Frequently Asked Questions
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 of 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 the Care Instructions section at 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: Why can’t I combine two discount codes?
Sale promo codes cannot be combined with discount codes of any kind at checkout.
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: How much is shipping?
Domestic shipping is free for orders $50 and over net of any discounts applied. If you need to return your order, the shipping is on us. We offer priority and overnight shipping via USPS or FedEx for a fee.
Unfortunately, we cannot offer priority to U.S. territories at this time.
Q: What carrier do you use?
We partner with USPS and FedEx to get your LIVELY pieces to you!
For orders with free shipping, USPS Priority.
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. Please note: we do not have the ability to change your shipping address once your order has been placed.
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. Orders placed after 11 am will require one additional processing day before they ship. Any orders placed on a weekend (Saturday, Sunday) or a holiday will ship the following business day. Saturday and Sunday are excluded from FedEx shipping days. Sunday is excluded from USPS shipping days.
Please Note: If you select FedEx 2 day or USPS Express shipping and place your order after 11am EST, you must allow 1 processing day and two full shipping days to receive your order. If you select FedEx Standard Overnight shipping and place your order after 11am EST, you must allow 1 processing day and 1 full shipping day to receive your order.
Q: How long will it take for me to receive my LIVELY pieces?
Once your order is placed, you’ll receive an email confirming we have received it. For orders placed within the contiguous United States, FedEx and USPS shipments are usually delivered within 7-10 business days from when the order ships. The shipping carrier may experience delays once the package ships. Saturday and Sunday are excluded from FedEx shipping days. Sunday is excluded from USPS shipping days.
Please Note: If you select FedEx 2 day or USPS Express shipping and place your order after 11am EST, you must allow 1 processing day and two full shipping days to receive your order. If you select FedEx Standard Overnight shipping and place your order after 11am EST, you must allow 1 processing day and 1 full shipping day to receive your order.
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.
Fragrance purchases cannot be expedited and must be shipped ground. Orders placed via ground are usually delivered within 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: Do you ship internationally?
We currently ship to the United States and Canada. If you live anywhere outside of the United States or Canada, we recommend checking out our collection with Nordstrom, as they do offer 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, orders outside of the US and CA are considered final.
If you place an order using a forwarder and have pre-order items, we recommend contacting the forwarder to ensure your items ship in one consolidated package to avoid additional charges.
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: 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
To initiate your return or exchange, visit returns.wearlively.com.
Q: What’s your return policy?
Want to return? No problem, shipping back your order will only take a moment!
We offer free return shipping in the US for all orders.
All return merchandise must be returned within 30 days of receipt, 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 with. Eau de parfum is final sale. Roller balls and candles are both eligible for return.
If something doesn’t work out, visit returns.wearlively.com to initiate your return and use the generated shipping label to package your item(s). Return shipping is via the US Postal Service and your return can be dropped at any post office location.
Make sure to print and attach the 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.
PELASE NOTE THAT THESE ITEMS ARE NOT ELIGIBLE FOR RETURN/EXCHANGE AND WILL NOT RECEIVE A REFUND:
• Any merchandise marked FINAL SALE.
• All undies and bodysuits are FINAL SALE.
• Damaged merchandise is not eligible for return, and you will be charged the full amount of the item(s).
Q: How do I ship my return order?
Visit returns.wearlively.com to initiate your free return/exchange. You will have the option to print your return label or display a QR Code. Pack up your items using the original packaging if available. Attach your new shipping label to the package making sure to cover up any old shipping labels. Drop off your package at any USPS location within 30 days of receiving your order - unworn, undamaged, & unwashed with all LIVELY tags attached. Final sale items can not be returned or exchanged.
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 do I know if an item is considered final sale?
Final sale items are noted in the “Style Notes” section of the item’s product description page.
Q: What does it mean when an item is removed from my return?
