FAQs
HELLO LOVELY! HOW CAN WE HELP?
Order & Shipping
How do I change or cancel my order?
Please note that orders cannot be modified once placed, and cancellations are not possible once the order is processed (indicated by the creation of a shipping label, meaning it is being prepared for shipment). We appreciate your understanding and encourage you to review your order carefully before completing the purchase. If you have any questions or need further assistance, please don’t hesitate to contact our customer support team at
What Is Freight?
Good question! Freight is a type of shipment used for larger weight class orders. Freight orders are shipped on a pallet and can only be delivered curb-side in front of the residence.
We will ship your order via curbside delivery which means the driver will not take the shipment to the door or inside the location.
Before the order is shipped, we will contact you to verify your shipping address and phone number so the carrier can make an appointment for delivery.
How can I be assisted if I purchase through a Third Party?
If you have purchased through a third party and are having issues with your product, please contact the customer support from the store you purchased from that the item was purchased from. Also, please have your receipt ready as they will ask for proof of purchase.
How do I report a damaged product?
If you have received a damaged product, we apologize for any inconvenience caused. Please follow these steps to report the issue:
Initiate the Report within 48 Hours:
- Damaged items must be reported within 48 hours of receiving the product to ensure a resolution.
Take Clear Photos:
- Before contacting us, please take clear photos of the damaged product, including any visible damage to the packaging.
Contact Customer Support:
- Reach out to our customer support team via [email/phone number/contact form] with the following details:
- Your order number
- Description of the damage
- Attach the photos of the damaged product
Wait for Confirmation:
- Our customer support team will review your report and respond with further instructions or a resolution.
Please be aware that damages reported outside of this specified time frame fall outside of our ability to assist. It becomes challenging for us to provide evidence to the shipper that the damages occurred during transit. Therefore, we highly recommend reporting any damages within this timeframe to ensure prompt and effective resolution. Thank you for your understanding.
How are my products packaged?
All our packages are delivered in their original branded boxes. Smaller items may be packaged in Hollywood Vanity branded boxes and envelopes. Please note that discreet packaging options are not available. If you have specific concerns or questions regarding packaging, feel free to reach out to our customer support team for assistance.
PRODUCT & STOCK
What are the differences between your light bulbs?
LED light bulbs: Gives a more natural light that mimics sunlight, saves up to 90% energy and last up to 25 times longer.
We offer two different types of LED light bulbs:
Frosted– This coated bulb provides a soft, diffused light perfect for makeup application.
Clear– Also known as “filament LED,” this bulb creates a visual sparkle and brighter, all-around photo quality lighting.
What is this difference between Bright White and Classic White?
Bright White is more of a snow, pure white and Classic White is more of an ivory, eggshell cream color.
Which mirrors can be mounted on the SlayStations?
For our SlayStation Plus: the Glow XL, Glow Plus, Premiere Slim XL, Premiere Slim Plus, Premiere Plus, and Iconic Premiere Plus can be mounted.
For our SlayStation Pro: the Glow Plus, Premier Slim Plus, Premiere Slim Pro, Premiere Plus, Premiere Pro, Iconic Premiere Plus, and Iconic Premiere Pro can be mounted.
Can someone assemble my vanity?
Unfortunately, we do not offer services for assembling our vanities that are shipped.
For local In Store Pick up orders, we offer an assembly service for a fee.
How long will my mirror take to charge?
To ensure the best glow quality, our mirrors take 6-8 hours to fully charge. Newly-opened mirrors will need a small boost of 1-2 hours.
Here’s a tip: While getting your beauty sleep, charge it and wake up to a replenished mirror ready to work its magic. Slay the day gorgeous!
When are the out of stock items restocking?
No worries-We frequently re-stock products on average every 6-8 weeks.
The best way to stay tuned? Please sign up for our “email when available” list located on the website under that specific product.
RETURNS AND EXCHANGES
What is your return policy?
Please refer to our Shipping and Returns page!
Can I return my product in store?
Absolutely! You may return your product at our Irvine location.
When returning an item please have your order number, ID, and credit card used for purchase ready!
Our Tustin and Melrose locations are permanently closed and do not accept returns.
Can I exchange my product?
Absolutely! For any exchanges, please contact us first at
In-Store Local Pickup FAQ
What is the cut off time?
The cut off time is 3PM for in-store pickups. Please arrive before closing to allow our team time to have your order ready to be picked up.
What do I need to pick up my order?
- Proof of Documentation
- Driver license/ Photo ID
- Provide order # (IVOUS-)
How long do you hold pickup orders?
- You will need to arrive to our showroom during our hours of operation: 10AM – 5PM PST
- Bring proof of documentation
Do we offer gift wrapping?
Unfortunately, we do not provide gift wrapping.
Do we offer gift cards?
Currently, we offer digital gift cards for our customers that can be purchased online. We do not offer physical gift cards at the showroom.
Route Shipping Protection
What is Route?
Route is shipping insurance that will cover lost, stolen, or damaged merchandise received.
What is not covered ?
Route will not cover
a) Orders that have an incorrect shipping address.
b) Damaged claim made after 5 business days of receiving the package.
Can I remove Route from my order?
Route can be removed from your order only if the order has not shipped. If you need route to be removed please email
Can I add Route to the order?
Once an order is placed we can not add Route to the order.
When and where do I file a claim ?
File the claim on: Route.com
a) Lost packages – If you package shows not delivered and the tracking shows non movement / delayed. A claim should be reported within 7 business days.
b) Stolen – If your package shows it was Delivered left at front door or left on porch and was not received, a claim must be filed with 5 days. Supporting evidence such as a police report will help your claim.
c) Damages – If your package is received damaged, Route will ask for pictures. Please provide 3-4 pictures of the damaged box as well as the item. It is is the table show a zoomed out picture of the entire table.
d) The claim should be reported within 5 days of receiving the goods.
When will I get my replacement or refund?
Replacements or refunds will be issued upon orders approved by Route.
Extend
When can I use Extend?
Extend can come into use when the manufacture warranty has ended.
Can I add Extend to an order already placed?
Yes you can add extend as long as the order date is within 15 days.
What do I need to file a claim for replacement?
When filing a claim provide your order number and pictures for the items that are on the extend policy
Regulatory Compliance
How are you adhering to health and safety standards?
The health and safety of our customers is always our priority. To address and manage such important responsibilities. We are always working to reduce the presence of hazardous materials in our products by following directives such as California’s Proposition 65. You can find more information here.
Store Location
Store Hours
