FAQ
Your happiness is always in style. Below you'll find answers to the most common questions about shopping and payments at PL Merch House.
Please note: Orders CANNOT be changed, modified, or canceled after checkout. If you have questions before placing an order, or run into a technical issue at checkout, contact Customer Care.
About PL Merch House
What Is PL Merch House?
PL Merch House is a creator merch platform. Creators design their own storefronts and merch, and we handle everything on the back end — production, fulfillment, shipping, customer service, and returns — so creators can focus on their community and their designs.
Who Actually Makes And Ships My Order?
We do. Every item is produced and fulfilled in-house by PL Merch House — creators design it, we print it, pack it, and ship it. This means one consistent process for sizing, quality, and shipping across every creator's shop.
Can Creators Change Prices Or Cancel My Order?
No. Pricing, checkout, and order processing are all handled by PL Merch House directly, not by individual creators — this keeps every order, regardless of which creator's shop you bought from, covered by the same policies.
Ordering & Contact
Best Form Of Contact?
For anything order-related — changes, issues, or questions — contact our Customer Care team. Social media is great for general questions, but order-specific requests should always go through Customer Care so we have your order details on hand.
Can I Change, Cancel, Or Add An Item To My Order After Checkout?
Unfortunately, no. Once an order is placed, we begin processing it right away and are not able to modify, combine, or cancel it. If you forgot an item, you're welcome to place a new, separate order for it.
I Ordered The Wrong Size Or Item — Can You Change It?
We're not able to edit an order once it's placed. If the item hasn't shipped yet, reach out to Customer Care as soon as possible and we'll do our best to help — but we can't guarantee a change once processing has started. Once it arrives, our return/exchange policy applies (more on that on our Returns page).
Payment Methods
What Payment Options Do You Accept?
Visa, Mastercard, American Express, Discover, Diners Club, ELO, JCB, Afterpay, Venmo, Shop Pay, and PayPal.
What Is Afterpay And How Does It Work?
Afterpay lets you split your purchase into four equal, interest-free payments made every two weeks. Choose Afterpay at checkout — your total must be between $35 and $1,000. Your first payment is due at checkout; the rest are charged automatically to your Afterpay account.
What If I Can't Pay An Afterpay Installment?
Late fees may apply if a payment doesn't go through on time — see Afterpay's complete terms for details.
How Does Shop Pay Installments Work?
Shop Pay lets you split a purchase between $50 and $3,000 into four equal, interest-free bi-weekly payments, with no impact to credit for checking eligibility. Manage your installments anytime from the Home tab of the Shop app.
Returns, Made Easy
You've got 30 days from the ship date to send something back, and Loop Checkout+ can make your return free. Full details — including damaged/defective items and wrong-item fixes — are on our Returns page.
VIEW RETURNS POLICYShipping, At A Glance
Standard orders process in 1-3 business days, with Standard, Priority, and Express options at checkout — plus free shipping on domestic orders over $99. Rates, timelines, and international details are on our Shipping page.
VIEW SHIPPING INFOAccessibility, Prop 65 & Tax Notices
Accessibility Statement
PL Merch House is committed to a website accessible to the widest possible audience, in line with WCAG 2.0 standards. If you experience any difficulty accessing this site, call 270-495-3636 or email accessible@pinklily.com — we'll work with you to provide what you need through an accessible alternate method.
California Proposition 65
Some products (e.g. items made of vinyl or imitation leather) may contain trace chemicals covered under California's Prop 65. See California's Prop 65 site for details, or email privacy@pinklily.com with questions.
Alabama Sales Tax
PL Merch House collects the simplified sellers' use tax on taxable transactions delivered into Alabama and remits it on the customer's behalf (Seller's program account number: SSU-R010384097).