Eligible domestic online returns with proof must be received within 30 days of shipment for an original-payment refund. Store purchases count 30 days from purchase. Later eligible domestic returns use current-price credit or in-store exchange. Prepaid labels deduct $9.95; final sale is excluded.
How to start a return
In a store
- Use a regular LOFT store for eligible direct online/retail merchandise, and LOFT Outlet for Outlet purchases.
- Bring the item and receipt, order email or eReceipt; confirm collection restrictions before traveling.
- Keep the completed return or merchandise-credit receipt.
Online or by mail
- Open the official return flow, select the items and print the invoice and label.
- Include the invoice, cover old labels and use the carrier on the issued label.
- Allow time for receipt inside the shipment-based refund window; retain tracking.
What is LOFT’s return policy and when do the 30 days begin?
For an eligible domestic online order, LOFT gives an original-payment refund for the price paid when the return arrives with proof of purchase within 30 days of shipment. For a store purchase, the separate store practice measures 30 days from purchase. Delivery is not the starting date used by the online policy.
Check the shipment confirmation before deciding how much time remains. If the box spent several days traveling to you, those days have already used part of the online window. The policy uses warehouse receipt for that refund deadline, so creating a label on day 30 is not the same as getting the merchandise there on time.
Keep the invoice or order email while you decide about fit. Timing alone does not make every garment eligible: condition, final-sale status and the purchase channel still matter. International orders have a separate authorized-return process and a stricter late-return rule.
| Decision | Rule to check |
|---|---|
| Return window | 30 days from shipment online; from purchase in store |
| Shipping or fees | $9.95 prepaid label; own-postage alternative |
| Main exceptions | Final sale; worn/washed preference returns; Swim, Brands We Love and named intimates store-route exclusions |
Can you return worn clothing, swimwear or LOFT partner-brand items?
The ordinary policy accepts unworn and unwashed merchandise and separately addresses defective goods. Carefully trying something on is a different situation from wearing it through a day or laundering it. Preserve the purchase evidence and avoid alterations while deciding whether to keep it.
LOFT specifically excludes Swim, Brands We Love, and Intimates by Haven Well Within collections from the normal store-return route. That is a channel restriction, not a reason to invent the same rule for all apparel. Check the product’s terms and ask client services how the particular item should be returned before taking it to a counter.
For damage or a defect, photograph the problem and explain what happened rather than labeling the return as a simple fit preference. The defective-merchandise wording does not promise refunds for ordinary wear or customer-caused damage, and it does not give a general lifetime guarantee.
Can you take a LOFT.com return to a LOFT store?
Eligible online merchandise can go to a regular LOFT store, subject to the named collection exceptions. Do not take it to Ann Taylor, Ann Taylor Factory or LOFT Outlet: the online return policy explicitly excludes those locations.
Bring the order confirmation or other purchase proof with the merchandise. LOFT explains that packages may arrive without a paper packing slip and that the order email can serve as the receipt. Its online guide also describes a Visit A Store option that creates an emailed return slip; show the QR code on your phone or a printed copy when the associate processes the return.
A store visit does not replace the online shipment-based deadline with a new purchase date. Before leaving, keep the completed receipt and confirm whether the outcome is an original-payment refund, a gift credit or a later current-price merchandise credit. Those credits have different redemption rules.
Where do LOFT store and LOFT Outlet purchases have to go back?
A regular LOFT store purchase may only be returned to a LOFT store. A LOFT Outlet purchase may only be returned to a LOFT Outlet store. The shared name and related brands do not create interchangeable return counters.
With a valid original receipt inside 30 days of purchase, an eligible store return is credited at the price paid to the original payment method or handled as an exchange. Later receipted returns use the current selling price and merchandise credit or exchange. A gift receipt or exchange receipt produces credit or exchange rather than a promise of cash to the person bringing it back.
Read the retailer name on the receipt before making the trip, especially if several shopping bags came from the same outlet center. The store practice does not authorize mailing an ordinary store purchase to the LOFT.com warehouse. Contact client services if you cannot reach an appropriate location.
What happens if you miss LOFT’s 30-day refund window?
