FAQ

FREQUENTLY ASKED QUESTIONS

**Please check your spam folder for any email responses from us if you don't receive a response from us to your inquiry within 2-5 business days**

TRACK YOUR ORDER, HERE!

ORDER PLACEMENT & PROCESSING:

You are out of stock on an item I want, when will you restock?

Great question! Restocks will vary by item. If an item is sold out, there's a snazzy button on the product page that says 'Notify Me When Available' ~ give that a click & enter your info to be notified the minute that item is back in stock! So perfect, right?

Often, restocking an item is based on demand. We keep an eye on how many of you sign up for those 'Notify Me When Available' alerts, so if you really want a sold-out item, be sure to click that button! We try our best to restock all the pieces that you love most!

Planned Restocks:

31 Collection pieces: Select items will restock throughout the year.

Frequent Restocks:

Beanies, Art Prints, Enamel Pins, Sleep Masks, and Sleepwear: Restock every season.

Not seeing what you're looking for? Please read the text in black above to be notified when items are back in stock.

I need to cancel my order.

We aim to get all packages out within 24-48 hours of purchase, and our processing does begin right away as soon as an order is placed (even for pre-orders). Because of this, we can only provide cancellations in the form of shop credit ONLY.

Cancellations will receive a 100% refund in the form of shop credit, as long as package has not yet been shipped. Please note that if your order has already been shipped, we cannot cancel your order, but you can apply for a shop credit refund & a return label to return your product. In this circumstance, shipping will not be refunded. Please contact Lively Ghosts Support to let us know that you wish to cancel your order.

Can I track or check the status of an order? Of Course!

Firstly, you can always check the status, here.

You will receive several email communications related to the status of your order once it has been placed. An email will be sent confirming your order has been received and is being processed by Lively Ghosts. You will also receive an email as soon as your order has shipped, which will include tracking information. If you add Route Shipping Protection to your order, you will also receive emails from them regarding your order confirmation & shipping details.

How can I verify that the order I placed online went through? Check your email! You will receive an automatically generated email that acknowledges that your order has been received. It may also end up in your spam, so be sure to check there.

You can also check this status, HERE.

If you still do not receive an email, please Lively Ghosts Support.

How do I use store credit?

If you’ve been issued store credit, the store credit/gift card will have been emailed to you! If you cannot find the email, please check your spam folder, or contact our Lively Ghosts Support and we will re-send the information.

How do I use a coupon code?

When you get to checkout, there will be an option to add it at the end. Some promotions and codes cannot be combined. Users are allowed to use a single valid coupon at checkout. Discounts cannot stack and users cannot use multiple discount codes on a single purchase. Coupons can not be applied retroactively.

Can I combine orders?

Unfortunately our system doesn't have a way for combining orders, so multiple orders that are placed separately - will go out separately.

SHIPPING:

Do you ship internationally?

We do! We ship to just about every country in the world. Additionally, Lively Ghosts products are carried in stores across the globe. Check out our Retailers Page to see if there is a retailer near you.

How much does it cost to ship to me?

Price varies based on your exact address + the final weight of your package. In check out, enter your SHIP TO Zip Code, State and Country in the Shipping Calculator at the bottom of the Check Out page. Make sure to select your shipping method in the drop down box. The shipping amount will display under your subtotal a the top of the page.

I'm an international customer. Can the cost of my order be lowered to avoid customs fees?

We cannot lower the dollar amount on international orders in order to avoid custom fees. We do not cover, nor are we responsible for, customs fees placed on international orders.

Can I change the shipping address on my order?

Yes, as long as your order hasn't shipped yet. If you need to change the ship-to address on an order, you may contact Lively Ghosts Support to request the change. We are here to help!

When will my order ship?

Current processing times will always be displayed at the top of our website in the header bar. Average processing times are 1-2 business days, though they can be a bit longer during Autumn & Winter due to high volume of orders.

You can also check the status of your order, HERE.

When will my pre-order ship?

If a product is on pre-order, that means it is in the process of being made, woo! Estimated ship out dates are provided on the product’s page, in the description. Please also reference the deadlines posted just above this question. Please note that we ship your entire order in ONE shipment, including items are already in stock. If you do not wish to wait until pre-order production is finished, please order in-stock items separately from the pre-order products.

How long until I receive my order?

We ship out of Statesville, NC, and our processing times are about 1-2 business days. After being processed, it goes to the shipping carrier (ie: USPS, UPS, Fedex). On average, shipping via carrier takes 2-7 days depending on your location. International orders typically take about 1-4 weeks, depending on customs clearance timelines. After we hand your package to the carrier, we have 0 control over the speed of its delivery.

My tracking hasn’t updated.

We can only imagine how excited you must be for your Ghostie Mail, we promise it's worth the wait!

Our shipping carriers (ie: USPS, UPS) come to pick up from our shipping facilities every other day, so usually tracking does take a few days to update after the label has been printed as we await their pickup. Additionally, we ship out hundreds and sometimes thousands of packages at a time, so sometimes it can take those shipping carriers a week or so to get everything scanned in. Rest assured, we’re hopeful that your tracking will update soon! If another week or so goes by, please contact Lively Ghosts Support and we will check with the shipping carriers directly about the whereabouts of your package.

My package says delivered but it isn’t here.

This is oddly a super common thing with shipping carriers this year. In every case where a customer has had the same issue - it always shows up within the next few days. We have no idea why, but 100% of the time it shows up! So strange, right?!

For all orders, we always recommend going the safe route and adding Route Shipping Protection to your order. This is automatically applied at checkout, and it’s usually under $1. In these cases, you can totally reach out to Route with this information, and they should be able to either track down your package, or offer you either a refund or replacement item. As long as you add Route Shipping Protection, you’re totally covered.

Oops! I entered the wrong shipping address for my package. Now what?

We are sorry that this happened, and we have definitely been there. We understand that mistakes happen, and we want to do whatever we can to get your package to you ASAP!

If you have made an error in entering your address, we will need to send you an invoice to cover the complete cost of re-shipping your order once it has been returned-to-sender. We understand that that means your package will take longer to arrive, and we will do everything we can to get your package to you quickly. If you prefer to not have it re-shipped, you can apply for a refund via Shop Credit, and you will receive a voucher for the total of your order, minus the shipping cost. The shipping carriers do not refund us the cost of the shipping label, so we can't refund it here either unfortunately.

This policy is not our preference, nor is it our first choice. However, the simplest solution to this problem is to carefully enter and review your address as you are placing your order. If you realize there is a problem with your address, please contact us as soon as possible, and we would be happy to fix it!

RETURNS & EXCHANGES

We do offer returns! Our returns are provided in the form of shop credit only. Please contact our Customer Support Team or go to our Returns Page to request a return or exchange. Returns must be requested within our 30 day policy.

You can read more on our refund policies and terms of service.

ORDER PROBLEMS (AFTER RECEIVED)

I have received my product but an items is missing/incorrect? We do everything possible to get you exactly what you want, but we are human. In the event that a mistake is made or an item is missing, we will take care of the issue right away. Please contact Lively Ghosts Support. We are here to help!

Please note that Route Shipping Protection is automatically added to every cart upon checkout, and guarantees protection in case your order is lost, misdelivered, stolen, or arrives damaged. If you decide to manually remove the shipping protection from your cart, any and all options for help for the above situations becomes void.

Question not answered above? Contact Lively Ghosts Support and we’ll be happy to help!