PINK LUCY DESIGN HOUSE I Custom I Bespoke I One of a Kind Apparel I Made in the USA

Customer Care

Return and Exchange 

PRODUCTION TIMES UPDATED ON 4/1/2017

RUSH ORDERS ARE AVAILABLE. PLEASE CONTACT US IF YOU NEED AN ORDER BY A CERTAIN DATE. 

PLEASE NOTE:

  • WE ONLY HOLD ORDERS FOR 30 DAYS AFTER COMPLETION, IF IT IS NOT PICKED UP IT WILL GO BACK ON OUR SHOWROOM FLOOR. PLEASE PICKUP YOUR GARMENTS WHEN YOU ARE NOTIFIED THAT THEY ARE READY FOR PICKUP.

 

  • IF YOU ORDER BY SIZE AND IT IS NOT MADE CUSTOM TO YOUR MEASUREMENTS AND YOU NEED ADJUSTMENTS, YOU WILL HAVE TO PAY FOR ALTERATIONS. ALTERATIONS ARE DONE IS 5 -7 BUSINESS DAYS DEPENDING ON WORKLOAD. SOME ALTERATIONS MAKE TAKE LONGER TO COMPLETE DEPENDING ON FABRICATION AND MODIFICATIONS NEEDED. 

 

SHOWROOM POLICIES AND PROCEDURES


Special Events

We do not give refunds for tickets to any events that we are hosting or promoting, unless it is cancelled. All ticket sales are FINAL. We reserve the right to change a venue or date to best suit the event and special guest. Again all tickets are FINAL SALE unless the event is cancelled and will NOT be rescheduled. In the event that it is rescheduled, tickets will remain FINAL SALE! If it is cancelled, we will refund you for the cost of the ticket. 

Production Time and Shipping

Please remember the allure of Pink Lucy is that it is NOT massed produced- we make custom and bespoke (made- to - order) goods. Our products are exclusive and can be made to your specifications. Every item is one of a kind and made in our USA design house. We have strict labor laws we must abide by due to the nature of our business. Production time and shipping time are listed below.

Due to the intricate details of our products and customization, they are made to order. Please allow 20-40 business days for production/lead time and then your item will ship. When we offer a sale of 30% off or more, it can increase production time up to 20 additional BUSINESS DAYS due to an influx of orders. If you order more than two items production time will increase up to an additional 20 business days or more.

16 days equals one business week for us considering that we are in production Tuesday- Friday.

We do not offer cash refunds, EXCHANGE or STORE CREDIT only on made to order or ready- to- wear items. There is a 20% restocking fee accessed on all returns. 

 


RUSH ORDERS and overnight shipping are available, BUT YOU HAVE TO CALL! Please contact 214.613.6117 or 214.912.6152 to expedite your order or to modify your selection. During sales and promotions, items may take longer to process due to an influx of orders, again please contact us if you need your order expedited. If you place a rush order, there will be release forms that you must digitally complete before we can ship you your order. Also, a rush fee guarantees you your order by the WEAR DATE. If you order is delayed by Fedex or USPS, you will have to address that issue with the courier- we cannot be held liable for delays and unforeseen circumstances that may delay your package. In addition; no refunds will be given for these unforeseen occurrences.

Wear dates cannot be changed once a wear date is given- our time is very limited due to popularity of our products and services. In the case that we are not able to get your item to you by your specified wear date and the burden of proof falls on PINK LUCY and not the courier, ONLY the rush fee will be refunded and any additional shipping you paid. Standard shipping must still be paid, therefore you will receive the difference after standard shipping is deducted.


NOTE: Paying for 2 day FEDEX shipping does not speed up the PRODUCTION TIME of 20-40 business days, it only speeds up the SHIPPING TIME. However; if you need the PRODUCTION TIME to be faster because you have an event that you want to wear it to, please contact us at 214.613.6117 or 214.912.6152. You have to speak to a fashion rep directly for RUSH SERVICE! Also, if you elect to purchase online it is your responsibility to select the correct shipping to have it by the date that you need it. We cannot be held responsible if you do not select the correct shipping. We will not expedite the shipping without you paying the difference between ground shipping and expedited shipping.


Cancellation of orders:

When you place an order you cannot cancel the order for any reason. You can make changes to the order within 24 hours. Any changes must be emailed to customerservice@mypinklucy.com. Please include your name (first and last) in the subject line. If 24 hours has passed, NO CHANGES CAN BE MADE!

 

Formal Wear and Custom Designs:
Due to the labor intensity of formalwear it can take 8 to 12 business weeks to complete. If you need it before the listed timeframe please contact a rep.


