FAQ
Frequently Asked Questions
Below are the questions we are asked most often. If you cannot find what you need, email us at info@lanevincent.com or call us on +1 (929) 235-1311, and we will reply within 24 hours.
Orders
How do I place an order?
Choose your size and color on the product page, add the item to your cart and complete checkout. You will receive an order confirmation by email straight away. If it does not arrive within a few minutes, check your spam folder or contact us.
Can I change or cancel my order?
Yes, as long as your order has not yet been processed. Email us as soon as possible and we will change or cancel it free of charge. Once an order has been shipped it cannot be cancelled, but you can still return it under our 30-day return policy.
Can I change my delivery address?
Contact us immediately. We can update the address before your order ships. After that, the address is fixed with the carrier.
Shipping and delivery
How much is shipping?
Shipping is free on every order within the United States. There is no minimum order value.
How long will my order take?
Orders are processed within 1 to 3 business days. Delivery then takes a further 8 to 14 business days, so most orders arrive within 9 to 17 business days. Orders placed before 6:00 PM ET start processing the same business day. Full details are in our Shipping Policy.
Where does my order ship from?
Our pieces ship directly from our partner fulfilment centres, which are located internationally. Shipping direct is how we keep prices fair without extra handling markup. Every order still arrives within the processing and delivery window above.
Where do you ship to?
We ship throughout the United States. We do not ship to PO Box addresses or military addresses (APO/FPO/DPO).
How do I track my order?
As soon as your order ships we email you a tracking number and a link. Tracking can take a few business days to start updating — this is normal and does not mean the parcel is lost.
Why did my order arrive in more than one package?
If you order several items they may ship separately and arrive on different days. Each shipment has its own tracking number.
My package is lost or damaged. What do I do?
Email us at info@lanevincent.com right away. We will work with the carrier to investigate and find a solution as quickly as possible.
Returns and refunds
What is your return policy?
You have 30 days from the day you receive your order to request a return. Items must be unworn, unwashed and in the same condition you received them, with tags attached and in their original packaging.
How do I start a return?
Email info@lanevincent.com with your order number. If your return is accepted, we will send you a return shipping label with instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.
Who pays for return shipping?
If your item is defective, damaged or incorrect, return shipping is free. For all other returns, the cost of the return label is deducted from your refund. We do not charge a restocking fee.
When will I get my refund?
Once we have received and inspected your return, we will email you to confirm whether your refund is approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may take a few extra days to post it.
Which items can't be returned?
Personalized items and gift cards.
Do you offer exchanges?
The fastest way to get what you want is to return the item you have and, once the return is accepted, place a separate order for the new item.
My item arrived damaged or incorrect. What do I do?
Contact us right away with your order number and a photo of the item, so we can make it right.
Payment
Which payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay and Shop Pay. See our Payment Policy for details.
Which currency are prices in?
All prices are in U.S. dollars (USD). Any sales tax that applies is calculated and shown at checkout before you pay.
Is it safe to pay on your site?
Yes. Our site uses SSL encryption and our payment providers are PCI compliant. We never see or store your full card number.
When am I charged?
At the moment your order is placed.
Products and sizing
How do I choose my size?
Every product page has its own size chart with measurements in inches and centimeters. Please measure and compare rather than assuming your usual size. If you are between sizes or unsure, email us and we will advise.
Are the colors accurate?
We photograph our pieces as faithfully as we can, but screens vary and a slight difference in shade is possible.
How should I care for my items?
Follow the care label on the garment. As a rule, wash knitwear cold and dry flat to keep its shape.
Discounts
Do you offer multi-buy savings?
Yes, and they apply automatically in your cart — no code needed:
Buy 2 items — 10% off
Buy 3 items — 15% off
Buy 4 items — 20% off
Buy 5 or more items — 25% off
Multi-buy savings cannot be combined with other promotional codes.
Contact information
Store name: Lane Vincent
Company name: ML ECOM OPERATIONS B.V.
Company address: Prins Frederik Hendriklaan 84, 1411 GB Naarden, Netherlands
Warehouse address: 7929 Fawn Court, Staten Island, NY 10306, United States
Returns: Do not send items back without authorisation. Contact support first for an RMA number and the return address.
Phone: +1 (929) 235-1311
Email: info@lanevincent.com
Monday to Friday | 8:00 AM – 4:00 PM (ET)
Weekends | Closed
We aim to respond to your inquiries within 24 hours.