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CUSTOMER SERVICE

 
 

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Information
Service Ticket

Customer Service

Thank you for visiting loefflerrandall.com. We are always happy to assist you. The easiest and fastest way to communicate with us is by opening a service ticket here. You can also reach us by emailing service@loefflerrandall.com or calling us at 888.982.8800. Our regular customer service hours are Monday — Friday 10a.m. to 6 p.m. EST.

We have provided the following information to help give you the best possible shopping experience. Please click on a link below to be guided to more specific information.

Account

Opening your account

You can register for an account here by entering your name, email, and a password of your choice. You are only required to register on our site if you are making a purchase. You will be prompted to sign in or register for an account whenever required.

 

Managing your account

To sign in to your account, go to SIGN IN or MY ACCOUNT or click here and enter the email address and password you submitted upon registration.

Once you have logged into your account you are able to:
• Change your password
• Add or change addresses
• View order status, history and returns
• Request a return

 

Forgotten passwords

If you have forgotten your password, we can send a new password to you through a secure connection to the email you submitted upon registration. Click here to receive a new password. Once you have successfully logged back into your account you may change your password.

Shopping

Add to shopping bag

Once you've found an item you wish to purchase, select your size and click "add to shopping bag."

Items remain in your shopping bag for the entire time you are actively shopping on the site. Otherwise, your session will time out after 20 minutes. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order.

 

Item availability

We continuously update our website and inventory so that it reflects all items available for purchase. Occasionally, however, we may sell out of certain products. If we are out of stock on an item that you've ordered, we will notify you via e-mail and adjust your order and payment.

If an item is out of stock on our website, we are happy to help you find it for purchase from another retailer, if possible. Please open a service ticket here, or call Customer Service so that we can provide stockist information for you.

 

Pre-order

Some items are available for purchase before they are in stock. When you select one of these items, the product description will display a message with the approximate ship date, for example, ''This item will not ship until --/--/--.'' We consider this a pre-order.

If you would like to place an order for a pre-order item, please add it to your shopping bag and proceed with the checkout process. Your card will be authorized for the full amount of the order, but the charge will only be finalized at the time of shipment. For orders with multiple products, we will ship each item as it becomes available. You will receive an email to confirm that your order has shipped.

Pre-order items are subject to the same return policies as merchandise with immediate availability. A return request must be made within 14 days of receiving the package, and approved returns must be post-marked within 7 days of receiving approval. Please click here for more information on returns.

 

Wait list

When you see a size option with the words "wait list", this means that we are currently sold out of this size. If you select this option, a re-stock notification form appears. Simply login or register for an account and we will send you an email as soon as stock for that particular item is replenished in your size and available for purchase. Unfortunately, we cannot guarantee that we will be able to re-stock any particular item. You will not receive any notice if we are unable to re-stock the style and size selected. Once an item has been marked as “final sale” it is unlikely that the item will be replenished.

 

Checkout

Click the "checkout" button when you are finished shopping and you will be directed to sign in to your account. If you do not have an account, you will be instructed to create one in order for us to complete your purchase.

We use industry standard Secure Sockets Layer (SSL) software, which encrypts all order information you submit through our Website, and we only use the last five digits of your credit card number when confirming an order. Of course, during order processing, we will encrypt and transmit your entire credit card number to the appropriate credit card company. We cannot, however, guarantee that our security measures will absolutely prevent unauthorized access to or loss of data.

Product

Sizing

SHOE SIZE CONVERSION
 

Loeffler Randall shoes are sized US 5 - 12. The following is a size conversion guideline for Loeffler Randall shoes comparing our US sizes to Italian sizing standards. Any additional sizing information will be noted in the description for each item. We've provided this reference to help you find the best fit, but should you have additional questions, please contact customer service for assistance at 888.982.8800 or service@loefflerrandall.com.

Care

Loeffler Randall footwear and handbags are crafted using the finest leather skins. Each is unique: any incidental tonal variation, marks or veins are natural features, and should not be considered as imperfections. Proper leather care contributes to a long life of beauty. We strongly recommend consulting a leather care professional or cobbler for specific advice and maintenance.

