Our policy lasts 30 days. If 30 days have gone by since your package arrived (based on the tracking), unfortunately we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging (backing card in good condition for pins). We cannot offer a refund or exchange once the product has been used unless the product is faulty or defective. Customer must contact our customer support before sending any returns. Returns must use our custom-issued return labels. Any orders placed through Facebook & Instagram are only eligible for refunds, and not exchanges. Customer will not be reimbursed for original or return postage.
Non-returnable items include:
Beauty: Makeup / Fragrance - All sales are final and cannot be returned.
Tea and any other consumable products - All sales are final and cannot be returned.
Gift Cards - Cannot be returned.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Cancellations are only available in the form of shop credit ONLY. Your order begins processing as soon as your order is placed - even for pre-orders. We aim to get all packages out within 24-48 hours of purchase. In some cases, we ship out orders same day. If your package has already been shipped, we cannot cancel your order, but we're happy to assist with a return for shop credit! Please read our FAQ for more information on this policy.
Users are allowed to use a single valid coupon at checkout. Discounts cannot stack and users cannot use multiple discount codes on a single purchase. Coupons can not be applied retroactively.
Multiple orders cannot be combined. Our system does not have a way for combining orders, so multiple orders that are placed separately - will go out separately.
Refunds & Returns (if applicable)
Refunds are given in the form of shop credit only.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and you will be given the refund amount in the form of shop credit within 48 hours. A voucher code will be emailed to you for the remaining balance in shop credit.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your spam email for a missing voucher code.
If it is still missing, then please contact us via email (firstname.lastname@example.org) regarding your missing shop credit voucher.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. If your order includes a coupon code, then shop credit will only be refunded in the amount paid after the coupon was applied.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, or for another size (clothing), please contact our customer service.
If an item is missing from your package, please email us within 7 days of receiving your package. This date will be tracked according to the tracking number associated with your package. If more than 7 days have passed since your item was received, unfortunately we cannot offer you a replacement item or refund for any missing items reported. That said, we triple check all orders during packaging, so missing items are not common.
To return your product, please email us for a return label.
Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
All international orders are responsible for customs and import taxes. Lively Ghosts will not be held liable for custom fees or import taxes.
Missing or Broken Items After Shipment
To be eligible for a refund or replacement for a package that is missing or includes broken items, your order must include Route Shipping Protection. Lively Ghosts will not be held liable for orders that do not include shipping protection. This shipping protection is automatically added to every cart upon purchase through www.LivelyGhosts.com, unless manually removed by the customer. By removing the shipping protection, the customer voids all assistance in a refund or replacement of items.
Route Shipping Insurance
Route is a third party application, that allows customers to buy shipping insurance for all orders. Route ensures protection of customers shipment in case of lost, stolen, or damaged.
In order to apply for Route's Shipping Insurance, you are given the option to add the insurance during check out. If you add Route's Shipping Insurance to your cart at check out, you will receive an email with instructions of how to file a claim if necessary. You can also proceed to file a claim here.
- An order is considered lost if tracking never confirms package status as "delivered"
- If tracking shows no movement or looks to be stuck after exceeding the appropriate amount of shipping days, then orders may be considered lost and a claim will need to be made
How many days following the last tracking update should I file my claim?
- Domestic orders - 7 days
- International orders - 20 days
Claims for orders lost in-transit must be filed no later than 30 days from the last available tracking update.
- An order is considered stolen if tracking confirms package status as "delivered," but not received
- Route asks that you wait 5 days from the day your package status was marked delivered before reaching out and filing your claim
Claims for stolen orders must be filed within 15 days from the date your package was marked delivered. Any claim for more than $100.00 will require a police report.
- If your item arrives damaged, unusable, or in an unacceptable condition, Route encourages customers to file a claim immediately
- Please include photo reference of damaged item and packaging received
Claims for damaged orders must be filed within 15 days from the date your package was marked delivered.
Visit route.com to learn more.