FAQ

GENERAL QUESTIONS:

Q: I’ve been calling and there’s no answer. How can I get a hold of you?
A: Our SoleLavish Customer Care Department is available via text or email:

Mon –Tue -Wed- Friday 10am (PST) to 4:00pm (PST)

Saturday Closed.

Sunday - Closed  

Q: How do SoleLavish shoes run?

A: Our sizes are based as US sizes. All shoes are given a size suggestion at the bottom of every shoe description. Please keep in mind that this is only a suggestion, we understand that everyone’s foot size is different & your selection will be made upon personal preference. You know your foot best!

Q: What is my Order Number & Where can I find it?

A: You are given a unique order number to identify your purchase made with us. Your SL Order Number is located in all emails (or text message if you have selected the text option) that you have received from our company, including your order confirmation. Please have your SL Order Number upon contacting us.

Q: What are SoleLavish forms of payment?

A: We accept all major credit cards, debit cards and PayPal - choose the option you would like to use at checkout.

Q: Can I place an order over the phone with a SL representative?

A: We ask that all customers place their orders online at 

https://www.solelavish.com/  to ensure that there are no miscommunications during the ordering process. However, if you are having trouble, please give us a call - we’d be happy to help.

Q: I want to make a large purchase. Does SoleLavish offer wholesale?

A: Unfortunately, we do not offer wholesale or bulk orders at the moment.

Q: I NEED this item you have, but SoleLavish is sold out. When will you restock?

A: As much as we would love to provide you with an exact date for a restock, unfortunately, we cannot! But, SoleLavish uploads new styles daily! Make sure to sign up for our new “EMAIL ME WHEN AVAILABLE” option. You will be notified once we restock that specific item.

Q: Does SoleLavish ship original shoe boxes?

A: Yes we do. You will receive each shoe wrapped in our signature wrapping.

Q: Why can’t I add this item to my shopping cart?

A: Chances are we’re sold out at the moment! However, we restock often, so please check back soon! In the event that we do not receive that exact style again, we might soon receive something similar!

TRACKING YOUR PACKAGE:

Q: I have a tracking number, what do I do with it?

A: You are able to visit the website of the carrier your package was shipped with and track your package with the tracking number provided.

Q: I need my order FAST! Does SoleLavish offer expedited shipping?

A: Unfortunately we do not offer express shipping at this time .

Q: When will my order ship?

A: All orders will be shipped within 48 hours (usually sooner) unless a special circumstance is noted on our website. 

Q: I selected FREE SHIPPING, how long until I receive my package?

A: All orders that are shipped with FREE SHIPPING will be delivered within 1 – 6 business days.

(FREE SHIPPING IS ONLY APPLICABLE TO ALL 48 CONTIGUOUS STATES.)

RETURNS / EXCHANGES/ REFUNDS / STORE CREDIT:

Q: Does SoleLavish provide return labels?

A: As stated in our Return Policy, the cost of shipping your item(s) back is at your own cost.

Q: What is SoleLavish's return address?

A: Our return address is the following:

SOLELAVISH RETURNS:

4262 BLUE DIAMOND RD SUITE 102-339

LAS VEGAS, NV 89139

Q: I just received my package and I need to return/exchange, how do I do so?

A: All packages come with a special return form that explains in detail how to make all returns and exchanges. (Please keep in mind that all returns/exchanges must be done within 7 days for refund/ 30 days for store credit. All exchanges and sale items are final. NO EXCEPTIONS)

Q: My return tracking number states that SoleLavish received my package at your facility, why haven’t I been contacted?

A: It usually takes about 3 business days to process your returned package, so please bear with us. Please reference INFO@SOLELAVISH.COM in your emails for the return receipt, and don’t forget to check your spam/junk mail.

Q: I have a store-credit how do I use it?

A: Store credit is issued to your store account . Login into your account and shop for your new items, once checkout is reached the credit will automatically populate the payment field. If you have a store credit and have not been updated on your account, please contact info@solelavish.com

Is it safe to use my credit card on your site?

Yes! Orders placed on our site are encrypted using SSL technology, the industry-standard authentication and encryption technology, to ensure your transactions are protected. With SSL implemented on both the client and server, information transmitted over the internet will remain unaltered and secure.

