FAQS

Ordering Returns and Exchanges General Shipping Promotions Gift Cards
Lorna Jane Pty Ltd accepts Mastercard, Visa, Amex, Unionpay, Afterpay and PayPal at www.lornajane.nz We accept Mastercard, Visa, Amex & Afterpay in our NZ retail stores. We also accept Lorna Jane gift vouchers in NZD.
Yes, shopping at lornajane.nz is secure! Transactions are processed though the 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 accept credit card payments.
Please contact our Customer Care team via Live Chat for further assistance. Please note, the payment page will only process the payment once. If you see multiple charges on your card then you may have: a) clicked 'submit' more than once at the checkout stage due to poor internet connection or b) moved back to update and/or change your order or details.
When you choose PayPal as a payment method, Lorna Jane passes on the shipping address for validation. The address for shipping must match the address for payment on your PayPal account to process successfully. This is to ensure your security and minimise fraudulent transactions.
The promotional code must be entered in the 'promotion code' box at the cart stage of your checkout, then click 'go'. If the promotion has applied it will then be visible in your updated cart total. Please note only one promotion can be entered per transaction. Please contact our Customer Care team Live Chat team if you have any issues on checkout and they will be able to help in real time (6am to 10pm daily AEST). Once your payment has processed we cannot go back to assist you.
Select the Payment Method of “Gift Card” at Step 3 of the checkout process. Enter the barcode number and pin, Select Check Balance and Redeem. The payment will then apply. Please note, if splitting payments, pay with the gift voucher first, then select an alternative payment type for the balance.
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.
You will receive an order confirmation as soon as your order has been placed. You will receive a 2nd email with tracking information as soon as your order has been dispatched from our warehouse (generally the next business day). If it has been more than 3 business days and you have not received tracking information, please contact our Customer Care team via Live Chat with your Order Confirmation details and we will assist you further.
Orders to New Zealand addresses are sent using NZ Post and a tracking number will be provided to you via email. This can then be tracked directly with NZ Post.
Once an order has been placed, you cannot amend or cancel your order. Any changes must be completed upon delivery by following our Return Policy
For all international orders, Lorna Jane’s shipping charge is for transport costs only. As mentioned in our T&C’s, it 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. Please contact our Customer Care team via Live Chat on lornajane.com if you have any further questions.
Lorna Jane does not offer free returns. 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 so please use a trackable postage service.
To view our full returns and exchange policy, please click here.
All Gift with Purchase offers are subject to availability. Gift with Purchases cannot be exchanged or refunded and a warranty does not apply. Gift with Purchases cannot be redeemed for cash and are only available at time of purchase, subject to availability. In the event of a return, all Gift with Purchase products or other bonus items must be returned with the original purchase (in unused/unworn in original condition) otherwise the value may be deducted from your return
If you believe your item has a manufacturing fault, please contact our Customer Care team via Live Chat on lornajane.nz. You may also take your item into any of our Lorna Jane retail stores with your proof of purchase.
If you haven’t shopped with us on www.lornajane.nz before as a registered user, you will be required to register a ‘new’ account. Please use the same email address as in-store (the one you receive our emails from!).
For shipping information and costs, please click here.
We use NZ Post for all New Zealand addresses.
Lorna Jane ships to most destinations around the world via DHL. When entering your address details in the checkout process please ensure you select the correct country from the drop-down menu. If your country is not there, we do not ship to that destination, sorry! Please contact our Customer Care team via Live Chat for further assistance.
Promotional Codes are valid for the specified date only and cannot be used in conjunction with any other offer. One-time use promotions eg. 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 sent an order confirmation. Promotions where you receive a reduction on the second item will be applied at the checkout on the lower priced item. Gift with Purchase offers (upon meeting minimum spend requirements) are subject to availability. 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
We offer a Lorna Jane Gift Card that can be used either online at www.lornajane.nz or in any of our NZ L retail stores. The Gift Card can be of any value between $20 and $500 NZD. Gift Cards can be purchased online at lornajane.nz or in a Lorna Jane retail stores. Please note the maximum value that can be purchased online is $300 NZD. Please contact our Customer Care team via Live Chat if you wish to purchase above $300.
If you have selected a digital gift card, it will be sent to the email address you specify within 24 hours hour of placing your order, and will not be delivered physically to the specified "shipping address". If you haven’t received your gift card after 1 hour, please check your junk/spam email folder. Contact our Customer Care team via Live Chat with your order number if you need further assistance.