Showroom Pickups:
Showroom Pickups are by appointment only, please call to schedule. Please note we only hold showroom pickups for 30 days. If you do not pickup your order; paid or partially paid it will go back out on the floor. We cannot be held responsible for merchandise that is not picked up; nor do we have the space to store your items. This is the same policy as alterations shops and cleaners. We will not assume responsibility for items that you have not made the time to pick up. If for any reason you cannot pick it up please inform us so that you can have it shipped. You will be responsible for the shipping costs. We will not ship showroom pickups for free.




Please familiarize yourself with our policies and procedures.



Refunds, Store Credits and Exchanges: 
Returns are accepted within 7 days for domestic and international purchases from the date of receipt- store credit or exchange only. ABSOLUTELY NO CASH REFUNDS! For items received after this time period, we reserve the right to deny the return. All returns must be shipped via traceable and insured mail. For all exchanges, a 20% re-strocking fee is deducted from the total amount of the exchange.Returns must be received in NEW, UNWORN, and UNWASHED condition and with all tags attached- if it is not received in the original condition we will deny the return. REFUNDS ARE NOT GIVEN FOR ANY REASON, NO EXCEPTIONS - STORE CREDIT OR EXCHANGE ONLY!

Please Note: All store credit must be used within 90 days in order to be valid.

Please note that all accessories, eyewear and SALE ITEMS discounted 30% or more are FINAL SALE- NO EXCHANGE FOR ANY REASON.



CUSTOM DESIGNS:

Due to the labor intensity of custom designs, please allow 8 to 12 business weeks (not including weekends and holidays) for your order to be complete unless you specify that you would like a RUSH ORDER. A fee will be accessed for RUSH ORDERS. If you need your order before this time, please contact us directly, we will also arrange expedited shipping if necessary.

All custom designs or modifications to an existing design is the sole property of PINK LUCY / The T'Shemise Fashion Group, Inc.

By purchasing you are agreeing that you understand that whether you came up with the design, suggested the design or modifications - that it belongs to The T'Shemise Fashion Group, Inc. / Pink Lucy and you cannot claim that the design is yours and demand royalties, payment, recognition, etc. HOWEVER; you may purchase the rights to a design that you "created" in the amount of $5000.00 or more. A contract giving you the rights to the garment will be drafted by our in house attorney.



We cannot and will not duplicate a design that you got from another designer, brand etc. We can use the design as inspiration but we must make it “PINK LUCY”. It will not be a carbon copy!

All custom designs are non-refundable. No store credits or exchanges on custom designs. CUSTOM DESIGNS ARE FINAL SALE- NO EXCEPTIONS! We are not responsible to alter or modify designs that do not fit correctly if you do not provide us with accurate measurements or size (bust, waist, hip, etc).

Due to the customization of our products we reserve the right to use a fabrication or print that is similar in nature in the instance that we are out of a particular fabric. Please be assured that we go through great lengths to purchase only the highest quality fabrics and trims. If another fabric has to be used it will be comparable to the original fabrication, print, or design.



Once an order is placed, you cannot cancel it for any reason! We strictly enforce this policy.

We accept exchanges on MADE TO ORDER only for the same product; you cannot exchange for something different unless the same item is NOT available. 

For all exchanges, a 20% re-strocking fee is deducted from the total amount of the exchange.Returns must be received in NEW, UNWORN, and UNWASHED condition and with all tags attached- if it is not received in the original condition we will deny the return. REFUNDS ARE NOT GIVEN FOR ANY REASON, NO EXCEPTIONS - STORE CREDIT OR EXCHANGE ONLY! In order to make an exchange, you must fill out an EXCHANGE FORM and email customerservice@mypinklucy.com. The form MUST be attached to the email. You will receive an automatic response that includes and authorization code. Write the authorization code on the top of the form in the space provided. When you receive this you can ship the garment back but the form MUST be included in the package. Please be advised that if the size, color, or style that you need is not in stock you will have to wait the normal production time (if we have an influx of orders it may take longer) for it to be manufactured and shipped back to you. Please remember we are a busy design studio; therefore we have a lot of orders that are time sensitive. We will do everything in our power to get your exchange shipped to you in a timely manner. IF YOU PURCHASE AN ITEM THAT IS DISCOUNTED 30% OR MORE, IT CANNOT BE EXCHANGED FOR ANY REASON- IT IS FINAL SALE!



You may only exchange an item for the same garment UNLESS the same garment is NOT available.



Considering the customization of our garments, if your order does not fit properly please have it altered at a local alteration shop. If you are unable to find someone to alter it, please provide us with exact measurements and send it back to our showroom. If you are in the DFW area we offer alterations but you have to physically come to the showroom so we can tailor it to your body. If you do not send us the correct measurements according to your body we cannot be held responsible if it doesn't fit properly.

