LOFT will accept your return or exchange of unworn, unwashed and defective merchandise by mail. Unwashed, unworn and defective merchandise may also be returned or exchanged at any LOFT store location, with the exception of merchandise from the Maternity and Swimwear Collections. Please note, we cannot accept online purchase returns at Ann Taylor, LOFT Outlet or Ann Taylor Factory store locations.
We will credit you for returns, accompanied by an original receipt, received within 45 days of the purchase for the price paid either in the original form of payment or as a merchandise exchange. For gift returns that are received within 45 days of the transaction date, you will receive an Online E-Gift Certificate for the amount paid by the sender. Returns accompanied by an original receipt, made more than 45 days after the purchase, will be credited for the item's current selling price either in the form of a merchandise credit* or as a merchandise exchange. One price adjustment on full-priced merchandise may be made within 7 days from the original date of purchase.
Returns without an original receipt will be credited for the item's current selling price on the date of the return, in the form of a merchandise credit. Merchandise without an original receipt, with a selling price on the date of the return that is deemed Final Sale, may not be returned or exchanged.
Final sale merchandise (merchandise with a .44 or .88 cent price ending) may not be returned or exchanged.
*A merchandise credit for online returns will be issued by e-mail as an E-Gift Certificate. A valid email address must be provided.
Q: Can I get an eReceipt for any transaction?
A: eReceipts are available for purchase, return, and exchange transactions except for those tendered by cash, check, or traveler's check.
Q: Can I get a paper receipt and an eReceipt?
A: Yes, for applicable transactions, you will have the option of receiving a paper receipt or an eReceipt, or both.
Q: How long does it take to receive an eReceipt?
A: eReceipts are sent in near real-time. In most cases, you will receive an eReceipt before you have left the store.
Q: I asked for an eReceipt but did not receive one. What can I do?
A: If there is a system issue, the eReceipt will be sent as soon as it is resolved. We also recommend that you check your email spam folder. If the eReceipt is there, add us to your address book to ensure they always arrive to your inbox. Please note: at this time, eReceipts cannot be re-sent.
Q: Can I use my eReceipt for a return or exchange?
A: Yes. You can bring in a printed copy of your eReceipt, or pull it up on your smartphone or tablet.
Q: Can you look up my eReceipt for me using my email address?
A: At this time, we are unable to look up eReciepts. Please bring in a printed copy of your eReceipt, or pull it up on your smartphone or tablet.
Q: Can I send a gift receipt as an eReceipt?
A: Unfortunately, as we can only email one email address gift receipts cannot be sent as an eReceipt. Gift receipts will continue to be print only.
Q: Are eReceipts offered in all LOFT stores?
A: At this time, eReceipts are not available in California, Washington DC, Massachusetts, New Jersey, Wisconsin or Canada. All stores in the United States will however accept eReceipts for returns and exchanges.
Q: I lost or deleted my eReceipt but need to make a return. What can I do?
A: At this time, we are unable to re-send eReceipts. Per our return practice, returns can be made without an original receipt for the item's current selling price in the form of a merchandise credit. Merchandise deemed final sale on the date of return may not be returned or exchanged.
We will gladly accept your return of unworn, unwashed and defective merchandise by mail. Returns accompanied by the original receipt must be received within 45 days of the date of purchase and will be credited for the price paid in the original form of payment. We will not accept returns after 45 days from the date of purchase.
Borderfree will provide you with a refund of the original merchandise price and any duties and taxes originally paid on the item in the same currency and using the same exchange rate as your original order. Please note that you will still be responsible for any shipping charges.
Online merchandise shipped Internationally via Borderfree may not be returned or exchanged at LOFT or LOFT Outlet location or an Ann Taylor or an Ann Taylor Factory Store in the United States or Canada.
To process a return, please email us at clientservices@LOFT.com or call us at 614-534-2756 to begin the Return Merchandise Authorization, which is required to process a return.
To save you time, we have our Quick Exchange Service. If you find that an item you ordered isn't just right and need a replacement in a different size or color, all you need to do is call us at 1-888-LOFT-444 (1-888-563-8444). We'll quickly place an exchange order, charging your preferred credit card but waiving your standard ground shipping fees. In addition, we'll help you make your return to our Online Store or to Store nearest you.
Price adjustments are not eligible on special promotions, including %'s off (e.g., 25%, 40%, and 50% etc.) and $'s off. One price adjustment for merchandise purchased at full-price, which has been marked down for the first time, may be made within 7 days from the original date of purchase. Please note, our stores are not able to process price adjustments for online orders.
On your original receipt, indicate the items to be returned and provide the main reason for the return using the codes listed on your receipt.
If you have not contacted us for a Quick Exchange indicate whether you prefer a refund or exchange. For exchanges, please fill out the "Exchange Details" section of your invoice, including the product information for each new item. If you are returning a gift, merchandise from an exchange order, or the return is after 45 days from the date of purchase, you must provide your email address, so that an E-Gift Certificate can be sent to you.
Carefully pack your item(s), in the original condition, and include your completed return form. Be sure to keep the top portion of your receipt for your records.
Ship the merchandise using one of the two options below:
OPTION 1: Use the convenient UPS Prepaid Return Label
- Simply place the peel-and-stick UPS Prepaid Return Label from your invoice on your package (70 lbs or less). Be sure to remove or cover all other labels and barcodes.
- Deliver your package to UPS
- UPS locations include the UPS Store, UPS drop boxes, UPS customer centers, authorized retail outlets and UPS drivers. Find your closest UPS location at www.ups.com/dropoff.
- We will either deduct the $7.95 shipping fee from your return credit, or charge the card used for purchase for any exchange order greater than the return credit.
OPTION 2: Return the package on your own
- Pack up your item(s).
- Select a carrier (USPS, UPS, FedEx, etc.).
- Pay the return postage at the time of shipping.
- Ship to the following address:
605 W. Crossroads Parkway
Bolingbrook, IL 60440
Please allow up to 24 hours to receive a response to your email.
U.S Toll FREE
LOFT CLIENT SERVICES
ATTN: Senior Director
4079 Executive Parkway
Westerville, Ohio 43081-3859
Mon - Fri:
8AM to 11PM EST
Sat - Sun:
9AM to 9PM EST