FAQ

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 at 888-200-9004 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. 

What is the status of my order?

You can check the status of your order by logging in to your account under “My Account” Tab on the home page. Once the order is placed, we will email you an order confirmation. Once the order is shipped, we will email you a shipping notification with a tracking number. All standard orders will ship out within 2 business days, and Expedited orders will ship out the same days if placed by 12pm CST Monday through Thursday excluding holidays.

I placed my order on the weekend with expedited shipping, why my order hasn't shipped out yet?

Overnight Shipping is only available Monday- Thursday before 12PM CST. All orders received outside this time frame are processed the following business day. 

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!

How long is shipping?

Items will be shipped via USPS within 48 hours after confirmed/order and received payment. (ITEMS ARE SHIPPED MONDAY-FRIDAY ONLY, EXCLUDING WEEKENDS AND HOLIDAYS)

We will send you a notification email, with tracking info if applicable.The item is expected to arrive to you in 2-4 business days (EXCLUDING WEEKENDS/HOLIDAYS) once shipped. We'll do our best to provide affordable, reliable postal service and hope it'll arrive on time.

How often do you restock an item?

We like to offer the latest trends and have exciting new products arriving daily. This means not all of the items will be restocked – although occasionally stock may become available, so it’s worth checking for the item again. You could also look for something similar – all you need to do is type a description or trend into the search box on our website. Our New Arrivals section includes all our latest items, so it’s always worth a look!

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, 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 4 business hours 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 4 business hours 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 4 business hours 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.

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