It is important for you to have your measurements taken professionally and if you have questions you may contact us to make sure the correct measurements are taken. Please you do not take measurements yourself. If its too big you are responsible to have it taken up, considering we do not have you present to have a proper fitting.

To help us with properly fit for your garment, please be honest with us about your size. Of course if you can offer accurate measurements, we can ensure a better fit.

DEFECTIVE GARMENTS

If you have received an item that is defective or damaged due to transit you must contact us within 2 business days in order to receive a non defective item. We are not responsible for items that are defected in transit or left in extreme heat which may cause distortion on some heat sensitive items.



Shipping and Tracking:



Orders take 5 business days to be processed and then it goes into production. When it is out of production, has passed quality control, and is cleared to ship, you will receive a tracking number via email. We are not responsible for packages once we ship; we insure all of our packages. With this said, we are not responsible for packages that are delayed due to the courier. If we ship the package in time for it to make it to you by the date you stated and it does not make it due to the courier, we are not responsible. This becomes an issue with the courier. We are not responsible for packages that are lost due to the courier or stolen from your residence after it is delivered. Shipping or transaction refunds will not be given for shipping delays caused by inclement weather, package refusal, natural disasters, hazardous conditions, and/or incomplete or incorrect delivery address.



INCLEMENT WEATHER:

PINK LUCY can not be held liable or give refunds for damages and/ or unexpected delays that occur after your order has been processed or shipped. This includes delays due natural disasters and inclement weather. If there are hazardous conditions that can potentially put our staff in harms way due to dangerous road conditions or natural disasters our factory and showroom will be closed due to safety concerns. We are not required or liable to give refunds due to inclement weather or natural disasters. We do not have control over severe weather or natural disasters; whether in Dallas, along the route of your package, or where your package is being shipped.



Cancellation of orders:

When you place an order you cannot cancel the order for any reason
. You can make changes to the order within 24 hours. Any changes must be emailed to customerservice@mypinklucy.com. Please include your name (first and last) in the subject line. If 24 hours has passed, NO CHANGES CAN BE MADE!




CHARGEBACK POLICY



PLEASE READ CAREFULLY



At Pink Lucy, LLC. & Subsidiaries we do not tolerate credit card fraud. No expense will be spared and all fraud without exception will be prosecuted to the full extent of the law- this includes buyer remorse, fit issues, shipping delays, etc. We are always willing to assist customers in anyway that we can within our policy.



In addition, we will pursue civil legal action seeking any loss of income related to the fraud, including business, legal fees, research costs, employee down time and loss of revenues. Any chargebacks of received or shipped items will also result in it being reported to credit reporting bureaus for the retail value plus any losses, fees, etc., as stated above.



Pink Lucy, LLC. & Subsidiaries also considers credit card chargebacks or Google Checkout disputes to be fraud if you made no reasonable effort to notify us that a problem existed and allow us considerable time to resolve or clarify the matter. As it is known and stated on our website that we are NOT a boutique, we are a showroom and design house with clearly stated production times. Customer understands that if a chargeback is placed while a garment is in production, whether you have received it or not that you will still be prosecuted to the fullest extent of the law because monies have

been spent on the materials, supplies, production cost and labor of producing your order.



All frivolous chargebacks not only costs our employees time away from our usual and customary matters of conducting normal business, but costs us money, therefore:


YOU AGREE that if you choose to do business with Pink Lucy, LLC. & Subsidiaries and file a dispute/claim or chargeback with your credit card company for a situation that contradicts our terms & conditions which you agree to when placing your order OR have not allotted us sufficient time to acknowledge, confirm, and research the situation; and as of any result, you do not win the chargeback argument or dispute/claim you agree to pay us $150.00 for our time responding to the matter. You authorize us to charge this amount to your credit card. If this charge is rejected, Pink Lucy, LLC. & Subsidiaries will peruse legal action to recoup losses for our time associated with responding to the chargeback and or dispute/claim in addition to any other fees explained below.



In the event that you win the chargeback with your credit card company, and we have not received our merchandise back, this will be deemed as theft of goods. Pink Lucy, LLC. & Subsidiaries will attempt to recover fraudulently disputed charges plus additional costs via a third-party collection agency and your account will be reported to all credit bureaus as a delinquent collection account. This may severely damage your credit rating for at least the next seven (7) years. At this point, we will no longer accept a return of the merchandise as settlement for the debt and will only accept payment in full.


CEASE AND DESIST



Client understands and is hereby notified that once a chargeback, dispute/claim or legal action is taken; all communication where it be via email, social media, telephone, Internet, or U.S. mail with Pink Lucy, LLC. & Subsidiaries will cease and desist.

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