FAQ

Ordering:

• What if the item I am looking for is not shown on the website?
• Can I order by phone, fax or email?
• What forms of payment do you accept?
• Is it safe to use my credit card on lornajane.com?
• What if my credit card shows multiple charges?
• Can I make a change to an existing order?
• How can I track the status of my order?
• How do I cancel my order?

Returns & Exchanges:

• Can I return an item?
• Do you pay for my return shipping?
• If I purchase online can I exchange in-store?

Shipping:

• How much does shipping cost?
• How will my order be shipped?
• Do you ship internationally?
• What happens if my order does not arrive?

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 old 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 PayPal.

Is it safe to use my credit card on lornajane.com?
Yes, shopping at lornajane.com is safe and secure. Transactions are processed though the secure PayPal payment facility. To protect cardholder data PayPal complies with the Payment Card Industry Data Security Standard (PCI DSS). The PCI DSS is the global data security standard that any business of any size must adhere to in order to accept payment cards.

What if my credit card shows multiple charges?
The PayPal payment page will only process the payment once. However if you see multiple charges on your card then you may have accidentally submitted your order more then once at the payment stage.
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, 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 & 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 Swing tags attached
3. Items are returned within 14 days of receiving your order

You can also exchange or return your items at your local Lorna Jane USA Inc. store within 14 days of receiving your parcel. 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:

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 in-store?
Yes, the garment/s can be exchanged in any Lorna Jane USA Store within 14 days of receiving your order. They must be in their original condition with the tags attached and you must have your invoice as proof of purchase.

Shipping:

How much does shipping cost?:
All orders shipped within USA, Canada and Mexico will incur a flat rate shipping charge of USD$10.

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.

What happens if my order does not arrive?:
Please contact customerservice@lornajane.com