FAQ

Ordering

 

Returns & Exchanges:

 

Shipping

 

Promotions & Special Offers:

 

Gift Vouchers

 

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 sold out. Many of our essential styles are replenished weekly however we do not normally receive replenishments of seasonal styles or monthly ranges. Please contact your LJ Angel on 13 89 90 or ljangel@lornajane.com.au to check if a style is available at one of our Lorna Jane stores throughout Australia. We'll organize shipping and payment and have that garment posted interstate to your home address direct from the store!

Can I order by phone, fax or email?

All Website (Shop Online) orders are processed via our website only.

However where product is not available on our website you can contact one of the LJ Angels on 13 89 90 to locate the style you desire and organize payment over the phone using a valid Credit Card or Debit Card.

You may also email your enquiry to ljangel@lornajane.com.au and one of our LJ Angel team will make contact you to organize payment over the phone.

You are welcome to fax your enquiry to 07 3252 4740 however it will take a while longer for us to respond to your enquiry compared with other methods. 

What forms of payment do you accept?

Lorna Jane Pty Ltd is proud to accept Master Card and Visa payments. We do not offer Direct Deposit, Paypal, Cheques, American Express, Diners or cash on delivery. 

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 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 

How do I use a promotional code?

You must enter the promotional code in the 'promo code box' at the My Bag stage of you order and click 'apply'. 

How do I use an Online Gift Voucher?

You must enter the Gift Certificate Code at the Payment stage of you order

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 shoponline@lornajane.com.au. 

How can I track the status of my order?

Please email shoponline@lornajane.com.au to confirm your order dispatch date and Australia Post tracking number. International Order are send by Australia Post Air Mail and do not have a tracking number. 

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 shoponline@lornajane.com.au.

 

Returns & Exchanges:

Can I return an item?

You are welcome to exchange or receive a refund on items purchased online at a Lorna Jane store with 14 days of purchase providing you have your invoice/order confirmation and items are unworn, in their original condition and have the tags attached.

Refunds are not accepted instore if you simply change your mind, the item is no longer suitable (wrong size/style) or there is a delay in delivery. However we will gladly exchange the item for you, if returned within 14 days from the original invoice date for all Australian shipped orders and 4 weeks for all International orders.

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 mailto:shoponline@lornajane.com.au with: Your name, contact details and invoice number & details of the preferred replacement item/s (Item name, colour and size)
Replacement items must be selected from the current range available online at lornajane.com. We will respond to you to confirm your item has been put aside.

STEP TWO: Complete the Returns and Exchanges Form and return it with the items that you wish to exchange or return. Please ensure items are unworn, in their original condition and have the tags attached.

For more information please see the Terms & Conditions or the Returns & Exchanges Form on the reverse side of your invoice.

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 will well credit the cost of postage back to you.

Lorna Jane does not take any responsibility for returns lost in transit. 

If I purchase online can I exchange instore?

Yes, the garment/s can be exchanged within 14 days of the invoice date. 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?

Orders to Australian and New Zealand Addresses

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

International Orders (excluding New Zealand)
$20 Flat Rate

How will my order be shipped?

We use Australia Post Express (eParcel) for all Australian addresses and Australia Post (General Post) for all international addresses including New Zealand.

Do you ship Internationally?

Lorna Jane ships to most destinations around the world via Air Mail.. Air Mail charges are displayed in Australian Dollars (AUD). 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 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.

 

Gift Vouchers

Can I use my gift voucher online and instore

We offer two types of Lorna Jane Gift Vouchers. Both come in values of $20, $50 and $100

  • Instore Vouchers - Can Be purchased online at lornajane.com or in Lorna Jane retail stores. They can only be redeemed in Lorna Jane Stores.
  • Online vouchers  - Can only be purchased online at lornajane.com. They can only be redeemed online and must be used in one transaction