Frequently asked questions
Is your question not listed? Then please contact our customer service.
Help Center
Why was my order cancelled?
What are some of the reasons my entire order may have been cancelled?
1. The item(s) sold out.
2. There is a delay in replenishment of your item(s).
3. We are unable to verify your billing information and/or your billing address does not match the credit card on file for the order. If this is possibly the case, please contact your credit card issuer or bank first to verify that your billing information is correct.
When can I expect my refund for the cancelled order?Y
You can expect the full amount of the order to be refunded back to the original form of payment used to place the order. Your refund can take 7-10 business days to post to your account, noting this time-frame will be dependent upon your financial institution.
What if I used a Gift Card to pay for all or part of my order and the order was cancelled?
The amount used from the E-Gift Card to pay all or part of your cancelled order will go back to the E-Gift Card that was used and can be used on your next purchase.
You want to see more details regarding why an order may have been cancelled? Please contact our Customer Care Gurus using the chat button in the bottom right of the screen!
I placed an order, but haven't seen any movement from Lonia. What's going on?
Depending on the shipping method selected, most orders leave our warehouse within 48 business hours after the order is placed (excluding Saturdays, Sundays, and holidays).
Please refer to our full Shipping Policy for current processing times and available shipping methods. Note: In-transit times are separate from processing times and are subject to change during the holiday season. For orders containing multiple out-of-stock items, these items will be refunded back to the original form of payment (minus any applicable discount codes used on the order), allowing us to process and ship the rest of your order as quickly as possible!
Note: Refunds can take up to 2-5 business days to clear and 7-10 business days for the amount to post to your account, depending on your financial institution.
How do I make changes on my order that's already been placed?
We know how important your order is, so we aim to fulfill orders as quickly as possible! While we cannot make any changes on an order once it has been placed (this includes but may not be limited to the adding/removal of items, adding/removal of a discount code, billing or shipping address update, order cancellation request and shipping method change).
You are welcome to return your items in accordance with our Returns Policy once your order has been delivered to you.
I never received my order and my tracking shows delivered. What do I do?
If you are experiencing a non-delivery or your tracking information states that your package was delivered by the carrier but you have not received it; you must contact us within 10 days to file a claim.
We will assist you in working with the carrier to complete the claims process. Please note: Claims can take up to 30 days to complete (depending on the shipping carrier used).
Lonia does not hold or accept responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered. If you would like to review additional details regarding our Shipping Policies please click HERE.
What is my package was delivered UPS?
I received a damaged, defective, incorrect item(s). What do I do?
Please follow the applicable steps below:
I received a damaged/defective item(s) in my package, what do I do?To report receiving a damaged/defective or wrong item, please adhere to the following steps:
- Contact the Customer Care Gurus HERE.
- Provide the order number associated with the item(s) in question.
- Provide clear photo(s) of the damaged/defective item(s).
- A detailed description of the issue with the item(s).
You will need to report your damaged/defective item(s) received within 7 days of your package delivery date.
I received a wrong item(s) in my package, what do I do?To report receiving a damaged/defective or wrong item, please adhere to the following steps:
- Contact the Customer Care Gurus HERE.
- Provide a valid order number associated with the item(s) in question.
- Provide clear photo(s) of the wrong item(s) received
- A detailed description of the issue with the item(s).
You will need to report your wrong item(s) received within 7 days of your package delivery date.
Will I be able to change my shipping and/or billing address after placing an order?
Shipping Address:
If you wish to change your shipping address after placing your order, please contact the Customer Care Gurus HERE.
Billing Address:
We are unable to make changes to your billing address on your order. If this mistake causes a delay in your order being processed and/or the package leaving our warehouse, we will be sure to contact you via email. Please be sure to check your inbox and spam (junk mail) for an email from Lonia if in case this happens. Should you receive any email from us regarding a delay, please respond in timely manner to ensure we are able to address any concerns.
You should ensure that you log into your account via My Account Page and update your billing/shipping addresses to ensure accuracy when placing any future orders.
How can I use a Lonia discount code?
How many discount codes can I use on my order?
Our system applies one discount code per transaction or order placed.
