FAQs
How do I cancel or make changes to my order?
Our system is designed to fulfill all orders as quickly and efficiently as possible. Once an order is placed, we are unable to make edits as they quickly route to our fulfillment partners. If you have any questions, please click here to contact our service team.
How will I know if my order was successful?
When an order is placed, it is vetted by fraud protection. If fraudulence is detected, the order will be placed on hold. After further investigation, the order will either be approved or canceled.
- If additional information is required to approve your order, a member of our fraud protection team will reach out to you within 24 business hours via email.
- If fraud is detected, your order will be automatically canceled. If you feel your order has been incorrectly canceled, please click here to contact our service team.
Help placing an order
If you’re having trouble placing an order or your order is declined, please ensure you are entering the correct billing details associated with the payment method you are using.
If you still require additional assistance, please click here to contact our service team.
Why was my order delayed?
We do our best to ensure on-time deliveries however, order delays can happen for a variety of reasons. If you have not received a shipping confirmation email within 4-7 business days from date or purchase, please click here to contact our service team.
I didn't add Order Protection to my order, but I need to make a claim.
Lord & Taylor is exempt of liability if the customer opts out of Order Protection. Reorder requests may be rejected at the discretion of the Lord & Taylor customer service team. If you have any questions, please click here to contact our service team.
I received most of my order, but I'm missing an item, what should I do?
Lord & Taylor works with several partners that ship directly from their fulfillment centers. Please check your order for multiple tracking numbers. If you have any questions, please click here to contact our service team.
What is order protection?
OrderProtection.com covers your order for every major issue that can occur during shipping. Your order will be protected against loss, damage, theft, wrong items, defective items and missing items. If something goes wrong during shipping, you can quickly file a claim in a few clicks. You'll receive a refund or reshipment if your claim is approved.
If Order Protection is removed at checkout and/or not applied to your order, Lord & Taylor is not liable for any lost, damaged, or stolen packages.
How do I purchase Order Protection?
In your cart, there is a toggle to turn Order Protection on or off. Turn on Order Protection to purchase protection for your order! If you have protection turned on, you will see it appear as a line item during check out.
How do I file a claim with OrderProtection.com?
Click here to file a claim. Please note that you’ll only be able to file a claim if you purchased Order Protection when placing your order.
What does OrderProtection.com cover?
OrderProtection.com covers your order for loss, damage, theft, wrong items, defective items and missing items.
All claims will be reviewed before approval and are eligible for up to a maximum coverage of $5,000 per claim.
How much does Order Protection cost?
Order Protection will cost 2% of the value of your order.
How long does it take for my claim to get resolved?
You'll typically get a response within an hour, and most claims are resolved that same day. OrderProtection.com has 24/7 support staff so you can expect responses and communication around the clock.
How long do I have to make a claim?
You can submit a claim 30-45 days from the date you placed your order depending on the claim type.
What are OrderProtection.com’s Terms and Conditions?
OrderProtection.com's terms and conditions are listed here: https://orderprotection.com/terms
What are my payment options when placing an order?
Lord & Taylor offers several payment options for your convenience. We partnered with Klarna for an installment payment method. We also partner with Shop Pay & PayPal. In addition, we offer payment by credit card, debit card or gift card.
If you checkout using a third party payment partner such as Klarna, PayPal, ShoPay, ApplePay etc. please be advised that your order will automatically ship to the default delivery address you have saved in the account you are using to checkout.
Why is there a charge on my card if my order was cancelled?
Most financial institutions take 3-5 business days to reverse a transaction or drop an authorization. Please note this is the standard timeframe however some banks may take longer than 3-5 business days. If you still see an actual charge after 10 business days, please click here to contact our service team.
Can I use my old Lord & Taylor Credit Card to make purchases?
Unfortunately Lord & Taylor credit cards were issued under different ownership and are not valid on our site. If you have any questions about your Lord & Taylor credit card account please contact the number behind the card.
How do I use my Lord & Taylor Gift Card?
To redeem a Lord & Taylor gift card, please enter the gift card code into the “gift card or discount code” field at checkout. Unfortunately, we do not accept the former Lord & Taylor gift card to pay for purchases. If your gift card was issued/purchased before October of 2024, please be advised it is not valid on our site as it was issued while under different ownership. Regrettably those gift cards cannot be redeemed or honored.
How do I use a promo code?
