Lord & Taylor now operates as an online retailer rather than the traditional department store chain many shoppers remember. Customer service can help with current online orders, shipping, returns, refunds, missing packages, exchanges, gift cards and account questions.
How to Contact Lord & Taylor Customer Service
- Customer service phone: 1-833-307-0177
- Customer service email: cs@lordandtaylor.com
- Customer-service hours: Monday-Friday, 9:00 AM-5:00 PM Eastern Time; closed weekends and holidays
- Contact and chat: Lord & Taylor Contact Us
- Returns: Lord & Taylor Shipping & Returns
- Frequently asked questions: Lord & Taylor FAQ
- Brand/licensing contact: Regal Brands Global, 1370 Broadway, 11th Floor, New York, NY 10018
- Official website: LordandTaylor.com
Lord & Taylor currently operates online and does not maintain traditional brick-and-mortar department stores. Regal Brands Global is associated with the current Lord & Taylor brand, while Regal LT Online LLC is identified in the website terms as the merchant of record for online purchases.
Best Lord & Taylor Support Route by Issue
- Current online order: Sign in to My Account to review order status, then contact customer service if additional help is needed.
- Cancellation request: Contact customer service immediately. Orders can move into processing quickly and may become ineligible for cancellation.
- Return: Review the current return policy before generating a label because Lord & Taylor uses a short return window.
- Refund delay: Keep the return tracking number and contact customer service if the stated processing period has passed.
- Missing package: Review all tracking numbers because different items in the same order may ship from different fulfillment partners.
- Wrong or damaged item: Save the packaging and take photographs before contacting customer service.
- Gift card issued before October 2024: Current Lord & Taylor customer service says those cards were issued under previous ownership and cannot be redeemed on the current website.
- Order placed before October 2024: The current operator says it does not have access to those historical orders.
Information to Have Before Contacting Lord & Taylor
- Current Lord & Taylor order number
- Email address associated with the purchase
- Product name, designer, size and color
- Purchase and shipping dates
- Tracking number or numbers
- Photos of damaged, defective or incorrect merchandise
- Return authorization and return-label information
- Return tracking and carrier receipt
- Refund amount expected
- Dates of previous calls, emails or chats
- The resolution you are requesting
Lord & Taylor Is Now an Online-Only Retailer
Lord & Taylor was historically a major U.S. department store chain, but the current operation is different from the company that ran its former stores.
Lord & Taylor now sells merchandise online through LordandTaylor.com and states that it has no brick-and-mortar locations.
The current online business uses multiple vendors and fulfillment partners, so items in a single order may ship separately and from different locations.
Regal Brands Global identifies itself as the custodian of the Lord & Taylor brand. Lord & Taylor’s current website terms identify Regal LT Online LLC as the merchant of record for purchases through the site.
This distinction is particularly important for customers trying to resolve an old order, gift card or credit-card issue connected to a previous Lord & Taylor owner.
Lord & Taylor Orders Placed Before October 2024
The current Lord & Taylor FAQ states that the present business does not have access to orders placed before October 2024.
If your problem involves an older purchase:
- Check the original confirmation for the company that processed the transaction.
- Review old credit-card or bank statements for the merchant information.
- Keep receipts, shipping documents and prior customer-service correspondence.
- Do not assume the current Lord & Taylor operator can retrieve an account created under earlier ownership.
When contacting the current customer-service team, explain immediately that the transaction occurred before October 2024 so you can determine whether they are able to assist.
Old Lord & Taylor Gift Cards
Lord & Taylor states that gift cards purchased or issued before October 2024 were issued under different ownership and are not valid on the current LordandTaylor.com website.
The company’s current Terms also state that pre-October-2024 gift cards are not obligations of Regal LT Online LLC.
If you have an older gift card:
- Keep the original card and purchase receipt if available.
- Determine when the card was purchased or issued.
- Do not provide the full gift-card number in a public review.
- Contact the prior issuer or other applicable claims process if directed to do so.
Current Lord & Taylor digital gift cards are a separate program operated through the present website.
Lord & Taylor Return Policy
Lord & Taylor currently uses a short return period for eligible online merchandise.
Two current official Lord & Taylor pages use different wording for the deadline: the FAQ says eligible returns must be made within 14 days of delivery, while the Shipping & Returns page says within 14 days from purchase.
Because of this inconsistency, start a return as soon as possible and contact customer service if there is any question about the deadline.
Returned items generally must be:
- Unworn
- Unwashed
- Undamaged
- In original condition and packaging
- Returned with original tags attached
Final Sale merchandise cannot be returned. Intimate apparel is also listed as final sale. Opened or used beauty and personal-care merchandise and customized or personalized items have additional restrictions.
Fine jewelry and watches must generally be returned with their original packaging, certificates and documentation and cannot have been worn, resized or altered.
Lord & Taylor Return Fees
Lord & Taylor currently lists a $24 return-label fee when its prepaid return label is used.
For merchandise originally shipped from outside the United States, the company says an additional 12% International Return Processing Fee may also be deducted from the refund.
Customs duties and import fees may also be nonrefundable when applicable.
Original shipping and handling charges are generally not refunded.
Because some products come from different vendors and facilities, customers returning several items may receive multiple return labels. Follow the label assigned to each item rather than combining merchandise into one package unless Lord & Taylor specifically instructs you to do so.
