Returns / FAQS

WHERE ARE WE LOCATED?

We do not have a physical store location but offer all of our items online through our website. We have warehouses located in California and Utah. Items that are in stock at our warehouses ship within 2-5 business days. Pre-orders are items not currently in stock in our warehouses so there will be a slight delay. These items will be delivered to you in approximately 10 to 15 business days. They're worth the wait!

ORDERS:

WHAT IF I NEED TO MODIFY MY ORDER?

- If you would like to modify your order, please email us at  support@shoploelle.com. Once your order has been fulfilled for shipping, unfortunately, we cannot go back and change it.

I RECEIVED A DAMAGED PRODUCT. WHAT SHOULD I DO?

- Please email us at support@shoploelle.com as soon as you receive your order and send us a picture of the damaged item so it can be verified for return. If no image is received, unfortunately, we can't verify the condition and will not be able to issue a return or refund.

AN ITEM I WANT IS SOLD OUT. WHEN WILL IT BECOME AVAILABLE AGAIN?

- If an item is listed as sold out, it is unfortunately not available for purchase at that time. If more items are restocked, they will then appear in stock on the site again. Periodically check back to see if it's back in stock. Due to suppliers and demand, we can't guarantee an item will be able to be restocked.

I HAVE ORDERED THE WRONG ITEM/SIZE BY MISTAKE. CAN I EDIT MY ORDER?

- Unfortunately, we are not able to change out the items once you have received the notification that the order has been fulfilled. However, if your order hasn't been fulfilled yet, we may be able to alter it once you email us at  support@shoploelle.com


CAN I APPLY MY DISCOUNT CODE AFTER THE ORDER HAS BEEN PLACED?

- The discount code must be applied during checkout for it to work.

 

HOW CAN I CHECK THE BALANCE ON MY GIFT CARD?

- If you would like to check the balance on your gift card, please contact us at support@shoploelle.com.

 

SHIPPING:

WHEN WILL MY ORDER SHIP?

- We ship out all orders within 3-4 business days. The availability of the item(s) or problems of processing credit cards may affect the time rate.

You will receive an email notification with tracking info once your order ships. If you don't receive a shipping confirmation email within 4 business days of placing your order, please contact us at support@shoploelle.com.

Please allow 5-10 business days, excluding holidays, to receive your order once shipped.

MY TRACKING INFORMATION STATES THAT MY ORDER WAS ALREADY DELIVERED BUT I HAVE NOT RECEIVED IT. WHAT DOES THIS MEAN?

- Your package may have been delivered to a different address. Please email support@shoploelle.com. We'll do our best to resolved the issue as quickly as possible. However, the issue may fall in the hands of the mail carrier and they will have to be contacted to investigate the issue.

 

RETURNS/EXCHANGES:

HOW DO I RETURN AN ITEM FROM MY ORDER?

Please note that there will be slight differences in the colors of pictures versus the original due to the lighting and different screen features. The material of items shall be subject to the description and real pictures in the description.

Loelle will ensure every piece of item is well packed and dispatched. We suggest you make sure all items are in good condition and not damaged when you receive your package(s).
 
Damaged Items or Quality Issues:  For quality issues you are able to submit a refund/exchange request within 7 days from your receiving date. You are required to submit pictures of the item, closed shot and full shot, when submitting the return request for damaged, defective or incorrectly sent items. We will take 1-2 business days to review and take the next action. We may require you to ship the item back before approving the refund/resend. After receiving your package, we will process the refund within 3 business days.
 
General Returns:  If you are not happy with your purchase in general, you can return the item(s) within 7 days of receiving the order. Please email us at support@shoploelle.com to let us know about your return, full name, and order number and we will give you further information about how to ship back the item(s).
 
Unfortunately, after the 7 day period has passed, the item is no longer eligible for a refund but we do reimburse for store credit that never expires for up to 30 days after receiving the order. So please, if you are not happy with your item(s), email us as soon as possible so we can get a return started for you.
 
