If you are having trouble plating an order, please email us at info@lacebytanaya.com or give us a call at +1-213-352-4477. We are available by phone during office hours Monday through Friday 11am to 6pm PST

Please allow up to 48 hours for our customer service team to respond to your inquiry. Emails sent during weekends or holidays will be answered on the next business day. Calls will be returned next day!

We do not accept personal checks, money orders or wire transfers.

Orders can only be placed on our website or in-store. Book your in-store appointment HERE

​A 9% sales tax will be added to all purchases shipping to California.

SHIPPING INFORMATION

Most lacebytanaya.com orders are processed and shipped within 1-3 business days. Please note that shipping time is not included in production time. If you need your order by a specific date, please reach out to us or leave a note at checkout.

Lace by Tanaya Black Label Crystal Garment orders are processed and shipped within the time frame specified in each product's description.

​You will receive an order confirmation email when your order is placed. You will also receive a shipping notification email and text message (if you opt-in at checkout) that will notify you of your tracking number and delivery.

Please allow 24-48 hours for the tracking to be updated.

IF YOU ARE UNABLE TO TRACK YOUR ORDER, PLEASE CONTACT ORDERS@LACEBYTANAYA.COM FOR FURTHER ASSISTANCE.

Please make sure that you use the billing address and contact information as it appears on your credit statement. In the event that your information does not match what your credit card has on file, your order may be held for verification.

Please note that customs duties that international packages may incur are not included in our final shipping price and are the sole responsibility of the customer upon delivery.

We can not refund you for your order if your parcel goes unclaimed OR IS RETURNED TO SENDER due to unpaid customs duties OR INCORRECT ADDRESS.

RATES & DELIVERY TIMES:

 

RETURNS & EXCHANGES

NO RETURNS! ONLY EXCHANGES & STORE CREDIT WHEN APPROVED BY A LACE BY TANAYA CUSTOMER SERVICE REPRESENTATIVE

We include a return form in every package in our branded envelope on the back side of your invoice. Please follow the instructions on this form to initiate your exchange.

​Exchanges or returns for store credit must be sent back and received by Lace by Tanaya within 14 business days of the date the order was placed.

Items approved for store credit or exchange must arrive in their original condition and will be inspected before approval for store credit or exchange. 

If your item(s) are returned with signs of wear or damage, your package will be sent back to you in the same condition we received them.

In most cases, if you receive a defective or broken product, we can fix or replace it for you. Please email orders@lacebytanaya.com or call us at +1-213-352-4477 to initiate the repair process.​

WE RESERVE THE RIGHT TO REFUSE ANY EXCHANGES IF IT DOES NOT MEET THE ABOVE REQUIREMENTS. 

 

LOST OR STOLEN PACKAGES

If your tracking information claims your package was DELIVERED but you did not receive your package, please notify us by email or phone within 48 hours and contact your local post office or carrier to see if your package is being held. In most cases, the carrier has marked your package delivered too early & it ends up being delivered within 24 hours.

If you consider your package lost or stolen after completing the above protocol, please contact us right away and file a claim with your local post office or carrier immediately.​

Lace by Tanaya will NOT contact any parcel service on your behalf. When the package leaves our facility, the customer assumes all responsibility for the package.

We are not responsible for the refund or re-ship of any packages due to the following circumstances: 

• held or returned packages due to incorrect address or undeliverable.

• shipments lost by your local post office or carrier at any point in the shipping process. 

• shipments stolen at any point in the shipping process. ​