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Customer Service

All PHANTOMLOVELY garments are made to order in-house in by the designer. Unless noted as in stock, most items are made to order. Please allow 2-5 weeks for your order to be completed before shipment. Production times can vary between the volume of orders, so your order may be completed sooner than the time specified.

If you would like to know the status of your order at any time, or if you have any questions on an item, we're here to help, so please take a moment to contact us at studio[!at]phantomlovely.com before purchasing.

ORDER CONFIRMATION
When your purchase is complete, you will receive an order confirmation email at the address you provided. Save this email for your records, as it includes an order number that you can use to check the status of your purchase. If you have questions about how to make purchases on phantomlovely.com, feel free to contact us through the website or via email at studio [!at] phantomlovely.com. We will respond to your inquiry within 2 business days.

PAYMENTS
We accept the following forms of payment: Visa, MasterCard, American Express, Discover and Paypal. We are unable to accept checks, cash or money orders.

In order for us to accept payment, your billing and credit card addresses must match.

SHIPPING
We currently ship within the United States, Australia, Austria, Bahamas, Belgium, Canada, Denmark, Finland, France, Germany, Iceland, Ireland, Italy, Japan, Lithuania, Monaco, Netherlands, New Zealand, Norway, Poland, Portugal, Singapore, South Africa, Spain, Sweden, Switzerland, United Arab Emirates and United Kingdom.

All items ship via the United States Postal Service. 

FREE SHIPPING
All US Orders 
Canada Orders over $250
International Orders over $500

Unless noted as in stock, most items are made to order and will ship within 2-5 weeks from the order date. If you have ordered multiple items and some are made to order, we will wait to ship the entire order together. We will let you know as soon as your order is completed and ready to be shipped, providing tracking details when available. Delivery time will vary depending on postal service and country of destination.

All items are insured against accidental damage whilst in transit from our studio to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance. If your box is damaged upon arrival, we recommend that you either refuse the delivery, or make a note when signing for it that you are accepting a damaged box. We are not responsible for the loss or theft of your order once it has been marked as delivered. Please ship your order to the most secure address.

Due to the high value of the goods that we sell, we require proof of delivery for all orders. This means we are unable to authorize packages to be delivered without a signature.

EXCHANGE RATES, DUTIES AND TAXES
Duties and taxes are set by the destination country customs authorities. Import duties, taxes and charges are not included in the item price or shipping charges. These charges are the buyer’s responsibility. Please check with your country’s customs office to determine what these additional costs will be prior to purchase. 

RETURN POLICY
In general, all sales are considered final. Our garments are made to order to the highest possible standard at the time of purchase and go through an extensive quality control check prior to shipping. It is highly unlikely that you will receive a substandard garment from our studio. Should you have a problem, please email studio [!at] phantomlovely.com with details of the issue. Note: We do not accept returns or exchanges for "change of mind". All claims must be made WITHIN FIVE (5) DAYS after receipt of goods.

Returns/exchanges must be in original condition, unworn and unwashed. We reserve the right to refuse a refund or exchange for items that are not in re-sellable condition. We may make such determination based on a variety of factors including, but not limited to, the appearance, smell, and/or general condition of the item when it is returned to us. Do not spray with Febreze, or pack your return with dryer sheets. Your return will be refused. Items refused a refund or exchange will be returned to the sender. Our decision is final.

ORDER CANCELLATION
We reserve the right to cancel your order at any time, at our exclusive discretion. Orders may be cancelled for several different reasons. If your order is declined, you will be made aware via email. Full refunds of purchase price and shipping costs will be made upon cancellation of the order.

The products available on the site are for personal use only. You may not sell or resell any of the products you purchase or otherwise receive from us.

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