TERMS & CONDITIONS
CUSTOMER CARE
At www.lifelongfairytale.com online store, we don't just sell baby clothes, but we also care about exceptional customer service. We understand the importance of providing quality products as well as providing a positive shopping experience for each of our customers.
From the moment you enter the site, our goal is to make your journey through the online store as pleasant as possible. The user-friendly interface is designed with our customers in mind.
Whether you have a question about products, shipping or wish to place a special order, our friendly customer service team is always a click or call away. You can contact us via live chat (available on the website, located in the bottom right hand corner of your computer, laptop or smartphone screen), by email - contact@lifelongfairytale.com or by phone. We will be happy to answer all your questions.
We also realize that due to unforeseen circumstances something may not go as planned with an order. If you are not happy with your purchase, our return and exchange policy ensures that we will do our best to make things right.
At Lifelong Fairytale, we value the trust of our customers, respect your time and interest in our products and our art. That's why we do everything we can to not only meet, but exceed your expectations. After all, when it comes to clothing for children, nothing but the best will do.
YOUR ORDER
HOW TO ORDER ONLINE?
To place an order, add an item to your cart by clicking the "Add to Cart" button on the selected item page. Please select the size and quantity if necessary. Once you have selected an item, complete the checkout by clicking on "My Cart" and then "Proceed to Checkout".
You can then modify or confirm your cart and select a shipping method before paying.
You will be prompted for your shipping and billing address by selecting one of the following three options:
- log in to your Lifelongfairytale account if you already have one; - create a Lifelongfairytale account if this is your first time ordering on lifelongfairytale.com; - continue as a guest; this option allows you to checkout without creating an account, but your order history will not be saved. Select a payment method and fill in the information to complete your order.
You will receive an order confirmation email within minutes. When your order ships, you will receive a second email with a tracking number so you can track the shipment of your package.
HOW CAN I GET HELP PLACING MY ORDER?
Our customer service advisors are available to assist you with your order. You can reach our customer chat room Monday through Saturday from 10am to 10pm (EST). Please note that we are not open on the following US holidays: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day. We will be closed at 6PM (EST) on Thanksgiving Eve, Christmas Eve, and New Year's Eve.
CAN I CANCEL OR CHANGE MY ORDER?
Orders for in-stock items are processed quickly to get them to you as soon as possible, so it is not possible to change order details. If you need to cancel an order, please request a chat or email us at: contact@lifelongfairytale.com - we will do our best to assist you with your request.
HOW DO I ACCESS MY ORDER HISTORY?
If you have created a Lifelongfairytale buyer account, you can view your order history. Simply log in to your account and go to the "My Orders" section. You can then select the order you want to view purchase details, shipping status, and return information.
HOW IS MY ORDER PREPARED?
Once you confirm your order, it will go into processing. For standard and express shipping, you will receive an email notification when a unique tracking number has been generated and your order is ready to ship. For scheduled premium delivery, you will receive an email and SMS notification with scheduled delivery information. The couture order is prepared in the Lifelongfairytale workshop and packaged in a gift box with a name card. The gift box is then placed in concealed packaging that will protect it during delivery.
HOW DO I GET A RECEIPT FOR AN ONLINE STORE PURCHASE?
If you have created a Lifelongfairytale customer account, you can view your order history. Simply log in to your account and go to the "My Orders" section. A receipt is included with each order. You will also receive a copy of the receipt via the email you provided at checkout.
WHY WAS MY ORDER/GOODS CANCELED?
Orders may be canceled if an item is no longer in stock, if the order is irregular (e.g. inaccurate shipping address, order placed by a customer with whom you have an unresolved or previous dispute) or due to an exceptional technical problem.
If an order is canceled, we will notify you by email and/or phone as soon as possible. If you have any further questions, please contact us at contact@lifelongfairytale.com.
WHY WAS MY ORDER/ITEM NO LONGER IN STOCK?
We pay particular attention to ensure the accuracy of product availability on www.lifelongfairytale.com. However, there may be times the product(s) ordered are no longer available due to limited availability. When this happens, we will inform you by email and/or telephone as soon as possible. We also invite you to sign up for email notifications should the desired item be made available again.
