FREQUENTLY ASKED QUESTIONS

We’ve gathered our most common questions below so you can find what you need quickly.

WHEN WILL MY ORDER SHIP?

In-stock orders typically require 3–5 business days for processing before shipment.

Business days do not include weekends or holidays.

Once your order ships, you’ll automatically receive an email with tracking information. Tracking may take up to one business day to begin updating after a label is created.

Please note that processing time and carrier transit time are separate.

I NEED MY ORDER FOR A VACATION, WEDDING OR EVENT. CAN YOU EXPEDITE IT?

We completely understand wanting your order for a special date; however, Lithologie Co. does not currently offer expedited or guaranteed-date shipping.

Orders are processed as quickly as possible through our normal fulfillment queue. We cannot guarantee delivery by a vacation, wedding, birthday, event or other specific date.

If you are shopping for an upcoming event, we strongly recommend allowing additional time before ordering.

Submitting additional emails, chats or social-media messages does not expedite an order.

CAN YOU SHIP MY ORDER TODAY?

We cannot guarantee same-day or next-day fulfillment.

Orders are processed as quickly as possible in our normal fulfillment queue. Some orders, particularly larger orders or orders containing multiple items, may require additional handling.

You will automatically receive tracking as soon as your order ships.

MY ORDER STILL SAYS “UNFULFILLED.” IS SOMETHING WRONG?

Not necessarily.

“Unfulfilled” simply means your order has not yet been marked as shipped. If your order is still within our normal processing window, no action is needed.

Once it ships, tracking will automatically be emailed to you.

CAN I CANCEL OR CHANGE MY ORDER?

Because orders move into processing quickly, changes and cancellations cannot be guaranteed once an order has been placed.

If you contact us before fulfillment begins, we will do our best to help; however, submitting a cancellation request does not mean the order has been successfully canceled.

Please double-check your items, sizes and shipping information before completing checkout.

CAN I CHANGE MY SHIPPING ADDRESS?

Please contact Customer Care as soon as possible.

Address changes cannot be guaranteed once an order has entered processing or has been shipped.

Customers are responsible for entering complete and accurate shipping information at checkout.

DO YOU OFFER REFUNDS?

Lithologie Co. does not offer refunds to the original form of payment for standard returns.

Eligible returns are processed for store credit only.

By placing an order with Lithologie Co., you agree to our return policy.

I RETURNED MY ORDER. WHERE IS MY REFUND?

If you made an eligible standard return, you will not receive a refund to your credit card, debit card or other original payment method.

Approved returns are issued as Lithologie Co. store credit.

Once your return has been received and processed, your store credit will be issued through Shopify using the email/customer account associated with your order.

I SPENT A LARGE AMOUNT. CAN I RECEIVE A REFUND INSTEAD OF STORE CREDIT?

No. Our return policy applies regardless of order value.

Whether an order is $50 or $500+, eligible standard returns are processed according to the same store-credit-only return policy.

DOES MY STORE CREDIT EXPIRE?

No. Lithologie Co. store credit does not expire.

Please use the same email/customer account associated with your original order when accessing your credit.

I DON'T SEE MY STORE CREDIT. WHAT SHOULD I DO?

First, confirm that:

Your return has been delivered back to Lithologie Co.

Your return has been processed.

You are using the same email address/customer account associated with your original order.

If all three apply and you still cannot access your store credit, Customer Care can verify it for you.

WHAT IS YOUR RETURN WINDOW?

Eligible merchandise may be returned within 30 days of delivery.

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

Items marked FINAL SALE, LAST CHANCE, sale merchandise and other designated non-returnable categories are not eligible for return.

HOW DO I MAKE A RETURN?

Eligible U.S. orders include a return form and prepaid return label inside the package.

Simply:

1. Complete the return form.
2. Place it inside your package.
3. Attach the provided return label.
4. Drop the package off with the carrier shown on the label.
5. There is no need to email Customer Care before sending an eligible standard return.

Please retain your carrier receipt and tracking information until your return has been processed.

I LOST MY RETURN LABEL OR RETURN FORM.

No problem.

Please use our Returns page to access the return information you need. If you are unable to do so, Customer Care can assist.

Please do not create or mail a return using a different address without first confirming the correct return instructions.

CAN I EXCHANGE SOMETHING?

Yes. Eligible items may be exchanged for a different size of the exact same item only.

We do not exchange one style for another.

Only one exchange is permitted per item.

If your requested size is no longer available when your exchange is processed, store credit will be issued instead.

HOW LONG DO EXCHANGES TAKE?

Please allow approximately 7–14 business days after your return reaches us for an exchange to be processed and shipped.

Exchange availability cannot be guaranteed unless your size has been successfully reserved.

Once your exchange ships, you will automatically receive tracking.

CAN YOU SEND MY EXCHANGE BEFORE YOU RECEIVE MY RETURN?

Exchanges are processed according to our exchange procedure and cannot be treated as expedited replacement orders because of an upcoming event or travel date.

If you need an item immediately and availability is important, placing a new order may be the fastest option.

MY ITEM IS A PREORDER OR BACKORDER. WHEN WILL IT SHIP?

Preorder, backorder and incoming-stock dates are estimates, not guaranteed delivery dates.

