CREDIT INQUIRIES

Q: How do I contact the credit department?

A: You may login in here to view your account information online or call 1-866-465-8292 with further questions about your account. Please have your account number ready when you call.

Q: How do I apply for a Lord & Taylor card?

A: You can apply for a Lord & Taylor credit card online or at one of our stores.

CREDITS TO LORD & TAYLOR CARDS

Please note that credits can take up to 72 hours to post to the account.

ORDERS

Q: Which method of payments do you accept?

A: We accept the following:

Lord & Taylor Card
Visa®
Master Card®
American Express®
Discover® Card
Pay Pal

Q: Can I use my coupon to make a purchase online?

A: If you have a promotional code, you may redeem it during the checkout process to take advantage of the special offer.

Q: Will sales tax be applied to my order?

A: Lordandtaylor.com is required by law to charge applicable sales tax for orders shipped to states where Lord & Taylor has stores or other operations.

Sales tax will be charged to orders shipped to: CT, FL, D.C., IL, MA, MD, MI, MO, NJ, NY, OH, PA, VA. Tax will be calculated at time of check out and will be included in your order summary.

Q: Is the credit card information I submit secure?

A: Every step of the Lord & Taylor online ordering process that involves credit card information employs Secure Socket Layer (SSL) encryption. SSL renders information unreadable should anyone attempt to intercept it.

Q: Can I place my order through e-mail?

A: While we are unable to place your order via e-mail,  you can call us at 1-800-223-7440 any day, any time.

Q: Can I purchase advertised merchandise?

A: Most of the items in our current catalog(s) are available for purchase online. To find an item from one of our mailings on our site, simply enter the source code into the website's search box. Additionally, you may place an order by calling us at 1-800-223-7440 or visit us in person at one of our stores.

Q: How can I cancel or change my order?

A: Unfortunately, once an order has been placed, it cannot be cancelled or changed because we begin processing immediately. For further inquiries please call us at 1-800-223-7440. Please have your order number ready when you call.

Q: How do I check the status of my order?

A: You will receive an e-mail confirmation after your order is received and again when it is processed and shipped. You may also log into your account on our website to view your current and past orders. Should there be an unforeseen delay in processing your order, you will also receive e-mail notification of this.

Q: How do I track my package?

A: When your order ships, you will receive an e-mail notification that contains the tracking number for your package(s).

Q: What if I have received notification that my order is out of stock?.

A: Unfortunately, we were unable to fulfill your order as the item you requested is out of stock. Your account has not been charged and the order has been cancelled. We apologize for any inconvenience this caused. If you are interested in placing another order, you can e-mail us, or call 1-800-223-7440 any day, any time.

Q: When I add an item to my shopping cart, does it guarantee I have the item?

A: It is not guaranteed that an item is available for sale until you proceed to check out with your order. We strive to maintain accurate inventory records. However, if we discover inventory discrepancies, we may cancel an item or an order if we are unable to fulfill it. In this case you will receive an email notification that we were unable to ship a specific item you have ordered.

Q: Is there a smart phone-friendly version of the website? Can I place orders using it?

A: We are developing a smart phone application and will communicate when it is ready. Stay connected with us on Facebook to get the latest updates.

SHIPPING AND HANDLING

Q: How much does it cost for shipping and handling?

A: You may choose from four shipping options: Standard, 2nd business day, Next business day or Saturday delivery.

Order Total

Shipping Cost

Up to $25.00

$5.95

$25.01 to $50.00

$7.95

$50.01 to $75.00

$9.95

$75.01 to $100.00

$10.95

$100.01 to $150.00

$12.95

$150.01 to $200.00

$15.95

$200.01 to $300.00

$17.95

$300.01 to $500.00

$19.95

$500.01 and over

$24.95

  • Q: How long does it take to ship my order?

    A: The majority of orders placed before 2:00pm ET will ship the same business day.

    Q: When will I receive my order?

    A: For orders shipped within the continental US, the majority of our orders will arrive within 5 business days. Some items in your order may ship from one of our stores and will arrive in a separate package. You will receive a separate shipment confirmation email that will include tracking information for each package. These items may take longer than 5 days to arrive.

    FOR MERCHANDISE:

    Standard Delivery:
    Order is shipped via UPS ground after your order has been processed. Orders received by 2:00 PM will be shipped the same business day.

    2nd Day Delivery:
    Order is shipped via UPS 2nd Business day after your order has been processed.

    Next Day Delivery:
    Order is shipped via UPS Overnight after your order has been processed.

    Saturday Delivery:
    Order is shipped via UPS Overnight after your order has been processed.

