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Once your order has been shipped, we will notify you via e-mail of the shipment status. This e-mail will also provide you with tracking information and the ability to access the status of your order from the convenience of your computer. You can also check your order status from the site – click on Order Status on the top right side of the page. You will need your confirmation number and email address to receive your order status.

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. You may exchange by mail or online or in a Lou & Grey store. For gift returns that are received by mail within 45 days of the transaction date, you will receive an Online E-Gift Certificate for the amount paid by the sender.

When we designed our business processes and systems at louandgrey.com, our goal was to save you time by quickly processing your order. The moment you submit your order, you can expect that we are immediately working to get it to you as quickly as possible. However, we are unable to change the details of the order or cancel the order.

Occasionally, louandgrey.com 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:

  1. In the Shopping Bag, enter your promotion code in the space marked "Promo Code."
  2. 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. We cannot apply a promotion to a previous purchase. 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.
  • • Free shipping offers are valid on standard shipping for orders placed at louandgrey.com with a specified minimum purchase. Standard shipping is not available in AK, HI or PR.
  • Taxes, shipping and handling fees, purchases of gift cards, charges for gift boxes and payment of LOFT credit cards 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 Ann Taylor stores.
  • Offers are not valid at Ann Taylor stores, Ann Taylor Factory stores, LOFT stores, LOFT Outlet stores or ANNTAYLOR.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.

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.

Once your order has been shipped, we will notify you via e-mail of the shipment status. This e-mail will also provide you with tracking information and the ability to access the status of your order from the convenience of your computer. You can also check your order status from the site – click on Order Status on the top right side of the page. You will need your confirmation number and email address to receive your order status.

No changes can be made to an order once submitted. When we designed our business processes and systems at louandgrey.com, our goal was to save you time by quickly processing your order. The moment you submit your order, you can expect that we are immediately working to get it to you as quickly as possible.

Returns and Exchanges

Lou & Grey will accept your return or exchange 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. 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. 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."

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.

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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.

OPTION 1:

Click here to begin the return process and generate your prepaid label.

  • Complete the steps to return your selected items
  • Print the return label
  • Carefully pack your item(s), in the original condition, and include your printed return invoice
  • Affix your shipping label to the package, making sure no other tracking labels are shown

Once your package is ready to be shipped, refer to the shipping carrier on the label:

  • For UPS, drop it off at your nearest UPS location
  • For USPS (U.S. Postal Service), give it to your local carrier or drop off at the nearest USPS location

OPTION 2: Return the package on your own

  • Pack up your item(s).
  • 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


Once your package is received, a refund will be credited based on our return practice guidelines. If using our prepaid return label, $7.95 will be deducted from your return credit amount. You will receive an email once the return is completed.

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 and handling 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:

  • 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

My Account Subscription Updates

While you're shopping louandgrey.com, we offer you the option to sign in/register with us. Once you've registered, you'll be able to experience several special features:

  • Shop Louandgrey.com, ANNTAYLOR.COM and LOFT.com with the same e-mail address and password.
  • Save items placed in your Shopping Bag for as long as they're still available at louandgrey.com.
  • Receive e-mails announcing up-to-the-minute news on new arrivals, site and store features, and exceptional sales at Louandgrey.com, ANNTAYLOR.COM, LOFT.com and any of our retail stores.
  • For your convenience you can securely save your addresses, both billing and shipping, as well as your credit card information for your next order. Click here to view our Privacy & Security Statements.
  • Have quick access to the status of open orders and history of previous orders.

If you'd like to register with us, click on ""Sign In"" on the top of any page. As part of the registration process, you will be asked for the following information:

  • Your e-mail address so that we are able to recognize you each time you sign-in to louandgrey.com, ANNTAYLOR.COM or LOFT.com
  • Your password must be 8-30 characters long and must use a combination of letters and numbers. Please note that the number required in your password may not be the first or last character. Passwords are case sensitive. Please do not use any spaces.
  • You will receive e-mail updates from louandgrey.com, ANNTAYLOR.COM, LOFT.com, Ann Taylor Factory and LOFT Outlet. The e-mails will provide you with up-to-the-minute news on new arrivals, site and store features, and exceptional sales.