General care for all leathers
• Keep leather surface clean and dry using a dry, soft cloth.
• Avoid over-exposure to hear or direct lighting.
• Protect leather goods from rain and humidity.
• If leather should get wet, dab with a soft neutral cloth to absorb the moisture.
• When not in use, store your product in a cool, dry place using the Loeffler Randall dust bag provided.

Vachetta leather care
• If you choose to treat vachetta leather shoes and boots, we suggest colorless, non-alkaline formulas for vegetable or chrome tanned leathers.
• Be aware that leather conditioners sometimes attract dust and dirt. Always use a product formulated for the type of article you intend to treat.
• Leather treatments deepen the base color of the leather. Always test treatment products in a concealed area before treating the entire shoe or boot.

Suede care
• Suede can be kept fresh with a suede brush that can help to clean superficial dirt and stains.
• For deeper stains, consult a leather professional.
 

Gift cards

Purchasing gift card

loefflerrandall.com gift cards are available for purchase in any amount. Gift credit is available immediately upon purchase. Gift card checkout requires a separate checkout and can only be purchased one at a time. Click here to purchase a gift card.

We offer several options to suit your needs. You can choose to send a gift card to an email address, send a physical gift card through the US postal service, or both. We recommend the email version for immediate gifting. Physical gift cards are shipped free through USPS Priority Mail.

 

Redeeming gift card

You may redeem your gift card by entering your gift code at checkout.

To make a purchase using your gift credit you must first register on our site (if you do not have an account, please click here). On the third page of checkout, you will be able to enter up to two gift codes in the fields at the bottom of the payment page. This will deduct the full amount of each gift credit from your order total. If your gift credit is more than the total purchase, the total purchase amount will be deducted from your gift credit, and you will be able to use the remaining amount for future purchases. You can view your adjusted order on the final page of checkout, before payment is submitted.

You must have a valid credit card number at the time of checkout (for verification purposes), even if your gift credit covers the entire cost of your purchase. Your credit card, however, will only be charged if a balance remains on your order.

 

Gift card policies

Gift credit is redeemable by bearer for merchandise only at loefflerrandall.com and may not be redeemed for cash. Purchases will be deducted from the gift credit until the balance reaches zero. Loeffler Randall does not accept responsibility for lost, stolen, or unauthorized use of gift credit. To verify your remaining balance or for more information, please contact customer service by opening a support ticket here or by calling us at 888.982.8800.

Gift cards are not returnable. If you return any item from an order in which partial or full payment was made using a gift credit, you will receive your refund in the form of a gift card or store credit.

Payment

Payment methods

We accept Visa, MasterCard, American Express, Discover and loefflerrandall.com issued gift cards, store credit and coupons.

When you place an order on our website, we will only charge your credit card once we have verified your card details, received credit authorization, confirmed stock availability, and your order is ready to be shipped.

If you are having difficulty processing payment, please open a service ticket here or call us at 888.982.8800 and we'll be happy to help you place an order.

 

Redeeming promotion and discount codes

You may redeem your discount code during the checkout process by entering your code in the field marked "discount code." You may not use more than one discount code at a time.

You must have a valid credit card number at the time of checkout (for verification purposes), even if your store credit or discount code covers the entire cost of your purchase. Your credit card will only be charged if a balance remains on your order.

All terms, conditions and policies - including our returns policy - still apply to orders in which a discount code have been applied. In case of a return, only the amount charged to a credit card or gift card are refundable, we cannot refund the discounted amount.

 

Pricing

We work hard to maintain accurate pricing on our website, however errors may occasionally occur. In that situation, you will have the option of either canceling that item, or reconfirming your purchase of the item at the correct price. You agree that the risk of loss or damage to products you order from us passes to you on delivery of the products, but title passes once we have received payment in full from you or your authorized agent for the products.

 

Sales Tax

Prices displayed on the website are exclusive of taxes. If you are shopping within the USA, sales tax will only be charged on orders shipped within the state of New York. Taxes are calculated at the time of checkout by zip code. No other tax or import duty will be applied to orders shipped within the USA. Sales tax is not charged when purchasing a gift card.

Orders

Order status

You will receive email confirmation at the time you place your order. Each time your order is updated or your order status changes, you will be sent notification by email. You can also check the status of your order by logging into your account and viewing your order history.

 

Modifying your order

Once you have submitted your order, we have limited ability to make modifications. Please contact customer service as soon as possible with any requests as we are unable to make modifications or cancellations after we have started the shipment process.

