FAQ
Orders & Payments
Can I change or cancel my order?
Orders are processed shortly after they are placed, so we have a limited window in which changes or cancellations may be possible. If you notice an error with your order, please contact Customer Care immediately. While we will make every effort to accommodate your request, we cannot guarantee that changes or cancellations can be made once an order has entered processing.
When will I receive my order confirmation?
Once your order has been successfully placed and authorized, you’ll receive an order confirmation email with your order details.
How can I track my order?
Once your order ships, you’ll receive a shipping confirmation email with tracking information. You can also track your order through our Track My Order page.
What payment methods do you accept?
We accept Visa, Mastercard, Discover, American Express, PayPal, Amazon Pay, Google Pay, Apple Pay, Shop Pay, and Klarna. We do not accept personal checks, money orders, or direct bank transfers.
How do I apply a discount?
Discount codes can be entered at checkout. Please refer to the terms of your promotional offer for eligibility and exclusions. Discounts, including promotional codes and automatic discounts, cannot be combined unless otherwise stated. Collaborations, third-party products, and sale merchandise are not eligible for discounts.
What is Klarna?
Klarna is a payment service that allows eligible customers to split their purchase into four payments made every two weeks. Payment options and eligibility are determined by Klarna at checkout.
How does Klarna work?
Select Klarna at checkout to see the payment options available for your purchase. If you are eligible for Pay in 4, your purchase will be divided into four equal payments, with the first payment collected when your order is placed and the remaining payments collected every two weeks.
For more information about Klarna, including payment schedules, eligibility, and managing your payments, visit our Klarna FAQ.
Can I use Klarna if I need to return my order?
Yes. Klarna purchases are subject to our standard return policy. Once an eligible return has been processed by LoveShackFancy, Klarna will update your payment plan or refund the applicable amount according to the terms of your purchase.
If you have questions about your Klarna payment plan or account, please visit our Klarna FAQ or contact Klarna directly.
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Shipping & Delivery
When will my order ship?
We strive to process all orders within 1–2 business days. During high-volume periods, including holidays and popular collaboration launches, please allow up to 5 business days for your order to ship.
Orders are processed Monday through Friday, excluding U.S. holidays. Orders placed after 12 PM ET Monday through Friday will be processed the following business day. Orders placed over the weekend will be processed on Monday.
How long will delivery take?
Delivery times vary based on the shipping method selected at checkout. Estimated delivery times are provided at checkout and begin once your order has shipped. Delivery times are estimates and are not guaranteed in the event of circumstances beyond our control.
How can I track my order?
Once your order ships, you’ll receive a shipping confirmation email with tracking information. You can also track your order through our Track My Order page.
What does it mean if an item is marked “Pre-Order”?
Pre-order items are available to purchase before they are ready to ship. The expected shipping date will be noted on the product page. Payment for pre-order items is collected at checkout, and you’ll receive an email once your order ships.
What if I receive a damaged or incorrect item?
If your order arrives damaged or you receive an incorrect item, please contact Customer Care within 48 hours of delivery with your order number and photos of the item and packaging so we can assist you.
What if my package is lost or stolen?
If your tracking information shows that your package was delivered but you cannot locate it, please check around your home and with neighbors, roommates, your doorman, or your building’s mailroom or front desk. We unfortunately cannot otherwise assist with packages that are marked delivered.
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Returns & Exchanges
What is your return policy?
Domestic returns are eligible for a refund if postmarked within 14 days of delivery. Full-priced merchandise, unless marked Final Sale, may be returned for a refund to the original payment method. Gift returns are eligible for store credit.
Items must be returned unworn, unwashed, in original condition, with all tags attached. Final Sale items are not eligible for return or exchange.
A $9 restocking fee applies to online domestic returns and is waived if you choose store credit or return your item in person at a store.
How do I start a return?
For eligible domestic returns, you can begin the process through our return portal .
Do you accept international returns?
International orders are generally not eligible for return, except where required by applicable law.
What is the return policy for EU/EEA customers?
Customers in the European Union or European Economic Area may have a statutory right to withdraw from an eligible online purchase within fourteen (14) days after receiving their order, subject to applicable exceptions. To exercise this right, you must notify us before the 14-day withdrawal period expires.
After notifying us, you have fourteen (14) days to return the item(s). Items should be returned unworn, unwashed, in original condition, with all tags attached, unless otherwise required by applicable law.
Unless otherwise required by applicable law, you are responsible for the direct cost of returning the item(s). A $30 return shipping cost will be deducted from your refund. Customized or personalized items and certain sealed goods may be excluded from the right of withdrawal where permitted by law.
You can exercise your right of withdrawal through our withdrawal portal or by contacting Customer Service.
What is the return policy for UK customers?