Please be assured that any personal information you submit to ANNTAYLOR.COM is safe and secure. To view Ann Taylor's complete Privacy & Security Statement, please click here.

If you wish to change your email address/username, please login to the "My Account" section of the website and click on "Preferences". You may also call 1- 844-214-3434, and a Client Associate will assist you.

If you forget your Password, visit the "Sign In" page of the website and then click the "Forgot Password?" link. If your e-mail address is currently in our records, we will send you an email with a link to reset your password. For your added protection and security, we will also remove any credit card information you may have previously saved on our website.

Email and Mailing Preferences

If you wish to be removed from our e-mails and/or mailings, you may submit your request to unsubscribe through "My Account/Preferences" at louandgrey.com. To access this feature, click here. If you have received an e-mail from Lou & Grey you may also respond with the word ""unsubscribe"" in the subject line or indicate your preference to receive only one email per week. In addition, you may also contact us via e-mail at clientservices@louandgrey.com via phone at 1- 844-214-3434, or via mailing address at:

4079 Exclusive Parkway
3rd Floor
Westeville, Ohio 43081-3860

In-Store Pickup

To treat you to another fun way to shop, we've made some items on our website available for pick up in store. As soon as the store selected prepares your pick up, we'll send you an "in-store pickup is ready" email. All you have to do is come to the store selected and show them the email, along with a valid driver's license or government-issued ID.

After receiving the email, you'll have four days to pick up your items. After four days, that part of your order will be canceled and you will not be charged. If you've ordered more items, they may be available at different times and you'll receive an email once each item is ready to be picked up.

Please note: not all items are available for in-store pickup and this service is not available in all stores.

On the product page, a "Pick Up In Store" button will appear beneath the "Add To Bag" button. Simply click the button and instructions will follow.

Yes. For items you would like to pick up, click the "Pick Up In Store" button and follow the instructions. For items you would like shipped, click the "Add To Bag" button. When you are ready to checkout, your shopping bag will be split to show items for in-store pickup and items that will be shipped.

In-store pickup is continually being added to stores. If your store isn't currently offering in-store pickup, check back for updates.

After you place your order, your credit card will be authorized for the total order amount. When your in-store pickup is completed, that part of the order will be finalized and your credit card will be charged.

As soon as the store selected prepares your pick up, we'll send you an "in-store pickup is ready" email. Once this email is received, please visit the store within the next four days to pick up your item(s) - you will have to show the email to the store selected, along with a valid driver's license or government-issued ID. Find store hours here.

After receiving your "in-store pickup is ready" email, you'll have four days to pick up your items. After four days, that part of your order will be canceled and you will not be charged. If you've ordered more items, they may be available at different times and you'll receive an email once each item is ready to be picked up.

Please bring your "in-store pickup is ready" email (you can also show it on your phone), along with a valid driver's license or government-issue ID.

Yes! You will see a place to add their information during the checkout process. They will also receive your "in-store pickup is ready" email. All they need to do is show the email to the store selected, along with a valid driver's license or government-issued ID.

When you arrive at the store, just ask an associate for assistance with your in-store pick up.

On the next business day, the store selected will begin to prepare your in-store pickup. As soon as it's ready for pick up, we'll send you an "in-store pickup is ready" email. Please wait until you receive the email before picking up your order - you will have to show the email to the store selected, along with a valid driver's license or government-issued ID. Find store hours here.

Yes! Once you complete your in-store pickup, you will be emailed a receipt.

When completing your in-store pickup, simply let the associate know which items you would like to exchange or return.

Unfortunately, the pick up store cannot be changed after you've placed your order.

For delivery orders, your tax is calculated based on the tax code where your order is delivered. For in-store pickup orders, your tax is calculated based on the tax code of the selected store. If you have an order with items for in-store pickup and shipment, you could be charged different tax rates.

If you have any feedback about your in-store pickup experience, we'd love to hear from you. Email us at: clientservices@louandgrey.com

Click here for customer service.

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