FAQ

Ordering

 

Returns & Exchanges


Shipping

 

 

Ordering

What if the item I am looking for is not shown on the website?

All the styles that are currently in stock at our Warehouse are listed on the website. If a style is not available then unfortunately it has sold out. Many of our essential styles are replenished weekly however we do not normally replenish seasonal styles or monthly ranges.

 

Can I order by phone, fax or email?

Lorna Jane only currently accept orders via Lornajane.com

 

What forms of payment do you accept?

Lornajane.com accepts payment via Visa, Mastercard, American Express and PayPal. We also accept Lorna Jane online gift cards.

 

Can I use more than one payment method when placing an order?

Yes 

What if my credit card shows multiple charges?

If you have found multiple charges on your card for the same order amounts please let us know immediately by email to customerservice@lornajane.com so that our staff can correct your orders and payments.

 

Can I make a change to an existing order?

Sure, you may make changes to your order prior to it moving into the picking and packing stage. Please send your request to customerservice@lornajane.com.

 

How can I track the status of my order?

Once your order has been dispatched it is scanned in by the carrier and you will receive an email with your tracking number. This tracking number can be used to track your order through the FedEx website. If you do not receive a tracking number please email customerservice@lornajane.com.

 

How do I cancel my order?

Orders may be cancelled only in the instance where the order has not yet reached the packing stage. Please send your cancellation request to customerservice@lornajane.com.

 

Returns and Exchanges

Can I return an item?

You are welcome to exchange or return items purchased online provided that three conditions are met:

  1. Proof of purchase is provided
  2. Items are unworn and in their original condition with hang tags attached
  3. Items are returned within 21 days of receiving your order

Refunds will be applied if the product is deemed faulty. Lorna Jane reserves the right to determine whether a product is faulty and if deemed so a replacement will be shipped where possible subject to stock. If you wish to return an item:

STEP ONE:
Please email
customerservice@lornajane.com with the following:

  1. Name
  2. Contact Details
  3. Internal order number
  4. Details of preferred replacement item/s (item name, colour & size) or request refund

 

STEP TWO:
Complete the Returns and Exchange Form on the back of your invoice and post it and your item(s) to:


Lorna Jane USA Inc. (Online Returns)
1674 20th St
Santa Monica CA 90404

Click Here to download Return & Exchange Form.

 

Do you pay for my return shipping?

Please be advised that all postage and handling costs will be incurred by the purchaser.
Faulty or damaged products please include a copy of your postage receipt. If the product is deemed faulty after review we will credit the cost of postage back to you.
Lorna Jane USA Inc. does not take any responsibility for returns lost in transit. 
 

If I purchase online can I exchange instore?

We cannot currently process exchanges or refunds for merchandise purchased at lornajane.com. These items must be returned by post/ courier to the Lorna Jane USA head office.


Shipping

How much does shipping cost?

A flat rate of $8 applies to orders being shipped to addresses within the USA. Free shipping applies on orders over the value of $80 being shipped within the USA.Shipping rates for international orders will be charged a flat rate dependent on the provided destination postal code. Please note this is transport costs only and does not cover any customs delays, duties or import liabilities that may be applied by the Government of the destination country.
 

How will my order be shipped?

We use FedEx for all USA addresses as well as DHL for international addresses including Canada and Mexico. Orders will be received within 3-10 business days.
 

Do you ship Internationally?

Lorna Jane ships to most destinations around the world via DHL. When entering your address details in the shopping cart please ensure you select the correct country from the drop down menu.

What happens if my order does not arrive?

Please contact customerservice@lornajane.com