Customer Service

Shopping on Lou & Grey

Louandgrey.com can ship orders to all locations within the United States and Puerto Rico.International shipping is not offered on Lou&Grey.com.

Our shipping options include Standard Shipping, 3-Day Business Shipping and Next Day Business Shipping.

To ensure the prompt delivery of your order, we recommend that you place your order by 3 PM EST.

Business day refers to Monday through Friday, excluding Holidays

Saturday and Sunday deliveries are currently not available.


*Standard Shipping

Standard orders are processed once credit card authorization and verification have been obtained. Orders shipped via standard delivery typically arrive in five (5) to eight (8) business days (Monday-Friday, not including Holidays). Standard Shipping is not available for Alaska, Hawaii and Puerto Rico addresses. Gift cards, packaging, taxes and prior purchases do not qualify toward the minimum purchase requirement. Thus, the offer cannot be applied to such items. If you choose another shipping option, additional charges will apply.

Free Standard Shipping for Orders within the continental U.S.

You may choose another shipping option (3-Day Business or Next Day Business Shipping)

You are shipping to: Alaska, Hawaii or Puerto Rico addresses


**3-Day Business Shipping

  • • Flat Rate $14.95 for Third Day Shipping and Handling Charges
  • • Orders placed AFTER 3 P.M. EST Monday-Friday and on weekends will be processed on the following business day (business day refers to Monday-Friday, excluding Holidays)

***Next Day Business Shipping

  • • Flat Rate $24.95 for Next Business Day Shipping and Handling Charges
  • • Orders placed by 3 P.M. EST Monday-Friday, will be delivered next business day
  • • Orders placed AFTER 3 P.M. EST Monday-Friday and on weekends, will arrive on the second business day (business day refers to Monday-Friday, excluding Holidays)
  • • Not available for Alaska, Hawaii, Puerto Rico, P.O. Boxes, APO/FPO addresses and certain remote locations
  • • Not guaranteed for P.O. Boxes. Your order will be sent via USPS Express service"

"We offer you the convenience of numerous payment options for your online order. These options include the Ann Taylor or LOFT Card, LOFT E-Gift Certificate, Ann Taylor or LOFT Gift Card or any one of 6 additional major credit cards: American Express, MasterCard, Visa, Diners Club, Discover and JCB.

Simply enter the information in Step 3 of our Checkout process. All payments must be made in full at time of shipment. To make a payment to your LOFT or Ann Taylor Credit Card account, click here.

Please Note: We cannot process gift cards issued by American Express, Discover, MasterCard and Visa. If you try to place an order using one of these gift cards, it will fail. However, your funds will be authorized. To avoid having to contact client services to remove the authorization, please do not attempt to use a gift card issued by American Express, Discover, MasterCard or Visa."

Occasionally, Lou & Grey will offer code-based promotions that can be redeemed online. Promotions and discounts, including free shipping, will be communicated on the website, through emails, and direct marketing, such as mailers.

To redeem a code-based promotion, perform the following steps:

  • • In the Shopping Bag, enter your promotion code in the space marked "Promo Code."
  • • Click the "Apply" button on the right side of the page.
  • • Prices for the items that are valid for the discount will be reduced by the amount of the promotion, and reflected in your ORDER SUMMARY.

The following restrictions apply:

  • • To qualify for a specific promotion, your order must be placed during the specified promotion period.
  • • Some promotional offers may not be combined with other offers in the same order.
  • • Your order may need to be of a certain dollar amount to qualify; shipping and taxes are not applicable towards the qualifying amount.
  • • Enter the code in the Shopping Bag in the space marked "Promo Code," and then click the "Apply" button. Prices and shipping charges, if applicable, will be adjusted according to the applied promotion, with the discount reflected in your GRAND TOTAL.
  • • Only one promotional code may be used per order. Offers may be used only once unless otherwise specified.
  • • Taxes, shipping and handling fees, purchases of gift cards, charges for gift boxes do not count towards the qualifying amount.
  • • The offer may only apply to certain price points (full-price only) or select products. Offers may not be valid in Lou & Grey stores.
  • • Offers are not valid at Ann Taylor stores, LOFT stores, Ann Taylor Factory stores, LOFT Outlet stores, ANNTAYLOR.COM and, LOFT.com.
  • • Offers are not valid on purchases of gift cards.
  • • Offer is not for resale and is not redeemable for cash.
  • • No adjustments to prior purchases, and cannot be applied to returned merchandise."

Louandgrey.com follows all applicable taxing regulations for the areas where we do business. Each of the 50 U.S. states and Puerto Rico has established state tax regulations. Taxes are charged according to the shipping address(es) of your order.

To save you time, we've made our checkout process efficient and easy to complete. Just follow the prompts in the simple one-page checkout process. When you attempt to checkout--from the product page, your shopping bag, or from the top navigational bar--you will first be reminded to sign in or register with louandgrey.com.

In Step 1 of Checkout, you will be asked to fill in your shipping information. At this point, you will enter: the address(es) to where your order will be shipped; your preferred shipping method(s.. If you are entering a new address which you have never shipped to before, you will also have the option of saving the name and address in your Address Book, so you won't have to re-enter this information in the future. Please be sure to click on the check box when prompted to add the name and address to your Address Book. To read more about the Lou & Grey Address Book, click here

In Step 2, you will enter your billing and payment information. If you have a saved payment method, click ""Change"" to add a new payment method. You will then be prompted to change your payment method or add your Lou & Grey Online E-Gift Certificate and/or Ann Taylor or LOFT Gift Card.

The final step of Checkout is to confirm that we have all of the correct information for your order including: the billing and shipping information, your total order amount, shipping costs, taxes, promotional discounts, and/or gift charges and credits. The final total that will be charged to your credit card will appear on the bottom of the page. When you have confirmed that all of the information on this page is correct, click on the ""Purchase"" button next to your order total.

You will receive e-mail confirmations both when your order is received as well as when your order is shipped

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