FAQ

What are your customer service hours?

Feel free to reach out anytime to us at lou@lalignenyc.com. Our customer service hours are 10am ET - 6pm ET, Monday through Friday, and 11am ET - 4pm ET, Saturday + Sunday (excluding all National Holidays). We’ll make sure to get back to you within 1-3 business days.

 

Payment Methods

We currently accept all major credit and debit cards, international credit/debit cards, Shop Pay, Amazon Pay, PayPal, GooglePay, MetaPay and Afterpay.

What is Shop Pay?

Shop Pay offers customers who live in the US the opportunity to pay in fixed monthly installments for your purchases on lalignenyc.com. Shop Pay has an external Application portal in which they will ask for some of your information and perform a credit check when you apply for a loan. This won't impact your credit score. If you are approved, Shop Pay will let you know the cost and timing of each of your installments. Please note that approvals, cost, and timing are at the sole discretion of Shop Pay. For more information, visit Shop Pay’s website.

How do I return an order that was purchased using Shop Pay?

In order to return a garment that was purchased using Shop Pay, please follow our standard return process here.  Once your return has reached our warehouse, it can take up to 10 business days for our team to process and issue your refund. Once your refund is processed by La Ligne, the refunded amount will be returned to your original payment method within 3-10 business days, and your balance will be updated.

Can I split my payment between payment methods?

Unfortunately, we are only able to accept one payment method per transaction.

Will tax be applied?

Tax will be calculated based on the total value of merchandise and applied as governed by state sales tax regulations based on the ship to state. Tax amounts are calculated automatically according to each state’s requirements. La Ligne is unable to change or alter these amounts.

How do I apply my promo code or gift card?

Once at checkout, enter the gift card or discount code in the upper right corner where it says “Gift Card or Discount Code” and click “Apply.” If your discount code is rejected and you believe this to be an error, please contact lou@lalignenyc.com.

Why isn't my promo code working?

If you are an international customer, your promo code will not be automatically applied. In order to apply it to your order, please place your order and email lou@lalignenyc.com to have it retroactively applied.

Gift Cards

Gift cards may be purchased by clicking here or navigating to the Accessories page and scrolling to the bottom. In order to purchase a physical gift card, you must visit one of our retail locations. Please note Gift Cards are final sale.

I didn't receive an item I ordered, now what?

Orders are processed pending item availability and credit card verification. If an item is back-ordered and/or is unable to be fulfilled, Customer Service will contact you via email. Our warehouse has checks and balances in place that should not allow partially fulfilled orders to leave the warehouse, unless it has been specially cleared by Customer Service. If you find that your order has only been partially fulfilled and you were not aware this would be the case, please reach out to us at lou@lalignenyc.com.

Can I place an order over the phone?

If you would like to place an order over the phone, please contact one of our brick + mortar locations. 

 

Can I cancel my order?

La Ligne can accept requests to cancel an order within 30 minutes of placing the order, if the request is made between 10am-6pm, Monday - Friday. We are not able to cancel orders placed on weekends. If your order has already been processed, we will not be able to accommodate cancellations or adjustments. Please wait to receive the package to initiate a return.

How much is shipping?

• We offer $9.95 ground shipping to the contiguous United States.
• You may select overnight delivery for a $45.00 fee.
• Customers located in NYC (you must have a New York, New York address) may select same day delivery for a $65.00 fee.
• All overnight and same day orders must be received by La Ligne before 12:00 PM EST and are not eligible for weekend delivery.

Please note that shipping fees are nonrefundable.

Who will deliver my order?

We ship via FedEx, UPS, OnTrac and DHL Last Mile to provide you with the fastest and most reliable service available. Orders are shipped via ground service unless otherwise specified.

Same day deliveries in NYC will be made by a local courier.

Will my order require a signature?

Signature is not required unless selected at checkout.

How can I expedite my order?

To expedite shipment, place your order before 12:00PM EST and select overnight shipping at checkout. Overnight orders are not eligible for weekend delivery. Orders placed after 12PM EST where overnight shipping is selected will not ship until the following business day. 

