How will I know when my order is ready for collection?

Click & Collect orders will generally be ready 4 business hours after order confirmation is received. Once your order is ready for collection you will receive a Ready to Collect email. You will also receive a reminder email after 5 days. Please check your junk & spam folders for this email communication.

What do I take in-store to pick up my order?

Please take a screenshot of the barcode on your Ready to Collect email. Please check your junk & spam folders for this email communication.

Can someone collect my order on my behalf?

Yes, they simply need a screenshot of the barcode on your Ready to Collect email. Please check your junk & spam folders for this email communication.

Is there a charge for Click & Collect?

Click & Collect is completely free.

How long do I have to collect my order?

You have 14 days to collect your order. Any order not collected in this timeframe will be cancelled.

What if I cannot collect my order within 14 days?

If you cannot collect your order within 14 days you can reach out to our Customer Care team via Live Chat 11am to 7pm Monday to Friday NZST to request an extension.

What if I need to change or cancel my order?

Once an order has been placed we are unable to change or cancel that order.

Can I return my item(s) if they are not suitable?

We offer an exchange, Gift Card or refund (full price styles) for any Click & Collect purchase returned within 30 days of pick up. It is important the products tags remain attached and in original condition. Proof of purchase is required prior to return. Please refer to our Return Policy for further information.

Can’t find the answer you are looking for?

Connect to our Customer Care team via Live Chat 11am to 7pm Monday to Friday NZST.

Orders with a New Zealand delivery address are sent via New Zealand Courier Post. All orders over $135 with a delivery location within New Zealand will receive complimentary standard shipping. You can generally expect to receive your parcel within 1 to 3 business days from dispatch.

International Shipping

Orders with a delivery address outside of New Zealand can shop via our lornajane.sg website.

Ensure A Safe Delivery

Please do include a company name if you are requesting a delivery to a business address. Please ensure you are delivering to a safe address where your parcel cannot be intercepted. Risk in the goods you purchase pass to you on the date and time of delivery of the goods to the delivery address provided in your order. Lorna Jane will not take responsibility if your order is lost or subsequently goes missing after it has been deemed delivered by the carrier. The associated risk in leaving goods unattended in these circumstances is borne by you.

Delivery Times

Lorna Jane uses third party delivery services such as New Zealand Courier Post. This means delivery times after dispatch are subject to those third party services which are outside our control. All delivery timeframes are estimates only and we will not be liable for any loss, expense, or other damage caused by any delay in delivery.

Order Communication

Once an order has been placed you will receive an order confirmation email. Once your order has been dispatched you will receive an emailed invoice followed by an email containing tracking information. Once an order has been placed you cannot amend or cancel your order. Once an order has been placed you cannot change the payment method used to place that order. Any changes must be completed upon delivery by following our Return Policy.

Full Price & Full Price On Promotion

If you decide to change your mind, we offer an Exchange, Gift Card (1-year expiry) or Refund on all purchases of Full Price styles, returned to our Online Warehouse or Retail Store within 30 days of receiving.

Sale

If you decide to change your mind, we offer an Exchange or Gift Card (1-year expiry) on all purchases of Sale styles, returned to our Online Warehouse or Retail Store within 30 days of receiving.

Final Sale

Item(s) marked with a Final Sale tag must be returned to our Online Warehouse within 14 days of receiving to be eligible for a Lorna Jane Gift Card (1-year expiry). No change of mind Exchanges or Refunds on Final Sale.

How to Return

Click the link above to log your return to purchase your return label through our Returns Portal. Please make sure you enter the order number found on your Order Confirmation email starting with a NZL and the email address used to place the order. If you fall outside of our policy, you will not be able to log a return and will need to reach out to Customer Care via Live Chat for support.

Return Time Frame

Allow 2 weeks for your parcel to be returned to us by courier. Once we receive your return parcel your request will be processed, and you will be sent an email confirmation. Lorna Jane will not be held liable for lost in transit parcels returned with an alternative courier.

Our Performance Promise

Every Lorna Jane garment is performance tested by our team and fit tested for real life feedback. However, if something is not quite right, as our customer you have automatic guarantees under the Consumer Guarantees Act when goods are sold to you, one of which is that our Activewear is of acceptable quality. A product is considered faulty or not of acceptable quality if it does not work, or appear as it should. If an item is faulty or not of acceptable quality you may be entitled to a credit, replacement, or refund. If you believe there is a fault with the item you have received, please reach out to Customer Care via Live Chat.

Specifics

Refunds, gift card or exchanges will not be provided for change of mind for any personal care or intimate clothing. Swimwear can only be returned for a change of mind if the hygiene seal is still intact and at the discretion of the Lorna Jane staff member.

Return of Gift With Purchase

All gift with purchase offers are subject to availability. Gift with Purchases cannot be exchanged or refunded for a change of mind. Gift With Purchases cannot be redeemed for cash and are only available at time of purchase. In the event of a change of mind return, all Gift With Purchase products or other bonus items must be returned with the original purchase, on the same terms as above.

External Stockists

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

Afterpay

Afterpay is a payment method available at www.lornajane.nz and in our New Zealand retail stores. Afterpay set terms, conditions and spend limit of this payment method should you choose to use it. Please refer to your card issuer’s terms and conditions for full details. If you have further questions please contact Afterpay’s Customer Service representatives on 0800 461 268 or visit the Afterpay website.