FAQs - General
How do I contact Customer Care?
Chat with our AI Assistant anytime through Live Chat, available 24 hours a day. If you need further support, our AI Assistant can connect you with our Customer Care team between 9am to 5pm AEST (excluding public holidays) Monday to Friday. Outside of these hours, you can ask to leave a message, and we will get back to you as soon as possible. To connect to Live Chat, please click on the Chat icon on the bottom right corner of the website. Alternatively, you can click ‘Chat with Us’ via the Contact Us page.
Do you use sustainable packaging?
All of our sustainability practices including packaging can be found on our Sustainability Page.
How do I unsubscribe from your marketing communication?
To unsubscribe from our marketing communications, click the "unsubscribe" link at the bottom of any recent Lorna Jane marketing email you have received. This will take you to a page where you can manage your preferences and opt out of future emails.
How do I update my account details?
You can update your account details by logging into your account via the website and navigating to the account settings section. Here you can edit your information such as name, birthday, postal address, and notification preferences.
How do I leave a Product Review?
2 weeks after your order is delivered, you will receive an email giving you the chance to leave a review on your purchased product. Please ensure you are subscribed to our marketing to receive this email.
Do you have a loyalty program?
We do not have a traditional loyalty program, but we do offer the Active Elite Ambassador program designed to support and celebrate fitness leaders in the community. You can find more details and apply online through our Ambassador Program page
How do I log a complaint?
We invite you to connect with our Customer Care Team via Live Chat during available hours. Our team will record the details of your complaint so we can look into it and address it with the right team. We appreciate the opportunity to improve.