If you live in Manhattan, we are able to fulfill your order via same day courier for orders placed before noon EST. To utilize this service, please, place your order before 12:00 PM EST and select same day shipping at checkout.

Do you ship internationally?

Yes! To ship internationally, simply update your country at the bottom of our website in the center. For more information, please see our International Shipping Terms & Conditions.  

How do I know my order has been shipped?

You will receive a separate email with your tracking information once your order has shipped. Your initial Order Confirmation email does not serve as shipping confirmation.

Can I ship one order to multiple locations?

Unfortunately, orders cannot be split up and shipped to multiple locations. If you would like items shipped to multiple locations, please place separate orders for each location.

Can I ship to a P.O Box?

Unfortunately, we cannot ship to PO Boxes.

Missing, Stolen, or Delayed Orders

If your package doesn't arrive on the estimated delivery date, we kindly ask that you please wait 2-3 business days for it to arrive before reaching out to us at lou@lalignenyc.com. After 3 business days have passed, please contact Lou for assistance in filing a claim for your order. La Ligne cannot accept responsibility for any packages lost, stolen, or damaged in transit to confirmed correct delivery addresses.  If you received a delivery confirmation but cannot find your package, we recommend checking surrounding areas as carriers sometimes place items in locations they believe to be safest. If after checking, the item is not found, we recommend you contact the carrier directly to file a claim or a trace.

Can I edit my order or shipping address?

La Ligne can accept requests to cancel an order within 30 minutes of placing the order, if the request is made between 10am-6pm, Monday - Friday. We are not able to cancel orders placed on weekends. If your order has already been processed, we will not be able to accommodate cancellations or adjustments. Please wait to receive the package to initiate a return.

Do you ship internationally?

Yes! To ship internationally, simply update your country at the top of our website in the upper right hand corner. If your country is not included on the dropdown list, we unfortunately cannot ship to your location at this time. You will be unable to enter an international country for shipping without updating your country in the upper right hand corner first. For more information, please see our International Shipping Terms & Conditions.

International Shipping Rates

International shipping prices will be calculated at checkout. Shipping prices will vary by destination.

How much will I pay in duties and taxes?

Prices displayed on our website do not include taxes. When you proceed to checkout, sales tax and customs duty will be automatically calculated on the total merchandise value and shipping charges.

International Exchanges

We do not offer exchanges for International Orders. If you would like to try a different size or item, please return your original items to the address below and place a new order.  Exchanges must be postmarked within 14 days of delivery. Please email tracking information to lou@lalignenyc.com when shipped. You will receive a refund for the return within 10 business days of your return arriving at our warehouse.

International duties and taxes are not refundable.

International Returns

We are unable to provide free returns on international orders, but you are welcome to send the items back to the address below, using the shipping method of your choice. Returns must be postmarked within 14 days of delivery. Please email tracking information to lou@lalignenyc.com when shipped and once we receive the return, we'll process a refund to your original form of payment.

I live in Puerto Rico, how much will I pay in duties and taxes?

Prices displayed on our website do not include taxes. When you proceed to checkout, sales tax and customs duty will be automatically calculated on the total merchandise value and shipping charges.

Return Policy

We will accept returns on all items (except for items marked "Final Sale” or “Exchange Only”) within 14 days from the date of delivery as long as items are undamaged and have all of the original tags attached. We cannot accept merchandise that has been worn, altered, washed or is damaged. If your return is not in perfect condition when it reaches our warehouse, our Customer Service team will reach out to you to let you know that we are unable to accept it. In these circumstances, your return can be sent back to you (for an additional shipping fee) or donated, whichever you prefer.

Once we receive your return to our warehouse, it can take up to 10 business days to process your refund (you will receive an email from our team letting you know it has been processed.)

Start A Return

We offer free domestic returns within the contiguous United States. To process a return or exchange, please visit our website here. If you run into any issues when attempting to make a return or exchange, please reach out to lou@lalignenyc.com.

Damaged Goods

All La Ligne products are carefully-inspected prior to shipment for quality assurance. If you find a product to be defective or damaged please immediately email lou@lalignenyc.com.

