Lissa Ayer

CUSTOMER SERVICE

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REGISTERING

Do I have to register to purchase?

You do not have to register to make a purchase. You can continue as a guest and during the checkout process, you can choose to create a password for future purposes. However, registering has its benefits. If you are a first time shopper with Lissaayer.com, you will be able to create an account when you check out, which will enable you to track the status of your orders, view order history and make future checkouts easier. By registering, you are creating an account that only you may access by using your email address and a password that you have created. If you signed up on our email list, this does not mean you are registered.

How do I register?

Click on the “My Account’ link and follow the instructions. Or, once you have completed the checkout process when you purchase items, you have the option to create an account which will enable you to track the status of your orders, view order history and make future checkouts easier.

What if I forget my password?

Ooops….forgot your password?! Don’t worry! Simply click on the “Oops! Forgot your password?” link on “My Account” page and it will take you to Password Recovery. Just simply fill out the form and your password will be sent to the e-mail address provided.

How do I change my password?

Click “My Account” & sign in. Once you sign-in to your account, you may change your password by clicking on “My Account Info”. Then, go to Password. Enter your old password, new password & verify new password. Scroll to the bottom of the page and click on "Save Changes” to submit. Your new password will now be saved to your profile.

How do I make changes to my account profile?

Click “My Account” & sign in. Once you sign-in to your account, you may change any information on your account profile by clicking on “My Account Info”. Make the necessary changes to your account, (i.e. email address, password, shipping information, billing information, etc.). Scroll to the bottom of the page, and click on “Save Changes” to submit. The changes you have made will now be saved to your profile.

How do I sign up for the email list?

You can sign up to receive emails from Lissaayer.com to find out about sales, special offers, new arrivals and other information. On the homepage, enter your e-mail address in the box next to “Be the first to know” & click Go! You will then be added to our database.

How do I remove my name from the email list?

You can be removed from the e-mail list by sending us an e-mail to customerservice@lissaayer.com.

SHOPPING

How do I place an order?

All orders can be placed online, by phone, fax or e-mail.
Via online: www.lissaayer.com
Via phone: 1-866-99-LISSA / 1-866-995-4772 / 818-735-7899
Via fax: 818-735-7877 (Please fill out the Order Form).
Via e-mail: orders@lissaayer.com

How do I shop online?

It’s easy! You can view the items by brand or category (men, women & kids) or by item category (shirts, pants, jeans, dresses etc.) Click on the product to see the detailed pictures and description of the item. Simply add the items to your cart and continue shopping or click the checkout button when you are ready. The checkout process has four (4) parts: Shipping Info, Billing Info, Review Order and Confirmation. Enter all necessary information so we can process your order. Enter your billing address and shipping address, if they are not the same. All orders shipping to an address other than the billing address may require additional documents and may be delayed for verification. We will call the customer and the credit card company to verify the address. To avoid any delays, please ship to the billing address if possible. Select the appropriate shipping method then the payment method. Review your order and if you have any coupon codes, you enter them in the promo code box before checking out. Click the “Place my order” button to confirm your order. Your order # will be shown on the screen of your computer. Please make sure you print this page or make a note of your order # for your records. You can sign in or create an account upon check out.

How will I know if the item I’m ordering fits me?

We do our best to specify if a designer’s sizing runs differently from what our customers might expect. We would indicate on the Product Detail Page if the item fits like a junior sizing, which in this case runs smaller or if it fits bigger than usual. We would recommend on the Product Detail Page if you should buy one size larger than usual, for your comfort or a size smaller for better fit. If you need more assistance, please do not hesitate to e-mail us @ customerservice@lissaayer.com.

Item Availability

We make every effort to keep sufficient stock of the items listed on our site. However, adding items to your shopping bag does not guarantee availability and occasionally we sell out of certain products. Upon finalizing your shopping & proceeding to checkout, we will send you an e-mail confirming your order & the availability of the product/s ordered. If an item that you ordered is out of stock, we will notify you via e-mail. We will inform you of the estimated arrival time of the shipment of the new stock. If an item that you ordered is sold out, we will notify you via e-mail as well.

Price adjustments

At Lissaayer.com, we strive hard to ensure the accuracy of pricing. But despite our best efforts, pricing errors may occur.