To redeem a promotion code, please enter the promo code into the “gift card or discount code” field at checkout. If a promo code is invalid, the code is either expired or the merchandise in your cart does not qualify. Please refer to our promotion code disclaimer. If you have any questions, please click here to contact our service team.
Why is my promo code not working?
If a promo code is invalid, the code is either expired or the merchandise in your cart does not qualify. Please refer to our promotion code disclaimer. If you have any questions, please click here to contact our service team.
How can I track my order?
If you have a Lord & Taylor account, you can track your order by logging in and navigating to “My Orders” in the Account menu. There, you can access your order info and shipment status.
If you do not have a Lord & Taylor account, you will receive a shipping confirmation e-mail with tracking information from the carrier.
What is the shipping policy?
Lord & Taylor offers free standard shipping on all orders!
Shipping Times & Rates:
- Express Shipping: Rates are based on the vendor's policy and will be reflected in the cart if selected.
- Multiple Vendors: As we utilize various vendors, shipping times and rates may vary accordingly.
- No Guaranteed Shipping Times: Lord & Taylor cannot guarantee shipping times as they depend on the shipping company.
- Shipping Locations: We ship to the 48 contiguous United States
Can I ship something internationally?
Lord & Taylor does not currently offer international shipping options.
Do you ship to APO/FPO, or PO Boxes?
Lord & Taylor does not currently offer shipping to APO/FPO or PO boxes.
Order Processing
Standard Processing Time: Orders will ship within 24-48 hours. In case of specialty items they will be shipped according to the vendors schedule and might take 5 days to ship.
Weekend Orders: Orders placed after 5 PM EST on Friday will ship the next business day.
What should I do if my order says it’s delivered but I haven’t received it yet?
Please allow an extra day for the carrier to deliver your order. We also recommend checking hidden areas such as behind a planter, or bush, or with your neighbors/household members to see if it was picked up for temporary safekeeping.
If you still have not received your Order Protection protected order, please file a claim here. Lord & Taylor is exempt of liability if the customer opts out of Order Protection.
Restrictions & Surcharges
Please review our shipping policy for more information. (link “shipping policy” to the Shipping & Returns page in footer)
What is the return policy?
Eligible items purchased on https://lordandtaylor.com/ can be returned within 30 days from the date of purchase. The return window for luxury items is 14 days as noted on the product page. All items must be unworn, unwashed, undamaged, and with all original tags and packaging still attached. Final Sale items cannot be returned.
If your item does not meet this criteria or if you return an item after your return window has expired without authorization from a customer service team member your return will be considered forfeited, and will be handled at Lord & Taylor's sole discretion.
Please note that we do not accept returns on any items purchased from our Lord & Taylor Outlet locations.
How do I start a return?
You can initiate a return for your eligible item(s) through our returns center. To visit, click here.
If you experience any issues, please contact our customer service team at cs@lordandtaylor.com.
How do I exchange an item?
You can initiate an exchange through our returns center. To visit, click here.
If you experience any issues, please contact our customer service team at cs@lordandtaylor.com.
How much time do I have to return something?
Our return window begins 14 to 30 days from the date of purchase.
How are my refunds credited?
Refunds are issued to the original form of payment less the cost of the return shipping label.
Can I place all return items into one box?
Our returns center will print the correct number of labels based on where the merchandise was originally shipped from. If you are returning more than one item, please ship items separately with the corresponding labels.
How do I obtain a new return label?
Please begin your return process by clicking here. Your return label(s) will be generated per item. You will be responsible for the cost of all return labels.
Are there return/restock fees associated with my return?
The vendor determined shipping fee will be calculated at the time you create your RMA (return merchandise authorization) and will be deducted from your original merchandise amount refund. Original shipping and handling fees are non-refundable.
I want to exchange for a different size and/or color, what do I do?
Please start an exchange through our returns center. To visit, click here.
If you experience any issues, please contact our customer service team at cs@lordandtaylor.com.
Where are you located?
While we don't have any brick-and-mortar locations, Lord & Taylor is committed to bringing you the best online shopping experience possible. Comb through thousands of luxury items using our search feature, or reach out to us at cs@lordandtaylor.com with any questions.
What happened to my orders placed before October 2024?
We do not have access to orders placed prior to October 2024.
I have a gift card I obtained before October 2024 – is it still valid?
No, we don't have record of any transactions prior to October 2024.