Returns & Exchanges

Start a return/exchange

International Returns

While we strive to provide the best service possible, we regret to inform you that at this time, we cannot accept returns 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 will be more than happy to assist. Of course, we will always honor our warranty in the rare case a product has a defect or malfunctions.

United States and Territories

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.  You may initiate your return through our portal above and a prepaid shipping return label will be issued.  

Returned products must have their original packaging, uncut hangtag with barcode, and not show any signs of use, wear and tear, marks/scratches, alterations, or any kind of damage. If you are returning products from multiple orders, they must be in separate boxes to ensure proper processing. Additionally please send back the products with a printed copy of your order receipt or packing slip. Please note any shipping fees are not refunded upon receiving the return.

Sale items are generally accepted under our standard return policy unless noted otherwise during the checkout process. If a sale item is non-returnable, the shopping cart will display a message that identifies certain products as “final sale items”. Please note, gift cards are not eligible for returns.

When can I expect my refund? 

Once we receive your returned items, a member of our team will inspect the return to ensure there are no signs of use, wear and tear, or damage. Once your return has been successfully processed a refund will be issued. Please note: It can take 5-7 business days for the refund to show on your bank statement. Returns from multiple orders must be sent in separate boxes to ensure accurate processing.

How does Happy Returns work? 

We’ve partnered with Happy Returns to allow our customers to make printer-free, package-free, sustainable returns in person at various locations across the U.S.

You can initiate your Happy Return directly through our returns portal by opting to drop off your return at a Happy Returns location. Please note we currently only allow for one-item returns through Happy Returns. If you would like to return multiple items, you will be unable to select our drop-off option. 

Happy Returns will email you a QR code and an Express code to provide at your local Happy Returns Bar. Without a code, they will not be able to accept your return, so please be sure to set up the return before heading to Happy Returns and bring your QR code with you.

Can I go to any Happy Returns location?

Yes, you can go to any Happy Returns location. 
Locations can be found here: https://locations.happyreturns.com/

What if I can’t find my QR code?

Happy Returns will email you a QR code to show at your local Return Bar. Without a QR code, they will not be able to accept your return, so please be sure to initiate the return online and get a QR code before heading to a Return Bar.

You will have received your QR code in an email. If you cannot locate this email, please contact our support team at support@loandsons.com

When will I receive my refund?

Your refund will be processed 24 hours after dropoff at a Return Bar.

Shipping

United States and Territories

Shipping Method Price Order Value Estimated Delivery Time
Ground Shipping FREE $250+ Arrives in 3-10 business days.
Ground Shipping $9.95 $60 - $249 Arrives in 3-10 business days.
Ground Shipping $7.95 Below $60 Arrives in 3-10 business days.
Fast $35 Any Arrives in 3-4 business days.

Free Ground Shipping for all orders $250 and more (before tax and after discounts). Orders below $250 will incur a ground shipping fee (shown above) - only available to US addresses.

Orders can take up to 3-10 business days (does not include holidays and weekends) to be delivered.

Due to the impact of COVID-19 there may be delays in shipping and order tracking with our couriers. Our team is working diligently to process orders as quickly as they can but please allow for extra ship time.

Need it sooner? We also offer expedited shipping quoted directly at checkout (excludes Hawaii, Alaska, U.S. Territories and APO/FPO/DPO addresses). Orders over 3+ do not qualify for expedited shipping, please contact support@loandsons.com should there be any concerns with selecting ground service. Kindly note we do not ship or process on Saturdays or Sundays.

Shipping to International Addresses

Shipping rates and taxes will be calculated based on delivery address. Please allow up to 16 days for your order to be processed, shipped, and received at your specified destination.We do not offer expedited shipping on international orders at this time.

More Shipping Information

For more info on shipping, check out our Shipping FAQ page.

FAQ

How do I initiate a return or exchange?

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.

Do you ship internationally?

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

What service do you use to ship internationally?

 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.

How long will it take for my order to arrive? 

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. 

Can I return or exchange my purchase?

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.

What is the shipping fee for my location?

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.

Will I pay any duties or taxes for my order?

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.

How will I receive updates on my order?  

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!

What countries do you ship to?

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.

Do you ship orders to the UK & EU? If so, how will orders be shipped?

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.

Are your products sold in any retailers?

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

Why was my credit card payment declined during checkout?

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. 

Do you accept pre-paid gift cards at checkout?

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.

Do you offer Paypal?

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.

Do you offer alternative payment methods?

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. 

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 with the billing or shipping name associated with the order.

Do you honor price adjustments?

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.

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 email us.

Do you offer repairs?

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. 

Do you offer a warranty?

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.

Do you offer gift receipts?

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.

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. Initiate a gift return.