Goods are classified as damaged or faulty if a manufacturing fault or defect occurs within 90 days of purchase or if they arrive to the customer in this condition. You will receive a refund if the item cannot be repaired or replaced and the item is classified as damaged or faulty according to the conditions listed above.

Please note that damages as a result of wear and tear are not considered to be faulty and will not be refunded or exchanged. We do not accept items that have makeup or deodorant stains, pen marks, are torn, stained, or smell strongly of any odor (perfume, cigarette smoke, bonfire etc.)

How To Start a Return Or Exchange

Initiate a return here.

Enter your order number and zip code, phone number, or email address. Proceed by clicking through the prompts. Once complete, you will receive  a printable shipping label  for the US Postal Service or FedEx via pop-up. This label will also be sent to you via email.

We recommend that you obtain a receipt when you drop your return off at the Post Office or local FedEx drop off location.

In-Store Returns

In-Store purchases can be returned in any of our stores within 14 days of purchase on full price items.

Online purchases can be returned in any of our stores within 14 days of delivery on full price items.

Merchandise must be undamaged and have the original tags attached. We cannot accept merchandise that has been worn, altered, washed or is damaged.

Exchanges

Online and In-Store purchases can be exchanged online or in any of our stores within 14 days of purchase date (or delivery for online orders.) Merchandise must be undamaged and have the original tags attached. We cannot accept merchandise that has been worn, altered, washed or is damaged. 

For mail-in exchanges, your new item will be shipped to you once your return is received at our warehouse and has been processed.

Instant Exchanges

Instant Exchanges help ensure that your items are in stock when you process your exchange. When you choose Instant Exchange, your new exchange order is placed immediately and a temporary hold is placed on your credit card until we receive your initial order back. You will only be charged for the amount held if your return isn’t placed in the mail within 18 days of submitting your Instant Exchange.

Third Party Returns

We do not accept returns from third party retailers such as Net-A-Porter, Elyse Walker, or Nordstrom. You must process your returns or exchanges through your original point of purchase.

Gift Returns and Exchanges

Depending on how your gift order was placed, you will have a packing slip or a gift receipt. 

• If your order arrived with a packing slip, please begin your return or exchange here.
• If your order arrived with a gift receipt, please begin your return or exchange here. If you don’t have any additional information, please fill out this form and someone from our Customer Service team will get back to you ASAP.

 

How do I determine my size in La Ligne's clothes?

• your bust, we recommend you measure loosely around the fullest part of your bust.
• your waist, we recommend you measure loosely around the smallest part of your waist.
• your hips, we recommend you measure loosely around the widest part of your lower hip.

If ever you are unsure about sizing, or want advice on how to style your La Ligne piece, please email styliste@lalignenyc.com so that one of our co-founders, Meredith Melling or Valerie Macaulay, can lend suggestions!

Do you sell extended sizing?

Yes! We offer extended sizing in select styles. Our sizes currently run from XXS-XL and 00-14, with select styles in sizes XS - 3X. We are committed to continually rolling out additional styles in XXS-3X as we take the time to perfect our fit within this category. Our goal is to offer extended sizing in the full La Ligne collection over time. 

 

How does TryNow work?

TryNow brings the store to your door.

• Choose items to try. You'll see an authorization on your card, but you'll only pay for what you keep.
• Try at home. Your trial starts when your items arrive.
• Easy returns. Only pay for what you keep.

What items are eligible for TryNow?

Find your perfect denim fit! All La Ligne jeans are available for TryNow.

What payment options do I have for my TryNow order?

You can only use a credit or debit card to check out with TryNow at this time.

When does my trial period start?

TryNow tracks the package and starts the trial upon delivery, at which point you'll receive a notification from TryNow.

Note: if your order is shipped in multiple packages your Trial will start when the first package is delivered; you can also extend your trial by emailing our customer experience team to request an extension. Feel free to reach out anytime to us at shopper-support@trynow.io

How do I return items I do not want to purchase?

