FAQ
Ordering/Payments
What currency does your site use?
We will process your payment in your local currency. There are however some limitations and special cases in which we will have to charge your card in USD. In those cases, the conversion is handled by your financial institution.
What payment methods are accepted?
Credit Cards
We accept Visa, Mastercard, Discover, American Express, Maestro, and CB Bank. Note, that cards issued that do not carry one of these logos will not be accepted, therefore we recommend using PayPal as an alternative.
Shop Pay Installments
We’re proud to offer more ways to pay. Now you can pay over time with Shop Pay and choose the best plan for you.
For more information visit the Shop Pay Installments FAQs Page.
Paypal
Use any form of payment method in your PayPal account in your country. Once you have added a payment method, you can use our one-click PayPal express feature for a fast checkout.
Store Credits
Currently available for all full-priced orders.
Each credit carries a code that can be entered when completing checkout.
Digital Gift Cards
Digital Gift cards are now available for purchase and use within the United States and all international locations. They are delivered by email and contain instructions to redeem them at checkout.
Please note for all international gift card purchases, there may be slight discrepancies in the value redeemed compared to the value originally purchased. This is due to our website operating in USD and the gift card passing through multiple currency conversions to be delivered to you. Please email us if you have any questions about your gift card purchase.
When will my order ship?
Most orders ship within 10-15 business days of ordering from our Los Angeles sewing studio, pending availability and credit verification.
Once your order has shipped, you can expect it to take 2-7 business days to arrive! Please allow an additional 10-14 processing days during sale periods. If you need your item(s) sooner you can choose an expedited shipping method for an additional cost at checkout. Any additional shipping costs are nonrefundable.
Expedited orders will be shipped within 2-5 days if placed before our cut-off time of 12 PM PST. Please note that the order must say "Express" as the shipping method in order to be processed within the Expedited time frame.
We do not process or ship orders on the weekend or U.S. holidays, and we do not offer Saturday delivery. LURELLY is not responsible for delays due to local disruptions or weather systems.
Order Verification
All orders may be subject to order verification. This is to ensure the protection of our customers, we want to ensure that every order that ships is authorized by the cardholder. If we put your order on hold we will reach out immediately to ensure there are minimal delays in processing time.
Do you have an option for Gift Wrap or Gift Messages?
You can now include a gift message with your order by leaving a note on your order or emailing us the information along with your order number.
All orders are shipped with a packing slip that does not include pricing information and is wrapped in our exclusive Lurelly tissue paper.
How should I choose the best size for me?
We have a size guide that serves as a general guideline to help you find your size listed on each product page.
We have a wide range of silhouettes and product categories so each style will have different exact measurements. If you have any questions about a specific style you can always contact us and we will be more than happy to help you find your perfect size. You can Email us with any questions. Please include your bust, waist, and hip measurements so we can help as efficiently as possible.
What if I need to change or cancel my order?
Once an order has been placed for more than 24 hours, we are unable to make any changes.
If you need to cancel your order you can cancel until 12PM PST the following business day. To cancel within this timeframe, email us and include your order number in your request. If you decide against your purchase after the allotted timeframe, the order will be shipped to you and you’ll send it back as a normal return for exchange or store credit if eligible.
What is the status of my order?
If you did not receive an order confirmation please check your spam folder.
Once you have received your shipping confirmation e-mail you can click on the tracking link provided to see the status of your delivery.
Please note it can take up to 24 hours for tracking updates to appear. Any information about back-ordered or canceled items will be included in a separate email.
What if I received a damaged item, I'm missing an item or I received an incorrect item?
We hope this doesn’t happen to you, but if it does (our apologies in advance) email us right away and we will get it taken care of for you!
If your package gets stolen after delivery, please contact your leasing office, renters insurance & or your local police.
We are not responsible for stolen orders that are shown as delivered. If your package gets lost during delivery, please file a claim with your local delivery service, all packages sent out are insured and the cost can be recovered through the courier company.
Sale & Promotions
What does it mean if an item is marked Final Sale?
All items that are marked final sale have been marked down in price and cannot be returned for a refund or store credit, or exchanged for a different size, color, or style. We do understand that buying Final Sale items can be difficult, so please contact us prior to placing your order if you have any questions regarding sizing, fabric, or fit.
Can I return an item marked Final Sale?
All items marked Final Sale cannot be returned for a refund or store credit, or exchanged for a different size, color, or style. If you send back an item marked Final Sale we will not process this return, once it is received at our warehouse it will be automatically shipped back to you.
What if I received a damaged item that was marked Final Sale?
We hope this doesn’t happen to you, but if it does (our apologies in advance) email us right away and we will get it taken care of for you!
I ordered something and now it’s on sale or there is a limited-time promotion; will you match the new price?
Unfortunately, we do not offer price adjustments for items that have been marked down or during sitewide promotions. We apologize for this inconvenience!