FREQUENTLY ASKED QUESTIONS

No, a registered account is not required to place an order on our website. A registered account makes it easier to keep track of your previous order history, and save your information for a faster checkout in the future but is not required. If you would like to receive loyalty reward points for making purchases, referring friends, and more, you'll need a registered account to start. You can sign up or login here.

You can enter your discount code in the slide-out Shopping Bag while you're adding items to your bag or you can enter your codes directly on the checkout page after you've selected the styles you would like to purchase.

 If you are shopping on a mobile device, you will need to click "Show Order Summary" on the checkout page which will display the discount code box where you can enter your discount code or gift card number.

No worries, we'd be happy to manually apply your discount code to your order. Please use the contact us page to reach our client services team. Please include your name, order number, and discount code in your message.

We same orders same or next business day (Monday through Friday). If an order is received by our fulfillment center before 1:00 PM Eastern time / 10:00 AM Pacific time, we will ship your order same day. This includes all shipping methods (ground delivery or expedited services). If your order is received after 1:00 PM Eastern time / 10:00 AM Pacific time, it will be fulfilled and shipped the next business day.

You can cancel or edit your order before it is fulfilled and shipped by our fulfillment center. After you place an order, there will be links at the top of the order confirmation page which allow you to edit your order or cancel it entirely.

An order can be edited to correct an address, change a style size or color, or remove/add an item all together. When an order is edited, we will cancel and refund the original order, and recharge your payment source for the amount of the edited order.

If an order is cancelled, it will be immediately cancelled in our system and a refund will be issued to your original payment source. Please note that some banks can take up to 48 hours to reflect refunds issued to your account.

If you attempt to cancel an order or edit an order after it has been fulfilled, our website will inform you that it is no longer possible to do. In such a case, we kindly ask that submit a regular return request by clicking Start a Return. If an order has shipped to an incorrect address, please contact us so our client services team can assist you in trying to correct the issue while your package is in transit.

When purchasing a back-ordered or pre-ordered item, your payment source will be charged at the time of purchase for the item(s). We provide expected shipping dates on each product page as well as in the shopping bag before checkout so that you can determine if the shipping window and wait for a particular item is desirable for you.

You can always edit your order and cancel the item if you determine at a later time that you no longer want to wait for the item to ship. There is an 'Edit Order' link that can be found in your original order confirmation email.

We do our best to meet our shipping window estimates, but cannot guarantee that the item will ship on the exact date that we provide. If you don't receive a shipping email around the date that you were expecting your back-order/pre-order item to ship, please contact us to inquire about your order and our client services team will provide you with an accurate update on delivery expectation.

We understand that not everyone loves online ordering, or has the ability or desire to place an order through our website. If you would prefer to place your order by phone, please call us during business hours (Monday - Friday, 10 AM - 6 PM Eastern time) at (212) 967-7896 and our client services team will be happy to place an order on your behalf.

We currently accept the following forms of payment:

 • Credit card (Visa, Mastercard, American Express, Discover Card)
• Shop Pay (Shopify Express Checkout)
 • Shop Pay Installments
 • PayPal Express Checkout
 • AfterPay
 • Apple Pay (on eligible devices)
 • Google Pay

 We do not accept checks, bank transfers, or cash on delivery as forms of payment.

Unfortunately, we do not ship internationally at this time. We are currently only able to fulfill orders shipped to the United States.

All orders valued at $100 and above are eligible for free standard shipping. We use UPS ground as our standard shipping service.

We ship our orders through UPS and through the United States Postal Service. Most orders (Standard, Second Day, and Overnight) are shipped by UPS. For special circumstances we will ship your order through the United States Postal Service when we are required to by geographical restrictions or upon special request. Please contact us before placing your order if you have a special shipping request for your order.

Yes! We understand wardrobe emergencies can occur or last minute events call for something new right away. We offer second day and overnight shipping through UPS as a paid upgrade to your shipping service. Please note that this does not always include Saturday or Sunday as eligible delivery days. We urge you to live chat or call us during business hours before placing your order if you have a tight timeframe requirement and one of our team members will be more than happy to give you an accurate expectation for how quickly we can get your order to your door.