Please use our regular returns process using Loop.

My trial ended and I was charged but now I want to return something -- is this still possible?

You can return eligible items within our return window. You can follow our standard returns and refund policy.

Why does TryNow place an authorization on my credit card?

TryNow authorizes your card to ensure you have the funds available. When you checkout, an authorization for the full amount of your order is placed on your card to reserve funds if you choose to keep your items. An authorization is not the same as a charge in that our systems are strictly ensuring that the card that was provided at checkout is both valid and has the appropriate funds available to cover the cost of any items kept in the future.

TryNow will not charge you for any items until the end of your trial. We do place an authorization on your card for the total amount of your order. This is how we ensure that funds can be captured for items you keep -- it’s just like a hold that hotels or rideshare apps use, and it helps protect us against fraud. The way authorizations display on your statement varies by bank. Typically, authorizations are labeled as “pending” or they will not have a date associated with the charge, indicating that the charge has not yet been posted.

When will the authorization come off of my card?

If you keep all the items that you tried, you will be charged the day after your trial ends and there will no longer be a pending authorization on your card.

If you decide to initiate a return, you will be charged after your returned items are accepted, based on our returns policy. You will be charged only for the items kept and the remainder of the authorization will fall off your card.

How do I care for my La Ligne clothing?

Each La Ligne garment includes a care label. To ensure the proper lifecycle for your garment, please follow the instructions accordingly.

My cashmere is pilling, what do I do?

Don't fret! La Ligne cashmere is soft, and the softer the cashmere, the more likely it is to experience a bit of pilling. If your sweater begins to pill, we recommend a Netflix + De-Pill session, utilizing either a cashmere comb (we love the Laundress Sweater Comb) or fabric shaver (a small, motorized device that 'defuzzes' your sweater.) Some of our team swear by the Conair Fabric Shaver - we think it's even easier than a comb!

Dry cleaning is the best care method to reduce pilling (and you can even ask your dry cleaner to de-pill for you!), but if you choose to hand wash your cashmere, a gentle touch is key so that you minimize abrasion (the root cause of pilling.)

• All discounts are marked as is on the website. Price matching is not available for items purchased prior to the Merci Giving sale. 
• All items purchased during Merci Giving are final sale. No returns or exchanges.
• La Ligne reserves the right to cancel or change this promotion at any time.

Which items can be monogrammed?

Many of our products can be monogrammed for a personal touch! If we are able to monogram the item, it is noted on the product page under the size options via the button “Add Monogram.” If it is not on the product page, we are not able to monogram the item. 

What will my monogram look like?

All monogrammed orders are monogrammed in our La Ligne Signature Chain Stitch Font. You can preview your monogram by clicking the ‘Add Monogram’ button on the product page.

How long will it take to get my monogrammed item?

Monogrammed items ship separately from the rest of your order and can take up to two weeks + shipping time (1-5 days.) If you would like your monogrammed item expedited, please email lou@lalignenyc.com and we will do our best to honor your request.

Can I return a monogrammed item?

No. All monogrammed items are final sale and are not eligible to receive a refund, store credit, or exchange. Any monogrammed items received back to the warehouse will not receive a refund and will be donated.

Can I place a monogram order in-store?

Yes! Our store associates will be happy to help arrange for monogramming. Please note that the same policies apply to monogram orders placed in-store.

Can I update or cancel my monogram order?

Our warehouse works in real time to ensure that orders get to our customers as quickly as possible. If you email us within an hour of placing your order, we may be able to adjust or cancel your monogram. However, if our warehouse has already processed your order, we will be unable to do so and you will be responsible for the full cost of your personalized item.

Does La Ligne have brick+mortar locations I can visit?

Yes! We would love to see you in store. Please visit our STORES page to find our location closest to you.

 

For all Re-Ligne related questions, please visit the RELIGNE page to learn more. Please note that all Re-Ligne customer inquiries should be sent to re-ligne@lalignenyc.com and not lou@lalignenyc.com.

 

What is your privacy policy?

We respect your privacy. For more information, please kindly read our Privacy Policy.