FAQ
Have a question? Browse the topics below. If you cannot find what you are looking for, reach out to us anytime and we are happy to help.
1. Products & Materials
What are your bags made of?
Materials vary by style and are listed on each product page. Every piece is designed to be durable, lightweight, and timeless, with rust-resistant stainless steel hardware and comfortable, easy-to-carry straps.
Are your bags waterproof?
Select styles are 100% waterproof and leak-proof. Check the specific product page to see if a style has this feature.
How do I care for my bag?
Wipe gently with a soft, damp cloth and avoid soaking. Let it air dry and store it stuffed to keep its shape. Avoid harsh chemicals and prolonged direct sunlight.
2. Orders
How do I place an order?
Add the items you love to your cart and follow the steps at checkout. You will receive a confirmation email as soon as your order is placed.
Can I change or cancel my order?
We process orders quickly, so contact us as soon as possible after ordering. If your order has not shipped yet, we will do our best to update or cancel it.
I did not receive an order confirmation. What should I do?
Please check your spam or promotions folder first. If you still cannot find it, contact us with your name and we will resend it.
3. Shipping & Delivery
Do you offer free shipping?
Yes. Enjoy free shipping on all orders over $70.
How long does delivery take?
Orders are typically processed within 1 to 2 business days and delivered within 5 to 10 business days, depending on your location. See our Shipping Policy for full details.
Do you ship internationally?
Yes, we ship across the US, UK, and Europe. Taxes and duties are already included at checkout, so there are no surprise fees on delivery.
How do I track my order?
Once your order ships, you will receive a tracking link by email. You can also follow your order anytime on our Track and Trace page.
4. Returns & Exchanges
What is your return policy?
We offer easy returns within 30 days of delivery. Items must be unused and in their original condition. See our Returns & Exchanges page for the full policy.
How do I start a return or exchange?
Contact us with your order number and the item you would like to return or exchange, and we will guide you through the next steps.
When will I receive my refund?
Once we receive and inspect your return, your refund is issued to your original payment method. Please allow a few business days for it to appear, depending on your bank.
5. Payments
Which payment methods do you accept?
We accept Visa, Mastercard, Maestro, American Express, Shop Pay, PayPal, Bancontact, Apple Pay, and Google Pay.
Is checkout secure?
Yes. All payments are processed through a secure, encrypted checkout, so your details are always protected.
Are taxes and duties included?
Yes. Taxes and duties are included at checkout, so the price you see is the price you pay.
6. Discounts & Promotions
How do I use a discount code?
Enter your code in the discount field in your cart or at checkout and it will be applied to your order total.
Can I combine multiple discount codes?
Generally one discount code can be used per order, unless a promotion states otherwise.
Do you run sales?
Yes. Keep an eye on our banner and Summer Sale collection for current offers and limited-time promotions.
7. Contact & Support
How can I reach you?
You can email us at support@loisnewyork.com or use our Contact page. We are always happy to help.
What are your response times?
We usually respond within 24 to 48 hours on business days.
Do you have an ambassador program?
Yes. If you would like to earn from every sale while building your own brand alongside ours, check out our Ambassadors page.
