Menu

FAQ

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 us to speak to a Customer Service Representative, or alternatively you can contact our Covent Garden store directly on 0203 740 4701.

  • 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 +44(0)20 3874 8956, or  emailing customercare@lornajane.co.uk. Please note for the quickest response time we recommend calling or emailing our Team.  

  • What forms of payment do you accept?

    Lorna Jane UK is proud to accept Master Card, Visa payments, American Express, Delta/Connect or Maestro and PayPal. We do not offer Cheques or cash on delivery as payment methods.

  • Is it safe to use my credit card on lornajane.co.uk?

    Yes, shopping at lornajane.co.uk is safe and secure. Verified by Visa and MasterCard SecureCode are services that protect your card details with a personal password, designed especially for customers who shop online to give added security. They allow you to create your own password, which only you know, to use every time you shop online using these cards.

    You need to register your card with a password. You need only do this once, then whenever you use the card to shop online you will be asked to enter the password when you check out.

    You can do this as part of the check out process. When you confirm your order your bank may ask you if you wish to register your card. If you click yes, you will be directed to the bank’s website in order to do so. Alternatively you can contact the issuer of your card directly to register the card. To find out more about these services, visit theVerified by Visa website or the Mastercard SecureCode website. 

  • What if my credit card shows multiple charges?

    If you notice multiple charged please contact customercare@lornajane.co.uk.

  • 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 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?

    Hermes offer a trackable service. If your tracking number is not on your dispatch email, please contact us and we will track your parcel for you

  • 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.

  • Why is it that there are things on the website that are out of stock?

    We do try to keep the website up to date so that this doesn’t happen, however sometimes items sell out really quickly. When this happens we try our best to offer alternatives or let you know when they will be back in. We know this can be frustrating and are working hard to stop this occurring.

Returns and Exchanges

  • Can I return an item?

    You are welcome to return and item within 28 days of purchase provided you have the order confirmation or invoice and the garments must be unworn and in original condition with all tags in place.

    Lorna Jane UK 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. For free trackable returns we advise customers to use Royal Mail‘s Online Return Portal.

    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?

    Free shipping can only be provided through the use of our pre-paid Portal service with Royal Mail. If you choose a different method, you will be responsible for the payment.

  • If I purchase online can I exchange instore?

    Yes, the garment/s can be exchanged within 28 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 after 20/11/16, are eligible for our extended Christmas trading returns period.  You may return items purchased from 20/11/16, until January 21/01/17. 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 customer services team.  You are welcome to return your item to our Covent Garden store for an Exchange or Credit note only.

Shipping

  • How much does shipping cost?

    UK Orders:
    Standard Delivery (2-3 business days):

    Orders over £85 - Free Shipping
    Orders under £85 - £4  Flat rate

     Next Day Delivery:  £6  Flat rate

     International Orders:

    Do you ship Internationally?

    Lorna Jane ships to most destinations around the world via OCS. When entering your address details in the shopping cart please ensure you select the correct country from the drop down menu.

    The Standard Shipping Rate to all international destinations is a flat rate of £10 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

  • How long will I have to wait to receive my order?

    We aim to dispatch standard orders within 2 working days but postage is dependent on the country. You will be informed if we are experiencing any delays or are unable to fulfil your order for any reason. During our sale period, delivery times can increase due to a larger volume of orders.

    We advise all international customers to check the charges they may incur from customs from overseas orders. Please note that sometimes orders are held at customs for inspection. If you are worried about where your order is, please contact customer service and we will try our best to track your parcel.

  • What couriers do you use?

    We use the following couriers:

    • Hermes for all UK addresses
    • OCS for all international addresse
    • Royal Mail Tracked for returns
  • What happens if my order does not arrive?

Promotions & Special Offers

  • 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 UK 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 Card can be of any value.

    Gift Cards can be purchased online at lornajane.co.uk only.

    .