COUTURE ORDER
We deeply appreciate your interest and attention to our work. We appreciate every customer and will do our best to make you satisfied and come to us again.
To place a couture order, please contact us at contact@lifelongfairytale.com. Describe or attach photos of the item you would like to purchase. If you would like to make any edits or additions to the item, please describe them. Include the age of the child and the date of an upcoming event or holiday. We will contact you as soon as possible to finalize the details.
Each handmade product is carefully tailored to your individual order. We use only the finest fabrics and materials to ensure the highest quality and exclusivity.
When you order a couture dress from us, it is important to understand that the process of realizing the intended design takes time and attention to detail. As a rule, it takes one to two months to design and handcraft a product created in accordance with your wishes.
Each couture piece is carefully packaged in secure, branded packaging and accompanied by a personalized card with our signature.
We are proud of our products and thank you for choosing our workshop.
PAYMENT METHODS
Credit / Debit Cards
SHIPPING & RETURNS
SHIPPING POLICY
Orders are prepared and shipped Monday through Saturday if placed before 2:00pm EST (12:00am on Saturday), or the next business day if placed after.
If any items are out of stock, preparation times are subject to change. Delays in availability will be communicated further.
Delivery times are determined from the time the order is placed. Depending on the destination and specifics of the order, we offer up to three options for fast and secure delivery:
- Standard shipping (1 to 5 business days depending on location)
- Express delivery (within 24 hours on weekdays): exact cost and availability to your region is based on your location; free for orders over $3,000
- Scheduled Premium Delivery: exact cost and availability to your area is based on your location; free for orders over $3,000, available seven days a week at select locations.
Approximate delivery date, including order preparation and delivery, will be determined at checkout.
Delivery is available Monday through Saturday (excluding holidays).
RETURN & EXCHANGE POLICY
CAN I RETURN AN ITEM ORDERED ONLINE FOR AN EXCHANGE OR REFUND?
You can return any order to us within 30 days of receiving it.
The item(s) must be returned in its original packaging, with any accessories and documents (notices, warranties, return tags, certificates of authenticity). Damaged, used, incomplete or soiled items will not be returned or exchanged. All shoes must be tried on soft, clean and dry carpeting to avoid damage to the soles. Otherwise, returns or exchanges may not be accepted.
Likewise, personalized products made to order and/or requested by the customer, products that have undergone alterations, and sealed products (swimwear, etc.) that have been peeled off after delivery and are not returnable for hygiene or health reasons are not eligible for exchange.
An item can only be exchanged once, the item received in exchange can therefore only be returned for a refund under the usual conditions.
Once your order has reached our workshop, it will be verified by our experts. If the product meets our return conditions, you will be reimbursed to your original payment method, or your exchange order will be processed. Any item that is returned damaged, used, incomplete, or soiled will not be refunded and will be sent back to you. Please allow up to 14 business days for all returns and exchanges to be processed.
HOW TO RETURN AN ITEM?
You can issue a return using your order number and email in the "Manage Order" section.
We advise that you retain all tracking information after returning the item for delivery confirmation and take all necessary precautions to secure your item.
CAN I RETURN OR EXCHANGE AN ITEM PURCHASED OUTSIDE THE UNITED STATES?
At this time, we are unable to accept returns or exchanges for items purchased outside of the United States. Returns are also limited between Hawaii and the continental United States. For more information, please contact: contact@lifelongfairytale.com
WHAT DO I NEED TO DO IF MY PRODUCT IS DAMAGED OR IF IT IS NOT THE PRODUCT I ORDERED?
If one of your products is damaged or the items delivered do not correspond to your order, please contact please contact: contact@lifelongfairytale.com
REPEATED RETURNS
We offer a flexible return policy to make your online shopping experience easier. We also track the number of returns made by our customers. Repeated returns will be noted and may, at our discretion, result in the closure of your www.lifelongfairytale.com account or refusal of future orders.
Dear customers! Here you will find answers to frequently asked questions.
If you have not found the answer to your question, please contact us by e-mail: contact@lifelongfairytale.com.
We are always happy to help!