Oops! I forgot to apply my discount code to my order, what can I do?
Regrettably orders that have already been placed cannot be changed and discounts cannot be added after a purchase has finalized. Instead, please use your code on your next purchase!
I want to use a different discount code than what I used when I placed my order.
You will have to use the discount code on your next order! We are unable to modify the order with switching the discount code once the order has been submitted.
The discount code I have is no longer working.
The discount code you have may have expired and/or is no longer active and regrettably we are not able to reactivate any expired discount codes.
How can I track my order?
Based on current processing times, please allow up to 2 business days for your tracking information to be updated and available. You will receive an email with tracking information as soon as your order ships from our warehouse.
You can also track your order here.
Why didn't I receive all of my items in the order?
What are some of the reasons some of my items did not ship with my order?
We could not ship all of your items ordered because one or more of your items was not available at the time the order was processed. You can expect to receive the rest of your order, unless the items are out of stock. When this happens we issue a refund back to your original form of payment.
When can I expect my refund for the Out of Stock item(s)?
You can expect the full amount of the order to be refunded back to the original form of payment used to place the order. Your refund can take 7-10 business days to post to your account, noting this time-frame will be dependent upon your financial institution.
What if I used a Gift Card to pay for all or part of my order and there were Out of Stock item(s)?
The amount used from the E-Gift Card to pay all or part of your cancelled order will go back to the E-Gift Card that was used and can be used on your next purchase.
I received a damaged, defective, incorrect item(s). What do I do?
Please follow the applicable steps below:
I received a damaged/defective item(s) in my package, what do I do?
To report receiving a damaged/defective or wrong item, please adhere to the following steps:
- Contact the Customer Care Gurus HERE.
- Provide the order number associated with the item(s) in question.
- Provide clear photo(s) of the damaged/defective item(s).
- A detailed description of the issue with the item(s).
You will need to report your damaged/defective item(s) received within 7 days of your package delivery date.
I received a wrong item(s) in my package, what do I do?
To report receiving a damaged/defective or wrong item, please adhere to the following steps:
- Contact the Customer Care Gurus HERE.
- Provide a valid order number associated with the item(s) in question.
- Provide clear photo(s) of the wrong item(s) received
- A detailed description of the issue with the item(s).
You will need to report your wrong item(s) received within 7 days of your package delivery date.
Do you have a Lonia size guide?
Yes, you can view our size guide here.
How often do you restock?
We restock styles based on inquiries in their out of stock state. If a sold out product is a limited run style, it likely isn't coming back.
Why haven't I received a shipping confirmation email?
Tracking Number Not Yet Received (order within processing time-frame):
Our orders typically ship out within 24-28 business hours (this does not include weekends or holidays.) You will need to allow the allotted amount of time for processing of your order for shipment. Once the processing time-frame is complete, you will be receiving your shipment confirmation with your details. Please allow 24-48 hours for your tracking information to update on the carrier's site once received.
Please refer to the details of our Shipping Policy here.
Tracking Number Not Yet Received (order past processing time-frame):
If your applicable processing time has passed for thee shipping method chosen for your order, please contact us so that we can look into this for you.
Order Delays:
Additional Order Review
What is Lonia's Shipping Policy?
You can view our shipping policy here.
I placed an order, but haven't seen any movement from Lonia. What's going on?
Depending on the shipping method selected, most orders leave our warehouse within 48 business hours after the order is placed (excluding Saturdays, Sundays, and holidays).
Please refer to our fullShipping Policyfor current processing times and available shipping methods. Note: In-transit times are separate from processing times and are subject to change during the holiday season.For orders containing multiple out-of-stock items, these items will be refunded back to the original form of payment (minus any applicable discount codes used on the order), allowing us to process and ship the rest of your order as quickly as possible!
Note: Refunds can take up to 2-5 business days to clear and 7-10 business days for the amount to post to your account, depending on your financial institution.
How do I get Free Standard Shipping?
For any Free Shipping Promotion - Your order(s) must equal or exceed the the applicable qualifying dollar amount threshold (Domestic or International) once all discounts and coupons and before any taxes have been applied to qualify for the promotion.