    FOR REGULAR GIFT CARDS:

    Standard Delivery: Free via USPS

    FOR VIRTUAL GIFT CARDS:

    Virtual Gift Card: e-mailed within 24 hours from order time

    To send your Virtual Gift Card today, please place your order before 3pm ET. Orders after 3pm ET will be processed the following day, pending credit card authorization.

    Purchases made on a holiday will be sent the next business day.

    Delivery to an incorrect but deliverable e-mail address as provided by the purchaser is the responsibility of the purchaser.

    Delivery to a non-existent e-mail address is the responsibility of the purchaser. Virtual Gift Cards do not expire.

    Q: Can you ship my order outside of the United States?

    A: At this time, we do not ship outside of the United States.

    Q: Can you ship my order to a post office box?

    A: At this time, we do not offer shipping to Post Office Boxes. We appreciate your business and apologize for any inconvenience this may cause.

    Q: My order includes fragrances. Can it be express shipped?

    A: Federal Air Safety regulations prevent the shipment of fragrances via air due to their alcohol content. Please choose Standard Delivery for shipment of these items. Furthermore, Fragrances can only be shipped to addresses within the continental U.S.

    RETURNS & EXCHANGES 

    Q: What is your return/exchange policy?

    A: Please to read our Return & Exchange Policy.

    Q: How can I ship returned merchandise back?

    A: There are two options to send merchandise back to us for a return:

    Option 1 - Use a pre-paid label included separately in your package. A fee of $6.95 will apply.

    • · Fill out the return section of the invoice including item # and reason code
    • · Repackage items and include the invoice in the package
    • · Affix the label below to the return package covering the original label
    • · Drop your package at any USPS location or schedule a free pickup at www.usps.com
    • · $6.95 will be applied to your account for using a pre-paid shipping label

    Option 2 - Return on your own

    • · Fill out the return section of the invoice including item # and reason code
    • · Repackage items and include the invoice in the package
    • · For your convenience, you may use the pre-addressed return label on the front of the packing slip.
    Or send by mail to:

    Lord & Taylor

    Attn:
    Returns Department

    250 Highland Blvd.

    Wilkes-Barre, PA 18702

    • · Pay the postage to any delivery service of your choice
    • · For your protection, we recommend insuring your return shipment

    Q: Can I print a return shipping label online?

    A: To print a return shipping label online, click here. Your account will be charged $6.95.

    Q: What should I do if I received merchandise in error or if it is damaged?

    A: If you received an item in error or it is damaged, please contact customer service at 1-800-223-7440 to receive a return authorization.

    Q: I am a ShopRunner member. Where do I find a free return label?

    A: Please visit www.ShopRunner.com to generate a free return shipping label.

    Q: How can I track my return?

    A: You will receive an email notification when your return is processed. Please allow five business days after we receive your package to receive a credit. If you used our prepaid shipping label to ship returned merchandise, click here to track your shipment. 

    CREDITS TO MAJOR CREDIT CARDS

    Please note that credits can take up to 2 billing cycles to appear on your account statement.

    PRICING POLICY

    Q: What is your pricing policy?

    A: We strive for accuracy in our advertising. There are times, however, that errors occur relating to product descriptions, pricing and availability. We reserve the right to limit orders if inventory runs low due to overwhelming orders. We reserve the right to correct any typographical errors, inaccuracies or omissions at any time without prior notice, including after an order has been submitted. We apologize if this causes any inconvenience.

    Q: What is your price adjustment policy?

    A: Upon request price adjustments will be made on merchandise permanently marked down within 7 days of the original date of purchase. No price adjustments will be made for temporary price reductions.

    Q: How do I get a price adjustment?

    A: Please call us at 1-800-223-7440 within 7 days of the date of your order or visit us at one of our stores. Please be sure to have your order receipt available.

    E-MAIL AND MAILING LIST

    Q: How can I receive Lord & Taylor sales notifications and coupons?

    A: You may sign up online to receive sales notifications and in-store coupons via email.

    Q: Will Lord & Taylor sell or rent my e-mail address to other companies?

    A: No. We use the personally identifiable information you provide for internal purposes, such as confirming and tracking your order, analyzing trends and statistics, and at your request, informing you of our new products, services and special offers.

    We consider the personal information you choose to share with us to be confidential. We do not sell or rent any personal or identifying information you submit through our web site. For a complete description of our privacy policy

    Q: My catalogs and sales promotions are always late. Why?

    A: Our company delivers to the regional post offices in plenty of time to meet our in home delivery dates. Unfortunately, we cannot control the local post offices and when they deliver to each individual home. When there are large apartment/condo complexes, it can sometimes be an issue because of the amount of letters/magazines/flyers etc. an individual carrier can accommodate.