• If an item's correct price is lower than our stated price, we will charge you the lower price when we ship your order.
• If an item's correct price is higher than our stated price, we will, at our discretion, contact you for instructions before shipping. If we are unable to contact you after 10 days, we will cancel your order and notify you of such cancellation.

Do you price match other online stores?

We price match all online competitor's regular-priced, non-clearance & non-sale merchandise within 14 days of your purchase, assuming that the style, size and color of the item we are price matching is exactly the same as the item on our site. Regular price refers to the manufacturer’s suggested retail price. Just send us an e-mail at customerservice@lissaayer.com and we will adjust the price of that product as long as the item is still in stock. We cannot price match an item that has been discounted 50% or greater from the original price. We do not price match items listed on Ebay or any other auction sites. Price matching is at our company’s discretion. Lissaayer.com coupon codes are not valid on an item that has been price matched. Lissaayer.com does not match coupon codes from other sites.

How do I use my coupon code?

When you get to the Review Order page of the checkout process, enter your coupon code in the Promo Code box and click “apply now” and your discount will be applied to your merchandise total. Only one coupon code can be redeemed per order. Free shipping codes can only be used on US ground shipments. Free shipping cannot be applied for International shipments. Coupon codes can not be used on final sale items.

How do I remove an item from my cart?

When viewing your “shopping bag”, you will see a "REMOVE" button next to each item. Click "REMOVE" for whichever item you want out of your cart. You will see your cart displayed again, without that item. Make sure to review your shopping bag before confirming your order.

How can I track my order?

You will receive an order confirmation once your order has been successfully processed. A shipping confirmation e-mail with the tracking number information will be sent once your order has been shipped.

You may also check the status of your order at anytime by clicking the “My Account” button. Once you sign in to your account using your email address and password, click on “My Order History” to view your order history and recent orders that you have placed. This page will show you the order #s, order dates & status. For more details on a particular order, you can click on the order # and it will take you to the order detail page.

How can I modify or cancel my order?

We strive to ship your order as soon as possible. If for some reason you need to modify or cancel your order after you have sent it, please contact us immediately and we will try our best to help you. Unfortunately, once an order has been processed & packaged for shipment, we are unable to make any modifications to the order including cancellations.

What is a backordered item?

A backordered item is an item that is not in stock upon placement of your order. It means that we have contacted the designer for re-ordering and is just waiting for its arrival. We will advise you via e-mail once the item arrives or if the item will be no longer available. You will not be charged until we ship out the item.

What is Advance Sale or Pre-order?

Occasionally, we offer our customers the opportunity to pre-order next season’s fashion even before they hit other stores. Expected shipment time will be indicated on the Product Detail page. (For example: “Pre-order now! Will ship in 4-6 weeks”). You will not be charged for the item until it is shipped to you.

What is your Privacy Policy?

Please click here to read our company’s Privacy Policy.

Is it safe to order online?

Lissaayer.com is committed to protecting our client’s personal information. We use strict security measures in order to protect the loss, misuse and alteration of our client’s information. Our secure servers use a firewall technology and the SSL (Secure Sockets Layer) industry standard encryption technology to ensure that all credit card transactions are secure and your personal information private. The SSL system encrypts information that you submit to us via our web site when you place an order that makes it nearly impossible for anyone to decode, ensuring that Internet transactions stay private and protected.

If you still feel uncomfortable with ordering online, we are more than happy to assist you with your order over the phone by calling us at 818-735-7899 or you can also fill out the Order Form and fax it to 818-735-7877.

Will you call me to verify my order?

Lissaayer.com will e-mail you to confirm that we have received your order and that it is being processed. If during the processing of your order, we find something suspicious or out of ordinary, we will call you to verify your information. Identity theft and credit card fraud are both rampant on the internet. Lissaayer.com takes these issues very seriously for the security and protection of our clients. Please be advised that this may delay the processing and shipment of your order.

PAYMENT

What form of payments do you accept?

Lissaayer.com accepts Visa, Master Card, Discover and American Express credit cards and debit cards. We do not accept cash, checks, money orders or CODs.

Do you accept credit cards issued outside of USA?

Due to rampant credit card fraud transactions on the internet, we require additional identity verification for all orders using a card issued outside of United States:

1. Please fax a copy of the front and back of your credit card along with a copy of another form of identification such as your passport to 818-735-7877. Write your name, contact #, e-mail address, items you want to order plus the sizes and colors on the fax so we can contact you about your order. If you do not have access to a fax machine, you may also e-mail us scanned copies of the images.
2. After we receive your fax or e-mail, we will contact you to verify information and identification to be able to process your order. Upon verification, all documents will be shredded for your security.