The domestic policy describes an eligible late return at the item’s current selling price, issued as merchandise credit or an in-store exchange. The online wording counts more than 30 days after shipment; the store practice counts more than 30 days after purchase.
That can reduce both flexibility and value. For illustration, a top bought for $60 that now sells for $35 can produce current-price credit rather than a $60 payment-card refund. Those amounts illustrate the policy, not a quote for your garment. Ask what value will be used before agreeing to a credit.
Late-return language is not an unconditional acceptance promise or an exception to final sale. It also should not be applied to ESW international orders, whose separate terms reject returns after their stated deadline. If the timing is close, compare the available regular-store route with the transit time needed for a mailed return.
Can you return, exchange or price-adjust LOFT final-sale items?
No. LOFT says final-sale merchandise sold online or in a store cannot be returned, exchanged or price-adjusted. A request for a different size is still an exchange, so it does not avoid the restriction.
Check the actual product description and order confirmation rather than assuming that all sale clothing has one treatment. The policy’s exclusion is tied to final-sale status. An ordinary markdown and a final-sale designation are not automatically identical.
There is an additional receiptless-return issue: merchandise deemed final sale at its selling price on the date of return cannot be returned or exchanged without proof. Keep the original receipt when you buy a discounted item so the sale can be identified accurately. If the issue is that LOFT shipped the wrong item or there is a defect, describe that problem to client services before mailing anything; do not assume a standard label changes the final-sale terms.
Can you return to LOFT without a receipt, and do you need ID?
The domestic policy allows current-selling-price merchandise credit without proof of purchase; the store practice also describes an exchange. It is not a promise to recreate the amount you originally paid or refund the original card.
Valid photo identification is required to receive or redeem a store merchandise credit. That credit can only be spent in stores. Bring identification along with any surviving evidence, such as an order email, gift receipt or eReceipt, rather than relying on the garment alone.
The current price may be lower than your purchase price, and an item deemed final sale on the return date is excluded from the receiptless route. Before accepting a credit, ask the associate to confirm its value and redemption restrictions. Keep the newly issued credit and transaction receipt together; the original sales record and the replacement store-value record serve different purposes.
Can LOFT use an eReceipt or recover a deleted one?
An eReceipt can be printed or displayed on a phone or tablet for a return or exchange. For an online order, LOFT also permits the order email as purchase evidence when the package has no paper invoice. Download or save the message before going to a store if reception may be unreliable.
The eReceipt FAQ says a receipt cannot currently be resent or located simply by giving the retailer an email address. Check spam, deleted-mail folders and any saved copy before assuming an associate can retrieve it. Without proof, the separate current-price credit rule may apply.
Keep the receipt produced by the return itself as well. It shows the credit or exchange actually issued, whereas the original order email shows what was purchased. If you later need to question a missing refund, having both records is more useful than only a screenshot of the garment listing.
How do you return a LOFT order by mail?
Start through the return link on LOFT’s official customer-service page, select the items, and print the return label and invoice. Pack the merchandise in its original condition with the printed invoice inside. Remove or cover old shipping labels so the carrier sees the correct return information.
The dedicated mail instructions list UPS and USPS routes. Follow the carrier shown on the label issued for your order rather than choosing a different carrier from memory. Keep the acceptance receipt and tracking until LOFT confirms completion.
If the portal cannot find the order, check the email address and order number against the confirmation exactly. LOFT also says to allow 24 hours after the entire order has been delivered before starting the process. For a split shipment, that may be later than the first parcel’s arrival. If waiting would put a shipment-based deadline at risk, contact client services promptly instead of submitting an unrelated order number.
How much does LOFT charge for a label, and can you use your own shipping?
The live prepaid-label fee is $9.95, deducted from the return credit. A prepaid label is supplied in advance; it is not a free-return promise. As a simple illustration, an otherwise approved $50 credit minus that label charge would be $40.05 before any other transaction-specific adjustment.
LOFT also permits self-paid shipping after completing its return process and printing the invoice. The listed destination is LOFT Online Store, 1901 East State Road 240, Greencastle, IN 46135. Confirm that address in the current instructions before sending, include the invoice, and retain tracking and proof of postage.
