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. You can check your local stores stock via the product on the website.
Can I order by phone, fax or email?
All website (Shop Online) orders are processed via our website only.
What forms of payment do you accept?
Lorna Jane Pty Ltd is proud to accept Master Card, Visa payments and PayPal. We do not offer Direct Deposit, Cheques, Diners, AMEX or cash on delivery as payment methods. We also accept Lorna Jane gift vouchers.
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 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 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 payment page will only process the payment once. However if you see multiple charges on your card then you either:
a) click '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. If you notice multiple charged please contact firstname.lastname@example.org
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. 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 'go'. 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 checkout.
Can I make a change to an existing order?
No, 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 separate email with tracking information as soon as your order is dispatched from our warehouse which may take up to 3 business days. If it has been more than 3 business days and you have not received tracking information, please contact our Customer Service Team by calling 13 89 90, or emailing email@example.com.
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 directly with Australia Post here.
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 the DHL website.
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?
Lorna Jane’s shipping charge is for transport costs only, and 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. Under no circumstance will Lorna Jane accept any orders back due to rejection of customs charges. Orders cannot be returned to sender.
Do you pay for my return shipping?
Please be advised that all postage and handling costs will be incurred by the purchaser. 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.
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
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 if I believe my item is faulty?
If you believe your item is faulty, please contact our Customer Service Team by calling 13 89 90, or emailing firstname.lastname@example.org.
What is your Christmas exchange policy?
Lorna Jane offer an extended exchange period each year. Please visit back here closer to the Christmas period.
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. As long as you use the same email address as your Active Living Rewards account, this will link up and you will earn points on your purchases.
How do I earn Active Living Rewards points on my order?
As long as you sign in using the same email address as is linked to your Active Living Rewards account, you will earn Active Living Rewards points for your online purchase. If you have checked out as a guest, you will need to submit a “missing points claim” by logging in to your rewards account on www.rewards.activeliving.com and selecting “retail web” as the store.
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 - $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$75 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.
At its absolute discretion, Lorna Jane may elect to offer you a refund if you choose not pay any duties and taxes at time of import. If we do however, Lorna Jane will deduct any customs fees that apply to the purchase paid by Lorna Jane from the refund amount.
What happens if my order does not arrive?
Please contact email@example.com.
What do I need to know about Promotions?
Promotional Codes are valid for the specified time period only and cannot 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 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 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.
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 within 60 minutes of placing your order, and will not be delivered physically to the specified "shipping address". If you haven’t received your gift card within 60 minutes, please check your junk/spam email folder.