FAQ

• Orders are processed and prepared for shipment within 1–3 business days, excluding holidays. During high-volume periods, processing times may be extended.

• Standard monogram turnaround is 2–3 weeks. 
• A Rush Monogram Service is available for $15 per item, which expedites shipping to within 5 business days. 
• During holidays and high volume periods, rush services may be temporarily unavailable. Please see our Monogram Information Page for more details. 

We currently ship within the United States only. International shipping is not available at this time.

Yes, we offer free standard ground shipping on orders of $200 or more within the contiguous United States.

You'll receive a shipping confirmation email with tracking details as soon as your order has been shipped.

Local pickup is available at:

3610 West Vickery Blvd, Fort Worth, TX 76107

Pickup hours: Wednesday-Friday, 10AM - 3PM

If your order has not yet been processed, contact us immediately and we’ll update the shipping address for you. Once an order has shipped, we’re unable to make changes.

If your package is lost, stolen, or damaged, contact us as soon as possible. Customers who purchased Checkout+ should submit a claim through the loop portal in their order confirmation.

We accept returns and exchanges on full-price items for a refund and on eligible sale items for store credit. Returns must be initiated within 14 days of delivery.

Yes, sale items that are not marked as final sale are eligible for store credit only.

You must initiate your return within 30 days of delivery. Once started, items must be mailed back within 7 days.

The following are final sale and cannot be returned: items ending in .95, personalized items, and gift cards.

Customers who purchased Free Returns and Package Protection (Checkout+) at checkout qualify for free returns. For others, there is an $8 return shipping and processing fee applied to eligible returns and exchanges.

Items must be unworn, unwashed, in original condition, and with all original tags attached.

Yes, we offer exchanges for eligible items, subject to product availability.

Yes, gifts follow the same return rules. Please visit the Return Portal

Once your return is received and inspected, your refund (for full-price items) or store credit (for eligible sale items) will be processed. Processing times may vary slightly depending on your payment method.

Store credit is issued electronically after your return has been processed.

Purchases on eligible items made between November 1 and December 15th may be returned or exchanged through January 15th. Orders placed after December 15th follow the standard return policy.

Yes. Due to the natural characteristics of Pima Cotton, some shrinkage is normal after washing and drying.

In order to ensure the softest and longest life for your Lila and Hayes pieces, please follow our care instructions.

-Machine wash with like colors
-Delicate cycle in cold water
-Tumble dry low
-No fabric softeners
-Do not dry clean
-Do not iron

To maintain the quality and fit of your garments, lay them flat to dry.

Following the recommended care, cold water, delicate cycle, and air drying helps preserve the natural softness of Pima Cotton. Avoid harsh detergents or high heat drying.

Monogrammed items should be washed cared for the same way as all Pima Cotton pieces. This gentle care helps protect both the fabric and stitching.

• Yes. Rush options are available for an additional fee per item. If you need your order by a specific date, please contact us before placing your order so we can confirm availability.

Because monogramming begins quickly, changes or cancellations may not be possible once your order is submitted. If you need to request a change, reach immediately to customer service and we'll do our best to help.

The majority of our products can be monogrammed. For guidance on common placements, please refer to our Monogram Placement Guide. If you prefer a custom location, you may leave a note during checkout, and our team will contact you if clarification is needed.

No. Monogrammed and personalized items are final sale and cannot be returned or exchanged.

Yes, we offer gift cards. They are final sale and cannot be returned.

Gifts can be returned as long as they meet our standard return requirements. Eligible items will receive store credit. Please note that monogrammed items, and gift cards are final sale and and cannot be returned or exchanged.