FAQ

Ordering

 

Returns & Exchanges


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.

 

Returns and Exchanges

Can I return an item?

You are welcome to exchange or receive a credit note items purchased online by either visiting a Lorna Jane store, or returning the garment to our Shop Online Team. The item must be returned within 14 days of purchase for Australian shipped orders, and 4 weeks for international orders, the order confirmation or invoice must be presented and the garments must be unworn and in original condition with all tags in place.

Refunds for online purchases are not provided in store for change of mind or delivery delays. These refunds can be provided through our Shop Online Team; and in addition on any products that are deemed faulty when assessed by a Lorna Jane representative. Lorna Jane reserves the right to determine whether a product is faulty and if deemed so, a replacement will be shipped when possible subject to stock availability.

To return an item to our Shop Online Team.

STEP ONE:

Please email shoponline@lornajane.com.au with the below details. Replacement items must be selected from the current range available online at lornajane.com.au. We will respond to you to confirm your item has been put aside.
• Your full name
• Contact Details
• Order Number (found on your order confirmation or invoice)
• Details of preferred replacement item/s (item name, colour and size)
.

STEP TWO:
Complete the Returns and Exchanges Form and post it to the below address along with the products you are returning. Please ensure items are unworn, in their original condition and have the tags attached.
ATTN: Shop Online Team
PO Box 1105
Eagle Farm
QLD, 4009

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 we will 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.

 

What is your christmas exchange policy?

Items purchased from 13/11/14, are eligible for our extended Christmas trading returns period.  You may return items purchased from 13/11/14, until January 11/01/15. We welcome an exchange, credit note or full refund on online orders within this time frame, provided the tax invoice can be produced, the original tags are attached and items are returned in unworn condition.  Refunds are issued only when an item is returned to our online distribution team.  You are welcome to return your item to any Lorna Jane retail store nationwide for an Exchange or Credit note only.

Orders placed before 1pm on the 18/12/2014 are guaranteed delivery for Christmas to Australian addresses.  International orders placed before 1pm on the 16/12/2014 are guaranteed dispatch by the 17/12/2014.  We expect orders dispatched by this date will be delivered by Christmas, however we can not guarantee this as it is dependant on international customs clearance.
 

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 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.

 

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 Cardcan 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.