FAQ
Q: When will my order ship?
At this time, we are experiencing delays in order processing due to COVID-19 and technological difficulties with our warehouse transition. Orders are currently taking between 3-5 business days to complete processing. We are working hard to get your order to you as quickly as possible and we appreciate your patience!
Q: When will I be charged for my order?
All orders are charged at the time of checkout. Our systems do not save your payment details past the checkout point for security purposes.
Q: My order shipped, but the tracking shows no updates - what's going on?
There are delays in pickups and in transit times from our carriers at this time as well. You may notice that your order will take longer to reflect transit updates than you are used to, but we are doing everything we can to get your items to you. Once you receive tracking information, please allow additional time for this to reflect updates.
Q: My order hasn't shipped yet - can I change/cancel it?
All orders begin to process in our warehouse systems within 1 business day of being placed. Many orders will begin to process the same day. Due to this, it is very unlikely that our team will be able to modify or cancel your order. Please use the messenger feature on the bottom left of your screen to quickly contact our team if you'd like to attempt to change or cancel your order.
Q: What makes LIVELY unique?
LIVELY is inspired by what we believe makes a woman sexy today; smart, healthy, confident, active and outgoing. LIVELY is not just about the product, it is about a mindset that reminds, empowers and enables us all to live life doing what we love, with the people we love. We call this...#livingLIVELY.
Q: How do you ensure quality?
Our team has more than 60 years experience in lingerie manufacturing, and we also have our own factories. This means that we know our stuff, and we put the utmost care into every component, from foam padding to J-hooks, fabric content, underwires and more. We’re also a brand that’s by women, for women—which means we know bras and swimwear, and we know how to make them great.
Q: How do I care for my pieces?
As with most things you love, a little TLC goes a long way. For details, check out our [Care section] on the bottom of this page...we got you covered.
Q: How does the LIVELY gift card work?
- All gift cards are digital and will be emailed immediately after purchase. These can then be forwarded to the lucky recipient.
- Gift cards are final sale and non-refundable.
- Gift cards expire One (1) year after purchase.
- To use a gift card, just type in your gift card code in the "Gift card or discount code" section at checkout.
- If you don't use the entirety of a gift card the balance will remain and can be used toward future LIVELY purchases.
- Gift cards can go toward LIVELY pieces, but cannot be applied to shipping.
- If a return is made on a purchase that used a combination of a gift card and another form of payment, your gift card will be refunded first. The balance of the refund will then be applied to the other form of payment.
Q: How do I speak to a real person?
You can hit us up at help@wearlively.com anytime, anywhere. You can also use the chat bar in the bottom of the site, or call us at 1.855.532.2810 Monday through Thursday, 10am-6pm EST and Fridays 10am-2pm. Outside of those hours, just leave a message in the chat box or a voicemail and we’ll get back to you asap.
Q: What sizes do you carry?
Our size range currently includes 32A to 38DD for bras, XS-L for bralettes and swimwear, and S-XL, for undies, but we are constantly expanding our collection so more women can experience #livingLIVELY. If you haven’t already— join our mailing list to be in the know for when we launch new sizes and products!
Q: How do I know what size to get?
Check out our sizing guide here for directions on how to measure for the best fit.
Q: Can you provide more information about a style?
Of course! Specific fit and style details can be found on each product page, or you can always email us at help@wearlively.com, or call 1.855.532.2810, and we’d be happy to tell you more.
Q: What if an item I want is out of stock?
If an item is listed as “Sold Out” it will not be re-stocked. Other out of stock items can be pre-ordered, and will be shipped to you as soon as they become available. See the specific product page for expected availability.
Q: When will my LIVELY order ship?
Once your order is placed, you’ll receive an email confirming we have received it. Orders take 3-5 business days to process and once shipped you will receive a confirmation email complete with tracking number. You can also find the tracking number by logging in to view your LIVELY account.
Q: What if I paid for expedited shipping?
Expedited orders (FedEx 2 day, USPS Express & FedEx Standard Overnight) placed prior to 11am EST Monday-Friday will be shipped out the same day. Any orders placed on a weekend (Saturday, Sunday) or a holiday will ship the following business day.
Q: How long will it take for me to receive my LIVELY pieces?
For orders placed within the contiguous United States, FedEx and USPS shipments are usually delivered within 7-10 business days. If your shipment is being delivered outside of the contiguous United States, please allow for additional shipping time. Please note that we cannot guarantee ship time to Hawaii, Alaska, or APO, DPO, and FPO addresses located outside of the United States.
Q: Do you ship internationally?
We currently only ship to the United States. If you live anywhere outside of the United States, we recommend checking out our collections with Nordstrom, as this retailer does offer certain international shipping options. Some LIVELY customers also recommend using a freight forwarder, like HopShopGo. Please note that HopShopGo and LIVELY are not directly affiliated. Any customer service inquiries for HopShopGo orders should be directed toward HopShopGo. If you place an order using a forwarder and need your items to ship in one consolidated package, we recommend contacting the forwarder to request that they hold the shipment until all of your items have been packaged together in one shipment if you have any pre-order items. Additionally, all international sales are considered final as we cannot accept international returns at this time.