I didn't receive an order confirmation or shipping confirmation email. What should I do?

It is possible that our email could have gone to your junk mail folder or we have an incorrect email address. Please contact us via text at 702-728-9907 or info@solelavish.com so that we may resend you an email confirmation.

My order was cancelled because you stated my billing address didn't match, but it does, what does that mean?

To protect our customers form credit card fraud, we have implemented the AVS (Address Verification Service) filter. The AVS filter requires that either the address number or postal code you enter matches the information on file with the credit card issuing bank. Occasionally the AVS filter is unable to match the billing address you provided to our store with the address on file with the credit card issuing bank, or the issuing bank does not support AVS filtering. If your credit card is declined due to AVS filter failure, please verify that the billing address you entered exactly matches the one associated with the credit card. If the credit card is still declined, you may want to call your credit card issuer and check to see if they support AVS filtering. Our online transactions take place in three parts. When you enter your credit card information, our store software contacts your bank to verify that your card number is valid and that sufficient funds are available for the transaction. If your credit card issuer approves the transaction, it automatically issues an approval code and puts a hold on the funds pending our store capturing them. If our store receives authorization then it submits the credit card information to the AVS filter. If the AVS filter approves the purchase your order appears in our order processing queue. We manually review your order for any issues and finding none, capture your funds. If the AVS filter declines your card, we cannot capture your funds without further verification of your identity. If your bank has placed a temporary hold on your funds, it may appear as though the transaction went through even if your card was declined. However, when a card is declined, no funds are transferred to us. In this case, typically the hold will last between three to ten days and then automatically drop from your account. We highly value our customers and believe these added security measures are needed to protect us both. 

Why do I need to verify my payment on my order?

Additional documentation may be requested for orders selected at random by our fraud prevention team for further verification before acceptance to shipping. We carefully evaluate accounts to protect our shoppers from any unwanted billings. If we are not able to get in touch with you to complete your verification, your order will be subject to cancellation without further notice. There is a 24 hour window to provide documentation before order is cancelled.

How do I get a coupon code?

We offer many promotional codes on our Facebook and Instagram pages. We also offer a 10% coupon code for customers who sign up for our newsletters. Like, follow, and sign up now to be the first to know about our sales and promotions!

Do you have a physical store?

Solelavish.com is an online-store, this allows us to provide our customers with large selections of fashion merchandise quickly. If you would like to know what’s new on solelavish.com, simply stay connected with us via our weekly newsletter, Instagram Facebook and Twitter! (@solelavish)

I have received an incorrect item in my order

We want to sort out any issues with incorrect items straightaway. Please contact our Customer Service team with the order number and the incorrect item’s name and number. We will get back to you within 1 business day and resolve it for you as quickly as we can.

I have received a faulty item

We want to sort out any issues with faulty items straightaway. If you discover a fault, please contact our Customer Service with the order number, the faulty item’s name and number, and a description of the fault. We will get back to you within 1  business day and send you a replacement item as quickly as we can (if available)..

An item is missing from my order

If an item is missing, please contact our Customer Service team with the order number, and the missing item’s name and number. We will get back to you within 1 business day and resolve it for you as quickly as we can.

Can I change my order?

Once you’ve placed your order, we’re unable to change it in any way – this includes changing the size or color of an item, removing an item, combining orders, changing the address or payment method.

Can I cancel my order?

Contact us right away! Generally once an order is made, we cannot guarantee that it can be cancelled. When the invoice is transmitted to our warehouse, we may not be able to cancel the order before it is prepared for shipment.

Does my credit card have restrictions?

For domestic customers, please note that we only ship to the credit card holder's billing address. On occasion we will make exceptions: pending identification/ documentations request from our security department. If you are using a foreign credit card for shipping to U.S. address, our system will trigger a security response, and we will not be able to process your order.

For international customer, when a credit card is used, your order will go through our Fraud Prevention Department for review, and we will notify you via email if your credit card status is not within the Visa/Mastercard security measures; at that point, we might issue a refund back on your card, and request bank wire transfer, with an additional $15 wire fee.