FAQ
FREQUENTLY ASKED QUESTIONS
Need help with an order, sizing, shipping, or an upcoming drop? Find answers to our most frequently asked questions below.
ORDERS
How do I know my order was received?
After successfully placing your order, you’ll receive an order confirmation at the email address provided during checkout.
Please review your confirmation carefully to make sure your items, size, color, quantity, and shipping information are correct.
If you don’t see your confirmation email, check your spam or junk folder.
Can I change or cancel my order?
Orders may begin processing shortly after purchase.
If you notice an error, contact us immediately. We’ll make reasonable efforts to assist before fulfillment begins; however, changes and cancellations are not guaranteed.
Once an order has entered processing, fulfillment, or has shipped, it generally cannot be canceled except where required by applicable law.
Can I change my shipping address?
Contact us as soon as possible if you notice an incorrect shipping address.
We will make reasonable efforts to update your information before fulfillment begins, but address changes cannot be guaranteed once an order enters processing.
Customers are responsible for providing a complete and accurate shipping address at checkout.
SHIPPING & FULFILLMENT
How long does processing take?
In-stock merchandise fulfilled directly by LyonHart is typically processed within 1–3 business days.
Business days do not include weekends or holidays.
New drops, limited releases, holidays, and periods of high order volume may require additional processing time.
Third-party fulfilled products and preorders may have different processing timelines.
Does every product ship directly from LyonHart?
No.
Some products are fulfilled directly by LyonHart, while select products may be fulfilled by trusted third-party partners located in the United States or overseas.
The applicable product page may provide additional fulfillment and delivery information.
Why is my order arriving in separate packages?
Products in the same order may be fulfilled from different locations.
If your order contains LyonHart-fulfilled merchandise and third-party fulfilled merchandise, your items may ship separately and arrive on different dates.
Separate tracking information may be provided when available.
Receiving one package does not necessarily mean the rest of your order is missing.
How long will a third-party fulfilled product take to arrive?
Delivery times vary depending on the product, fulfillment location, destination, carrier, customs processing, and other factors.
Please review the estimated processing and delivery information provided for the specific product before purchasing.
Products fulfilled from overseas locations may require additional delivery time.
Do overseas-fulfilled products mean I’ll have to pay customs fees?
Not necessarily.
For products shipped from an overseas supplier to a U.S. customer, applicable duties and import charges depend on the shipping arrangement used for that product.
For international customer orders, customs duties, import taxes, or government fees may apply unless otherwise stated at checkout.
Please review our Shipping & Delivery Policy for complete information.
Do you offer free shipping?
Eligible U.S. orders of $100 or more qualify for free shipping unless otherwise stated during a promotion, on the product page, or at checkout.
How do I track my order?
Once tracking becomes available, you’ll receive tracking information using the contact information associated with your order.
Please allow time for the carrier to scan your package and activate tracking.
International shipments may occasionally have longer periods between tracking updates while moving between countries or carriers.
You can also visit our Track Order page.
What if my tracking says delivered but I don’t have my package?
First:
- Check around your property and secure delivery areas.
- Ask household members, neighbors, front desk staff, or building management.
- Allow a short period in case the carrier marked the package delivered shortly before final delivery.
- Contact the carrier using your tracking number.
- If applicable, follow the claim process for your package-protection coverage.
LyonHart can provide available order and tracking information to assist with an investigation.
What is Route Package Protection?
Route Package Protection may be available at checkout to provide additional protection against eligible shipping issues.
Coverage, eligibility, claims, and resolutions are subject to Route’s applicable terms and conditions.
FINAL SALE POLICY
Do you accept returns or exchanges?
No. All sales are final.
LyonHart does not accept standard returns, refunds, or exchanges for change of mind, incorrect size selection, unwanted merchandise, or other buyer-preference reasons, except where required by applicable law.
Please carefully review product information and sizing before purchasing.
Can I exchange an item if I ordered the wrong size?
No.
Ordering an incorrect size does not qualify an item for a return or exchange.
Because fit can vary between products, please review the size chart and fit information for the specific item before ordering.
If you’re unsure about sizing, contact us before completing your purchase.
