FAQ - Frequently Asked Questions

What general information will help me with my order? 

• Available merchandise is held to the sizes, colors, and variants listed on our website; if a size or variant isn't online, it is currently unavailable.
• We are unable to change any information on an existing order once it has been processed, including but not limited to: shipping address, billing information, size, item or quantity.
• Sales tax will be applied on domestic orders; tax is determined by the applicable sales tax and use tax laws within each state. 
• Orders must be placed through the website; we cannot accept orders over the phone.
• If the item you ordered runs out of stock after your order has been placed, we will contact you via the email address you provided with your order to exchange the item for another item of equal or lesser value; if we don't hear back within TEN (10) business days, we reserve the right to refund your order. 

• Orders are generally shipped within 3-5 business days from receipt; shipping and delivery dates are not guaranteed unless specified.
• Once your package has shipped, you will receive tracking information via the email address you provided with your shipping information.
• Domestic orders typically arrive within 3-7 days of the ship date unless specified. Shipping delays can occur; we are not responsible for the speed at which orders arrive.
• International orders typically take 2-4 weeks from ship date to reach their destination.
• We are not responsible for lost packages due to shipping addresses provided incorrectly; shipping delays will occur if an incorrect address is provided at checkout. 
• If your package is returned to our facility due to a shipping error, we will contact you for an updated shipping address via the email address you provided with your shipping information. If we do not hear back within TEN (10) business days, we reserve the ability to refund your order. This applies to all merchandise orders, as well as Limited Edition and Pre-order sales. 

Can I return or exchange an item in my order? 

• We accept returns & exchanges within 30 days of the delivery date; these items need to be returned in their original packaging, including all tags and accessories. 
• Items you are requesting to return or exchange cannot be worn, washed or damaged.
• We cannot accept returns or exchanges for: (1) Clearance, (2) Sale or (3) Limited Edition items.
• Unless the return or exchange is due to the fault of the company (see "Damaged, Incorrect, or Incomplete Orders" section), the customer is responsible for the cost of a return or exchange shipment.
• When the merchandise is received at our facility, we will process your return or exchange and notify you ASAP. Please allow 5-10 days for your item to be processed. Refunds can take 3-10 days to appear in your account upon processing. 

What do I do if my order is Damaged, Incorrect, or Incomplete?

• If your order arrives damaged, incorrect or incomplete, please contact our customer service email address: customercare@prettylightsmusic.com.
• If your item has been damaged, photo evidence will need to be sent to our email address. Once we receive these, we will issue a return label via email; once the item has been shipped back to us & received, we'll provide a replacement.
• If your order arrives and is an incorrect item, please contact us via email (customercare@prettylightsmusic.com); once the item has been shipped back to us & received, we'll provide a replacement.
• We are not responsible for damages to merchandise once an item has been worn or washed.

How do I contact Customer Service?

• To contact a customer service representative, please send your inquiries to: customercare@prettylightsmusic.com
• Please be sure to include your name as well as any specific information regarding your order (ex: order number, item name, size, etc...) to avoid any confusion
• Typically, customer service requests are responded to within ONE (1) business day of submission