The buyer is responsible for paying shipping costs for returning the item(s). Shipping costs are non-refundable. 

Depending on where you live, the time it may take for your exchanged product to reach you may vary, but we promise on our end to ship your item(s) out to you as soon as the order is received.

If you are shipping an item over $75, we highly recommend using a trackable shipping service or purchasing shipping insurance. We can't guarantee that we will receive your returned item once it is sent out due to mishaps that can happen once packages are released into the postal system.
 
A return/refund cannot be issued unless we are notified, the item(s) are shipped back, and a tracking number is provided.
 
For a full refund we need the item(s) to still have the tags attached, be unworn, unwashed, and free of odors and stains to be eligible. A packaging paper / receipt also has to be included with the item(s) when they're shipped back. A tracking number must be sent to us so the return can be tracked and accepted.
 
Items Not Eligible for Return: Monogrammed items, bodysuits, lingerie & sleepwear, swimwear, jewelry, and accessories (except scarves and bags). Please note that items damaged through normal wear and tear are not eligible for return.
 

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item(s). We will also notify you of the status of your refund or if it will be store credit.
 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a week. If it is store credit, we will email you a code worth the amount of your returned items.


Late or missing refunds (if applicable)
If you haven’t received a refund yet, please first check your bank account again.
Then contact your credit card company; it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@shoploelle.com.

 

Gifts:

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver.

 

HOW LONG WILL IT TAKE TO RECEIVE MY REFUND AFTER I SHIPPED MY RETURN?

- The return process typically takes 1-2 weeks, including the time it takes for the refund to post to your bank statement. We will send a confirmation email once your return is processed.

 

SALE:

CAN I RETURN ITEMS PURCHASED ON SALE?

- Items purchased during sale periods are still eligible for return but must be sent back before the 7 day return window is closed. Please contact us at support@shoploelle.com to get instructions on how to ship the item(s) back.

 

FIT AND SIZING:

HOW DO I KNOW WHAT SIZE WILL FIT ME BEST?

- Need some help with finding your perfect size? Check out our size charts to determine the size and fit of any item. Because sizing can vary between brands, we recommend using a size chart to make your best judgement on the best size for you. If you have any questions about sizing, please email us at  support@shoploelle.com and we will do our best to help you out.


Tops

SIZE   

WAIST   

BUST   

SIZE#   

XS

24"-25"

31"-32"

0-2

S

26"-27"

33"-34"

2-4

M

28"-29"

35"-36"

6-8

L

30"-31"

37"-38"

10-12

XL

33"-34"

40"-41"

14

Bottoms 

SIZE  

WAIST  

HIP      

SIZE#

XS

25"

35"

0-2

S

26"-27"

36"-37"

2-4

M

28"-29"

38"-39"

6-8

L

30"-32"

40"-42"

10-12

XL

33"

43"

14

Dresses

SIZE   

WAIST   

HIP   

BUST   

SIZE#   

XS

24"

34"

31"

0-2

S

26"-27"

36"-37"

33"-34"

2-4

M

28"-29"

38"-39"

35"-36"

6-8

L

30"-32"

40"-42"

37"-38"

10-12

XL

33"

43"

40"

14

 

Shoes

US   

UK   

AUS   

EU   

CAN   

CM   

5

3

5

35.5

5

22.1

5.5

3.5

5.5

36

5.5

22.4

6

4

6

36.5

6

22.9

6.5

4.5

6.5

37

6.5

23.3

7

5

7

37.5

7

23.7

7.5

5.5

7.5

38

7.5

24.1

8

6

8

38.5

8

24.6

8.5

6.5

8.5

39

8.5

24.9

9

7

9

39.5

9

25.4

9.5

7.5

9.5

40

9.5

25.9

10

8

10

40.5

10

26.2

10.5

8.5

10.5

41

10.5

26.7

11

9

11

41.5

11

27.1