ORDER & SHIPPING POLICY
If you're experiencing issues placing an order, please email us at orders@lacebytanaya.com. Our customer service team will respond within 48 hours, with weekend or holiday inquiries addressed on the next business day. We do not accept personal checks, money orders, or wire transfers. Orders can only be placed on our website.
A 9% sales tax will be added to all purchases shipping to California.
Processing Time:
Most orders are processed and shipped within 2-3 business days, not including production time. If you need your order by a specific date, please reach out or leave a note at checkout.
Black Label Crystal Garments:
These made-to-order pieces typically have a production time of 10+ days, but this may vary based on stock availability or import delays. If you require your order by a specific date, please contact us.
You will receive an order confirmation email upon placing your order, followed by a shipping notification email with tracking information. Please allow 24-48 hours for tracking to be updated. If you're unable to track your order, please contact orders@lacebytanaya.com for assistance.
Important Order Details:
Ensure your billing address and contact information match what your credit card has on file to avoid delays.
For international orders, please note that customs duties are not included in the shipping price and are the customer's responsibility. We cannot refund orders that are unclaimed or returned to sender due to unpaid duties or incorrect addresses.
EXCHANGES
Please note, we do not accept returns. Exchanges are only permitted with prior approval from a Lace by Tanaya representative via email or phone.
How to Request an Exchange:
- Contact us at orders@lacebytanaya.com or +1-213-352-4477 before sending any item back.
- Approved exchanges must be returned and received within 14 business days from the order date.
Conditions for Exchange or Store Credit:
- Items must arrive in original, unworn condition and will be carefully inspected upon receipt.
- Any items showing wear or damage will be returned to you in the condition received.
In most cases, defective or damaged items are eligible for repair or replacement. Please reach out to initiate the process.
We reserve the right to decline exchanges that do not meet these conditions.
LOST OR STOLEN PACKAGES
If tracking shows your package was delivered but you did not receive it, please notify us within 48 hours and check with your local post office or carrier. Packages are sometimes marked as delivered prematurely and arrive within 24 hours.
If your package is lost or stolen, file a claim with your local carrier immediately. Lace by Tanaya will not contact parcel services on your behalf. Once your package leaves our facility, the customer assumes all responsibility.
We are not responsible for refunds or reshipments in the following cases:
- Incorrect address or undeliverable packages.
- Shipments lost by the carrier.
- Stolen shipments.