FAQs
TOP QUESTIONS

WHAT IS THE LOBBY?

The Lobby is a new type of retailer that bridges the gap between online and in store shopping. We introduce you to new brands and products every week and let you try-on items before you buy – so you can discover and try without the risk and hassle of traditional ecommerce shopping.

HOW DOES THE FREE TRY-ON WORK?

Our 14-day free try-on period allows you to try-on items before you buy. When you check out on our site, we’ll take your credit card information, but we will only charge your card once you decide what you want to keep and/or return.

We will automatically charge you for any items that have not been returned 14 days after the package was delivered; however, if you change your mind you’ll still be able to return unwanted items (including tags and in original condition) for 60 days for a full refund.

WHEN WILL I BE CHARGED?

We designed our service so you only have to pay for what you love. Accordingly, we charge you for the items you’ve decided to keep once you fill out our keep/return form. If you don’t like filling out return forms, we’ll automatically charge your card for any items that have not been returned 14 days after the package was delivered.

HOW DO I TELL YOU WHAT I’M KEEPING AND WHAT I’M RETURNING?

To make returns as simple as possible, we offer you two ways to communicate what items you would like to keep/return. You can either fill out our quick keep/return form or simply place all of your unwanted items in your return package, and we'll take care of the rest! Once your return is received and processed, we will charge you for the items not included in your return.

ARE THERE ANY FEES ASSOCIATED WITH THE TRY-ON, RETURNS, ETC.?

No! Our service is completely free and we don’t currently have any membership/subscription fees, return fees, restocking fees, etc..

ORDERS

HOW DO I TRACK MY ORDER?

Once your order is shipped, our Customer Care Team will send you a shipment confirmation email with an attached tracking number.

TRY-ON

HOW DOES THE FREE TRY-ON WORK?

Our 14-day free try-on period allows you to try-on items before you buy. When you check out on our site, we’ll take your credit card information, but we will only charge your card once you decide what you want to keep and/or return.

We will automatically charge you for any items that have not been returned 14 days after the package was delivered; however, if you change your mind you’ll still be able to return unwanted items (including tags and in original condition) for 60 days for a full refund.

HOW LONG IS THE FREE TRY-ON PERIOD?

Once your package has arrived, you have 14 days to decide what you want to keep and return. We’ll automatically charge your card for any items that have not been returned 14 days after the package was delivered; however, if you change your mind you’ll still be able to return unwanted items (including tags and in original condition) for 60 days for a full refund.

CAN I WEAR THE CLOTHES AND SEND THEM BACK?

We encourage you to try everything on in the comfort of your home — mix and match with your existing wardrobe to get a good sense of how your selected items support your style. However, please be sure to only wear your try-on items out if you intend to purchase them.0

We only accept returns of unworn, unwashed products in their original, salable condition with all tags still intact. Items returned in non-original condition are subject to a restocking fee depending on the condition of the item(s). They also may be returned to you and not refundable if we are unable to restock for future customers.

HOW MANY ITEMS CAN I TRY ON AT ONE TIME?

We encourage you to try on multiple sizes and styles, but we do have a maximum of 5 items per order.

HOW DO I TELL YOU WHAT I’M KEEPING AND WHAT I’M RETURNING?

To make returns as simple as possible, we offer you two ways to communicate what items you would like to keep/return. You can either fill out our quick keep/return form or simply place all of your unwanted items in your return package, and we'll take care of the rest! Once your return is received and processed, we will charge you for the items not included in your return.

WHAT IF I DECIDED TO KEEP SOMETHING AFTER I FILLED OUT MY RETURN FORM?

Had a change of heart after initiating your return? Our Customer Care Team can help you update your purchase. If you decide to keep an item after you have completed our keep/return form, please contact our Customer Care Team to adjust your invoice to include additional items.

PAYMENT

WHAT PAYMENT METHODS ARE ACCEPTED ON THE LOBBY?

We currently accept all major credit cards (VISA, American Express, Mastercard, and Discover). We do not accept prepaid credit cards.

WHEN WILL MY CREDIT CARD INFO BE COLLECTED?

Your credit card information will be collected during the checkout process. We hold your credit card information on file so we can charge you once you’ve decided what you are keeping.

WHY DID I SEE A CHARGE ON MY CREDIT CARD?

Don’t worry, you have not been charged! When you place your order, we will pre-authorize your credit card for the full amount of your order to ensure your payment method is valid. This pre-authorization will immediately be reversed and you will only be charged for items that you keep after 14 days.

HOW DO I PAY ONCE I'VE DECIDED WHAT TO KEEP?

