Customer Service

Returns & Exchanges

What is the online Return Policy?

Lou & Grey will accept your return of unworn, unwashed and defective merchandise by mail. Unwashed, unworn and defective merchandise may also be returned or exchanged at any Lou & Grey store with the exception of select merchandise explicitly noted in our return policy below. Please note, we cannot accept online purchase returns at LOFT, LOFT Outlet, Ann Taylor, or Ann Taylor Factory store locations.

We will credit you for returns, accompanied by an original receipt, received within 45 days of the purchase for the price paid either in the original form of payment or as a merchandise exchange (in store only). For gift returns that are received within 45 days of the transaction date, you will receive an Online E-Gift Certificate for the amount paid by the sender. Returns accompanied by an original receipt, made more than 45 days after the purchase, will be credited for the item's current selling price either in the form of a merchandise credit* or as a merchandise exchange (in store only). One price adjustment on full-priced merchandise may be made within 7 days from the original date of purchase.

Returns without an original receipt will be credited for the item's current selling price on the date of the return, in the form of a merchandise credit. Merchandise without an original receipt, with a selling price on the date of the return that is deemed Final Sale, may not be returned or exchanged.

Final sale merchandise (merchandise with a .44 or .88 cent price ending) may not be returned or exchanged.
Reduced price merchandise with "Final Sale" in the description or a .44 or .88 price ending prior to any discount may not be returned or exchanged. Merchandise without an original receipt with a selling price on the date of the return that is deemed "Final Sale" may not be returned or exchanged.

*A merchandise credit for online returns will be issued by e-mail as an E-Gift Certificate. A valid email address must be provided.

What is the Price Adjustment Practice?

Price adjustments are not eligible on special promotions, including %'s off (e.g., 25%, 40%, and 50% etc.) and $'s off. One price adjustment for merchandise purchased at full-price, which has been marked down for the first time, may be made within 7 days from the original date of purchase. Please note, our stores are not able to process price adjustments for online orders.

What is a Quick Exchange?

To save you time, we have our Lou & Grey Quick Exchange Service. If you find that an item you ordered isn't just right and need a replacement in a different size or color, all you need to do is call us at 1-844-214-3434. We'll quickly place an exchange order--charging your preferred credit card, but waiving your standard ground shipping fees. In addition, we'll help you make your return to our Online Store or to a Lou & Grey Store nearest you.

How can I return my online purchases?

On your original receipt, indicate the items to be returned and provide the main reason for the return using the codes listed on your receipt.

If you have not contacted us for a Quick Exchange indicate whether you prefer a refund or exchange. For exchanges, please fill out the "Exchange Details" section of your invoice, including the product information for each new item. If you are returning a gift, merchandise from an exchange order, or the return is after 45 days from the date of purchase, you must provide your email address, so that an E-Gift Certificate can be sent to you.

Carefully pack your item(s), in the original condition, and include your completed return form. Be sure to keep the top portion of your receipt for your records.
Ship the merchandise using one of the two options below:

OPTION 1: Use the convenient UPS Prepaid Return Label

  • Simply place the peel-and-stick UPS Prepaid Return Label from your invoice on your package (70 lbs or less). Be sure to remove or cover all other labels and barcodes.
  • Deliver your package to UPS
  • UPS locations include the UPS Store, UPS drop boxes, UPS customer centers, authorized retail outlets and UPS drivers. Find your closest UPS location atwww.ups.com/dropoff.
  • We will either deduct the $7.95 shipping fee from your return credit, or charge the card used for purchase for any exchange order greater than the return credit.


  • OPTION 2: Return the package on your own

  • Pack up your item(s).v
  • Select a carrier (USPS, UPS, FedEx, etc.).
  • Pay the return postage at the time of shipping.
  • Ship to the following address:

  • Lou & Grey Online Store
    1901 East State Road 240
    Greencastle, IN 46135

    CONTACT US