Support

Free Ground Shipping - Only available to US addresses. Orders can take up to 3-7 business days (does not include holidays and weekends) to be delivered.

Need it sooner? We also offer expedited shipping quoted directly at checkout (excludes Hawaii, Alaska, U.S. Territories and APO/FPO/DPO addresses). Bulk orders over 10+ units do not qualify for expedited shipping, please contact support@loandsons.com should there be any concerns with selecting ground service. Additionally, be sure to add one business day to all expedited shipping estimates, and kindly note we do not ship or process on Saturdays or Sundays.

How do I initiate a return/exchange?

We offer free shipping on returns or exchanges and accept unused products within 30 days upon receiving your order. Start a return/exchange here.

Do you ship internationally?

Unfortunately, we do not ship internationally at this time. We have had international customers who have had shipping success with a third-party shipping forwarder for their purchase, such as Big Apple Buddy, MyUS.com, or HopShopGo Additionally, Parcl.com is a peer-to-peer network that provides various shipping forwarding services for you depending on your shipping destination.

Are your products sold in any retailers?

We currently sell all of our products online directly to our customers and at the moment do not work with any retailers.

Do you have a showroom?

Great question! If you are in the New York area, we currently are taking showroom appointments at our office located in Brooklyn, New York. There is limited availability but please email us here and we’d be happy to see if we can set up a time slot for you!

Why was my credit card payment declined during checkout?

Payments are often declined because the billing address or CVV code was entered incorrectly. We recommend calling your credit card company to confirm that the billing address matches exactly as it does on your credit card statement. If you are still having an issue, please click here.

Do you accept pre-paid gift cards at checkout?

We do accept them; however, we do not accept orders placed with a prepaid credit card or gift card that does not have billing addresses associated with it. So if you try to place an order and our system rejects the order, it is most likely because a billing address could not be verified. With that said, please call the company that issued the card and verify that the charge was declined. You will most likely also need to ask them to verify or update the billing address for the card if you plan on attempting to place another order. And if you are still having an issue, please click here. NOTE: Please hold on to your pre-paid gift card(s) as any refund for a return/exchange will go back to the original form of payment which will be the pre-paid gift card.

Do you offer Paypal?

We sure do! When you are ready to order you may select Paypal to purchase. Please note that the shipping and email address that is entered in the final step at checkout will be the one we use to ship out your order. If you have any additional questions you can always email our support team here.

Do you offer alternative payment methods?

In addition to Paypal, we also offer Apple Pay & Venmo (which are only available at checkout for mobile devices). If you have any questions regarding these payment options you can always email us here.

What if I never received an order receipt and confirmation, but was still charged for the order?

We first recommend checking spam folders as the confirmations can get filtered there. Alternatively, it could be because the email address associated with the order was incorrect. If you need confirmation that the order was placed, please email us here with the billing or shipping name associated with the order.

How do I clean my bag?

Each product has different care instructions, which you can find on the product page for each bag. In general, if the bag doesn’t require dry cleaning, we recommend first starting off with simple soap and cold water. And we don’t recommend using any hard cleaners since discoloration may occur. If you need further information or have any other questions, please click here.

Do you offer repairs?

We do not offer repairs. However, if you have a concern or defective issue with your bag, please email us here with your shipping information and a photo of your defective product and we will try as hard as possible to make sure you’re happy with your purchase!

Do you offer a warranty?

We do! We offer a free one year warranty, which covers product damages/defects. Not to worry though - if your purchase is beyond the year, we do stand by the quality of our products! You may email us here with a few images of your defective product and someone from our CX team will be sure to assist with your purchase.*

*Please note that third party purchases are not covered by our warranty, the original Lo & Sons order number and customer information must be provided.

Do you offer gift receipts?

We do not offer gift receipts. However, each order includes a packing slip which does not disclose any pricing information.

What is your return policy for sale items?

Sale items are accepted under our standard return policy unless noted otherwise during the checkout process. If a sale item is non-returnable, you should see in the shopping cart a message that identifies certain products as “final sale items.”

What is your return policy for gift items?

We are happy to return and exchange gifted items. Please click here to initiate a gift return.