What if my item arrives damaged, defective, or incorrect?
Contact LyonHart within 7 days of delivery if your merchandise arrives damaged or defective or you receive an item different from what you ordered.
Please provide:
- Your full name
- Order number
- Description of the issue
- Clear photographs of the merchandise
- Photographs of the packaging when relevant
- Proof of purchase
Do not wear, wash, alter, remove applicable tags from, or attempt to repair the merchandise before contacting us.
We’ll review the claim and provide the appropriate next steps.
Does the Final Sale Policy apply to third-party fulfilled products?
Yes.
The Final Sale Policy applies to both LyonHart-fulfilled and third-party fulfilled merchandise.
However, final sale does not prevent you from reporting merchandise that arrives damaged, defective, or incorrect, and it does not limit rights or remedies that cannot legally be excluded.
SIZING & FIT
Do all LyonHart products fit the same?
No.
Fit may vary depending on the product, fabric, construction, manufacturer, and intended silhouette.
Some LyonHart garments may have a structured, relaxed, boxy, fitted, or oversized silhouette.
Always review the individual product’s size chart and fit description before ordering.
What if I’m between sizes?
Compare your measurements with the size chart provided for the specific product.
If you prefer a closer fit, you may prefer the smaller size; if you prefer additional room, you may prefer the larger size, depending on the garment’s intended fit.
If you’re unsure, contact us before purchasing.
PREORDERS
What is a preorder?
A preorder allows you to secure select LyonHart merchandise before it is ready for immediate shipment.
Products offered as preorders will be identified on the applicable product page.
How long do preorders take?
Unless otherwise stated on the product page, preorder fulfillment is estimated at approximately 3–5 weeks.
This is an estimate rather than a guaranteed delivery date.
Production, quality control, transportation, customs, and other circumstances may affect fulfillment.
Can I cancel a preorder?
Preorders are generally final and non-refundable once placed.
Exceptions may apply if LyonHart cancels the preorder, cannot fulfill it, makes a qualifying material change, or where a refund or other remedy is required by applicable law.
Please review our Preorder Policy before ordering.
What if I order an in-stock item with a preorder?
Items may ship together or separately depending on fulfillment.
If you need an in-stock item by a particular date, we recommend placing it in a separate order from preorder merchandise.
PRODUCTS & CARE
How should I care for my LyonHart clothing?
Always follow the care instructions provided with your garment.
LyonHart pieces may feature different fabrics, embroidery, screen printing, appliqué, hardware, distressing, specialty washes, or other finishes that require specific care.
Avoid unnecessary heat, harsh washing, or other treatment that could damage specialty details.
Why does my distressed or washed garment look slightly different from the photos?
Products featuring intentional distressing, fading, specialty washes, or similar finishes may have slight variations from piece to piece.
These variations can be a natural result of the production process and are part of the garment’s individual character.
Will colors look exactly the same in person?
We make reasonable efforts to represent our products accurately.
However, colors can appear slightly different depending on photography, lighting conditions, display settings, and your device.
DROPS & RESTOCKS
Are LyonHart releases limited?
Many LyonHart releases are intentionally produced in limited quantities.
Once a product or size sells out, a restock is not guaranteed.
Will sold-out products be restocked?
Some products may return, while others may remain exclusive to their original release.
Join the LyonHart Community and follow our official social channels for restock and release announcements.
How can I get early access to new drops?
Join the LyonHart Community through our website for new-release announcements, limited-drop information, and other LyonHart updates.
PAYMENTS
What payment methods do you accept?
Available payment options are displayed securely at checkout and may vary depending on your location and the payment services available through our store.
Is checkout secure?
Payments are processed through secure payment providers available through our online store. LyonHart does not directly store your complete payment-card information.
STILL NEED HELP?
We’re here to help.
Visit our Contact Us page and send us a message.
For an existing order, please include your:
Full Name
Order Number
Email Address Used at Checkout
Providing this information helps us assist you more efficiently.
For questions about sizing, fit, fulfillment, or product details, we encourage you to contact us before purchasing, especially because all sales are final.
LYONHART
Brave enough to begin. Determined enough to finish.