For U.S. orders, you must have both a shipping address and credit card billing address within the United States in order to make a purchase. The issuing bank must also be based in the United States.

Will my credit card be charged immediately?

No. Your credit card will not be charged until your order is shipped. You will immediately receive an order number upon confirming your order. You will also receive an e-mail confirming that your order has been received. We will send you another e-mail to notify you when your order has been shipped and we have charged your credit card.

Defaulted Credit Cards

Customers whose credit cards are denied by the credit issuing company will be contacted by email and/or phone to provide an alternate form of payment. Failure to arrange payment within 48 hours of our first notification will result in a forfeiture of their order.

Do you charge sales tax?

By law, we are required to collect sales tax on orders shipped to addresses where Lissaayer.com has a physical presence. Lissa Ayer is located in California. Therefore, sales tax is applicable on orders shipped to addresses in the state of California. The rate of sales tax for California residents is 8.25%. Orders shipped outside of California are not charged any sales tax. (0%)

SHIPPING

When is my order processed?

Orders placed Monday-Friday before 1 PM PST will begin processing that day and will ship within 48 hours based on availability and credit approval. All orders placed after 1 PM PST will begin processing the next business day and will ship within 48 hours. Orders placed on Friday after 1 PM PST will begin processing on the following Monday. We do not process orders on Saturdays, Sundays and all Holidays.

Lissaayer.com will contact you via email of any shipment delays, if the product you ordered is not currently in stock, sold out or if we need additional identification for credit verification.

What if an item I ordered is back-ordered or sold out?

We make every effort to keep sufficient stock of the items listed on our site. However, adding items to your cart does not guarantee availability and occasionally we sell out of certain products. Lissaayer.com cannot always guarantee availability of all products. If the item you ordered is no longer available (sold out) or will be delayed in shipping (back ordered), we will notify you of the situation via email. We only bill you for the items that are shipped and we do not charge your credit card until your order is ready to be shipped.

Will my order ship all at once or in multiple shipments?

Our goal is to ship your order as quickly as possible. Depending on product availability, we may split your order into multiple shipments to make sure you get the latest “Must-Haves” as soon as possible. The shipping cost for the entire order will be allocated accordingly over all shipments of the items purchased together under the same order number. There will be no extra shipping charges for multiple shipments except for the shipping cost quoted when the purchase was done.

If you have more than one order placed with us, each order is subject to its own shipping cost as quoted upon checkout. We cannot combine orders placed on our website. Every order is treated separately.

How do you ship my order?

We use USPS, UPS and Federal Express for shipping. Although we offer a variety of shipping options, we reserve the right to ship via any of the three carriers. We are unable to deliver to APO/FPO addresses and to P.O. Boxes.

Domestic shipping costs and methods

Order Total	Ground (2-7 business days)	2-Day	Overnight
$0 - $50.00	$6.00	$12.00	$26.00
$50.01 - $100.00	$8.00	$16.00	$28.00
$100.01 - $150.00	$11.00	$18.00	$31.00
$150.01 - $250.00	FREE	$20.00	$33.00
$250.01 - $399.99	FREE	$24.00	$36.00
$400.00 - $499.99	FREE	$28.00	$38.00
$500.00 and over	FREE	$30.00	$40.00
APO/FPO/P.O. BOXES	Not available	Not available	Not available

Alaska, Hawaii, Guam and Puerto Rico - $24.95 – 2 Day

Canada - $18.75 – Up to 3 pounds which includes several clothing items and most accessories. Parcels weighing over 3 pounds are subject to a higher shipping rate. Customer is responsible for any additional taxes, duties and custom fees.

• Order Total refers to total value of merchandise before tax and/or other charges.
• Any confirmed and shipped order that is refused by the customer and returned to us is subject to a 25% restocking charge.

Do you ship internationally?

Yes. Lissaayer.com has partnered with US Global Mail to handle our international shipments. US Global Mail is an international mail forwarding services that can handle all your international orders and can provide you with great international shipping rates. To learn more about these services, please click here.

HOW IT WORKS...

1. Sign up for your own U.S. Mailing Address.
2. Shop at Lissaayer.com and have all of your items forwarded to your new U.S. Address.
3. US Global Mail or Access USA, whichever you signed up with, will forward all of your items to you. ANYWHERE IN THE WORLD, whenever you want!

