FAQs
Shipping Inquiries
Where is my package?
Please first check the product page to confirm whether your item is marked as a pre-order. If it is, shipping may take several months depending on supply availability, and production timelines. You will receive an email once your order ships.
If your order does not contain a product marked as a pre-order, then please read the following instructions to check where your package is:
1) Sign in to your account.
2) Navigate to “orders”, where your order history should pop up.
3) Click on the order you want to know the status of. You should be able to see the order history of the item.
For our United Stated based customers: due to recent changes in shipping laws, we now have to import our products in bulk to our American warehouse, before we can ship your order to you. Because of this, it will add an additional delay to your order delivery time.
Do you ship to my country?
We deliver our products to all countries.
However, when at checkout, you might receive an error message saying that we do not ship to your country. This is because we have multiple warehouses, and we may have to manually input your information into our database.
If you receive this error message at checkout, please reach out to us via the live chat box, or by email. We will need the following information:
Name
Street
Apartment Number/Unit/Code
City
State
Zip Code
Country
Email address & phone number
Link to the product of interest, and any applicable sizes (please be sure to check each product page as sizes change from one product to the next!)
Once we have created your order for you, we will send you a secured invoice to your provided email. When payment has been received, your order will be processed and shipped as soon as possible. Please keep in mind that there may be delays in shipping due to various factors, but that you will receive an email once your order has been shipped from our warehouse.
How long will it take for me to get my order?
Once you have received an email saying your order has shipped, it will roughly take the following time for your items to arrive based on where you live:
🌎 Estimated delivery time in America is 8-12 working days
🌍 Estimated delivery time in Europe is 8-12 working days
🌏 Estimated delivery time in the rest of the world is 12-16 working days
Please be advised that shipping will be carried out by a third-party courier, and that we are not responsible for shipping costs in case of a return and/or exchange unless your item is defective. You can find more information about this here:
I haven’t received my order, and I haven't received any updates. What’s the next step?
First check your order status. You can do this via the “orders” tab on your profile if you have one with us. If your order is marked as "unfulfilled", then it has not yet left our warehouse and therefore may need some additional time due to the nature and/or destination of your order before it can be shipped out.
If you have not received an email from us stating that there will be an extra delay time on the delivery of your order (please make sure to check your spam folder), then please do not hesitate to reach out to us via the live chat box or email!
My package was marked as delivered, but I haven’t received it yet.
If your package is labeled as delivered but you have not received it, you will need to contact your local post office with your shipping number.
Once the package leaves our facility, it is out of our hands. We are not held responsible for any lost or stolen packages.
My tracking says “Returned to Sender”. What should I do?
If your order status is marked as “returned to sender”, do not hesitate to reach out to us! We’ll be happy to help resend your order. However, please be aware that to have your order reshipped, you may have to pay shipping fees.
If you wish to cancel your order instead, make sure to read our refund policy here.
Will I have to pay customs or import fees?
You may have to pay customs or import fees upon collection of your order. While we try to do what we can to avoid this from happening, sometimes certain laws make it hard for us to be able to have our clients fully covered against customs and/or import fees.
Can I choose express delivery?
As of right now, we do not offer express delivery.
Return, Refund, & Exchange Inquiries
I would like to make a return and/or exchange, what should I do?
In accordance with French laws, all return and exchange requests must be made within 14 days of the items being delivered.
You can request a refund up to 30 days based on the following:
- You made a purchase, and the order has not yet shipped.
- Your item has been delivered, but you wish to return the item.
- Your item has been delivered, but it arrived damaged and/or defective.
To be eligible for a refund on the product(s) you wish to return or exchange, the items must be sent back in their original packaging, unwashed and unworn (other than having been tried on). Please be aware that we cannot offer a refund on your original shipping costs unless:
- Your order is defective
- Your order has not yet shipped
This is because we are not responsible for shipping costs set by the couriers we use. Once past the 30 days, we cannot offer you a refund.
For defective products
In the event that your product is defective, please reach out to us with photos of the product and your email address within 48 hours of your order being delivered. Once we can confirm that your product is defective, we will issue a shipping label to you so that you can return your product. When the merchandise has been received on our end, we'll reach out to you via email to discuss the next steps.
To initiate a return or exchange, please reach out to our customer service team via the live chat box, and one of our team members will get back to you as soon as possible.
My package was damaged in transit, what should I do?
If your package has arrived defective, destroyed, or otherwise unusable, please contact us via the live chat box or our email. We will need the following information:
- Photos of the damaged parts on your products, or a video showing how the product is defective.
- Your order number
Our customer service team will get back to you as soon as possible and they will be happy to help figure out a solution to your problem.
Please note that we are not held liable, nor issue refunds or replacements for minor cosmetic damages made while the product was in transit.
How long do refunds take to process?
You should receive your refund within 3 - 5 business days. However, if you have not received it within a week, please contact us through the live chat box, or lofimerch@lofigirl.com and a customer service representative will be happy to assist you.
Cancellation Inquiries
If you’ve accidentally input the wrong information, or changed your mind about your order:
There’s no need to worry! As long as your package has not shipped, the option to cancel your order will be available to you.
To cancel your order, please send an email to lofimerch@lofirecords.com, or the live chat box. We will need the following information:
- Full name
- Order number
- Reason as to why you’d like to cancel your order.
Please refer to our full refund policy here.
Product Inquiries
What sizes do your products come in?
This depends on what you want to order. With some exceptions, most of our clothes come in sizes S to XL.
While we do recommend ordering a size up from what you’re used to ordering, please refer to the charts posted on each product page directly as the sizes change depending on the item you’re interested in.
Items that are exempt from sizing charts (they’re One Size Fit All):
- Plaids
- Sleep masks
- Socks
Collab Inquiries