 

Tracking

Once your order has been shipped, you will be sent a shipping confirmation email including the tracking number for your package. At this point your order status will be updated to "shipped" and you can track your package by visiting UPS.com and providing the tracking number provided in your shipping confirmation email.

Shipping

Guidelines

To guarantee delivery by December 24, 2014 all ground orders must be placed by noon on December 16, 2014, all Second Day Air orders must be placed by noon on December 21, 2014 and all Next Day Air orders must be placed by noon on December 22, 2014.

Orders are processed pending product availability. Orders placed on a weekday before 2:00 p.m. (EST) will generally begin processing that day. Orders placed after 2:00 p.m. (EST) will generally begin processing the next business day. For orders placed on weekends or holidays, orders will generally begin processing on the next business day. Although we endeavor to ship all orders within one business day from processing completion, these times are provided as guidelines only. All orders are shipped from New York City.

Please note: We do not offer Saturday delivery. We do not provide delivery to freight forwarding companies without proof of identification. Unfortunately, our carriers are unable to deliver to APO/FPO addresses or P.O. boxes at this time.

 

Rates and services

RATES

We are excited to introduce FREE GROUND SHIPPING on all orders shipped to any destination within the USA.

Loeffler Randall uses UPS exclusively for all orders - domestic and international. Rates are calculated for each package in real time during the checkout process. Shipping costs for services other than UPS Ground are determined by package weight and shipping destination.

To view shipping options and rates for a particular address, please add desired items to your shopping bag and begin the checkout process. Once you are signed into your account, you can view service options and rates to ship these items to your address of choice.
 

DOMESTIC SERVICES

Loeffler Randall offers UPS Gound, 2nd day and Next Day delivery for all orders shipped within the United Sates. All orders are shipped from New York City.

Upon shipment, UPS Ground can take anywhere from 1 - 5 business days, depending on your proximity to New York City. For time sensitive, guaranteed date delivery, please choose 2nd day or Next day service. Upon shipment, UPS 2nd day air packages will arrive by the end of the second business day and UPS Next Day air packages will arrive by the end of the next business day. Please contact customer service with questions or special requests.

For Next Business Day delivery, please ensure you place your order before 2pm EST Monday to Friday for delivery on the next business day between 9am and 5pm.
 

INTERNATIONAL SERVICES

Loeffler Randall offers UPS Standard (Canada), Worldwide Expedited and Worldwide Express delivery for orders shipped outside of the United States.

Orders shipped UPS Worldwide Express will arrive next business day to Canada, 2 business days to Europe and Latin America, 2-3 business days to Asia.

Orders shipped UPS Worldwide Expedited will arrive 2 business days to Canada, 3 business days to Mexico, 3-4 business days to Europe, 4-5 business days to Asia and Latin America.

Orders shipped UPS Standard to Canada will arrive within 2 - 6 business days.

 

International disclosure

For items shipped outside of the United States, you accept the risk of loss and title for that merchandise upon our delivery to the carrier. Please note that your order may be subject to import duties and taxes, which are levied once a shipment reaches your country, and you will be responsible for paying all additional charges for customs clearance. You should contact your local customs office for further information. Additionally, when ordering from loefflerrandall.com, you expressly acknowledge that you are the importer and agree to comply with all laws and regulations of your country. You authorize us to designate a carrier to act as your agent with all relevant customs or tax authorities in your country; to clear your merchandise and advance (on your behalf) any duties and taxes owed by you related to your purchase from us.

Although your privacy is important to us, please be advised that international shipments may be opened and inspected by customs authorities.

We may provide certain product information, such as a description to our international carriers, and/or customs authorities to facilitate customs clearance and compliance with local laws.

If your order is a gift, we will indicate that fact on any manifest or other documentation, but customs authorities may require that we disclose the value of the product on the package.

 

Refused shipments

Loeffler Randall will not be responsible for any fees charged by customs or other tax authorities. If you refuse any shipments from Loeffler Randall, you remain responsible for all original shipping charges, duties, taxes, customs incurred on the package (original and return shipments) and the cost of returning the package to Loeffler Randall. We will subtract this amount from your merchandise refund, if any.

