As per Lane Bryant’s return policy page:
Online Purchases and Returns: A merchandise credit for online returns will be issued by email as an e-gift certificate. A valid email address must be provided. The original shipping costs will not be refunded. Once your package is received, a refund will be credited. If using our prepaid return label, $7.95 will be deducted from your return credit amount. You will receive an email once the return is completed. Please note: If you return items on your own without using the link provided, it will likely result in a delayed refund.
Gift Card Refunds: If the original form of payment was a gift card, the refund will be issued as a merchandise credit.
Previously, if you wanted to save the $7.95 return shipping fee for online orders, you had an option to return all unwanted items at a Lane Bryant store. The store would then refund your payment to the original source: the amount charged on your credit or debit card would go back to the same card, and for the amount paid with a gift card they would issue a new gift card, which could then be used on future orders (either online and in-store).
The new policy, which took effect in February (as per Lane Bryant customer service) states that if you return an online order in-store, you will be issued a merchandise credit receipt for the portion that was paid with gift cards – which can ONLY BE USED IN-STORE.
Needless to say that the changes are extremely consumer-unfriendly, as Lane Bryant stores, of course, do not offer same selection and sizes as their website. Supposedly, store associates still have an option to apply store credit to online orders – if you are fortunate to encounter one who knows how to do that. Such orders, of course, would not earn any rewards via cashback portals.
There is a significant number of people who prefer to shop online and would rather avoid stores altogether. Processing their returns in a way that restricts merchandise credit to be used in-store only simply seems wrong. It is possible that the new policy runs afoul of certain state laws, too – you may wish to contact your state’s AG or other state and federal regulators.
These restrictions impact all gift cards, including ones that were sold before the new terms went into effect. To express your displeasure, you may wish to call them at 1-866-886-4731 or email lane_bryant@custhelp.com.