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?
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).
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.
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.
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 |