 

Shipping restrictions

loefflerrandall.com ships to all 50 states and all countries that are serviced by UPS. Regretfully, we are unable to ship to P.O. Boxes or APO addresses at this time. We are only able to ship items to one address per order. Please place a separate order for each shipping address. At this time loefflerrandall.com will not ship to freight forwarding addresses because of the potential high risk of fraud associated with forwarded orders. For your protection, If you wish to have an item shipped using a freight forwarding address you must provide us with a copy of government issued identification. Please contact us here, before placing forwarded orders.

Returns

We want you to love your purchase from loefflerrandall.com. But if something is not right, please let us know and we will do everything we can to help. Our fit and styling experts are standing by to help you find exactly what you need. If you have any questions about your order, please open a service ticket here, or call us at 888.982.8800.

 

Return policy

We will gladly accept returns on all items (except items marked "Final Sale") that have not been worn, altered or washed and have all original tags attached. In the interest of quality, we can only accept product for return that is clean and unworn. If you return any items bearing any signs of wear, we will send it back to you at your cost.
 

SHOES

If you have purchased Loeffler Randall shoes, we ask that you try them on for fit and size on clean, carpeted surfaces only until you are sure that you will be keeping them.

We consider our box to be an important part of the entire product. For this reason, footwear returns must include the original shoe box in its original condition and without postal labels. Please wrap your return in protective packaging for shipment. Returning footwear with damaged boxes or without the original shoe box may result in a fee.
 

HANDBAGS

If you have purchased a Loeffler Randall handbag, we ask that you try it on inside in a clean area only until you are sure you will be keeping it. All returned handbags must be securely placed within original cloth duster bag and include all accessories. Please pack your return in protective packaging for shipment.

 

HOLIDAY 2014 RETURN POLICY

Orders received between Monday, November 24, 2014 and Tuesday, December 23, 2014 can be authorized for an exchange or return for a refund until Monday, January 5, 2015. Returns or exchanges requested after January 5th or outside of our regular return policy will not be processed.

 

Return instructions

PLEASE NOTE: ALL RETURNS MUST BE AUTHORIZED BY LOEFFLER RANDALL.
 

DOMESTIC ORDERS

STEP 1: Please REQUEST AUTHORIZATION TO MAKE A RETURN WITHIN 14 DAYS of receiving your order by signing in to your account at loefflerrandall.com and click the 'RETURN' link next to the order you wish to return.

STEP 2: COMPLETE THE ONLINE FORM and submit. You will receive a response within one business day.

STEP 3: If your order is authorized for return, you will receive a RETURN AUTHORIZATION EMAIL along with a pre-paid UPS ELECTRONIC RETURN LABEL. Please print this label and secure it to the outside of your return package.

Make sure to wrap your return in protective packaging for shipment. Returning footwear with damaged boxes or without the original shoe box may result in a fee.

You may drop off return packages with a UPS return label at any UPS location or schedule a free pick up by calling 1.800.742.5877. RETURNS MUST BE POSTMARKED WITHIN 7 DAYS OF RECEIPT OF YOUR RETURN AUTHORIZATION EMAIL.

STEP 4: We kindly ask that you allow 15 days for returns to be processed. Process time may be longer during peak seasons. Your refund will either be credited to the original purchaser's credit card or gift card, as applicable. Please note THERE WILL BE A $10 RETURN FEE DEDUCTED FROM YOUR REFUND TOTAL.
 

INTERNATIONAL ORDERS

STEP 1: Please REQUEST AUTHORIZATION TO MAKE A RETURN WITHIN 14 DAYS of receiving your order by logging into your account at loefflerrandall.com and clicking the 'RETURN' link next to the order you wish to return.

STEP 2: COMPLETE THE ONLINE FORM and submit. You will receive a response within one business day.

STEP 3: If your order is authorized for return, you will receive a RETURN AUTHORIZATION EMAIL.

Make sure to wrap your return in protective packaging for shipment. Returning footwear with damaged boxes or without the original shoe box may result in a fee.

STEP 4: Ship your authorized return pre-paid and insured with your carrier of choice to:
 

RETURNS

Loeffler Randall
525 Broadway
4th Floor
New York, NY 10012

Please note RETURNS MUST BE POSTMARKED WITHIN 7 DAYS OF RECEIPT OF YOUR RETURN AUTHORIZATION EMAIL.

