Policies + FAQ
ordering / domestic shipping / international shipping / returns / contact
What currency are your prices in?
All prices are displayed in US dollars (USD).
How do I know it will fit?
We specialize in selling preloved clothing, shoes and accessories from around the world. Because of this, each piece is in essence "unique". For this reason, we list the measurements of each item in the item description. We recommend comparing the measurements listed to your own, or to a similar item you have at home. Doing so will ensure the best fit. To see exactly how we measure refer to the size guide.
Sometimes the size marked by the manufacturer does not reflect its actual size. If this is the case, it will be noted in the listing and it will be sold at the size we believe it would best fit.
If you have additional questions regarding fit send us a message. We are more than happy to help.
Is it clean?
Each item is cleaned and inspected before it is sold. Our cleaning processes include: steam cleaning, handwashing or machine washing. The cleaning method we use for each item depends on the specific care requirements noted on the manufacturers care tag. We strictly use detergent free from dyes and perfumes.
Because most of our items are preloved, there are times we cannot remove a spot/stain/scent. If this is the case, it will be noted in the description, under "condition". We always list any flaws the item may have.
After cleaning, our inventory is stored in a pet free, smoke free environment and individually wrapped. We do this so that it arrives to you as pristine as possible!
Will you hold/reserve something for me?
Sorry, we have a strict no hold/reserve policy. If you see something you love we encourage you to grab it before its gone. We have no way to guarantee the item will be back in stock.
What if I need to change or cancel my order?
Once an order is placed, we’re unable to make any changes. You can request to cancel your order so you can place a new order with the changes you need. We process orders fast, and once an order ships we’re unable to cancel it.
If you do need us to cancel an order, please message us right away and be sure to include your order number in your request. We’ll do our best to catch it before it goes out.
Please make sure your shipping address is correct. Orders with invalid addresses may be returned to us and may delay delivery. If you entered the incorrect delivery address message us right away.
What’s the status of my order?
Once you’ve received your shipping confirmation email you can track it to see the status of your delivery. It may take 24 hours for tracking updates to appear.
What if my order is lost, stolen or damaged?
After an item ships we cannot be held responsible for lost, stolen or damaged packages. During the 2+ years we've been in business we've shipped out thousands of packages and not one of them has ever been lost or damaged. That doesn't mean it can't happen. If you are concerned about your order being lost, stolen or damaged we recommend purchasing shipping insurance with your order. If your order is shipped via USPS Priority Mail your order will automatically be insured up to $50.
How much does shipping cost in the U.S.?
Shipping cost is based on weight, destination and the shipping method you select at checkout. Please view your cart for a shipping estimate.
Do you offer free shipping?
We sure do! All domestic orders of $100+ will receive free standard shipping. Sometimes we have special free shipping promotions on orders under $100. To be notified of these please join our mailing list.
How long does it take you to ship?
We know you're anxious to get your goods, so we process orders within 2 days (excluding weekends and U.S. holidays).
How fast is your shipping?
USPS First Class Mail: 2-5 business days
USPS Priority Mail Express: 1 business day
USPS Priority Mail: 1-3 business days
How much does international shipping cost?
Shipping cost is based on weight, destination and the shipping method you select at checkout. Please view your cart for a shipping estimate
What service do you use?
International shipments are shipped via USPS Priority Mail. We do not offer USPS First Class on international orders.
When will I get my package?
USPS estimates arrival within 6-10 days to most destinations. This does not include any customs holds or delays.
Do you offer international overnight shipping?
At this time we do not offer overnight shipping on international orders.
Can my package be tracked?
Your package may be tracked using the customs form number included in your shipping confirmation email. Once your package leaves the U.S. we cannot guarantee tracking information will be updated.
If you would like your package to be tracked through delivery, please select one of the following shipping options at checkout:
USPS Priority Mail International Medium Flat Rate Box
USPS Priority Mail International Large Flat Rate Box
Is insurance included?
Insurance up to $200 is included in the shipping price. If your order is over $200 the additional value will not be covered unless you purchase additional insurance.
Will I have to pay duties and taxes on my order?
Duties and taxes are the responsibility of the buyer. We will not pay nor refund any duties and tax fees under any circumstances. We have no control on the amount of duties and taxes you pay, that is solely based on the laws of the country you reside in. Duties and taxes are calculated based on the items ordered, your shipment destination and the value of your purchase.
Can you mark my order as a gift?
Sorry, we cannot, under any circumstances, mark your item as a gift or misrepresent the value of your order in any way.
What is your return policy?
2020 UPDATE: Due to Covid-19 precautions we are NO LONGER ACCEPTING RETURNS.
Where do I ship my return to?
Returns are not accepted.
What if my return is late?
Returns are not accepted.
What if I need to exchange something for a different size or color?
Sorry, we are unable to process exchanges.
When will I get my refund?
Once we receive your return please allow up to 5 business days for your return to be processed by Prelovely, then 5-10 business days for your bank to post the refund to your account. Your refund can only be credited back to the original form of payment. We’ll send you an email when your refund has been processed so you know it’s on the way.
For any questions or inquiries please send us a message. Thank you!