What if the item I am looking for is not shown on the website?
Our Lorna Jane Active Concierge is your go-to for any sold-out styles and your personal shopping. They can source styles (or suggest alternatives!) from our Australian retail stores and have your activewear delivered to your front door! You can contact us to what best suits YOU! Call us on 13 89 90 Monday to Friday 9am to 5pm, Saturday 9am to 2pm and Sunday 10am to 2pm (AEST), jump onto our Live Chat or email email@example.com . Or simply pop into any of our Lorna Jane stores and we can create a new order for you!
Can I order by phone, chat or email?
Of course! If you want to have a personalised shopping experience you can contact our Active Concierge via firstname.lastname@example.org or jump on and chat to our stylists in real time on lornajane.com
What forms of payment do you accept?
Lorna Jane Pty Ltd accepts Master Card, Visa, AMEX, Unionpay, AfterPay, ZipPay and PayPal at www.lornajane.com.au. We accept Mastercard, Visa, Amex & Afterpay & ZipPay in our Australian retail stores. We also accept Lorna Jane gift vouchers in AUD.
Is it safe to use my credit card on lornajane.com.au?
Yes, shopping at lornajane.com.au is secure! Transactions are processed though the Adyen payment facility. To protect cardholder data Adyen 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 accept credit card payments.
What if my credit card shows multiple charges?
Please contact our Customer Care team via Live Chat on lornajane.com for further assistance. Please note, the payment page will only process the payment once. If you see multiple charges on your card then you may have:
a) clicked 'submit' more than once at the checkout stage due to poor internet connection
b) moved back to update and/or change your order or details.
What does it mean when I get Merchant ID Invalid Error Message?
When you choose PayPal as a payment method, Lorna Jane passes on the shipping address for validation. The address for shipping must match the address for payment on your PayPal account to process successfully. This is to ensure your security and minimise fraudulent transactions.
How do I use a promotional code?
The promotional code must be entered in the 'promotion code' box at the cart stage of your checkout, then click 'go'. If the promotion has applied it will then be visible in your updated cart total. Please note only one promotion can be entered per transaction. Please contact our live chat team if you have any issues on checkout and they will be able to help in real time (6am to 10pm daily AEST). Once your payment has processed we cannot go back to assist you.
How do I use an Online Gift Voucher?
Select the Payment Method of “Gift Card” at Step 3 of the checkout process. Enter the barcode number and pin, Select Check Balance and Redeem. The payment will then apply. Please note, if splitting payments, pay with the gift voucher first, then select an alternative payment type for the balance.
Can I make a change to an existing order?
Once your order has been placed and you have received your order confirmation, you cannot cancel or amend your order. If you wish to exchange or return your order please refer to the Returns and Exchange policy.
Where is my order?
You will receive an order confirmation as soon as your order has been placed. You will receive a 2nd email with tracking information as soon as your order had been dispatched from our warehouse (generally the next business day). If it has been more than 3 business days and you have not received tracking information, please contact our Customer Care Team via Live Chat on lornajane.com with your Order Confirmation details and we will assist you further.
How can I track the status of my order?
Orders to Australian addresses are sent using Australia Post Express Post and a tracking number will be provided to you via email. This can then be tracked directly with Australia Post here.
Orders with International addresses are sent via Australia Post couriers. Tracking numbers will also be provided via email.
How do I cancel my order?
Once you have placed your order and received your order confirmation, your order cannot be cancelled or amended. If you wish to exchange or return your order, please refer to the Returns and Exchange Policy.
Why am I being charged by customs when I already paid for shipping?
For all international orders, Lorna Jane’s shipping charge is for transport costs only. As mentioned in our T&C’s, it does not cover import liabilities that may be applied by the government of the destination country. Lorna Jane does not accept any responsibility for customs delays, duties or taxes that may apply in the destination country. Please contact our Customer Care team via Live Chat on lornajane.com if you have any further questions.
Do you pay for my return shipping?
Lorna Jane does not offer free returns. For 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 does not take any responsibility for returns lost in transit so please use a trackable postage service.
What is your returns and exchange policy?
To view our full returns and exchange policy, please click here.
Return of Gift with Purchase or Promotional Items
All Gift with Purchase offers are subject to availability. Gift with Purchases cannot be exchanged or refunded and a warranty does not apply. Gift with Purchases cannot be redeemed for cash and are only available at time of purchase, subject to availability. In the event of a return, all Gift with Purchase products or other bonus items must be returned with the original purchase (in unused/unworn in original condition) otherwise the value may be deducted from your return
What if I believe my item is faulty?
If you believe your item has a manufacturing fault, please contact our Customer Care team via Live Chat on lornajane.com. You may also take your item into any of our Lorna Jane retail stores with your proof of purchase.
I receive your emails but when I try to shop online it says I need to register an account?
If you haven’t shopped with us on www.lornajane.com.au before as a registered user, you will be required to register a ‘new’ account. Please use the same email address as in-store (the one you receive our emails from!).
How much does shipping cost?
Orders $180 AUD & over - Free Shipping, Express Post
Orders under $180 AUD - $12.95, Express Post
New Zealand Addresses:
All orders $40 AUD, Australia Post couriers
Rest Of The World Addresses:
All orders $75 AUD, Australia Post couriers
How will my order be shipped?
We use Australia Post Express (eParcel) for all Australian addresses and DHL for all international addresses including New Zealand.
Do you ship Internationally?
Lorna Jane ships to most destinations around the world via Australia Post couriers. When entering your address details in the checkout process please ensure you select the correct country from the drop-down menu. (If your country is not there, we do not ship to that destination, sorry! Please contact our Customer Care team for a solution). With all international orders please allow 3-5 business days from dispatch for your order to arrive. Please note, Lorna Jane does not accept any responsibility for customs delays, duties or taxes that may apply in the destination country. The shipping rate is $40 AUD for New Zealand orders and $75 AUD for Rest of the World - This is “transport” costs only and does not cover any import liabilities that may be applied by the Government of the destination country. You may be contacted by the courier regarding these charges on your parcel’s arrival to your country.
What do I need to know about Promotions?
Promotional Codes are valid for the specified date only and cannot be used in conjunction with any other offer. One-time use promotions eg. gift vouchers, must be used in their entirety in a single purchase. Promotions cannot be applied to previously placed orders or to orders that have been sent an order confirmation. Promotions where you receive a reduction on the second item will be applied at the checkout on the lower priced item. Gift with Purchase offers (upon meeting minimum spend requirements) are subject to availability. An alternative will not be provided where stock is no longer available. Lorna Jane Pty Ltd at its sole discretion, extend or terminate a promotion at any time. All Terms and Conditions on current promotions can be found by clicking here.
Can I use my gift card online and instore?
We offer a Lorna Jane Gift Card that can be used either online at www.lornajane.com.au or in any of our Australian retail stores. The Gift Card can be of any value between $20 and $500 AUD. Gift Cards can be purchased online at lornajane.com.au or in a Lorna Jane retail stores. Please note the maximum value that can be purchased online is $300 AUD. Please contact our Active Concierge team on 13 89 90 ext #604 or via email@example.com if you wish to purchase above $300.
I purchased an electronic gift card but I haven’t received it?
If you have selected a digital gift card, it will be sent to the email address you specify from 1 hour of placing your order, and will not be delivered physically to the specified "shipping address". If you haven’t received your gift card after 1 hour, please check your junk/spam email folder. Contact our Customer Care team via Live Chat on lornajane.com with your order number if you need further assistance.
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