Domestic Shipping:
To qualify for Free Standard Shipping, your order must be a subtotal of $159 or more pre-tax and post any discount code applied.
International Shipping:
At this time, we do not offer free standard international shipping.
Why didn't I get free shipping applied to my order?
Free shipping for orders over $159 (subtotal) applies to U.S. Domestic shipments (when using standard delivery) when the total of the order less any discount applied is equal to or greater than $159.
When available: Expedited shipping (i.e., Overnight) for all locations will be charged at the advertised rate shown when your order is placed, regardless of the total amount of the order.
Helpful Hint: Take your promotion code into consideration when calculating your total.
I got my Tracking Number but don't see any movement, what does this mean?
Tracking Number Received:
Your items have already been shipped from our warehouse so please allow 24-48 hours for your tracking information to update on the carrier's site.
Once your package has started movement with the carrier you can also sign up to receive alerts on the whereabouts of your package including when successfully delivered!
We ship most orders via UPS, with the final delivery being made by USPS. If you do not see an update, please visit the UPS website with your tracking number provide and scroll until you see shipment details. Upon clicking shipment details, you will see a parcel service tracking ID. You can enter this tracking number on the USPS website.
What is your Return Policy?
You can view our full return policy here.
Can I Exchange an Item(s)?
Yes, please visit our Online Return Portal to begin your exchange.
How do I use the Online Returns Portal?
1.Go to the Online Returns Portal
2.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!)
3.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.
4.Await Approval - You will receive a confirmation email once your return request has been approved by the team.
5.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.
6.Ship 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.
How long does the returns process take?
Returns are processed within 1-2 business days after your item(s) are delivered to our warehouse. Depending on the shipping method and carrier that you used, your return package may take several days to reach us. Please hold on to your return tracking number for your records.
Once your return has been processed, you will be issued store credit in the form of a Lonia E-Gift Card. The E-Gift Card will be sent to the email used to purchase your order.
During holidays and times of high volume, returns are subject to delays. If you are still waiting to receive store credit for your return, please contact our Customer Service Gurus with your Order Number and the name of the item(s) returned along with one of the following:
• Proof of postage/return receipt
• A return tracking number
• An RMA number (*if the Online Returns Portal was used to return)
Note: If you returned using the Online Returns Portal, you may track your return status by accessing the returns portal and entering in the Order Number for the return in question.
Do you provide prepaid return shipping labels?
Yes. The label fee will be deducted from your balance owed upon receipt.
I received my order but my item is defective, incorrect, or missing. What do I do?
We know how frustrating this can be. Rest assured, we want to make every order perfect for our BFFs!
Upon receiving your order, please thoroughly check the delivered items. Should you receive an item that is defective, incorrect, or you believe that you are missing an item: please visit the Online Return Portal and choose the appropriate reason for return.
Include a photo and description of the issue along with your Order Number to ensure a speedy resolution. We will work with you to correct the order as quickly as possible.
It's been over 14 days since I received my order. Can I still return?
Chat with us or send us an email and we will be glad to assist.
My package is being returned to Lonia, what do i do now?
If your package does not successfully deliver and is sent back to Lonia, it is typically due to insufficient address information. Your package will be returned and “Returned to Sender” will be stated on your tracking information. This can happen if:
• The shipping address does not exist
• The shipping address is misspelled
• The shipping address is missing information (i.e. apt/bldg/suite number)
• The carrier is unable to safely deliver the package.
• The addressee has moved
• The addressee has refused the package
Returned to sender packages will be restocked and you will be issued store credit in the form of an E-Gift Card minus the initial shipping charge. We are unable to replace or reship in these instances as all returned shipments are processed by our Returns Department. Instead, please use the E-Gift Card to place a new order using the corrected address. However, please note that we do not guarantee your items will be in-stock at the time of your reorder.
Note: We are unable to make changes to orders that are placed on our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery. Lonia does not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase
Can I get a refund or store credit if the price of an item has changed since I ordered it?
We will not issue a refund or store credit for the difference between your purchase price and the current price advertised on our website.
