FAQs

How do I contact Customer Care?

Should you have anything you wish to discuss with our Customer Care team please email care@lavishalice.com or raise a ticket online. We can usually get a reply to you the same day during working hours (7:00 - 16:00) - however it can sometimes take up to 48 hours during busier periods.

Also, please note, our offices are closed over the weekend & public holidays, so a reply may take a little longer.

What are my delivery options?

Please visit our delivery & returns information page to see the shipping options available to you, visit the page here.

Can I make a change to my order?

Unfortunately once your order has been placed we can not cancel or make any amendments to the order - this includes sizing, delivery options and delivery address.

The item I want is sold out, is it coming back?

Our items are exclusively sourced and produced. Sometimes collections are only available in small quantities or are limited edition, meaning they are often limited on stock. Popular styles are usually restocked and you can sign up for out of stock notifications on the product page. 

Are your clothes true to size?

We work hard to ensure our clothes are a true fit. Should you be unsure, we recommend you select your usual size. If you are between a size, we would suggest choosing the smaller size of the two. We have a full size chart available on the product pages. If you want to ask the experts, our Customer Care team should be able to help you. Please email care@lavishalice.com

How do I apply a discount code?

Sometimes we offer discount codes to use on our site. To redeem, please select the shopping bag icon at the top right hand side of the page once you have your items in the basket. Select 'View Your Bag’, and enter the discount code and select ‘Apply’. If the code you are using is valid, it will automatically apply to your shopping bag. 

How can I return an item?

Please ensure the returned items are unworn, unwashed and undamaged. Ensuring the tags and labels are still attached and undisturbed.

You can find out more about our returns policy and access our returns portal here

Do you offer exchanges?

Exchanges can only be made for a different size of the same item. If the size is unavailable a refund will be issued in accordance with our returns policy.