Please make note of your tracking number. Loeffler Randall cannot be held responsible for return packages lost, stolen or damaged in transit.

STEP 5: We kindly ask that you allow 15 days for returns to be processed. Process time may be longer during peak seasons. Your refund will either be credited to the original purchaser's credit card or you will receive a store credit, as applicable.

 

Refunds

Once we receive your returned merchandise and confirm that its condition is acceptable (e.g., unworn, unaltered, with original tags, packaging, etc.), then we will credit your refund to the purchaser's original credit card or gift card, as appropriate. Please allow up to 15 days for your refund to be processed and up to 2 billing cycles for the return to appear on your credit card statement. Please note original shipping costs are NON-REFUNDABLE and there will be a $10 RETURN FEE deducted from the refund total for all DOMESTIC RETURNS. If your order has been sent to a destination within New York, all sales taxes will be refunded. Unfortunately on international sales, customs duties and sales taxes are non-refundable, however, you may be able to recover these fees by contacting your local customs bureau. We suggest that you hire a customs broker if you wish to claim back duties on returned merchandise.

 

Gift returns

If you have received an item from our website as a gift and would like to make a return, please request a return authorization within 14 days of the day the order was delivered. You can request a return by opening a service ticket here. Please include your name and email address as well as the purchaser's name, order number, and list the items you wish to return. You will get a response within one business day. If your return is authorized, please follow our Return Instructions here.

Refunds on gift returns will be processed in the form of loefflerrandall.com store credit. You may exchange for another item by using this credit to place a new order online. You are required to pay difference in cost and any additional shipping, taxes and import duties. Any unused credit will remain available for a future purchase.

 

Exchange policy

Loeffler Randall is happy to accept items for exchange subject to terms and conditions above and stock availability. To request an exchange simply follow the return procedure and make a note in our notes fields for the item you wish to exchange for. You may always request store credit in lieu of a refund on your credit card to put toward a future purchase. Exchange shipping is free. Customers are only granted one exchange per order. Return authorization will be granted for exchanged items for store credit only.

 

Price adjustments

We are happy to offer price adjustments on items discounted within 7 days of original purchase. You must request your price adjustment within 7 days of original purchase. We are unable to offer price adjustments on items items that were discounted for any reason at the time of purchase. To request a price adjustment, please open a service ticket here.

 

Rules and restrictions

loefflerrandall.com does not accept returns on any items purchased from any retailer other than loefflerrandall.com. We are happy to answer any questions related to Loeffler Randall products but are unable to process any returns, exchanges, credits or refunds for any product purchased outside of loefflerrandall.com.
 

RETURN AUTHORIZATION

All returns must be authorized by Loeffler Randall. Unidentified returns may be returned to the sender. Please follow our Return Instructions here.
 

LATE RETURNS

Please request Return Authorization within 14 days from receipt of your order. Your return shipment must be post-marked within 7 days from your Return Authorization. We reserve the right to reject all returns outside of the 14 day return period. If we do accept a late return, we will only issue a store credit, not a refund.
 

RETURN SHIPMENT

Loeffler Randall is pleased to offer pre-paid return labels for all authorized returns that ship from US addresses. Customers within the US can ship their return package insured and pre-paid when they use the UPS electronic return label included in their Return Authorization email. At this time, pre-paid return labels are not available for customers shipping from international addresses. Customers shipping returns with any method other than using the label provided by Loeffler Randall are responsible for all costs, fees and duties incurred through return shipment. Please make note of your tracking number. Loeffler Randall cannot accept responsibility for any packages lost, stolen or damaged in transit. All return shipping must be pre-paid, we cannot accept CODs. All returns must be shipped to Loeffler Randall's shipping address. Loeffler Randall does not accept in person returns.
 

DISCLAIMER

We reserve the right to reject any returns that do not comply with conditions above. if your package is not accepted, it will be sent back to you at your expense and a refund cannot be granted.

 

Defective merchandise

While we strive to ensure that all of our products are checked for defects, occasionally a defect may pass unnoticed. If that happens, please contact us immediately.

 

Colors

Since the resolution and color composition of each computer monitor varies, we cannot guarantee the accuracy of the colors of products displayed on our website.