HELP & FAQs
Welcome to 39&Lo Customer Care.
We’re here to make your shopping experience as seamless as possible. Below you’ll find answers to some of our most frequently asked questions.
Can’t find what you’re looking for? Visit our Contact Us page, and we’ll be happy to assist.
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ORDERS & PAYMENTS
How do I know my order was received?
Once your purchase is completed, you’ll receive an order confirmation email containing your order details. Please check your spam or junk folder if you don’t see it.
Can I change or cancel my order?
Because many of our pieces are made to order, production may begin shortly after your purchase.
If you need to make a change or request a cancellation, please contact us as soon as possible. Once production has begun, modifications or cancellations may not be possible.
Can I change my shipping address?
If your order hasn’t shipped, we may be able to update your shipping information. Please contact us immediately with your order number and correct address.
Once an order has shipped, address changes cannot be guaranteed.
What payment methods do you accept?
Available payment methods are displayed at checkout. All transactions are processed through our secure payment providers.
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SHIPPING & DELIVERY
How long will my order take to arrive?
Delivery times vary depending on the product and fulfillment location.
For U.S.-fulfilled merchandise, estimated processing and delivery times are:
Production: 1–3 business days
Shipping: 4–8 business days
Estimated Total: 7–12 business days
Internationally fulfilled items may require additional processing and transit time.
Please refer to our Shipping & Delivery page for additional details.
Will I receive tracking information?
Yes! Once your order ships, you’ll receive a shipping confirmation email with tracking information when available.
Why did only part of my order arrive?
Some 39&Lo pieces are produced and shipped from different fulfillment locations.
If your order contains multiple items, they may arrive in separate packages and on different dates.
Do you offer free shipping?
Complimentary shipping is available on qualifying orders of $150 or more, subject to any applicable shipping restrictions.
Shipping charges for other orders are calculated at checkout.
Do you ship internationally?
International shipping availability varies by product and destination. Available shipping options and charges will be displayed during checkout.
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SIZING & PRODUCT INFORMATION
How do I choose the right size?
We recommend reviewing the sizing information provided with each product before ordering.
Because styles and fits may vary, please refer to the individual product details rather than assuming every item fits the same.
Are your pieces made to order?
Many of our designs are produced specifically for your order.
This allows us to offer thoughtfully designed collections without maintaining large quantities of traditional inventory.
Will the colors look exactly like the photographs?
We make every effort to represent our products accurately.
However, slight variations in color may occur due to screen settings, lighting, and individual garment characteristics.
Some vintage-wash and mineral-wash pieces may also feature natural variations that contribute to their unique appearance.
How should I care for my clothing?
Always follow the care instructions provided with your garment.
For printed apparel, washing inside out with cold water and using a gentle cycle may help preserve the design.
Avoid ironing directly over printed artwork.
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RETURNS & EXCHANGES
What is your return policy?
We accept return requests for eligible merchandise within 14 days of delivery.
Approved standard returns are issued as store credit rather than refunds to the original payment method.
Items must be unworn, unwashed, and in their original condition.
Please review our Returns & Exchanges policy for complete details.
Can I exchange an item for a different size?
Yes! Eligible merchandise may be exchanged for another size or color, subject to availability.
Exchange requests must be submitted within 14 days of delivery.
Customers are responsible for standard return shipping costs.
What if my order arrives damaged or incorrect?
Please contact us within 7 days of delivery with your order number, a description of the issue, and photographs of the item.
We’ll review the situation and work toward an appropriate resolution, which may include a replacement or refund.
How do I start a return or exchange?
Visit our Contact Us page and submit your request along with your order number.
Please wait for return authorization and instructions before sending merchandise back.
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ABOUT 39&LO
What is 39&Lo?
39&Lo is an independent apparel brand inspired by love, loss, resilience, individuality, and connection.
Our collections combine contemporary casual style with meaningful designs, creating pieces that offer more than just something to wear.
Are your designs exclusive to 39&Lo?
Our original artwork and creative concepts are developed for the 39&Lo brand, drawing inspiration from personal experiences, photography, and storytelling.
What is Club 39?
Club 39 is our email community, offering subscribers updates on new collections, upcoming releases, and occasional special offers.
You can join through our website.
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STILL NEED HELP?
We’re happy to assist with questions about orders, sizing, shipping, or product information.
Please visit our Contact Us page and include your order number when contacting us about an existing purchase.
Thank you for supporting 39&Lo and independent design.
39&Lo
Thoughtfully designed. Meaningfully worn.
A few things to check before publishing
I’ve intentionally kept the answers consistent with your existing policies. However, there are three details to confirm:
International shipping: Since some products are fulfilled internationally, make sure your Shipping & Delivery page explains their estimated delivery times.
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Links: Once you paste this into Squarespace, highlight references such as Returns & Exchanges, Shipping & Delivery, and Contact Us, and link them to their respective pages.