FAQs
Order Management
Can I edit or cancel my order?
At PRVT LBL, we want to be sure you receive your order as soon as possible, so we start processing your order as soon as it's placed. This means we can't make changes like address updates, size swaps, or cancellations. The good news is most products are eligible for return within 14 days of fulfillment. Please refer to our Return Policy for applicable orders.
If your order is eligible for return, email [email protected] with your order number to request a return label.
What do I do if I receive the wrong item in my order?
We are sorry to hear you received the wrong item in your order! Please report your order issue to our team via email at [email protected] for further assistance.
Include a photo of the item received and the name of the missing item(s). Please double-check the package for any notes or packing slips that indicate your other item(s) were shipped separately.
While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll resolve the situation as best we can!
What do I do if my item(s) arrives damaged?
We strive to provide exceptional service and want to resolve this situation as quickly as possible. To assist us in addressing the issue, please email the following photos to [email protected]
- Clear images of any damage or defects on the product.
- Photos of the item in its original condition (unworn and unused).
- Photos of the shipping box as it was received, including any visible damage.
Shipping and Delivery
My order was marked delivered but it’s not here.
If your tracking shows that your package was marked as "Delivered" but you haven't received it, here are a few steps you can take:
- Check with Household Members or Neighbors: Sometimes packages are accepted by others in your household or nearby neighbors. Be sure to ask around to see if anyone has received or spotted your package.
- Inspect Your Property: The package may have been left in a hidden spot around your home, such as a side door, porch, or backyard. It's worth checking these areas just in case.
- Contact the Carrier: Reach out to your local courier to confirm the delivery status and see if they have any additional details or information about the package's location.
If all of this checks out and you're still unable to locate your package, email [email protected] as soon as possible. If necessary, we can initiate an official investigation with the carrier within 30 days of the delivery date. We may ask you to review, sign, and return a claim form to proceed.
What is your shipping policy?
We offer Standard delivery services within the US. Rates will be determined at checkout after the shipping address is entered.
We offer international shipping via USPS. Rates will be determined at checkout after the shipping address is entered.
International customers are required to pay duties & taxes and this amount will be determined by the customs agency and paid at checkout. We cannot change or refund any amount paid for duties & taxes.
You will receive a shipping confirmation email with tracking information as soon as your order ships.
Orders typically ship within 1-2 business days. However please allow up to 5 business days for your order to ship before reaching out to our team. If it has been more than 5 business days and you have not received a shipping confirmation email, please visit our help center here.
Once an order has shipped order changes and/or cancellations cannot be made. This is true even if the cancellation/change request was sent before the item shipped. Our team will try to handle any requests prior to the shipment of your order. However, at times, the order ships before our team has a chance to reach out.
How do I track my order?
Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page.
Tracking information may not be immediately available after your order is placed. It can take up to 2-3 business days for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.
How long does delivery take?
Delivery times for USPS vary depending on the destination and the distance from our warehouse. On average, USPS delivery takes between 2 to 8 business days from the date your order is shipped. However, please note that delivery times can be affected by factors such as:
- Distance: Orders shipping to farther locations may take longer.
- Weather and Seasonal Delays: Certain times of the year or weather conditions can impact delivery times.
- Holidays: USPS may experience delays during peak holiday seasons.
Once your order has shipped, you’ll receive a tracking number via email to monitor the progress of your delivery. You can check the estimated delivery date through the USPS website or by using the tracking link provided in your shipping confirmation email.
If you have concerns or need further assistance with your shipment, feel free to reach out to our support team, and we’ll be happy to help.
How much does shipping cost?
The cost of shipping is calculated based on your delivery address, the size and weight of your order, and the shipping method you choose. Shipping costs will be estimated at checkout before you complete your purchase, allowing you to review and confirm the total cost of your order. Please note that shipping rates may vary depending on your location.
Returns
What’s your return policy?
Returns are free within 14 days of delivery. Returns must be sent back within the 14 days.
We do not offer exchanges at this time. If you would like a different size, color or style, we recommend placing a separate order for the item.
Products that are damaged, dirty, worn, without original packaging, without original tags attached or in any other condition we deem unacceptable will not be eligible for refund.
If a return is sent back and the item is damaged, dirty, worn, without original packaging, without original tags attached or in any other condition we deem unacceptable the customer will be required to pay return shipping if they would like the item sent back.
Returns/exchanges will not be accepted for final sale items.
Shipping fees collected at the time an order was placed are not eligible to be refunded.
Email [email protected] with your order number to request a return label. Return requests must be submitted within 14 days of the date the order was delivered.
How do I start a return?
Email [email protected] with your order number to request a return label. Return requests must be submitted within 14 days of the date the order was delivered.
When will I get my refund?
Once your return has been received it will be process for a refund within 5 business days. You will be notified via email when the refund has been issued.
Once you receive an email confirming the refund, it has been fully processed on our end. Please allow up to 5 business days for the refund to reflect in your account. If more than 5 business days have passed and you still haven't received your refund, we recommend contacting your bank or credit card provider to inquire about any potential delays.