RETURNS POLICY

We hope you love your new Lorna Jane products just as much as we loved creating them for you. Ultimately the decision on size, style and to purchase is up to you as a customer. We understand, however, that sometimes things don’t go to plan. When this happens, here is our commitment to you.
 

INSTORE RETURNS

If for any reason you change your mind and no longer want an item(s) you have purchased from our Lorna Jane showroom or retail stores, please return it to us instore within 14 days of purchase for an exchange or gift voucher equal to the value paid for the item (s). It is important that the item(s) and any packaging, tags and ticketing which the goods came with/in are in original condition. No change of mind refunds are permitted. If the item(s) are deemed to have a genuine manufacturing fault, a refund may be issued. Proof of purchase is required for all exchanges to clearly identify that the item(s) were purchased from a Lorna Jane retail store. Proof of purchase is required for all items with a manufacturing fault.
 

FINAL SALE - WAREHOUSE SALE ONLINE RETURNS

Sale items purchased from https://www.lornajane.nz/warehouse-sale (and its respective categories) are considered Final Sale, and therefore cannot be returned for a refund, exchange, store credit or gift card, either instore or online. If these items (product codes 041999 or prior, LB0200, LB0201, LB0131, LB0124) are sent back as a return request they will be sent back to you. Please choose your warehouse sale items carefully and speak to our Live Chat stylists should you have any questions pre-purchase. Thank you!
 

ONLINE RETURNS

If for any reason, you change your mind and no longer want a full price item(s) purchased from lornajane.nz, please return it to us instore or online within 14 days of purchase for an exchange or gift voucher equal to the value paid for the item(s). Sale items (excluding items advertised as ‘final’ or ‘warehouse sale’) can be returned for either an exchange or gift voucher valid for 12 months. Full price item(s) are valid for a refund and must be returned to our online store to be processed via the payment method used at the time of purchase. Lorna Jane retail stores are unable to process refunds for online purchases. It is important that the item(s) and any packaging, tags and ticketing which the goods came with/in are in original condition. If the item(s) are deemed to have a manufacturing fault a refund may be issued. Proof of purchase is required for all returns and exchanges to clearly state that the item(s) were purchased from lornajane.nz.

 

For Online returns, exchanges and refunds please download a copy of our Returns/Exchanges form HERE and send your item(s) to:

Lorna Jane Online Return Orders
950 Great South Road
Penrose, Auckland, 1061
New Zealand

We recommend that you return items using a trackable postage method. Lorna Jane will not be held liable for parcels lost in transit. Please allow 7 business days for the return to be processed and credited to your account. Please note that the cost to return items to our Online store is at the customers expense.  

 

ACTIVE CONCIERGE

If, for any reason, you change your mind and no longer want an item(s) purchased through our Active Concierge service, please return it to us within 14 days of purchase for an exchange or gift voucher equal to the value paid for the item(s). It is important that the item(s) and any packaging and ticketing which the goods came with/in are in original condition. No change of mind refunds are permitted. If the item(s) are deemed as a genuine manufacturing fault a refund may be issued. Proof of purchase is required for all exchanges to clearly identify that the item(s) were purchased from a Lorna Jane retail store. Please download a copy of the Active Concierge Returns/Exchanges form here and send your item(s) to:

Lorna Jane Active Concierge
PO Box 1105
Eagle Farm, QLD, 4009;
Australia

Please note you may incur the postage of the replacement items(s).
 

*SPECIFICS

Refunds, gift vouchers or exchanges will not be provided for change of mind for any personal care merchandise (such as lip balms, body scrub, intimate clothing etc.) unless the products are deemed to have a genuine manufacturing fault.
 

*RETURN OF GIFT WITH PURCHASE OR PROMOTIONAL ITEMS

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. In the event of a 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.
 

OUR PERFORMANCE PROMISE

Every Lorna Jane garment is performance tested by our team and fit tested for real life feedback. As our Customer there are certain guarantees that are made 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 is unsafe, 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 contact our Customer Care team or visit your local Lorna Jane store with your product and proof of purchase. Any returned items that have been worn must be washed prior to return please.
 

AFTERPAY

Afterpay is a payment method available at www.lornajane.nz . Orders purchased with Afterpay requiring exchange, gift card or refund, can only be returned to our warehouse. We cannot process these in our showroom or pop up locations. Afterpay sets the terms, conditions and spend limit of this payment method should you choose to use it. Our regular ONLINE sales policy applies to these purchases. If you return your item(s) purchased online with Afterpay and are valid for a refund, your initial payment will be returned in full and the remaining payments cancelled at no extra charge. If you link your Afterpay account to a debit or credit card, please be aware that standard fees and charges may be applicable. 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.