FAQ

How do I contact someone about my order?

Please email us at hello@adenandlouise.com with any questions you may have regarding your order. 

Please do not contact us via social media for help regarding an existing order. A response is not guaranteed due to privacy and security surrounding your personal information.

How long will it take to receive a response from an Aden + Louise Team member?

1-3 business days. 

Office Hours

We are a mother and daughter (and baby - lol) team. Please note that all orders are processed Monday-Friday, 8am-5pm EST. Orders are dropped off daily at the USPS by 4:30pm EST. No orders will be processed on Saturday, Sunday and Holidays. During this time, we are doing many things: filling orders, intake of new inventory, design for new items, social media projects, product meetings, and office housekeeping. Emails are answered in the order of which they were received, Monday-Friday, between the hours of 8am-5pm EST. Please allow 1-3 business days for a response from us.

How do I know the status of my order?

Once your order has been shipped you will receive an email notification with a tracking number. In some cases, it may take up to 48 hours for tracking information to become available. 

When will my order ship?

Custom Items: 4-5 business days.

Ready To Ship (RTS) items: 3-4 business days.

Pre-orders: Pre-orders will have clear and stated shipping dates. Please pay attention to these, as they are clearly marked on social media posts and can be found within the “listing details” of each item. In the event of a shipping or production delay, we will update the listing link you purchased from. Timelines are in business days only — weekends and holidays excluded.
If you place an order containing both ready-to-ship AND pre-order items, your entire order will be held until all items are ready to ship. One order number = one shipment. If you want your ready to ship items sooner, be sure to place separate orders.

Route Shipping Protection Policy

As of January 1, 2026, We have partnered with Route to offer you comprehensive package protection for peace of mind. Route Package Protection is added in at checkout, your order is protected from loss, theft, and damage during transit.

Shipping Protection & Claims
Route Shipping Protection, when selected at checkout, provides coverage for eligible orders that are lost, damaged, or stolen while in transit, subject to Route’s Terms and Conditions. All shipping protection claims are administered exclusively by Route and must be submitted directly through Route’s claims portal within the applicable claim window. "How to File a Claim" is listed below.

Orders shipped without Route Shipping Protection are not eligible for store-managed claims, replacements, reimbursements, or shipping-related adjustments. Once an uninsured order leaves our facility, all responsibility transfers to the customer, who must work directly with the shipping carrier to pursue any resolution.

During checkout, customers are provided the option to add Route Shipping Protection and are required to review and acknowledge our Terms & Conditions and Shipping Policy prior to completing their purchase.

Please note, customers who repeatedly submit Route claims or are found to be abusing the system may be denied further coverage or compensation. This includes excessive claims for lost or missing packages, as it falls outside the intended use of the service.

Chargebacks & Payment Disputes
By completing a purchase, the customer agrees not to file a payment dispute or chargeback related to shipping delays, lost packages, mis-delivery, damage, or carrier-related issues for orders shipped without Route Shipping Protection. Customers acknowledge that Route Shipping Protection is the exclusive remedy for insured shipping claims and that uninsured shipments must be resolved directly with the shipping carrier. Evidence of policy acceptance at checkout may be submitted in response to any dispute.

Returns + Exchanges 

Bag Collection Policy: All bags are final sale.

Patch Policy: All patches are made to order and are final sale.

Bag Charm Policy: All bag charms are final sale. 

Blanket Policy: All blankets are made to order and are final sale.

Autograph Books Policy: All autograph books are made to order and are final sale.

Clothing Collection Policy: All clothing is made to order and is final sale.

Order Cancellations

Pre-order items are cut to order, and we will not accept any cancelations after your order has been placed. Ready to ship items are not eligible for cancelations of any kind.

Aden + Louise Exclusive Designs

Our designs are exclusive to us and cannot/shall not be re-produced in any form without our written permission.

Please review our policy links for more detailed information. Thank you!