* Any confirmed and shipped order that is refused by the customer and returned to us is subject to a 25% restocking charge.

Do you provide FREE shipping?

Yes. Free Domestic standard ground shipping on orders over $150.00 (before any applicable taxes and shipping charges) for US orders only. This excludes Alaska and Hawaii. We do not offer free shipping for International orders.

Do you ship to a different address (i.e., gifts) besides the billing address?

Due to rampant identity theft and credit card fraud in the internet, we prefer that all orders ship to the same billing address. If you wish to send a gift or have the item shipped to a different address other than your billing address, please refer to this options:

• Call your credit card company and add the different address to the billing addresses you have on file with them.

OR

• Fill out the “shipping waiver form” and fax it to 818-735-7877 with all the required documents attached, so we can process the order and ship it to a different address. We will contact the cardholder to get an approval to ship to a secondary address.

Note: We do not ship to a different shipping address other than your billing address on orders over $200.00. All orders over $200.00 will be mailed to the authorized billing address.

GIFT SERVICES

Do you gift wrap?

Lissaayer.com provides gift wrap services. If you would like this service, please make sure you check off the “gift wrap” box on the shopping bag page before checking out. There is a $5.00 per shipment gift wrap charge.

What gift wrap/box services do you offer?

Lissaayer.com will wrap your gift in a contemporary, chic style. You have the option to include a gift message if desired. Just fill out the gift message box upon checkout. This message will be hand-written on a contemporary gift card and included with the gift. The recipient will receive a blank invoice with the return/exchange procedures.

Do you offer gift certificates?

Currently, we do not offer the option to purchase gift certificates. Coming soon!

RETURNS AND EXCHANGES

What is your return/exchange policy?

All products that leave our store are carefully inspected & strictly checked for defects and damages prior to shipment to ensure you receive high quality merchandise. We want you to be satisfied with your purchase. If you are unsatisfied for any reason and need to return or exchange a purchase, please read our return/exchange policies below.

• Returns and exchanges are accepted only on merchandise that HAVE NOT BEEN WORN, ALTERED OR WASHED in their original packaging and with ALL TAGS attached, 21 days from the date of invoice. We do not sell used items and will not accept any item with any indication that it was used. In such cases, the item will be returned to the purchaser at the purchaser’s cost. No exchanges or refunds after 21 days from the date of invoice.
• If you received a defective item, we must be notified within (2) days of receipt of the product to be eligible for a return or replacement. It is the buyer’s responsibility to check the product upon arrival to make sure it is free of any defects. Damaged goods due to client’s negligence will not be accepted for refund or exchange.
• Footwear returns will only be accepted on unworn shoes with unmarked soles. Footwear returns and exchanges must include the original shoe box in its original condition. Damages to or omission of this box from your return/exchange may result in a fee. Do not ship your shoes back using the actual shoe box as return box. Shoe boxes that have been taped or altered in any manner will not be accepted.
• Sale items, clearance items, undergarments, lingerie, belts, accessories, jewelry, sunglasses, swimwear, candles, spa/beauty/cosmetics/fragrances, purses, handbags, special orders, custom and seasonal items can not be exchanged nor returned & are all Final sales. All sale items are Final sales.
• RA (Return Authorization) Numbers are only valid for a period of 7 business days. We must receive the returned/exchanged product(s) within seven (7) days of receipt of RA# or the goods will be returned to you at your expense.
• Returned packages must be shipped back to us Prepaid. We do not accept COD’s or third party billing for returned merchandise.

LISSAYER.COM reserves the right to deny any credit or exchange, if, upon receipt, the returned merchandise does not meet our company’s return policies. In such cases, the item will be returned to the purchaser at the purchaser’s cost.

Note: When trying on items of clothing, please ensure that you are not wearing perfume, aftershave or deodorant which may leave a scent or marks on the item. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed.

Please allow up to three weeks for processing. PLEASE NOTE: Shipping charges and gift wrapping costs are non-refundable.

Exchange and return policies are subject to change without notice.

Can I return sale items?

All sale items are Final. Therefore, these are not returnable or exchangeable.

How do I make a return or exchange?

Please follow these easy steps to return or exchange an item.