We ship same or next business day from our fulfillment center in New York City. Most standard shipping ground packages will take between 2 and 6 business days to arrive at your door, excluding any shipping courier delays which are out of our control. The closer you reside to New York City, the quicker your package arrives. All second day and overnight packages are guaranteed by UPS to arrive in two or one business days, respectively. Please note that this sometimes can include Saturday (depending upon if UPS delivers in your shipping area on Saturdays) and never includes Sunday.

We do not ship orders on Saturdays or Sundays. This includes second day or overnight orders as well. Our business shipping days are Monday through Friday.

UPS does delivery all levels of service (ground, second day, and overnight) on Saturdays to most major metropolitan areas.

If you are outside of a major metropolitan area, your package will most likely arrive between Monday and Friday. If your order was shipped through the United States Post Office (special shipping addresses such as APO and PO boxes) or your order is under 16 ounces in weight) then Saturday is included in the shipment window delivery estimate.

Yes! We will ship your package via United States Postal Service First Class or Priority Mail if you ship your order to an APO or PO Box as we are required to. Delivery through UPS will not be possible to APO or PO boxes.

Each shipment we send will send an automated email containing a tracking number for the package. The tracking number can be clicked on to track your package directly with the courier. We also send email notices to inform you of any expected late deliveries or exceptions that may have occurred along the way.

Please contact us right away with your name and order number (starts with a 10001...) so a client services team member can determine what has happened with your package.

All Lola & Sophie styles are designed with true-to-size fit in mind. If you're new to the brand, we recommend starting with whatever size you would typically wear in comparable designs. Some styles can be intentionally loose fitting or boxy on the body, while others can be more form-fitting and intentionally snug. This is usually mentioned in the style description. If you are in between two standard sizes, we recommend either sizing up or down based on how boxy or form-fit the style appears to be in its photos.

We provide a 'Size Guide' link on each product page that will indicate our brand's sizing requirements for the specific type of garment that you are viewing. It is located near the size selection options on each product page above the 'Add to Bag' button.

We also have stylists on our client services team that would be happy to advise you based on your measurements.

You can call us at (212) 967 - 7896, live chat with us during business hours, or reach us through our contact us page. Let's find your perfect fit!

Yes! We offer digital online store gift cards in different incremental values. You can find the link to purchase a gift card in the footer of our website, or by clicking here.

Your gift card is issued in the form of a discount code or applied directly to your registered customer account if you have one. If you have a code, you can enter it in the 'Discount' field during checkout.

If you complete a purchase valued less than the total value of your gift card, the balance will remain on the card for you to use again on a future purchase.

Gift cards have no expiration date.

If you are not completely satisfied with your lola & sophie purchase, you can return or exchange it within 30 days of the order shipping date. We accept the return of merchandise in its original condition (unworn, unwashed, with original tags attached) or defective/damaged merchandise. Refunds for merchandise requested within 30 days will be credited in the same form as the original payment method or as online store credit which you'll specify during your return request. We kindly ask our customers to provide reasons for returns and exchanges only to better our brand.

Requirements

• Items must be unworn, unwashed, not altered, and the original tags must still be attached.

• Items must be free of stains, makeup, deodorant, wear, or scent.

• We can only accept returns for merchandise that was purchased from our website, lolaandsophie.com, and through Facebook or Instagram checkout. We are not able to accept returns or honor exchange requests from merchandised purchased at one of our retailers.

• We are not responsible for packages that are not received.

• We reserve the right to deny refund or exchange requests if the merchandise does not meet our return policy requirements.

• We reserve the right to refuse any packages shipped to our returns department without a shipping label generated by our returns system.

• Item(s) must not have been marked as 'Final Sale' at time of purchase. This includes all styles in our 'Last Chance' category (styles priced $65.00 and below) as well as face masks.

All items priced above $65.00 (including those on sale) at the time of your purchase can be returned for a refund to your original payment source, store credit, or exchanged for a different item.

 All items priced $65.00 and below at the time of your purchase are ineligible for return or exchange. Items priced $65.00 and below are those located in our 'Last Chance' category which are marked as final sale. We are also unable to accept the return of face masks.

Please visit our Start a Return page to request a return shipping label for either a refund or an exchange. If you choose to return your style(s) for refund, they will only be credited back to your original form of payment. You can also find this link in the footer of our website on a desktop computer and in the slide-out sidebar menu on mobile devices.

Gift cards are considered final sale purchases and are not eligible for return at this time.