Production, vendor and inbound-carrier delays can occasionally change an estimated arrival window.

Items will ship as quickly as possible once inventory reaches our warehouse.

If your order contains both available and incoming merchandise, items may ship separately.

MY TRACKING SAYS DELIVERED, BUT I DON'T HAVE MY PACKAGE.

First, please:

Check around your delivery location.

Check with household members, neighbors, front desk or mailroom.

Allow a short amount of time in case the carrier marked the package delivered before final placement.

Contact the carrier directly using your tracking number.

Once a package has been transferred to the shipping carrier, delivery scans and final placement are handled by the carrier.

If you still cannot locate your package after checking with the carrier, please contact Customer Care with your order number and tracking number.

I RECEIVED A DAMAGED OR INCORRECT ITEM.

We're happy to review genuine fulfillment or quality issues.

Please contact Customer Care promptly and include:

1. Your order number
2. The name of the affected item
3. Clear photos showing the issue
4. A photo of the item you received if the wrong item was sent

AN ITEM IS MISSING FROM MY ORDER.

First, check your shipment confirmation because larger orders, preorders and certain orders may ship in more than one package.

If all shipments show delivered and an item is still missing, contact Customer Care with your order number and the name of the missing item.

I FILED A PAYMENT DISPUTE OR CHARGEBACK. CAN CUSTOMER CARE ALSO PROCESS MY ORDER OR REFUND?

Once a payment dispute is opened with your financial institution, the transaction enters a separate bank/card-network review process.

While an active dispute is being handled, Lithologie Co. may be unable to separately process funds related to the disputed transaction.

We respond to payment disputes using the order, fulfillment, return and policy documentation associated with the transaction.

CAN YOU MAKE AN EXCEPTION TO THE RETURN POLICY?

To keep our policies fair and consistent for all customers, we follow the return terms published at the time of purchase.

Customer Care cannot convert a standard store-credit return into a refund to the original payment method simply because store credit is no longer preferred.

DO YOU OFFER PRICE ADJUSTMENTS?

No. We do not offer price adjustments on previous purchases.

Promotions and pricing may change throughout the season.

WHY HASN'T CUSTOMER CARE ANSWERED ME YET?

Customer Care messages are answered during business hours.

Please allow 1–2 business days for a response.

Sending the same request through email, chat, Instagram, TikTok or multiple messages does not move the request ahead in the queue and may create duplicate conversations.

For the quickest service, please send one message through one support channel and include your order number.

HOW DO I CONTACT CUSTOMER CARE?

Email: customercare@lithologieco.com

MY DISCOUNT CODE DIDN’T APPLY. CAN YOU ADD IT AFTER I ORDER?

Promotional codes must be entered and successfully applied before checkout is completed.

Discounts cannot be guaranteed or retroactively applied after an order has been submitted.

Please review your order total before completing checkout to confirm that your promotion has been applied.

WHEN WILL A SOLD-OUT ITEM BE RESTOCKED?

We’re unable to guarantee that sold-out styles or sizes will be restocked.

When additional inventory is confirmed, availability will be updated on the product page. If a restock notification option is available, we recommend signing up there.

Customer Care generally does not have additional restock information beyond what is shown on the website.

I DIDN’T RECEIVE MY ORDER CONFIRMATION. DID MY ORDER GO THROUGH?

Please first check your spam, junk and promotions folders and confirm that you entered the correct email address at checkout.

If you were charged and still cannot locate your confirmation, contact Customer Care with your full name and the email address you may have used so we can locate the order.

Entering an incorrect email address may prevent you from receiving order, shipping and store-credit notifications.

I ENTERED THE WRONG EMAIL ADDRESS. CAN YOU CHANGE IT?

Please contact Customer Care as soon as possible with your order number and correct email address.

We’ll update the order when possible.

Please note that changing the contact email does not alter an order that has already entered fulfillment.

HOW DO I USE MY STORE CREDIT?

Store credit is connected to the customer account and email address associated with your return.

At checkout, sign in using the same email address associated with your store credit. When eligible store credit is available, you will see the option to apply it in the payment section.

If your credit was originally issued as an e-gift card or code, enter that code in the gift card or discount field at checkout.

If you believe you have store credit but do not see it after signing in with the correct email address, contact Customer Care and include the email address associated with your original order.

ONLY PART OF MY ORDER SHIPPED. WHERE ARE THE OTHER ITEMS?

Orders containing multiple items may ship in separate packages, especially when they include incoming, preorder or separately fulfilled merchandise.

Please review your shipping confirmation carefully to see which items were included in each shipment.

Additional tracking will be emailed automatically when the remaining items ship.

A partial shipment does not necessarily mean an item is missing.

IS ORIGINAL SHIPPING REFUNDED ON A RETURN?

Original shipping charges are nonrefundable.

Store credit is issued for eligible returned merchandise only unless otherwise required by law or specifically approved due to a Lithologie Co. fulfillment error.

MY QUESTION IS ANSWERED ABOVE, BUT I STILL WANT TO CONTACT CUSTOMER CARE.

If the information above answers your question, no additional action is required.

If your order has a specific issue not covered here, please contact Customer Care once with your order number and all relevant details.

Multiple messages sent through email, chat or social media will not expedite an order or request and may delay response times.