FAQ

Ordering

 

Returns & Exchanges

Instore Returns


Online Returns


General


Shipping

 

Promotions & Special Offers

 

Gift Cards

 

Ordering

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

All the styles that we have in stock at our Warehouse are listed on the website, if it's not available then we have unfortunately sold out. Many of our essential styles are replenished weekly however we do not normally receive replenishments of seasonal styles or monthly ranges. 

If you would like advice on available stock in a store near you please contact 13 89 90 to speak to a Customer Service Representative, or alternatively you can contact your local store directly. Please click here to find your local store.

 

If the product is available and you would like for it to be placed on hold we will require your name, contact number and date for pick up.

 

Can I order by phone, fax or email?

All website (Shop Online) orders are processed via our website only. If you have further enquiries you are welcome to contact our Customer Service Team by calling 13 89 90, emailing shoponline@lornajane.com.au or faxing 07 3252 4740. Please note for the quickest response time we recommend calling or emailing our Team.  

 

What forms of payment do you accept?

Lorna Jane Pty Ltd is proud to accept Master Card, Visa payments, V.Me, and PayPal. We do not offer Direct Deposit, Cheques, Diners or cash on delivery as payment methods. 

 

Is it safe to use my credit card on lornajane.com.au?

Yes, shopping at lornajane.com.au is safe and secure. Transactions are processed though the secure NAB Transact payment facility. To protect cardholder data NAB Transact 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. It presents common sense steps that mirror best security practices. 

 

What if my credit card shows multiple charges?

The NAB Transact payment page will only process the payment once. However if you see multiple charges on your card then you either:
a) click 'submit' more then once at the checkout stage due to poor internet connection
b) moved back to update and or change your order or details.

If you notice multiple charged please contact shoponline@lornajane.com.au 

 

What does it mean when I get Merchant ID Invalid Error Message?

When a customer chooses PayPal we pass to PayPal the shipping address. We do not allow the customer to change the address to an alternate one from their PayPal account.

Some not all customers receive this message when attempting to complete the transaction PayPal.

 

How do I use a promotional code?

You must enter the promotional code in the 'promotion code' box at the cart stage of your checkout and click 'apply'. The application of the promotion will then be visible in your cart. 

 

How do I use an Online Gift Voucher?

You must enter the gift voucher number and PIN at the payment stage of you order.

 

Can I make a change to an existing order?

No, once your order has been placed and you have received your order confirmation you can not cancel or amend your order. If you wish to exchange or return your order please refer to the Returns and Exchange policy.
 

How can I track the status of my order?

Australian shipped orders are sent using Australia Post and a tracking number will be provided to you via email. This can then be tracked with directly with Australia Post at http://auspost.com.au/track/.

New Zealand and all other internationally shipped orders are sent via DHL. Tracking numbers will be provided directly from DHL via email. These can then be tracked by visiting http://webtrack.dhlglobalmail.com/. New Zealand and all other internationally shipped orders are sent via DHL. Tracking numbers will be provided directly from DHL via email. These can then be tracked by visiting http://webtrack.dhlglobalmail.com/.

 

How do I cancel my order?

Once you have placed your order and received your order confirmation, your order can not be cancelled or amended. If you wish to exchange or return or order please refer to the Returns and Exchange Policy.

 

 
 

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 does not take any responsibility for returns lost in transit.

 

RETURNS POLICY
Lorna Jane Returns Policy

Lorna Jane strives to ensure that you are satisfied. We want you to love and enjoy your Lorna Jane purchase. If something isn’t quite right, please let us know. 
 
Instore Returns

What if I simply changed my mind on products I purchased in a Lorna Jane Store?

If for any reason you decide that you no longer want an item purchased from Lorna Jane, simply return it to us within 14 days of purchase and we will gladly offer you a gift voucher or exchange (your choice) equal to the amount paid for the goods (except for any personal care merchandise). It is important however that the item(s) and any packaging and ticketing which the goods may have come in/with, are in the same condition as when they left the Lorna Jane store. It is also important that you have a proof of purchase of the goods, clearly identifying that the goods were purchased from a Lorna Jane retail store. If either of these 2 conditions are not met, we will unfortunately not be able to provide you with a gift voucher or exchange unless the item(s) are faulty. 

If you change your mind on any purchases labelled as ‘final sale’, including Lorna Jane Warehouse sales, we will unfortunately not be able to provide you with a credit or exchange unless the item(s) are faulty.

It is also very important to note that if you purchased goods that were clearly identified as faulty, defective or marked in any way and the reason the goods were faulty, defective or marked in any way was specifically drawn to your attention at time of purchase by a written notice displayed with the goods (including samples and seconds), the respective defect or mark will be discounted when considering whether or not the product is faulty.

Credits or exchanges will not be provided for change of mind for any personal care merchandise (such as lip balms, body scrub, intimate clothing etc.) unless the products are faulty. 

Online Returns

What if I simply changed my mind on products I purchased at full price?

If for any reason you decide that you no longer want an item purchased from www.lornajane.com.au, simply return it to us within 14 days of purchase and we will gladly offer you a refund, gift voucher or exchange (your choice) equal to the amount paid for the goods (except for any personal care merchandise). If you opt for a refund, this will be processed via the payment method used at the time of purchase. For all change of mind purchases, you are able to return your items to your local Lorna Jane retail store for an exchange or gift voucher only. It is important however that the item(s) and any packaging and ticketing which the goods may have come in/with, are in the same condition as when they left the Lorna Jane warehouse. It is also important that you have a proof of purchase of the goods, clearly identifying that the goods were purchased from www.lornajane.com.au. If either of these 2 conditions are not met, we will unfortunately not be able to provide you with a refund, credit or exchange unless the item(s) are faulty. 

