Order Processing Time: 7-10 Business days from Purchase date
(Business days do not include Weekends)
All order inquiries should be made to: [email protected]. Please do not DM or leave comments on the Instagram Page.
Direct Messages will have a slower response rate due to high volume of DMs, it is easy for your DM to get lost and buried below all other messages.
How soon will I get a response?
Email response time is 48-72 business hours. (this excludes weekends).
Is there a number I can contact?
At this time, we do not have a phone line you may contact. However, it is coming soon. The best way to reach us is via email.How do I cancel my order?
There are no order cancellations.
How do I get a refund?
No refunds are issued, only store credit.
Is it too late to exchange an item?
All exchanges must be made via our Returns Portal. Exchanges must be initiated no later than 15 days after order fulfillment date.
Will I receive a prepaid shipping label?
We do not provide shipping labels for returns or exchanges. Prepaid labels will be provided for damaged items and or incorrect items received.
How should I ship my item?
When returning an item, we recommend using USPS Flat Rate Shipping or First Class Package as it is the most affordable shipping option.
I received the wrong item and need to send it back, am I still responsible for return shipping?
No, if the mistake was made on our part, we will cover the shipping costs for the return.
Where do I send my exchange to?
Exchanges should be made sent to: PO BOX 3842 Chatsworth, CA 91313. Please be advised that if you send back an item after it has been worn and or stained, we can not offer store credit and will ship it back to you at your cost. There will be a new cost to re-ship it back to you. If you do not want it back, we dispose of it and no refund will be issued. Please make sure items are in new/unworn condition before sending in for an exchange.
What should I include in the package?
Please include the name and order number associated with the order as well as any special notes.
Is my item eligible for an exchange?
Due to hygiene and resale purposes, the following items are FINAL SALE and are not eligible for exchange:
swimwear, bodysuits, intimate apparel, accessories, footwear and sale items. Items purchased during big sales or Giveaways
Does my store credit expire?
Store credit does not expire, and can be entered in the discount code box at checkout.
How long will it take to receive my order?
After receiving your tracking number, most domestic orders take anywhere from 3-5 business days to arrive depending on the efficiency of your local postal service.
Please allow a 7-10 business days processing time added to each order before it is shipped out. Processing days can be calculated from the day you receive your confirmation number. Please note, we are not responsible for any lost or stolen packages! If you believe your package may have been lost or stolen, please contact your local post office for further investigation.
My package shows it was delivered but I did not recieve it. What now?
Double check to make sure your address was entered correctly. Check with your neighbors or anyone in your household who may have received your package. Finally, if all else fails, contact your local post office for further investigation. However, once a package is marked as Delivered it is out of our hands. If you insured your package with route, you may be eligible for a replacement. Please visit our route portal for more information.
Where can I find my tracking number?
Tracking numbers are sent via email. If you do not see it, you may need to check your spam folder and double check to see you entered your email correctly at checkout.
My package was returned, what do I do now?
If your package was returned to our PO Box, it may be due to one of the following reasons: Invalid or incomplete shipping address. You will receive an email from us letting you know that your package was returned to us. Customers receive a one time complimentary re-shipment free of charge. Any future orders with incorrect address will be charged the original label cost.
Please note, we do not have control over the Postal Office returning packages.
What if I do not want to pay the re-shipment fee?
In that case, your order will be cancelled and an e-store gift card will be issued to the email associated with your order.
Refunds take anywhere from 5-7 business days to settle.
If 7 business days have passed and you still have not received your refund, you may need to contact your bank.
I received an email saying that my order was flagged as medium/high risk. What happens now?
Any orders that come in as medium or high risk fraudulent will need to be verified before being shipped or canceled.
This is done to ensure the cardholder and merchant's safety and to minimize the chance of bank charge backs from cardholders who have been victim of fraud.
Why is my order showing as Medium or High Risk?
Your order may be Medium or High risk if it meets any of the following criteria below:
- Multiple failed payment attempts were made to place the order (raises concern of stolen cards being used)
- CVV is incorrect
- IP Address where order was placed is nowhere near the ultimate shipping destination (example, order placed from China but being shipped to UK, this is cause for concern and raises red flag of possible credit card fraud).
- Billing and Shipping Address are not an exact match
What can I do to make sure my order does not fall into Medium/High risk?
When you place an order, make sure it does not meet any of the criteria above that may make it susceptible to fraud.
Make sure billing and shipping addresses match and that location of order is in the vicinity of final shipping destination.
If you have recently moved, you may need to contact your bank to update them with your new residence address.
All International orders are shipped via DHL only. This is to ensure that your package gets to you safely and securely. Shipping Rates range from $27 and up depending on the weight and destination of your package. You may check your shipping rate on the checkout page. Please allow 2-3 business days to receive your order.
Please be sure you are home to sign for the package. DHL will attempt to deliver a package more than once but eventually it will be sent back to us if you are not available to sign. There will then be a new charge to re-ship it back to you.
We are not responsible for any "lost" or "stolen" packages through the post office. We strongly advise to pay ($1-2) to insure your package in the event that it does come up missing.
When my order was delivered I was charged a customs fee, why?
Custom fees are charged by your country and are not the responsibility of lebaccarat. Each country has different customs regulations. For more information please contact your local customs department before ordering.