Frequently Asked Questions
SHIPPING AND DELIVERY
Why hasn't my order shipped yet?
Orders are processed at our warehouse within 24-48 hours after you receive your Order Confirmation email, excluding public holidays. Once your order has been processed, your parcel will be shipped according to the priority you selected. Please note that processing times are separate from shipping times, and we are unable to guarantee same-day processing.
Once your parcel has been shipped, you will receive a Shipping Confirmation email with a tracking code, which you can use to follow your shipment. Please note that the tracking link may take up to 24 hours to become active.
How long does shipping typically take?
During checkout, you will have the option to choose Standard Shipping or, if available to your destination, Express Shipping.
loinyc.com offers complimentary Standard Shipping to addresses within the United States, which typically takes 3-5 business days. You can find more information about our shipping methods and carriers on our Shipping Policy page, along with the approximate shipping windows for each method.
Why am I receiving multiple shipments for the same order?
We do our best to consolidate all items from your order into one shipment. However, due to varying stock availability at our two U.S. warehouses, orders with multiple items may be shipped separately. In this case, you will receive tracking details as each item ships.
Is it possible to change my delivery address?
If your order has not yet been processed by our warehouse, we may be able to update the shipping address. Once processing has begun, shipping address modifications are no longer possible.
Can I ship to a P.O. box or APO/FPO address?
At this time, we do not ship to P.O. box or APO/FPO addresses.
ORDER
The item(s) I had in my Shopping Bag have disappeared, what can I do?
If an item disappears from your Shopping Bag and is no longer visible on our site, it is likely sold out. This often happens during busy periods. To stay informed about future releases of the style or restocks, we recommend signing up for our email notifications. We also invite you to contact us to inquire about the restock availability of sold-out items.
I haven't receive my Order Confirmation email, has my order been confirmed?
Once your order has been approved, you will receive an Order Confirmation email to the email address provided during checkout. If you haven't received it within 1 hour of placing your order, we recommend checking your spam or junk email folder. If you are still unable to find your Order Confirmation email, please contact us and an Ambassador will be able to assist you.
After your order has been successfully confirmed, if you would like to review your order details and history, please sign in to your account.
Can I modify or cancel my order once it has been placed?
If you have changed your mind about your order after you have placed it, we kindly ask that you contact us as soon as possible. Please note that orders that have already been processed cannot be changed or canceled. If you decide not to keep your order upon delivery, you may return it by following the instructions in our Return Policy.
Where is my order shipped from?
Orders placed on loinyc.com will be shipped from one of our two warehouses in the U.S.. The warehouse that will ship your order is determined based on availability of the item(s) purchased and cannot be selected or changed.
For this reason, if you have placed an order for multiple items you may receive multiple shipments for the same order. Please allow for different delivery times, as items may come from different warehouse locations.
How can I track my order?
If you have an account at loinyc.com you can check your order's shipping status by going to My Orders in the My Account area.
After you have placed your order, you will receive an Order Confirmation email. Once your order has shipped, you will receive a Shipping Confirmation email containing tracking information, which you can use to follow your shipment's progress.
Should you require any further assistance in tracking or locating your order, please contact us and an Ambassador will be delighted to assist you.
RETURNS
What should I know about LOI's Return Policy?
Items purchased on loinyc.com within 30 days of receiving your order are eligible for return if they are in new, unused condition, and have all original tags attached.
Returns are accepted based on LOI's Return Policy. If an item does not meet the eligibility criteria—being new, unused, and with all original tags attached—we will handle it on a case-by-case basis For more details, click here.
Is there a fee for returning an order?
We do not offer complimentary returns in the U.S., and the return shipping fee will be deducted from your refund. For International orders, the return shipping fee will be calculated based on destination and deducted from your refund.
When do I receive my refund?
Once your return has been inspected and accepted by our warehouse, you will receive an email confirmation that your refund is being processed. Please allow up to 10 business days for the entire return process to be completed. Once we completed the processing, the refund will typically be issued within 5-10 business days, depending on your bank or the payment method you used at checkout.
Please note, the refund will be issued to the same account that you used when placing the order.
How do I return an order that was delivered in separate shipments?
If your order was delivered in multiple shipments, we recommend returning each shipment separately. This is because items may come from different warehouses, and each shipment needs to go back to its original warehouse.
To start a return, visit loinyc.com and select Returns at the bottom of the page. Select the items from your first shipment, and complete the return process. Once the return has been successfully registered, you will receive a return label by email. Repeat the same steps for any remaining shipment(s) to receive additional return labels.
Where do I find the QR code for my return?
Not all carriers provide a QR code for returns. If your return is handled by a carrier that offers one, the QR code will be included in the Return Confirmation email along with your label.
Can I exchange an online order?
We do not offer direct exchanges at this time. If you would like to exchange an item for a different size or color, please return the item for a refund and then place a new order in your preferred option.
What do I do if I receive a faulty item?
If you believe an item in your order is damaged or faulty, please contact us with your order number and photographs showing the issue, and an Ambassador will be delighted to assist you.
PAYMENT
Which payment methods can I use?
We accept the following payment methods on loinyc.com:
- All major Credit Cards (Visa, Mastercard, American Express, Discover...)
- Apple Pay
- AliPay
- ShopPay
When will payment be processed?
Payment is taken at the time an order is placed.
Why does my order show "estimated tax" at Checkout?
Sales Tax is applied to your order in accordance with U.S. state and local regulations. For this reason, an estimated tax amount may appear at checkout. The final tax will be automatically calculated after your order ships, based on the shipping address Zip Code. The final tax will always be equal to or less than the estimated amount shown at checkout.
SALE
Can I receive a price adjustment if an item I recently purchased is now on sale?
At this time, we do not offer price adjustments on previous purchases.
Can I return sale items?
Yes, sale items may be returned within 30 days of receiving your order. Please ensure that all pieces are unused and in their original condition, with all original tags attached.
If you don't find the answer in our FAQ, please email us at info@loinyc.com or contact us—an Ambassador will be able to assist you.