Lord & Taylor Refund Timing
Lord & Taylor says refunds are typically processed within approximately 10 to 14 business days after the returned merchandise reaches the return facility and is inspected.
Keep the carrier receipt and return tracking number. The company notes that customers may not receive a separate notification when a return first arrives at the facility.
If more than 14 business days have passed since tracking shows delivery and you have not received a refund update, contact cs@lordandtaylor.com with:
- Your order number
- Return tracking number
- Delivery date to the return facility
- Items returned
- Expected refund amount
Your bank or payment provider may require additional time to post an approved refund.
Changing or Cancelling a Lord & Taylor Order
Lord & Taylor begins processing orders quickly and uses multiple fulfillment partners.
If you need to cancel an order, contact customer service as soon as possible at 1-833-307-0177 or cs@lordandtaylor.com.
Current company guidance indicates that cancellation may be possible during the first 24 hours, but once an order has entered processing or shipped, cancellation may no longer be available.
Do not assume that sending an email automatically stops fulfillment. Ask for confirmation that the cancellation was accepted.
If an order cannot be stopped, you may need to wait for delivery and use the return procedure if the merchandise qualifies.
Lord & Taylor Shipping and Missing Packages
Lord & Taylor works with multiple vendors, so one order can arrive in several shipments with separate tracking numbers.
If only part of an order arrives, check:
- Your Order History
- All shipment-confirmation emails
- Each tracking number connected to the order
Lord & Taylor’s current shipping information says customers should contact the company within 30 days of dispatch if an order has not arrived. After that period, the company says it cannot guarantee a refund.
For a package marked delivered but missing, allow for any carrier update period stated by Lord & Taylor, check around the delivery location and with household members or building staff, then contact customer service.
Damaged, Wrong or Missing Merchandise
If merchandise arrives damaged, defective, incorrect or incomplete:
- Photograph the merchandise before using or returning it.
- Photograph the shipping box and label.
- Keep original packaging, tags and accessories.
- Check whether other items are arriving in separate shipments.
- Contact Lord & Taylor customer service with the order number and photographs.
- Follow the return instructions assigned to that specific item.
For designer merchandise, jewelry, watches or other high-value products, document the item’s condition carefully before shipping it back.
Lord & Taylor Exchanges
Lord & Taylor currently allows exchanges only for the same product in another available size or color.
An exchange cannot generally be used to switch to a completely different product, style or brand.
Start an eligible exchange through the Lord & Taylor return center. If the requested variation is unavailable, the transaction may instead need to be handled as a return under the current return policy.
Lord & Taylor Credit Card Questions
The current Lord & Taylor website does not accept the former Lord & Taylor credit card issued under previous ownership.
If your question concerns an older Lord & Taylor credit-card account, use the contact information provided by the financial institution on the card, statement or account correspondence.
Current Lord & Taylor shopping customer service may not have access to legacy credit-card records.
Never post a credit-card number, account number, security code or bank information in a public review.
How to Escalate a Lord & Taylor Complaint
- Start with customer service at 1-833-307-0177, email or official chat.
- Provide the current order number and account email privately.
- Explain the problem in a short timeline.
- For merchandise problems, provide photographs when appropriate.
- For a return or refund dispute, provide the return authorization and tracking number.
- Ask for written confirmation of the next step.
- Keep all email, chat, tracking and refund records until the issue is resolved.
If the transaction predates October 2024, tell the representative at the beginning of the conversation because the current business says it cannot access those older orders.
Lord & Taylor Reviews and Complaints
CustomerServiceNumbers.com currently displays a Lord & Taylor rating of 0 out of 5 stars based on 0 reviews.
There are currently no customer reviews on this page, so there is not enough CustomerServiceNumbers.com feedback to identify reliable positive or negative customer-service trends.
What to Include in a Lord & Taylor Review
Helpful reviews can describe:
- Online ordering experience
- Shipping or split shipments
- Missing, damaged or incorrect merchandise
- Returns and return fees
- Refund timing
- Order cancellation
- Gift-card problems
- Whether the issue involved the current or former Lord & Taylor business
- Customer-service response time
- Whether the promised resolution occurred
Privacy Warning for Lord & Taylor Reviews
Do not publish your order number, tracking number, gift-card code, home address, telephone number, email address, payment information, account password or other sensitive information in a public review.
Crop shipping labels, invoices and account screenshots before sharing photographs publicly.
Provide identifying transaction information privately through official Lord & Taylor support channels.
Related Department Store Customer Service Pages
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- Nordstrom Customer Service
- Neiman Marcus Customer Service
- Bloomingdale’s Customer Service
- Saks Fifth Avenue Customer Service
Lord & Taylor Corporate Office Information
For current ownership, licensing and corporate contact information, see the Lord & Taylor Corporate Office Headquarters page.
Routine online orders, returns, refunds and shipping problems should still begin with Lord & Taylor’s current customer-service team rather than an old department-store address.
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Customer Service Information Disclaimer
CustomerServiceNumbers.com is an independent consumer-information website and is not affiliated with Lord & Taylor, Regal LT Online LLC, Regal Brands Global or any previous Lord & Taylor owner. Lord & Taylor does not provide customer support through this website.
Lord & Taylor has changed ownership and operating models over time. Phone numbers, support hours, shipping terms, return deadlines, fees, gift-card policies and other procedures can change. Contact the current Lord & Taylor customer-service team or review LordandTaylor.com for decisions concerning a specific current order.