When an item is removed from your return, this typically means that it has been deemed ineligible for a refund by the returns team. Ineligible items can range from being worn, laundered, or perfumed to missing tags or hygienic liners.
Q: Do I need to return my free gift with purchase?
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 the items from a bundle, will I still get a discount?
Yes. When you buy a bundle, the savings/discount is applied across all items in the bundle. So if you return one item, you will be refunded for the portion of that one item.
Need another size? Looking for a different fit? We’ve got you covered with exchanges! To start an exchange, visit returns.wearlively.com.
Q: If I exchange one of my items from a bundle, will I still get that discount if I order a new item?
Absolutely! We understand that finding the right fit is important so your bundle discount will be honored when you place an exchange!
Q: I submitted my exchange request. How long will it take to receive my exchange item(s)?
Exchanges can take up to 5-10 business days from when we receive your return item(s).
Q: Why do I have extra exchange credit?
As our exchange portal does not recognize bundles or discount prices, you will be offered an additional credit to compensate for any discounts originally activated on your order, on the product(s) being exchanged. Your exchange credit is equivalent to the retail value of the product(s) being exchanged.
Q: Why can’t I see my exchange order in my account?
Once your return has been processed, your exchange order will be visible in your Order History.
Q: If I purchased my item(s) using a promo code or during a sale, how will this be reflected during the Exchange process?
As our exchange portal does not recognize sale or discount prices, you will be offered an additional credit to compensate for any discounts originally activated on your order, on the product(s) being exchanged. Your exchange credit will be equivalent to the retail value of the product(s) being exchanged. Final sale items can not be returned or exchanged.
Q: I’m having trouble exchanging my order. What should I do next?
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 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 program?
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.
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.
For all additional international inquiries, click here.
When will I be charged for my order?
If using a credit card, you will be charged once the order has shipped. If using PayPal, the order will be charged at checkout.
What carriers do you use?
Orders are shipped via DHL Express. Shipping is free for orders $120 CAD and over net of any discounts applied.
How long before I receive my order?
Delivery times depend on destination country/location and shipping method selected. An estimated delivery time and cost will be displayed for each option at checkout. Delivery dates quoted at checkout are an estimation only.
How can I track my order?
Do you take returns for online orders?
Yes! The cost for return shipping from CA is $20 CAD.
How much is shipping?
Shipping is free for orders $50 USD/$120 CAD and over net of any discounts applied. If you need to return your order, the shipping is on us for all US orders. We offer priority and overnight shipping via USPS, FedEx, or DHL for a fee.
Unfortunately, we cannot offer priority to U.S. territories at this time.
What’s your return policy?
To start a return, click here.
Want to return? No problem, shipping back your order will only take a moment!
- All return merchandise must be returned within 30 days of receipt, 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 with. Candles are eligible for return.
- If something doesn’t work out, go here to initiate your return and use the generated shipping label to package your item(s). Return shipping is via DHL and your return can be dropped at any post office location.
- Make sure to print and attach the 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 sales outside of the US & CA are considered final. 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.
- LIVELY does not offer free return shipping for International orders.
Returns will be through DHL and the refund shipping cost will be deducted from the return amount. Direct exchanges are not available for international orders at this time. Keep the Return Tracking Number for your package to monitor the delivery status. Once your order is received back at our warehouse, please allow up to 3-5 business days for our returns team to process the items.
Can I return an international order to a store?
Stores cannot accept international returns at this time.
Are gift cards available?
At this time, we do not offer International gift cards. Stay tuned!
What are LIVELY Rewards?
Earn points on all purchases. Points can be used on any products on our site, excluding gift cards. To earn even more, refer friends using your unique referral link. Snag 100 points for every friend who signs up for LIVELY and makes a purchase. How sweet is that?
*All other questions can be directed to help@wearlivley.com*
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 daily gives the elastic time to rebalance between wears and ensures 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.
Did we miss anything?
If you have any additional questions or concerns, please reach out to help@wearlively.com.