Refunds, credits or exchanges will not be provided for change of mind for any personal care merchandise (such as lip balms, body scrub, intimate clothing etc.) unless the products are faulty. 

What if I simply changed my mind on products I purchased on sale?

If for any reason you decide that you no longer want an item purchased from www.lornajane.com.au, simply return it to us within 14 days of purchase and we will gladly offer you a gift voucher or exchange (your choice) equal to the amount paid for the goods (except for any personal care merchandise). For all change of mind purchases, you are able to return your items to your local Lorna Jane retail store for an exchange or gift voucher only.  It is important however that the item(s) and any packaging and ticketing which the goods may have come in/with, are in the same condition as when they left the Lorna Jane warehouse. It is also important that you have a proof of purchase of the goods, clearly identifying that the goods were purchased from www.lornajane.com.au. If either of these 2 conditions are not met, we will unfortunately not be able to provide you with a refund, credit or exchange unless the item(s) are faulty. 

If you change your mind on any purchases labelled as ‘final sale’, including Lorna Jane Warehouse sales, we will unfortunately not be able to provide you with a refund, credit or exchange unless the item(s) are faulty.

It is also very important to note that if you purchased goods that were clearly identified as faulty, defective or marked in any way and the reason the goods were faulty, defective or marked in any way was specifically drawn to your attention at time of purchase by a written notice displayed with the goods (including samples and seconds), the respective defect or mark will be discounted when considering whether or not the product is faulty.

Refunds, credits or exchanges will not be provided for change of mind for any personal care merchandise (such as lip balms, body scrub, intimate clothing etc.) unless the products are faulty. 

Return and exchange procedure
To obtain an exchange or return online, the items must be returned with a completed “Exchange and Return Form”, situated on the reverse side of the invoice. To obtain a copy of this form, please click here.
 
To ensure the preferred item for exchange is help which the returning order is in transit, we recommend emailing shoponline@lornajane.com.au in advance with the below information:
Name
Contact Number
Email Address
Customer Order Number (located on your invoice)
Desired Item for Exchange (Item name, Size, Colour) 

 
Please return your items to:
Lorna Jane Online Return Orders
PO BOX 1105
Eagle Farm QLD 4009
Australia 

PLEASE NOTE:
Lorna Jane will not be held responsible if there is a delay in delivery
Customers will be responsible for the return shipping and handling charges
You will need to send the original or a copy of your invoice with your order
In the event that your product is lost in transit, Lorna Jane will not be held liable and therefore recommends that you send all returns via Registered Post 
We ask that you allow 7 business days from the day you return our package for your account to be credited

Return of Gift with Purchase or Promotional Items

Should you qualify for a Gift with Purchase upon meeting minimum spend requirements, and you change your mind and your order is returned for a refund or gift voucher, the Gift with Purchase item must also be returned unworn and in original condition, with all tags intact; otherwise the full retail price will be deducted from the refunded amount. 

There is no exchange on Gift with Purchase items and/or Promotional Products unless the item(s) are faulty. Gift with Purchase items are subject to availability. Subject to any rights you may have at law, they cannot be exchanged, refunded or substituted for change of mind. Gift with purchases cannot be redeemed for cash and are only available at time of purchase. 

David Jones and External Stockists

Lorna Jane products purchased through David Jones or external stockists, are in accordance with the David Jones or individual stockists purchase policy, and as such purchased products can only be returned to their original place of purchase.

Click here to view the full David Jones Returns Policy

What is your christmas exchange policy?

Lorna Jane offer an extended exchange period each year. Please visit back here closer to the Christmas period.
 

Shipping

How much does shipping cost?

Orders to Australian and New Zealand Addresses

Orders over $150 - Free Shipping
Orders under $150 - $10 Flat rate

International Orders (excluding New Zealand, USA, Canada, Peurto Rico and Mexico)
$20 Flat Rate

Orders to USA, Canada, Peurto Rico and Mexico $75 flat rate

*The above shipping charges are based on a 2kg weighted bag; therefore if your order exceeds the 2kg weight a customer care representative will contact you regarding the variance that you will be required to pay before the parcel is dispatched. 
 

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 DHL. When entering your address details in the shopping cart please ensure you select the correct country from the drop down menu.

Please note that DHL exclusion countries are Ascension, Bovet Island, British Indian Ocean Territory, China, French Southern Territories, Heard & McDonald Islands, Johnston Island, Midway Island, Pitcairn, Russia, Tokelau, Tristan Da Cunha, Turkmenistan, Wake Island and Western Sahara. These countries orders will be sent by airmail. No tracking service is available to these destinations. Please allow up to 30 days for delivery of your order, Lorna Jane does not accept any responsibility for customs delays, duties or taxes that may apply in the destination country. The Standard Shipping Rate to all international destinations is a flat rate of AUD$20 per order. Please note this is transport costs only and does not cover any import liabilities that may be applied by the Government of the destination country.

*The above shipping charges are based on a 2kg weighted bag; therefore if your order exceeds the 2kg weight a customer care representative will contact you regarding the variance that you will be required to pay before the parcel is dispatched.

 

What happens if my order does not arrive?

Please contact shoponline@lornajane.com.au

 

Promotions

What do I need to know about Promotions?

Promotional Codes are valid for the specified time period only and can not be used in conjunction with any other offer.
One time use promotions, e.g. 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 adjusted.
Promotions where you receive a reduction on the second item will be applied at the checkout on the lower priced item.
Free Promotional merchandise offers upon meeting minimum spend requirements are only available until stocks last. 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 anytime.

All Terms and Conditions on current promotions can be found by clicking here.

 

Gift Cards

Can I use my gift card online and instore

We offer a Lorna Jane Gift Card that can be used either instore or online. 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.