To make the payment process as easy as possible, we provide you with two options to pay for what you love. You can either fill out our keep/return form or ship your unwanted items to our returns center. Once we receive and process your return, we will charge you for your kept items.

Please note: We will automatically charge your card for any items that have not been returned 14 days after the package was delivered.

WHEN WILL I BE CHARGED?

We designed our service so you only have to pay for what you love. Accordingly, we charge you for the items you’ve decided to keep once you fill out our keep/return form. If you don’t like filling out return forms, we’ll automatically charge your card for any items that have not been returned 14 days after the package was delivered.

If your credit card info (number or billing address) changes at any time, please let our Customer Care Team know right away. We’ll work with you to update your information to ensure a successful charge.

If you keep your items and your card fails, you are subject to a late fee of upto 25% so don’t delay in letting our team know if anything changes!

ARE THERE ANY FEES ASSOCIATED WITH THE TRY-ON, RETURNS, ETC.?

No! Our service is completely free and we don’t currently have any membership/subscription fees, return fees, restocking fees, etc..

RETURNS

HOW DO I RETURN ITEMS I DON’T WANT TO KEEP?

Easily return your unwanted items using our reusable packaging and free return label. Drop off your return package at your nearest USPS location. If you want to give us a heads up, you are welcome to fill out our optional keep/return form.

HOW LONG DO I HAVE TO RETURN MY ITEMS?

We know the little things in life are hard. That’s why we offer a 60-day return policy for unused, unworn, unwashed, and undamaged products.

If you want to avoid being charged for unwanted items in the first place, make sure to send your return back to our warehouse by the end of the 14-day try-on period.

CAN I RETURN THE ITEMS IN TWO PARTS?

We know the little things in life are hard. That’s why we offer a 60-day return policy for unused, unworn, unwashed, and undamaged products.

CAN I GET AN ADDITIONAL RETURN LABEL?

Lost your free return label or want to return an item after your credit card has been charged? Please reach out to our Customer Care Team to issue you a replacement shipping label free of charge.

AM I ABLE TO EXTEND MY 14-DAY TRY-ON PERIOD?

We understand that 14 days isn’t always enough time to try things on. If you need an extension, please contact our Customer Care Team and we'll do our best to accommodate.

DO I NEED TO HAVE ALL UNWANTED ITEMS RETURNED BY THE END OF THE 14-DAY TRY-ON PERIOD?

If you want to avoid being charged for unwanted items, make sure to send your return back to our warehouse at the end of the 14-day try-on period.

We will automatically charge you for any items that have not been returned 14 days after the package was delivered; however, if you change your mind you’ll still be able to return unwanted items (with tags and in original condition) for 60 days for a full refund.

DO I NEED TO HAVE ALL UNWANTED ITEMS RETURNED BY THE END OF THE 14-DAY TRY-ON PERIOD?

If you want to avoid being charged for unwanted items, make sure to send your return back to our warehouse at the end of the 14-day try-on period.

AM I STILL ABLE TO RETURN ITEMS AFTER I’VE PAID FOR THEM?

Buyer’s remorse happens to the best of us. We accept returns of unused, unworn, unwashed, and undamaged products within 60 days from when you receive your order. Please be sure to return all items with their tags and original packaging still intact.

PARTNERSHIPS

HOW DOES MY BRAND PARTNER WITH THE LOBBY?

We are always on the lookout for up and coming brands, especially female-founded, minority-owned and those focused on making fashion more sustainable. We invite you to complete the following form and let us know if you’re interested in working with us!

HOW DO I BECOME A REVIEWER/AMBASSADOR FOR THE LOBBY?

Apply to become a reviewer! Complete the following form and let us know if you're interested in working with us!

COVID-19

COVID-19 PRECAUTIONARY MEASURES

Our fulfillment team is prepared to keep you safe. We follow CDC guidelines in our fulfillment center while handling, packaging and restocking items. This includes use of masks, gloves, frequent hand cleaning and social distancing protocols. All returned items are carefully inspected to ensure cleanliness. Fresh linings are applied to intimate apparel and bathing suits and all jewelry is sanitized.

It is also important to note that the CDC feels, “Coronaviruses are thought to be spread most often by respiratory droplets. Although the virus can survive for a short period on some surfaces, it is unlikely to be spread from domestic or international mail, products or packaging.” - https://www.cdc.gov/coronavirus/2019-ncov/faq.html

For extra caution, our team additionally waits 24 hours to open returns before processing and cleaning them. Due to this procedure, you may see a slight delay in your returns being processed. We have allowed for a small grace period to prevent charging during this time, however you may receive a reminder email. If you’ve already returned your item(s), just disregard and we’ll check in your items within 24 hours of receipt.