The company warns that mailing a return without using its online return link can cause an extremely delayed refund. Buying your own postage does not waive the item rules or the received-by deadline. For an incorrect or defective shipment, ask client services which route to use before paying for a normal preference-return label.
How does LOFT refund returns, and how long will it take?
An eligible receipted return inside the relevant refund window uses the original payment method for the price paid. Later domestic and receiptless returns can instead use current-price merchandise credit. An online merchandise credit is emailed as an E-Gift Certificate; store-issued merchandise credit can only be redeemed in stores.
The mail instructions say LOFT credits the return after receipt and sends an email when it is completed. They do not provide one universal warehouse-processing and bank-posting estimate for every refund. Avoid counting a fixed number of days from label creation: that step happens before transit and inspection.
If money is missing, check whether tracking shows delivery, whether LOFT sent the completion email, and whether you should be looking for a card credit or an emailed certificate. Give client services the order number and return tracking, and retain the final receipt so the team can identify the actual transaction.
How do LOFT gift returns and gift receipts work?
An online gift return received within 30 days of shipment receives an Online E-Gift Certificate for the amount the sender paid. The recipient should supply an accessible email address and keep the return confirmation until that certificate arrives. This is different from getting cash or a refund on the recipient’s own card.
A store gift receipt or exchange receipt presented within 30 days of the transaction supports credit for the amount on that receipt or an exchange. After that period, the store practice uses the current selling price. Store credits require valid photo ID and can only be redeemed in stores.
Identify where the gift was bought before choosing a route. A regular LOFT purchase, LOFT Outlet purchase and internationally shipped order do not share every option. A gift receipt also does not override final-sale status or the named collections’ store-return restrictions.
Will LOFT give back the Rewards used on a returned order?
The Rewards FAQ makes the outcome depend on whether you return the full order. For a full-order return purchased with one or more Reward Certificates, LOFT says a new certificate replaces the value redeemed.
For a partial return, the Reward Certificate is forfeited: the reward amount is not refunded and its points are not restored. Keeping one item can therefore have a different reward consequence from returning the whole purchase. Compare what you paid with the promotional value applied before assuming the expected refund includes the certificate amount.
For example, if you redeemed a certificate across several items and return only one, the full-order restoration promise does not apply. That example explains the distinction without promising how the paid amount is allocated on a particular invoice. Keep the original order and completed return records when asking about a replacement certificate; a reward is not cash tender.
Can you exchange an item or request a LOFT price adjustment?
The dedicated return policy describes merchandise exchanges in store only. Bring the eligible product and purchase proof to the correct regular or Outlet location. An exchange is subject to what the store can supply; mailing a parcel with a request for another size does not establish a reserved replacement.
For a price change, LOFT offers one adjustment on merchandise bought at full price that receives its first markdown, within seven days of the original purchase. Present the valid original receipt for a store adjustment. Stores cannot process online-order price adjustments, so contact client services for those.
Percentage-off and dollar-off promotions are excluded, and final-sale merchandise cannot be adjusted. A new coupon is therefore not automatically a qualifying markdown. The seven-day adjustment is a separate price remedy; it does not restart the 30-day refund window or make an excluded collection eligible for a different route.
Do international LOFT orders use the same return rules, and who can help?
International ESW orders require an authorized mail return with the original receipt, received within 30 days of shipment. The international section says it will not accept later returns. Do not apply the more flexible domestic late-credit wording to that separate process.
The required Return Merchandise Authorization starts at 614-534-2756. ESW returns cannot go to LOFT, LOFT Outlet, Ann Taylor or Factory locations in the US or Canada. The listed return fees are $25 US for named destinations including Canada and the United Kingdom, and $35 for the other listed destinations and remaining-country category. Confirm the destination fee when arranging authorization.
For a domestic order, LOFT’s verified customer-service number is 1-888-563-8444, with chat also available on the official page. Have the order, relevant dates and return tracking ready. International purchases are also excluded from price adjustments, so use the international instructions rather than the domestic store practice.
Need help with a return?
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- Ann Taylor18 questions answered
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Citations
Sources reviewed October 21, 2026. If LOFT updates its rules, its current policy applies. See how we verify.