This is an example of a response that you might give. It's good to be as thorough as possible in responses as that has a tendency to improve trust overall.

For assistance, please email info@shoplavoie.com. Our team is ready to help and will get back to you within 24-48 business hours.

We want to make sure you receive your order!

We offer Route Package Protection on every order, which covers items lost, stolen, or damaged in transit. If you purchased Route Package Protection and cannot locate your package, please file a claim within 15 days of the noted delivery date here.

Before contacting Route, please check the following:

• Double check that the shipping address you used is correct and matches your location.
• Contact your local post carrier and speak directly to your postal worker, as they may remember where they left your package.
• Confirm with your neighbors to see if they might have received your package by mistake.

While we aren't liable for lost packages, our priority is for you to receive your La Voie order. Please contact us at info@shoplavoie.com, and we'll do our best to help you find a resolution!

For any order-related concerns, please email us at info@shoplavoie.com. We encourage you to thoroughly inspect your items immediately after receiving them.

Shipping is available through USPS Ground Advantage and UPS Ground, with rates calculated at checkout.

We offer free standard shipping for orders over $200.00 (pre-tax/ shipping).

At this time, we only ship domestically within the United States.

Returns

• We welcome returns for items in their original condition—unused, unworn, unaltered, and with all tags attached.
• You have 14 days after receiving your item to request a return for a full refund.
• A non-refundable processing fee of $6.95 and the cost of the shipping label will be deducted from your refund.
• Original shipping charges and Route Shipping fees are non-refundable.
• To start a return, please click here.

Exchanges & Store Credit

• We offer exchanges or store credit for items in their original condition—unused, unworn, unaltered, and with all tags attached.
• You have 30 days after receiving your item to request an exchange or store credit.
• No processing or shipping fees apply for exchanges or store credit.
• Original shipping charges and Route Shipping fees are non-refundable.
• To start an exchange or request store credit, please click here.

To initiate an exchange or return, please click here.

We will notify you once we have received and inspected your return, and let you know if the refund, exchange, or store credit has been approved. If a refund is approved, you will be automatically refunded to your original payment method within 10 business days—please remember it can take some time for your bank or credit card company to process the refund to your account. If you requested an exchange, we will initiate the shipment of your replacement product once your return is approved and confirmed in stock. If you prefer store credit, it will be issued to your account. If you have any questions, please contact info@shoplavoie.com.

We offer detailed fit guides on each individual product page. If you need further assistance, please email info@shoplavoie.com.

While specific care instructions for each product can be found on its description page, our general guideline is to machine wash in cold water and lay flat to dry.

For optimal care, we suggest washing your activewear separately from rougher items like towels and jeans. This helps minimize friction and reduces the risk of pilling, ensuring your products remain in great condition!