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FAQ's

FREQUENTLY ASKED QUESTIONS

1. HOW DO I MAKE A PURCHASE?
Making a purchase is easy. Wherever you see a product you can shop it: simply select your size and click ‘Add to Cart’. Your chosen item will appear in your shopping cart on the top right of the screen; as you continue to shop or browse the site you can click on the cart to see its contents at any time. When you’re ready to place your order, select Check Out and follow the straightforward prompts to complete our checkout process. If you have any problems, please contact customer service at customer.service@lodgeandcooper.com or (305) 532-3467 — available 9AM to 5PM, Monday thru Friday. 

2. CAN I ORDER BY TELEPHONE?
Yes — call us with details of the item you wish to purchase and your billing information and we will process your order. Customer Service is available at (305) 532-3467 — available 9AM to 5PM, Monday thru Friday. 

3. HOW DO I FIND A SPECIFIC ITEM?
If you know exactly what you are looking for, you can search our online store by a search function in the top right-hand corner, which can be used to look for products using keywords or a web code. Once you have selected your desired category or you can filter the listings by further using the options (designer, price, best-selling) on the left of the page. 

4. HOW DO I KNOW IF AN ITEM IS IN STOCK?
Most items shown are in stock. When you click on a product, you can immediately see its size availability. If an item is marked as 'sold out' but is still on the site, this means the item might be restocked soon. Please inform us of your interest by contacting Customer Service at customer.service@lodgeandcooper.com or (305) 532-3467 — available 9AM to 5PM, Monday thru Friday. Please note that even if a product is in your shopping bag, it isn’t reserved, and will be available to other customers while you are browsing.

5. WHAT PAYMENT METHODS DOES LODGEANDCOOPER.COM ACCEPT?
We accept PayPal, American Express, Visa, MasterCard, JCB, Discover, and Diners Club debit and credit cards.

6. IS IT SAFE TO USE MY CREDIT CARD ONLINE AT LODGEANDCOOPER.COM?
We work hard to ensure your purchase is safe and secure. For your protection, all orders go through a rigorous fraud-checking process.

7. HOW WILL I KNOW IF YOU HAVE RECEIVED MY ORDER?
After you place your order, you will receive an email acknowledging your order has been received. This does not mean that we have confirmed your order: only after your credit-card details have been approved, the delivery address has been verified and the items located will your order be accepted and the items shipped. At this point you will receive a second email from us confirming your order. If any of the items you have ordered are unavailable you will be quickly informed of the out-of-stock pieces and your payment for the items will not be processed.

8. WHEN WILL I RECEIVE MY ORDER?
Average handling time is 1-3 business days. Domestic standard shipping takes approximately 3-7 business days. International standard shipping takes approximately 3-15 business days depending on final destination. If you need your item sooner than that please contact us prior placing an order.

Some of the designers we work with might ship the products directly from their own warehouses which are located across North America, Europe, etc. At the moment we can not guarantee any specific date for delivery. 


9. CAN I COLLECT MY ORDER INSTEAD?
We do not partner with local pick-up or service points. We also do not offer redirections. For further information, please contact Customer Service at customer.service@lodgeandcooper.com or (305) 532-3467 — available 9AM to 5PM, Monday thru Friday. 

10. AM I ABLE TO TRACK MY ORDER?
Yes. When we dispatch your order for delivery you will receive a unique tracking number by email. Once in receipt of this tracking number you can check the current status of your shipment. Alternatively, you can email us at customer.service@lodgeandcooper.com and we will track the order on your behalf. 

11. HOW DO I RETURN AN ITEM?
Returns must be processed within 14 days. For full details on the returns process, see our Returns page.

12. IN WHAT PACKAGING WILL MY GOODS BE DELIVERED?
We are so lucky to be able to curate amazing global independent designer products with all your favorite established luxury brands. While we wish we could add our special touch on every piece we send out, your package might come directly from the designer or from our partner fulfillment centers at either Neiman Marcus or Nordstrom. But don't worry, they are professionals! They will be sending your package and processing your returns, but a Lodge & Cooper team member is always at your assistance if you need anything. 

13. DO I HAVE TO PAY DUTY AND IMPORT CHARGES?
Duty, customs tariffs and VAT are set by the local government and determined based on a combination of the destination of origin or manufacturing of the goods being purchased, and the classification of that merchandise in accordance with a harmonized system adopted and used by the local government. The amount of applicable duty, tariffs and taxes will vary and will be determined and guaranteed by our global shipping provider during your checkout.

14. IS MY PERSONAL INFORMATION KEPT PRIVATE?
Please be assured that we consider all of the information you share with us to be totally private and confidential. At no point will we share, rent or sell your personal information without your consent. For further details, please read the LODGEANDCOOPER.COM terms and conditions statement. In order to register as a user of LODGEANDCOOPER.COM, we ask you to provide us with your name, mailing address and email address. We may use these details to inform you of new goods and services via email. If you do not wish to receive such emails, please send an email to customer.service@lodgeandcooper.com. In order to process credit-card orders online we require additional information including your billing address, shipping address, telephone number, credit-card number and credit-card expiration date. We will only use your billing and credit-card information to process your order and inform you of its delivery. Please note that LODGEANDCOOPER.COM does not keep any of your details on the LODGEANDCOOPER.COM website, and therefore these details are protected from any breach of security on the LODGEANDCOOPER.COM website. Navigational information is used only for internal purposes to enhance the customer-shopping experience and site usability, and will not be shared with any outside parties.

15. HOW DO I CONTACT CUSTOMER CARE?
If you have any questions which are not currently answered on our site, please contact Customer Service at customer.service@lodgeandcooper.com or (305) 532-3467 — available 9AM to 5PM, Monday thru Friday. 

 

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