Return for Refund

If you request to return any items from your order for a refund to your original payment source, there is a $8.99 fee for the return shipping label which will be automatically generated and emailed to you upon completing your return request. This fee is automatically deducted from your refund total.

Return for Exchange

 If you choose to exchange any items from your order, we cover the cost of the shipping label for you and there will be no fee for receiving your return shipping label.

No, we do not charge a restocking fee.

Your exchange order will be fulfilled and held for up to 30 days after you request your exchange. We ship your exchange order either the same or next business day after our fulfillment center receives your original order back. You will receive email notifications that your exchange order has been shipped as soon as it's on the way.

We process all returns and exchanges that we receive within 7 to 10 business days. After we check your return in, you'll be notified by email that your refund or exchange order is on its way.

For refunds, the amount of time that it takes to see the refund reflected in your account after we process your return can vary greatly depending upon how you paid for your order. Orders paid by credit card directly typically take 2 to 5 business days to show on your statement. Orders placed by third party payment methods (PayPal, Afterpay, Amazon Pay, Google Pay) can take between 6 to 10 business days to reflect on your statement.

Despite multiple quality checks to ensure that our merchandise is shipped at desired quality levels, mistakes can happen and items can become damaged during packing and/or transit. We apologize for any inconvenience that receiving a damaged item may have caused you.

Please contact us so a member of our client services team can rectify the situation immediately for you. There are no shipping label charges for damaged items and we'll ship you a replacement item (pending availability) right away otherwise issue you a refund if a replacement item is unavailable or out of stock.

We have a great about us page that shares some background about the brand, our designer, and what we stand for.

We also share new designs and style highlights on our social media pages if you'd like to see more!

• Facebook
• Instagram
• YouTube

You have rights to your privacy as a lola & sophie customer. We've outlined how we use data in our Privacy Policy as well as in our Terms of Use. If you have questions about either of of these policies, we'd be happy to discuss them in detail with you. Please reach us through our Contact Us page.

We also provide a quick and simple form to limit our sharing of your information for any purpose by submitting a Do Not Sell My Information request.

We're very sorry for any inconvenience that this may have caused you. If you're trying to complete an order or request a return, please call us at (212) 967-7896 so one of our client services team members can immediately assist you.

If you've encountered bug, or something that doesn't seem to be functioning properly on our website, please email us at webmaster@lolaandsophie.com to let us know what the problem is.

In the footer of each email that we send our subscribers, we include an 'Unsubscribe' link. Our marketing emails also include an option to receive emails less frequently. Please note that review requests, loyalty rewards, and marketing emails will each contain their own 'Unsubscribe' link for that type of email. Transactional emails such as order confirmation, shipping updates, etc., cannot be opted out of.

Alternatively, if you're having trouble locating the links or no longer have the emails that contain the unsubscribe links, we'd be happy to opt-out on your behalf. Please visit the contact us page to let us know which types of emails you'd like to stop receiving.

If you received one of our catalogs and would prefer to opt-out of receiving them in the future, please visit our contact us page and request to no longer receive physical mail from us.

We constantly strive to better our brand and we'd be happy to hear from you with whatever feedback (positive or critical) you may have. Our customers are at the heart of this brand and we value your feedback greatly. Drop us a line on our contact us page!

We're here to help. You can visit our contact us page and reach us by whichever means you prefer. We also have a live chat available during business hours which is the fastest way to reach us. Our client services team will respond to your request within one business day.

We process all returns and exchanges that we receive within 7 to 10 business days. After we check your return in, you'll be notified by email that your refund or exchange order is on its way.

For refunds, the amount of time that it takes to see the refund reflected in your account after we process your return can vary greatly depending upon how you paid for your order. Orders paid by credit card directly typically take 2 to 5 business days to show on your statement. Orders placed by third party payment methods (PayPal, Afterpay, Amazon Pay, Google Pay) can take between 6 to 10 business days to reflect on your statement.

Despite multiple quality checks to ensure that our merchandise is shipped at desired quality levels, mistakes can happen and items can become damaged during packing and/or transit. We apologize for any inconvenience that receiving a damaged item may have caused you.

Please contact us so a member of our client services team can rectify the situation immediately for you. There are no shipping label charges for damaged items and we'll ship you a replacement item (pending availability) right away otherwise issue you a refund if a replacement item is unavailable or out of stock.