Q: How do I make returns?
Q: What is your return policy?
We have free return shipping in the US for all orders.
If something doesn’t work out, just send it back to us using the pre-paid shipping label that was included in your package. Return shipping is via the US Postal Service and your return can be dropped at any post office location.
All return merchandise must be returned within 30 days of receipt with, be unworn, undamaged, & unwashed with all LIVELY tags attached. For health and safety reasons, we don’t accept returns on undies or bodysuits. All swimsuits and swim bottoms must be returned with the hygienic liner attached and untampered. Make sure to use the included LIVELY return label. We cannot process your return if you do not use a LIVELY return label on your box. Our return label includes specific information that allows us to process your return quickly and ensure you receive any refunds due.Please note that all international sales are considered final as we cannot accept international returns at this time. We do not refund order shipping costs.
LIVELY is not responsible for missing return packages. We recommend getting a receipt for your return drop off as proof of return postage.
Q: WHAT IF I NEED TO RETURN A GIFT?
Got a gift but want something different? We got you! Just shoot us a note at help@wearlively.com and let us know you'll be returning a gift. Please make sure your items are new, unwashed, and with tags attached and we can issue you a store credit upon receipt of the returned pieces. Can’t wait to see what you pick next!
Q: How will my return be refunded?
Your return will be refunded to the original method of payment. We cannot process refunds back to any other payment method than the one used to place your order.
Q: I returned my order. How long will it take to receive my refund?
Once your return is received back at our warehouse, please allow up to 3-5 business days for our returns team to process the items.
Q: If I return one of my items from a bundle, will I still get that discount if I order a new item?
Our system cannot accommodate bundle pricing for exchange orders at this time. Please contact our care team at help@wearlively.com for assistance with exchange orders.
Q: How long will it take to receive Jasmine. Sea. Sun. fragrance orders?
Due to ground-only shipping requirements, Fragrance purchases cannot be expedited and must be shipped ground. If you are placing a LIVELY order containing both apparel and fragrance and you choose expedited shipping, the apparel will be expedited and fragrance will ship ground. Ground shipping usually takes 7-10 business days.
Due to ground-only shipping requirements, we cannot ship to Hawaii, Alaska, U.S. Territories, APO, DPO, or FPO addresses located outside of the 48 contiguous United States.
Q: What are LIVELY Rewards?
Inspired by the LIVELY ethos, Rewards are our way of saying thank you! Earn points on all purchases. Each $1 dollar you spend equals 1 Rewards point. Points can be used on any products on our site, excluding gift cards. To earn even more, refer friends using your unique referral link. For every friend that signs up for LIVELY and makes a purchase you get 100 points.
Q: What Happens to My Rewards Points if I Make a Return?
If you return an item, the Rewards Points points earned on the purchase of that item will be deducted from your account.
Q: Do my Rewards Points expire
Yes, Rewards Points will expire one year after your most recent order is placed.
Q: What happened to the perks?
The Rewards Program is the revamp to the Perks Program you know and love! The LIVELY Rewards Program is just like the perks, only now, you can level up the tiers to get even more points! The more you spend, the more your points are worth! There's so many fun ways to earn points and use them to redeem all kinds of cool rewards. Check them out on The LIVELY Rewards Page.
Bras undies and swim are like friends: treat ‘em with care, and they’ll stick around longer. Here’s what you need to know—and don’t worry, it’s as simple as can be.
- Bras need a day off, too.
If you worked all the time without any rest, you’d get worn out, and bras are no different. Rotating your bras on a daily basis gives the elastic time to rebalance between wears, and make sure that you’re always getting the best, most comfortable fit possible.
- Hand vs. Machine
Bras, undies and swim are delicate creatures by nature (they come in contact with the most delicate parts of your body, after all), and washing machines can be harsh. Hand-wash in cold water with detergent made especially for delicates, which will help avoid rips, bent wires and faded fabrics (amongst other things that can ruin your bra and your day).
- Air Apparent
The washer isn’t the only mean girl in town: the dryer can also do a number on your delicates and swimwear. After hand-washing, lay flat on a drying rack or hang over a waterproof surface. Do it at night, and in the morning you’ll have clean, dry undies and swim like it was NBD.
- Less is More
When it comes to washing your pieces, that is. You don’t need to wash after every wear. In fact, there’s no prescribed rule—just use your best judgment of when one is looking a little worse for wear. No free ride for underwear though—once is enough and into the wash it goes.
- Bag it up
When hand-washing is not an option, gentle does it. Invest in a lingerie bag (and by invest, we mean snag one for $6 off Amazon), and it will keep things from getting tangled or snared in the wash.
