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 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.


We offer multiple convenient payment options to ensure a seamless checkout experience:

  • Credit and Debit Cards – We accept all major credit and debit cards, including Visa, Mastercard, American Express, and Discover.
  • Digital Wallets – Shop quickly using Apple Pay, Google Pay, and Shop Pay for expedited checkout.
  • Buy Now, Pay Later Options – Spread your payments over time with flexible installment plans through Klarna, Afterpay, and Flex Pay*.
  • Gift Cards –

    Lord & Taylor Digital Gift Card Policy

    Purchasing Gift Cards

    Lord & Taylor digital gift cards are available for purchase on our website and can be delivered via email to you or directly to your recipient. Once your purchase is complete, the gift card is activated and ready to use immediately.

    Using Your Gift Card

    • Redemption: Digital gift cards can be redeemed at checkout on LordandTaylor.com by entering the unique gift card code in the payment section.
    • Partial Use: You may use only part of your balance. Any remaining value stays on your card until it expires.
    • Multiple Gift Cards: You may apply multiple gift cards to a single order.
    • Combining Payment Methods: Gift cards can be used together with debit or credit cards if your order total exceeds the available gift card balance.

    Validity & Expiration

    Gift cards are valid for one (1) year from the date of purchase. After the expiration date, any remaining balance will no longer be accessible. We recommend checking your gift card balance regularly and planning your purchases accordingly.

    Checking Your Balance

    To check your gift card balance, visit the Gift Card Balance page on our website or contact our Customer Service team.

    Important Terms

    • Gift cards are non-refundable and cannot be redeemed for cash except where required by law
    • Gift cards cannot be used to purchase other gift cards
    • Lord & Taylor is not responsible for lost, stolen, or unauthorized use of gift cards
    • Gift cards have no fees and no service charges
    • This policy is subject to change at Lord & Taylor's discretion

    Questions?

    For assistance with gift cards or any questions about this policy, please contact our Customer Service team at cs@lordandtaylor.com.

    Redeem your gift cards at checkout.

Any additional payment methods will be displayed at checkout when available. Please note that each payment provider operates under its own terms and conditions, which you should review before completing your purchase.

Important: If you checkout using a third-party payment provider (such as digital wallets or buy now, pay later services), your order will automatically ship to the default delivery address saved in that provider's account. Please ensure your shipping address is current before completing your purchase.

*Flex Pay Disclosure: Down payment may be required. Actual terms are based on your credit score and other factors and may vary. APRs range from 0% to 36%. Minimum $100 purchase required. Not everyone is eligible. Loans made through Flex Pay by Upgrade are offered by these lending partners: upgrade.com/flex-pay/lenders, upgrade.com/flex-pay/privacy, upgrade.com/flex-pay/terms. Flex Pay’s address: 275 Battery St, 23rd Floor, San Francisco, CA 94111.

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 Package Protection protected order, please file a claim here. Lord & Taylor is exempt of liability if the customer opts out of Package Protection.

Restrictions & Surcharges

Please review our shipping policy for more information. (link “shipping policy” to the Shipping & Returns page in footer)


Return Policy

Eligible items purchased on https://lordandtaylor.com/ can be returned within 14 days from the date of purchase. All items must be unworn, unwashed, undamaged, and returned with original tags and packaging intact. Final Sale items cannot be returned.

If your item does not meet these requirements, or if it is returned after the 14-day window without prior authorization from our Customer Service team, the return will be forfeited and handled at Lord & Taylor’s sole discretion. Please note that many of our vendor partners — including most luxury items — ship directly from international locations. Return shipping fees for these items may be significantly higher. If return insurance is not selected at checkout, you will be responsible for these costs, which will be deducted from your refund..

How do I start a return?

Return Label Usage Requirements

Return labels must be used within 7 days of generation. If you ship your return more than 7 days after creating the return label:

  • Your refund will not be processed
  • The returned item will be subject to reshipping charges to return it to you
  • The item may be forfeited at Lord & Taylor's discretion
Important: While shipping carriers may physically accept expired return labels, this does not guarantee your return will be processed or refunded. Lord & Taylor tracks the date each return label is created and will not honor returns shipped outside the 7-day label usage window, even if the carrier accepts the package.

To ensure your return is processed:

  1. Generate your return label only when you are ready to ship.
  2. Ship your return within 7 days of creating the label.
  3. Ensure the package arrives at our facility within the 14-day return window from your original purchase date.

If you need to return an item but cannot ship immediately, please wait to generate your return label until you are ready to send the package.

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 much time do I have to return something?

14 days from delivery.

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.

Exchange Policy

Exchanges are only available for the same product in a different size or color. Customers may not exchange an item for a different style, product, or brand. If the desired variation is unavailable, a return may be processed according to our standard return policy.

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.



Authentication Guarantee

At Lord & Taylor, we are committed to offering only authenticated luxury products. All items are sourced from vetted suppliers, authorized retailers, or authenticated through trusted third-party experts. Each item undergoes a verification process to ensure it meets the standards for brand authentication and quality. In the rare event of a concern, we stand behind our process and will work with you to resolve any issues. Please note: Lord & Taylor is not affiliated with, endorsed by, or an authorized retailer for the brands listed unless explicitly stated. All brand names are trademarks of their respective owners.

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.

 

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