    Please accept our apologies for this inconvenience. This has always been a frustrating problem for any company that mails dated material. This is truly not a Lord & Taylor issue. Please contact the postmaster general in your area.

    As an alternative, you may also sign up on-line to receive our special offers and catalogs via e-mail.

    Q: Can you add me to your mailing list if I live far from a Lord & Taylor location?

    A: Unfortunately, at this time we are unable to send mailers to addresses outside of the areas where our stores are located. If you have Internet access, you are welcome to sign up at our website to receive our special offers and promotions via e-mail. We apologize for any inconvenience this may cause.

    GIFT CARDS

    About our Gift Card & Virtual Gift Card

    Lord & Taylor Gift Cards do not expire, have no fees and are redeemable both in-store and at lordandtaylor.com. Your Virtual Gift card number and PIN # are required for all inquiries. Sales tax may be applicable to any merchandise order that also includes the purchase of a Gift Card.

    Delivery of a Virtual Gift Card to an incorrect but deliverable email address as provided by the purchaser is the responsibility of the purchaser.

    Virtual Gift Cards received in error are subject to cancellation.

    Q: How do I check the balance on a Gift Card?

    A: You can check the balance on by calling 1-800-950-5327.

    You may also check the balance at a price scanner or with a sales associate in one of our stores.

    Q: How do I make a purchase with a Gift Card?

    A: To ensure security for online orders, your Gift Card must contain a PIN #, which is located on the back of the card in the silver "scratch off" box.

    Gift Cards without a PIN # can be redeemed at any Lord & Taylor store or be exchanged for a Gift Card with a PIN #.

    Q: How do I exchange my Gift Card for one with a PIN #?

    A: You may exchange your Gift Card in one of our stores or you may call us at 1-800-223-7440. You may also mail the Gift Card to:

    Lord & Taylor
    250 Highland Park Blvd.
    Wilkes-Barre, PA 18702
    Attn: Fulfillment 

    Q: How do I make a purchase with a Virtual Gift Card?

    A: Virtual Gift Cards can be printed and redeemed at any Lord & Taylor store. Simply present the printout to any sales associate at the time of purchase.

    For online orders, simply enter the Virtual Gift Card number and PIN# during the checkout process.

    Q: Do businesses receive Gift Card discounts?

    A: Businesses purchasing $1000 or more in Gift Cards are eligible for a 10% discount.

    PRODUCT INQUIRIES

    Q: How do I find an item that was advertised or at the store?

    A: Some items are available in-store only. To find an item on-line, you may enter the source code from your catalog in the on-line search box. If you are unable to find an item online, please visit a Lord & Taylor store where a sales associate will be happy to assist you.

    Q: Is all the merchandise in Lord & Taylor stores available online?

    A: Lordandtaylor.com offers a select assortment of merchandise. Not all merchandise in our stores is available online.

    Q: Where can I find product warranty information?

    A: For a free copy of the manufacturer’s warranty on applicable merchandise, please write to:

    Lord & Taylor
    Warranty
    424 Fifth Ave.
    New York, NY 10018

    Please include the manufacturer name and item description with your request.

    Q: I cannot find the item I am looking for. How do I search for it?

    A: Please click on Brands in the right top corner of the screen to locate the brand of an item you are looking for. Then click on a specific brand to see all items that are available for sale.

    GENERAL INFORMATION

    Q: Do you offer gift wrap?

    A: We will gladly wrap your gifts for a nominal fee of $5.95 per item. In the rare instance that the gift-wrap you choose is unavailable, another wrap that best suits your choice will be substituted.

    Q: Do you offer a personal shopping service?

    A: We offer a personal shopping service that is complimentary, convenient and personalized to you

    Q: Do you have size charts on the site?

    A: Yes, we offer size charts for all clothing on the site. They vary by designer, so be sure to look for the one you want on the specific product page. It's located on the second tab, above the item name.

    DOWNLOADS

    Q: Why cannot I open the coupon in my e-mail?

    A: We apologize for the inconvenience. We do suggest that if you have Adobe Reader on your computer or another software program that will open files in a .pdf format, please open your e-mails with that program.

    Q: Can I add multiple gift items to one gift box?

    A: Currently our system cannot give an option to add multiple items to one gift box. Each item will be gift wrapped separately.

    Q: How do I determine the difference between gift-wrapped items?

    A: To indicate what item is located in which gift-wrapped box, we will number items on the invoice and put stickers with corresponding numbers on the boxes.

    CUSTOMER'S BILL OF RIGHTS

    Q: Where can I find a copy of the Customer's Bill of Rights?

    A: View PDF