Support

We accept returns and exchanges for any unused products within 30 days upon receiving your order. For all orders placed on or after September 14, 2023, a $10 fee per returned item will be deducted from the refunded amount.  The fee is waived for exchanges.  A prepaid shipping return label will be generated after initiating your return. Start a return/exchange here.

We are happy to announce that we now offer international shipping!

 We have partnered with Passport Shipping to ensure a smooth and reliable international shipping experience.  With their expertise and extensive global network, you can trust that your orders will be handled with utmost care and delivered to your doorstep in a timely manner.

We understand that anticipation can be high when waiting for your international order, and we want to be transparent about the timeline. Please allow up to 16 days for your order to be processed, shipped, and received at your specified destination. 

Currently, we cannot accept returns or exchanges for international orders. We encourage you to carefully review your items before placing an order, and should you have any questions, our dedicated customer support team is available to assist you through chat or email.  If you feel that the product you received was damaged or defective, don't hesitate to contact us with a few photos of the item, and we will happily work with you to find a solution.

Shipping fees depend on multiple factors, like the size of your order and where you are located; for these reasons, we do not have a flat fee for international orders. You will be quoted a shipping fee before you check out on our website.

To avoid any surprises, all applicable duties and shipping fees will be calculated at the checkout stage. This way, you can see the total cost of your order, including any taxes or customs charges, before making your purchase.

The team at Passport offers on-page support directly from your order tracking page. Once your order is placed, you will be directed to a page where you can subscribe to email order updates, see the status of your order, and chat with the passport team about all things shipping!

Argentina, Australia, Austria, Barbados, Belgium, Bermuda, Brazil, Canada, Cayman Islands, China, Colombia, Costa Rica, Czech Republic, Denmark, Dominican Republic, Finland, France, Germany, Guatemala, Hong Kong, Iceland, India, Indonesia, Ireland, Israel, Italy, Japan, Kenya, Malaysia, Mexico, Netherlands, New Zealand, Norway, Philippines, Poland, Portugal, Qatar, Saudi Arabia, Singapore, South Africa, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, Trinidad And Tobago, United Arab Emirates, United Kingdom, Aruba, Jamaica, Peru, Chile, Bahamas, Greece, and Vietnam.

Yes, we ship to the UK & EU. To get your order to you, we've partnered with Passport Shipping, and they will be the Seller for all orders to the UK for orders under £135 and orders to the EU for orders €150 and Under.

We currently do not sell our products with any retailers at the moment!

If a payment declines, it may be because the billing address or CVV code was entered incorrectly. We recommend calling your credit card company to confirm that the billing address matches as it does on your credit card statement. If you still have an issue checking out, please email us or try using a different card. 

We do! As long as there is a billing address associated with the gift card. 

If you try to place an order and our system rejects it, it is most likely because the billing address did not match or because the remaining balance on the gift card did not cover the cost of the order. If the card declines, we kindly ask that you call the company that issued the card to verify the balance or confirm the billing address. 

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.

Yes!  When you are ready to order, you may select Paypal to purchase. Please note that the shipping and email address entered in the final step at checkout will be the one we use to ship out your order.

In addition to Paypal, we offer Shop-Pay, Apple Pay, Google Pay, and Facebook Pay (only available at checkout for mobile devices). You may need to select guest checkout using alternative payment methods to enter discount codes. 

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 with the billing or shipping name associated with the order.

We do! We honor price adjustments within our standard return time frame of 30 days from the order delivery date. If the item(s) you purchased go on sale or on a further discount during that time please email us and we will price adjust your order.

Products sold as part of a "Warehouse Sale" are not eligible for price matching.

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 email us.

We do not offer repairs at this time. If you have a concern with your bag, please email us with your purchase information and a few photos of the product so we can work with you to find a solution. 

We proudly offer a free one-year warranty on all our products, covering product damages and defects. Please get in touch with our team directly with a few images of your product and the original purchaser's information (email and/or order number). 

 *Our warranty does not cover third-party purchases; the original Lo & Sons order number and customer information must be provided.

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

Need to return or exchange a gift? We just need the original purchaser's email address or order number:  Initiate a gift return.

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.”

We are happy to return and exchange gifted items. Initiate a gift return.