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 use influencer-created video to bring products to life in the closest to “IRL” shopping experience you can get without leaving your house.

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.

PAYMENT

WHAT PAYMENT METHODS ARE ACCEPTED ON THE LOBBY?

We currently accept all major credit cards (VISA, American Express, Mastercard, and Discover).

SHIPPING

HOW MUCH DOES SHIPPING COST? HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

We offer FREE shipping on all orders with UPS ground. Depending on location, your order will take 3-5 business days to get to you. PLEASE NOTE: Carrier shipping times are longer than usual due to extra COVID-19 precautions and extreme weather. We’re not responsible for UPS or USPS shipping delays.

RETURNS

WHEN WILL I RECEIVE MY REFUND?

Refunds are usually processed within 5-7 business days following receipt of your item(s). If you haven't received a refund after 7 days, please contact customercare@fromthelobby.com.

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 return form.

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 LONG DO I HAVE TO RETURN MY ITEMS?

We know the little things in life are hard. That’s why we offer a 30-day return policy for unused, unworn, unwashed, and undamaged products.

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

Had a change of heart after initiating your return? No problem, just keep your item(s) since we only process refunds for items returned to our fulfillment center. No need to let us know!

CAN I GET AN ADDITIONAL RETURN LABEL?

If you decide to return additional items after you’ve used your free pre-paid label you can still return, but shipping is on you. Please ship back your item(s) within the 30-day window to our fulfillment center. Our return address is:

The Lobby
3180 17th Street
San Francisco, CA 94110

PROMOTIONS & SALES

PROMOTION CODES

Promotion codes are non-transferable, non-exchangeable, and there is no cash alternative. Furthermore, they cannot be used in conjunction with any other promotion code or offers, and must be redeemed by the date published, if provided. To redeem an offer, enter the promo code at checkout. Promo codes may only be used once per person and cannot be combined with any other promotion, discount, offer, code, or coupon.

Promo codes may not be used on orders including selected excluded brands. The following brands are excluded: ADAY, Alala, Brandon Blackwood, Chillhouse, For The Ages, Galamaar, Girlfriend Collective (select colors), Gr8dane World, Gron Kulle, Intentionally Blank, Lacausa (select styles), Labucq, Lunya, MATE The Label, Matisse Footwear, Michi, Numi, Petites Reveries, Still Here NYC, Tamara Malas, Thousand Fell, The Series NY, Tidal, Universal Standard.

The Lobby reserves the right at our discretion to revoke, suspend, cancel and/or amend the offer and these T&Cs at any time and without notice.

In the event of a dispute regarding this promotion, the decision of The Lobby is final and no correspondence or discussion shall be entered into.

FIRST PURCHASE 15% OFF

Use promo code HELLO15 to get 15% off your first order, subject to these T&Cs:
  • To redeem this offer, enter the promo code at checkout on your first order from The Lobby.
  • This offer will expire once you have placed your first order with The Lobby.
  • The promo code only applies to first time orders with no minimum spend and may not be used on orders including selected excluded brands. The following brands are excluded: ADAY, Alala, Brandon Blackwood, Chillhouse, For The Ages, Galamaar, Girlfriend Collective (select colors), Gr8dane World, Gron Kulle, Intentionally Blank, Lacausa (select styles), Labucq, Lunya, MATE The Label, Matisse Footwear, Michi, Numi, Petites Reveries, Still Here NYC, Tamara Malas, Thousand Fell, The Series NY, Tidal, Universal Standard.
  • This promo code may only be used once per person and cannot be combined with any other promotion, discount, offer, code, or coupon.
  • This offer is non-transferable, non-exchangeable and no cash alternative is offered.
  • The Lobby reserves the right at our discretion to revoke, suspend, cancel and/or amend the offer and these T&Cs at any time and without notice.
  • In the event of a dispute regarding this promotion, the decision of The Lobby is final and no correspondence or discussion shall be entered into.

FINAL SALE

Products marked as "Final Sale" cannot be returned or exchanged.

SALE PRICE ADJUSTMENT POLICY

We are unable to offer a Sale Price Adjustment on items purchased prior to the commencement date of a sale. We are unable to offer price adjustment on items originally purchased in a sale or on any special promotion items that are temporarily reduced in price. Once an item has been purchased at a discounted sale price, no price adjustment will be offered should the item be further marked-down.

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.