Frequently asked questions:
What is a billing address?
A billing address is the address where you are receiving the statements for your credit card.
Attention: please enter the billing exactly shown on your statement.
For example, if your billing address is Apt 123, you must enter Apt 123 during checkout page.
Entering #123, suite123, apartment 123, unit 123 will not pass the address verification.
If your zip code is 10001 but you type 10002 in the address filed, the transaction will fail.
The address check is conducted by the computer system and it will reject any discrepancy.
What is a shipping address?
A shipping address is the address where you would like your order to be sent to. The address where you want to receive your orders is called the Shipping Address.
For example, if you order a product and would like the product to be delivered to your friend's or family's address, please enter their address.
Customers are responsible for any typos, incorrect addresses, incomplete or missing unit number that is not entered in the shipping address field. If the package is lost or not delivered due to a customer's mistake, Lovely Decor will not be liable and do not offer refunds. Therefore, please make sure you enter the shipping address correctly. If there is a unit number followed by your street address, you must enter this unit number otherwise your package may be lost easily.
Why is my payment refunded?
If your address doesn’t pass the address verification or your information didn't pass our fraud prevention software, we will refund your payment.
Do you provide express shipping?
No, we do not provide express shipping.
Why is my credit card declined?
Declines can happen for a variety of reasons. When we submit a charge to your bank, they have automated systems that determine whether or not to accept the charge. These systems take various signals into accounts, such as your spending habits, account balance, and card information like the expiration date, billing address, and CVC.
If all of the card information seems correct, it is best to contact your credit card’s issuing bank and ask for future charges to be accepted. Your bank can see that we are a Canadian business which does not correspond to your spending habits. Therefore, they rejected the transaction.
Did my order go through successfully?
As soon as an order is placed we send out an email confirming we have received the order. However, sometimes our emails go astray. The most common reasons are:
- 1. Our email has reached you but has been caught up in the spam folder on your email account so please check to see if the email has arrived there
- 2. If there is a small typo in the email address this will also prevent the email from reaching you. Do check your account details that your email is correct.
As you were placing the order you should have arrived at a successful order screen that would have your order number on it. If you reach this screen then your order has gone through successfully. If you have set up an account with us you can log in to your account on the home page of the site and check your open orders. If you didn't receive the order confirmation email, which means your order didn't go through and we didn't receive your payment.
My credit card was declined, but I was still charged!
Don't worry, you are NEVER charged for declined orders.
If the billing address, zip code, or card verification code does not match what your bank or credit card company have on file, or the information you provided didn’t pass our fraud prevention software, we will decline your card. Please be aware that most banks will hold the "authorized" funds (counting against your balance until the authorization clears) even if your order was rejected by our security measures. Such authorizations are merely "pending" charges, and funds will NOT be transferred because the charge attempt failed our security measures.
Lovely Decor does not have the capability nor the obligation to release the bank's temporary hold on authorized funds. Since we do not have the capability to release the bank’s temporary hold, we can not be responsible for the policies of the customer's banking institution regarding the holding of authorized funds. Please note that authorization fund holds last for varying periods, depending on the issuing credit card company's policy. The period may be as little as 5 days or as long as several months.
This is NOT a situation unique with this website, but it is how virtually all online transactions are handled.
We offer our sincerest apologies for this inconvenience, but there is absolutely nothing Lovely Decor can do to prevent it. Customers who feel their funds are being held too long should contact the bank that issued their card. This phone number is generally located on the back of the card.
Unless there is a problem with your order (i.e. your item is out of stock or delayed) we have a no cancellation policy. Once your order has been placed and processed, it is impossible for us to catch it and cancel it for you. You must wait to receive your item and then if applicable, you may send it back for an exchange or refund (shipping charges are non-refundable).
Do you have a coupon code?
Yes. You can share a product you like with others and get 10% off.
Just click the 10% off bar on the right of the website and use twitter, facebook, pinterest to share the product page. The 10% coupon code will be displayed. Please enter the coupon code in the coupon code field on the checkout page. Our site does not purchase any types of advisement clicks as the cost will definitely increase the product cost and that would not be good for our customers. We would rather keep the costs low and give discounts to our customers instead.
Orders cannot be changed. For examples, we cannot change the color or size of your curtains.
There is no pressure to buy so please take your time to make a decision.
FOREIGN TRANSACTION FEES - Who is getting that money?
Some of Lovely Decor clients have contacted us regarding the foreign currency transaction fee(s) that were charged to their credit card. Often, our clients have the misunderstanding that Lovely Decor may be responsible for these charges. This is incorrect. We have even heard that some issuing banks have denied these charges had originated from them. Previously, this was not a common practice, however, lately the charges have happened enough that we feel it is important that we do our part to inform all of our clients who intend to make payments using their Visa or MasterCard that additional charges that may occur.
The extra fee is going to the bank itself (who may pass it on to the card provider like VISA, for example), and not to Lovely Decor. We are only getting the exact amount we show in your invoice, and we are not able to tell if the additional fee is being taken (otherwise we could note that in the invoice).
How much might you be charged?
Lovely Decor has no control over what the banks or credit card companies charge, but we have found that the foreign currency transaction fee for credit card purchases is normally comprised of two parts;
1. The fee percentage charged by the card payment network (such as Visa or MasterCard)
2. The fee percentage added by the card issuer (such as Citibank, Chase, Bank of America, etc.).
It typically appears to be 1-4% of the invoice cost that is added on to the total or charged separately to your card.
What you can do to find out if you may be subject to these extra charges?
If this is a concern for you, please contact your credit card issuing bank to ask if foreign currency transaction fees will be charged when dealing with Lovely Decor, situated in Canada or any foreign company for that matter.
Be sure to tell them that Lovely Decor is a Canadian company, we charge in U.S. dollars and all funds go directly into our U.S. dollar account in Canada.
While foreign currency transaction fees are now generally listed and disclosed by credit card companies, card issuers rarely publicize these hidden charges, preferring to leave them in the fine print.
If you choose to place an order, Lovely Decor is not responsible for any foreign currency surcharge and will not make any compensation for charges imposed by your bank or credit card company of your choice.
How long do refunds take to reach me?
Our merchant gateway submits any refund to your bank immediately. You will then receive the funds from a refund in the account approximately 5–10 business days after the date on which the refund was initiated. (This is an aspect of how the banking system works.)
Note that refunds may appear in the form of a reversal. In the case of a reversal, the original payment will drop off from the bank statement, and a separate credit is not issued.
Incorrectly Addressed & Non-Deliverable Orders
If orders are returned as undeliverable or refused, merchandise credit is less a 20% restocking fee and return freight cost. Outbound shipping is non-refundable.
When Will My Order Ship?
All Orders ship in 6-10 business days.
Tracking information is uploaded to your account if registered.
Do you accept returns?
Yes, we have 14 days return policy. Original shipping charge is non-refundable. You must request a return authorization number before mailing the return package. Otherwise, the package will be refused. Items must be unused, undamaged and in new condition.Please view the return policy page for details.
Turn the duvet cover or sham inside out and put it in a suitable sized mesh washing bag to protect the delicate materials. Only use the most delicate cycle. Line Dry. Don’t use the dryer.
Does the 12 x 16 and 12 x 18 size indicate pillow form size or overall size?
If you choose the 12" x 16", that means your cushion insert is 12" x 16". The ruffles are extra.
How to receive the 10% discount:
Please visit this page: If you do not enter the discount code at the time of checkout, you will not receive the discount.