ONLINE RETURN PORTAL
With limited exceptions, returns are refunded via store credit in the form of a Lonia E-Gift Card.
Lonia does not issue store credit for the original shipping charges, those are non-refundable.
Returns must be received within 14 days of the order delivery date, or your return may be cancelled or refused, and include all original packaging.
Clearance items are final sale and non-refundable.
Frequently Asked Questions
Helpful Hint: Lonia is not responsible for returns until they reach our Distribution Center in Atlanta. Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit. Without proof of receipt and delivery, Lonia will not honor your returns.
Please view our Return Policy for more information.
How do I use the Online Returns Portal?
1.Enter your email/phone number and Order Number- Enter your email used to purchase and Order Number. You can find your Order Number by locating the order confirmation email you received when placing your order. If you have an account, sign in and go to "MY ORDERS" on your account to locate the order you would like to return items from.
If you don't enter the correct email address/phone number or Order Number, you won't be able to use the Returns Portal to return your Lonia items. (Need help? Email customerservice@loniashoes.com for assistance!)
2.Start Your Return- Select the item(s) you wish to return from the order, as well as the reason(s) for why you're returning.
3.Await Approval- You will receive a confirmation email once your return request has been approved by the team.
4.Get Your Package Ready- Please ensure your items are sent back in accordance with our Online Returns Policy when returning. Add your items with dust bags and original packaging and tape your package securely. You may use the original package your item(s) came in, or purchase a new one from USPS/UPS.
5Ship Your Return Package- To ship via USPS:
Go to the USPS post office during their regular business hours. To look for a convenient Post Office, click here. Provide your package to your USPS customer counter.
Please allow 1-2 business days after your package is received at our warehouse for return processing. You will receive a notification when your return has been processed by our Returns Department. Store credit in the form of an E-Gift Card code will be sent to the email on file for the order in question once your return is fully processed.
Can i use the returns portal if I am international?
No.
Do you provide prepaid return shipping labels?
No.
It's been over 14 days since I received my order. Can I still return?
Lonia requires items to be returned within 14 days of the delivery date, as stated in our Returns Policy. Returns received in our warehouse after 14 days are considered to be “stale” returns.
Clearance items are Final Sale. Alternatively, Lonia reserves the right to apply a 50% restocking fee to any stale item(s) sent back in resalable condition and in accordance with our Return Policy when processed at our warehouse. An E-Gift Card will be issued to you by email following our normal returns procedure.