1. A Return Authorization Number must be obtained first BEFORE returning any item. No refunds or credits will be given on items returned without RA#. Packages returned to us without RA# will be shipped back to the purchaser at his or her costs.
2. Email us at returns@lissaayer.com to request a Return Authorization (RA) # and state reason for return/exchange. No authorization #s are available via phone, fax or mail. Please note that issuance of an RA# does not guarantee acceptance and credit of the merchandise being returned/exchanged. You will be notified via e-mail of acceptance once the merchandise has been inspected by Lissaayer.com and if it meets our company’s return policies.
3. All returns and exchanges must include a copy of your invoice. Write on the invoice the RA # & indicate whether you are returning or exchanging. For an exchange, please indicate the item, size and color, you would like to exchange it for. All exchanges are subject to availability of the item requested in the exchange and are subject to your payment of any cost difference for the item as well as any additional shipping & taxes. Please choose a second option just in case the first option is not available.
4. Securely pack and seal the return merchandise and invoice in the original packaging, if possible, or an appropriate shipping box or envelope. Write the RA# on the outside of the return package to ensure proper and timely handling of the return. Returned merchandise will not be processed without RA #.
5. For your protection, we recommend that you mail the return package to us via a traceable service (i.e., UPS or FedEx) & insure the package in the event of loss or damage. Purchaser is responsible for all shipping & handling costs associated with returning merchandise. If you send a return COD, it will not be accepted. Lissaayer.com is not responsible for returned packages lost, stolen or damaged in transit.
6. Package must be received by Lissaayer.com within seven (7) days of receipt of RA#. Upon receipt, inspection & approval of your returned merchandise, we will process your exchange or refund the amount charged less shipping. All refunds will be made in the method of original payment. Only the value of the merchandise and sales tax, minus any discounts, if any, will be refunded. Shipping charges are not refundable.

What if I don't have my original invoice/packing slip?

You may return your merchandise even without an invoice/packing slip. Please include the following information on any piece of paper and send your return with this information:

1. Name and address under which the order was placed
2. What item(s) you are returning
3. The item(s) price(s)
4. Reason for returning
5. What you'd like us to do (refund or exchange)
6. Credit/Debit card info

Where do I send my return or exchange?

LISSA AYER
Attn: RETURNS & EXCHANGES
5737 Kanan Rd. #214
Agoura Hills, CA 91301

When will my credit card be refunded?

Please allow 1 billing cycle from the time returned package is received by Lissaayer.com, to credit your card. We will do our best to process your refund within 1-2 weeks of receipt of returned merchandise. However, please note that your banking institution may take up to another 2 weeks to process and post this transaction to your account once they have received the information from Lissaayer.com. Shipping charges are non-refundable. You will be notified via email when your return has been processed.

I received a gift purchased from Lissaayer.com & would like to exchange it.

If you received a gift purchased from Lissaayer.com and would like to exchange it for another size, color or different merchandise, please send an e-mail to returns@lissaayer.com along with the purchaser’s name and we will be happy to process your exchange. Please read our return/exchange policy above. All rules apply.

Gifts may be exchanged for an item of the same value or of greater value provided you pay any cost difference as well as any additional shipping, handling charges and taxes. Gifts cannot be returned for a refund.

CONTACT

Hours:
Monday-Friday 10:00am-6:00pm PST (Pacific Standard Time)

By phone:
1-866-99-LISSA / 1-866-995-4772 / 818-735-7899

By Email:
customerservice@lissaayer.com

By Fax:
818-735-7877

By Mail:
Lissa Ayer
5737 Kanan Rd. #214
Agoura Hills, CA 91301

Other comments/suggestions:
We appreciate and welcome your comments and suggestions. Let us know of anything we can do to improve your shopping experience at Lissaayer.com. We would love to hear from you. Please send us an email to customerservice@lissaayer.com .

Designers:
Lissaayer.com is constantly searching for new and original designers to add to our online catalog. If you are a designer or know of a brand we should carry, please send us an e-mail to designers@lissaayer.com for consideration. Include your contact information, product category, description, line sheets and photos of your product.

If we require more information or would like to see your line, we will contact you. Submitting your information herein does not guarantee any action on the part of Lissaayer.com.

Press and Pubic Relations:
If you are a member of the press and would like information about Lissaayer.com or would like to feature us in an upcoming article, please send us an e-mail to press@lissaayer.com.

Thank your for shopping with us. At Lissaayer.com, we LIVE IN STYLE™!