If you are a consumer located in the United Kingdom, you have the right to cancel your online purchase within fourteen (14) days of receiving your order. If you exercise this right in accordance with applicable law, you then have fourteen (14) days to return the item(s).
We will refund the purchase price of the returned item(s) and any standard outbound delivery charges required by law without undue delay and, in any event, no later than fourteen (14) days after the day we receive the returned item(s) back, or, if earlier, the day you supply evidence that you have sent them back.
Any additional amount paid for expedited or premium shipping may not be refundable, except where required by applicable law.
You are responsible for the direct cost of returning the item(s), unless the item is defective, faulty, or we are otherwise required by law to cover the return shipping cost. If you use our prepaid return shipping label, the cost of return shipping will be deducted from your refund.
You may try on the item(s) as you would in a store, but please do not wear or use them beyond what is necessary to inspect them. Items should be returned unwashed and with all tags attached. We may reduce your refund to reflect any diminished value resulting from handling beyond what is reasonably necessary to inspect the item(s), as permitted by applicable law.
You may exercise your right to cancel by contacting [email protected] .
Can I exchange an item?
For domestic customers, we offer even exchanges for a different size or color of the same item, subject to availability. Your replacement item will ship at the time of the exchange.
A credit card is required to authorize the value of the item being returned. The original item must be shipped within 7 days and returned in its original condition. If the item is not shipped within 7 days or is not received in its original condition, the card provided may be charged for the full value of the item.
If an item received through an exchange is subsequently returned, the $9 restocking fee applies.
What items are Final Sale?
Final Sale items are clearly marked on the product page, in cart, and at checkout and are not eligible for return or exchange.
All sale items, select collaborations, LoveShackFancy Beauty fragrance products, customized items, panties, and panty sets are Final Sale.
When will I receive my refund?
Domestic refunds are processed within 7–10 business days after your return is received. Please allow an additional 3–5 business days for your bank to post the refund.
Can I return an online order to a store?
Yes. Eligible domestic online purchases may be returned in person at a LoveShackFancy store. Online returns cannot be mailed to stores.
Can I return an item purchased in store?
For purchases made at a LoveShackFancy store, please contact the store where your purchase was made. Our online and in-store systems operate separately.
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Products & Sizing
How do I choose the right size?
You can reference our Size Guide and size conversion chart by product category. Because each silhouette is unique, many product pages also include detailed measurements and fit information.
What if I’m between sizes?
We recommend reviewing the Product Fit section on the individual product page for additional measurements and fit details.
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Gifting
Do you offer gift packaging?
Yes. Gift packaging is available for online orders for a $20 flat fee. All items in the order will be gift packaged in our signature pink box with gold foiling, LoveShackFancy ribbon, and LoveShackFancy tissue paper.
Oversized items are excluded, and the number of boxes included will depend on the size of your order. Our largest gift box is 18" × 14" × 7".
Gift packaging is nonrefundable and cannot be added or removed after checkout. Discounts cannot be applied to gift packaging.
Can I purchase gift packaging separately?
Yes. Gift bags and gift boxes are available for separate purchase and are sold individually.
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Customization
What is your customization policy?
Custom embroidery is available on select styles. Customized items are made to order and are Final Sale. They cannot be returned, exchanged, canceled, or modified once an order has been placed.
Customized items are not eligible for discounts or promotional pricing unless otherwise stated.
How long does customization take?
Please allow up to 5 business days for customization before your order ships. Items in an order containing a customized item will ship together once customization is complete. Some non-customized items may ship separately from our stores.
If you need an item sooner, we recommend placing a separate order.
Can I use a discount on a customized item?
Customized items are not eligible for discounts or promotional pricing unless otherwise stated.
What if there is an issue with my customized item?
Each customized item is carefully inspected before shipment. If your order arrives with a defect or an error on our part, please contact Customer Care for assistance.
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International Orders
Do you ship internationally?
Yes. We ship to select international destinations. International orders are processed Monday through Friday, excluding holidays. We strive to process orders within 1–2 business days, with up to 5 business days during high-volume periods.
International shipments typically take 2–5 business days for delivery.
What currency will I be charged in?
Prices are displayed and charged in USD.
Are duties and taxes included?
Duties and taxes are prepaid and calculated at checkout. Shipping rates vary by destination and are displayed at checkout.
Which countries do you ship to?
We ship to a wide range of international destinations. Available destinations and shipping options are displayed at checkout based on your shipping address.
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Collaborations
What is your collaboration policy?
Select collaborations are Final Sale and are not eligible for return or exchange. Collaboration merchandise is also not eligible for discounts unless otherwise stated.
Due to limited availability, purchases are limited to 20 units per style, per order. We reserve the right to cancel orders that violate our Terms of Use.