How can I contact you?
We’ve found we’re best able to assist our customers by email rather than phone. Please email all inquiries to email@example.com.
How do I place an order?
All of our orders are processed through our secure website. We do not accept phone orders. For assistance placing an order, please email us.
What forms of payment do you accept?
Our website orders are processed securely via Shopify Payments/Stripe using your credit or debit card. You may also choose to set up a payment plan at checkout with Sezzle or PayPal Credit if your account is eligible for special financing.
Do you offer financing?
Payment plans are available with Sezzle or PayPal Credit at checkout. Click here to learn more.
Do you offer discounts?
Yes! But you must sign up for our newsletter! We regularly send out newsletters announcing sales and offering coupon codes. Also follow us on Facebook and Instagram for more up-to-the-minute information.
Can I put a jacket on hold?
Items cannot be held without payment as we prefer to have all garments available for sale until they find their home. Our styles are produced in very limited quantities and we want everybody to have an opportunity to purchase the Lisa Nelle garment of their dreams!
Are you open to the public?
Not yet, currently our studio does not have the space or staff to properly service our customers. It is a dream of ours and we will let you know as soon as we can offer showroom service.
Where can I shop for Lisa Nelle in person?
Our list of retailers can be found by clicking here.
Are your jackets one of a kind?
All of our couture designs are created one at a time in our studio. Given the handmade nature of our work, each garment is individually unique. Most of our garments will never be repeated, however some may be recreated in a similar style. Please feel free to contact us for more information on a specific jacket or shirt. In addition to our one-of-a-kinds, we also offer limited edition styles available in a range of sizes.
I need help figuring out my size. Help!
Please refer to the measurements chart shown in each individual item listing to help determine your size. Because measurements can vary slightly from item to item depending on fabrics used, amount of embellishments, and intended event, it is important to review the measurements shown for each item. If you’re unsure, please email us the specific item(s) you’re interested in, along with your measurements and we can recommend the best size for you.
You’re out of my size on the website. Do you have more or can you make me one?
Do you do alterations?
We find our ready to wear sizes, along with our quality fabrics, will fit the majority of body types. If you require any small adjustments, it would be faster and much more accurate for your local tailor or seamstress to perform the alterations.
Do you make custom garments?
All of our one-of-a-kind garments are available in ready-to-wear sizes that fit many different body types. Our high end fabrics offer stretch/give that will help conform to unique body types. We take customer requests on a case-by-case basis depending on the specific request and timeline. All requests must be sent by email; please use our Contact form to submit your inquiry.
Caring For Your Lisa Nelle
How do I care for my Lisa Nelle?
My Lisa Nelle is missing a few pieces, can you send replacements?
I still haven’t received my package. Where is it?
Orders ship Monday through Thursday, and take only a few days in transit within the United States. When your order is shipped, you’ll automatically receive an email with your USPS tracking number. Please track your package using the link in your email confirmation.
All packages require a signature upon delivery. If you’re not home, your postman will leave a notice for you indicating that a delivery was attempted. You have the option to pick up at the post office or reschedule delivery for a more convenient time. Chances are, if you don’t have your package, it’s waiting for you at your post office. Please contact your post office directly regarding pick up.
We’ve never had a package disappear, but if after contacting your post office it appears yours has, please contact us and we will work with USPS to find it.
I won’t be home and can’t sign for my package.Just let us know upon placing your order, and we can waive the signature requirement for you. It’s important to note that if you choose to waive the signature, Lisa Nelle cannot be held responsible for any lost, damaged, or stolen packages. As an alternative, you might consider sending your order to a more convenient address, such as your work address.
I have a show and need my order asap.
No problem! If an item is available on the website, it’s ready to ship. If you’re traveling to the show, we’re happy to ship to your hotel. Please note we do not guarantee exact delivery dates. We ship Monday through Thursday, so if you’re concerned about time frame, please email us.
Can you send my international package as a gift or lower the value on the customs forms?
No. All packages are sent with an invoice and customs forms reflecting the true amount paid. It is against U.S. federal law to undervalue or misrepresent merchandise on a customs form. Please be aware that you may incur customs fees upon delivery of your order.
Returns & Exchanges
How do I return an item?
Please read our full return policy, and submit the Return/Exchange Request form for a return authorization.
How do I exchange an item?
Please submit the Return/Exchange Request form on our Return Policy page for authorization for your exchange. There are two ways to go about an exchange. We can ship your new item when the original arrives back. Or if you need your item right away, you can re-order the correct item/size on the website, and when the original arrives back, we’ll process a full refund. Either way is fine with us!