping address once your order has been placed.
LIVELY uses DHL as our standard carrier for shipping to all addresses in the US 48 Contiguous States. States including Alaska, Hawaii, and US territories Puerto Rico, American Samoa, Guam, Northern Marina Islands and US Virgin Islands are shipped via USPS.
STANDARD
All orders over $60USD are eligible for free DHL shipping. Please allow 3-5 business days for processing on all orders. Delivery times can vary between 2-4 business days. DHL does not deliver on Saturdays, Sundays or Holidays.
USPS EXPRESS
Orders placed with USPS Express shipping prior to 11am EST Monday-Friday will be shipped out the same day. Orders placed after 11 am will require one additional processing day before they ship. Any orders placed on a weekend (Saturday, Sunday) or a holiday will ship the following business day. *Sunday is excluded from USPS shipping days.
Please Note: If you select USPS Express shipping and place your order after 11am EST, you must allow 1 processing day and two full shipping days to receive your order
FEDEX 2DAY
Orders placed with FedEx 2 Day shipping prior to 11am EST Monday-Friday will be shipped out the same day. Orders placed after 11am will require one additional processing day before they ship. Any orders placed on a weekend (Saturday, Sunday) or a holiday will ship the following business day. *Saturday and Sunday are excluded from FedEx shipping days.
Please Note: If you select FedEx 2 day and place your order after 11am EST, you must allow 1 processing day and two full shipping days to receive your order.
FEDEX STANDARD OVERNIGHT
Overnight orders placed prior to 11am EST Monday-Friday will be shipped out the same day. Orders placed after 11 am will require one additional processing day before they ship. Any orders placed on a weekend (Saturday, Sunday) or a holiday will ship the following business day. *Saturday and Sunday are excluded from FedEx shipping days.
Please Note: If you select FedEx Standard Overnight shipping and place your order after 11am EST, you must allow 1 processing day and 1 full shipping day to receive your order.
Q: How long will it take for me to receive my LIVELY pieces?
Once your order is placed, you’ll receive an email confirming we have received it. For orders placed within the contiguous United States, shipments are usually delivered within 2-4 business days from when the order ships. Shipping carriers may experience delays once the package ships. Saturdays, Sundays and Holidays are excluded from shipping days.
Please Note: If you select FedEx 2 day or USPS Express shipping and place your order after 11am EST, you must allow 1 processing day and two full shipping days to receive your order. If you select FedEx Standard Overnight shipping and place your order after 11am EST, you must allow 1 processing day and 1 full shipping day to receive your order.
If your shipment is being delivered outside of the contiguous United States, please allow for additional shipping time. Please note that we cannot guarantee ship time to Hawaii, Alaska, or APO, DPO, and FPO addresses located outside of the United States.
Q: Do you ship internationally?
We currently ship to the United States. If you live anywhere outside of the United States, we recommend checking out our collection with Shopbop, as they do offer international shipping options. Some LIVELY customers also recommend using a freight forwarder, like HopShopGo. Please note that HopShopGo and LIVELY are not directly affiliated. Any customer service inquiries for HopShopGo orders should be directed toward HopShopGo. If you place an order using a forwarder and need your items to ship in one consolidated package, we recommend contacting the forwarder to request that they hold the shipment until all of your items have been packaged together in one shipment if you have any pre-order items.
Additionally, orders outside of the US are considered final.
If you place an order using a forwarder and have pre-order items, we recommend contacting the forwarder to ensure your items ship in one consolidated package to avoid additional charges.
Q: My order hasn’t shipped yet - Can I change/cancel it?
All orders begin to process in our warehouse systems within 1 business day of being placed. Many orders will begin to process the same day. Due to this, it is very unlikely that our team will be able to modify or cancel your order. Please use the messenger feature on the bottom left of your screen to quickly contact our team if you'd like to attempt to change or cancel your order.
Q: What’s your return policy?
Want to return? No problem, shipping back your order will only take a moment!
We offer free return shipping in the US for all orders.
All return merchandise must be returned within 30 days of receipt, unworn, undamaged, & unwashed with all LIVELY tags attached. For health and safety reasons, we don’t accept returns on undies or bodysuits. All swimsuits and swim bottoms must be returned with the hygienic liner attached and untampered with. We do not refund order shipping costs.
To initiate your return in the US, visit returns.wearlively.com and use the generated shipping label to package your item(s). Return shipping is via the US Postal Service and your return can be dropped at any post office location.
Make sure to print and attach the LIVELY return label. We cannot process your return if you do not use a LIVELY return label on your box. Our return label includes specific information that allows us to process your return quickly and ensure you receive any refunds due.
LIVELY is not responsible for missing return packages. We recommend getting a receipt for your return drop-off as proof of return postage.
PLEASE NOTE THAT THESE ITEMS ARE NOT ELIGIBLE FOR RETURN/EXCHANGE AND WILL NOT RECEIVE A REFUND:
• Any merchandise marked FINAL SALE.
• All undies and bodysuits are FINAL SALE.
• Damaged merchandise is not eligible for return, and you will be charged the full amount of the item(s).
• Items discounted 50% or above are considered FINAL SALE.
Q: How do I know if an item is considered final sale?
Final sale items are noted in red at the top of the item's product detail page as well as in the “Style Notes” section of the page.
Items discounted 50% or above are considered FINAL SALE.
Bras, undies and swim are like friends: treat ‘em with care, and they’ll stick around longer. Here’s what you need to know—and don’t worry, it’s as simple as can be.
- Bras need a day off, too.
If you worked all the time without any rest, you’d get worn out, and bras are no different! Rotating your bras daily gives the elastic time to rebalance between wears and ensures that you're always getting the best, most comfortable fit possible.
- Hand vs. Machine
Bras, undies and swim are delicate creatures by nature (they come in contact with the most delicate parts of your body, after all), and washing machines can be harsh. Hand-wash in cold water with detergent made especially for delicates, which will help avoid rips, bent wires and faded fabrics (amongst other things that can ruin your bra and your day).
- Air Apparent
The washer isn’t the only mean girl in town: the dryer can also do a number on your delicates and swimwear. After hand-washing, lay flat on a drying rack or hang over a waterproof surface. Do it at night, and in the morning you’ll have clean, dry undies and swim like it was NBD.
- Less is More
When it comes to washing your pieces, that is. You don’t need to wash after every wear. In fact, there’s no prescribed rule—just use your best judgment of when one is looking a little worse for wear. No free ride for underwear though—once is enough and into the wash it goes.
- Bag it up
When hand-washing is not an option, gentle does it. Invest in a lingerie bag (and by invest, we mean snag one for $6 off Amazon), and it will keep things from getting tangled or snared in the wash.
Did we miss anything?
If you have any additional questions or concerns, please reach out to [email protected].
