Returns and Exchange Policy
Returns & Exchanges
At Loriana's, we want you to love your purchase. If you've ordered the wrong size or changed your mind about the style, we're happy to offer an exchange or store credit, provided your return meets the conditions below.
We do not offer refunds for change-of-mind purchases unless an item is deemed faulty.
Every order is carefully quality checked before it leaves us to ensure it arrives in excellent condition.
If you have any questions about sizing or fit before purchasing, please contact us-we're always happy to help.
For all return enquiries, please email return@lorianas.com or send us a message via email.
Exchange Eligibility
To be eligible for an exchange or store credit, your item must:
✓ Be unworn, unwashed, and in original condition
✓ Have all original swing tags attached
✓ Be free from makeup, fake tan, perfume, deodorant, body odour, or any other marks
✓ Be returned within the required timeframe.
Return Timeframes
New Zealand Orders
- Contact us within 5 days of receiving your order.
- Your item must be returned within 14 days of delivery.
International Orders
- Please contact us as soon as possible.
- Returned items should be sent within 7 days of receiving your order.
Return Shipping
Return shipping costs are the responsibility of the customer.
We recommend using a tracked shipping service, as Loriana's cannot accept responsibility for items lost or damaged during return transit.
If your item is confirmed to be faulty, we will cover the return postage costs.
Sale & Final Sale Items
All sale items are final sale.
Sale and clearance clothing cannot be returned or exchanged for another style or size, so please choose carefully before purchasing.
This does not affect your rights if an item is faulty.
Accessories
For hygiene reasons, all accessories are final sale and cannot be returned or exchanged unless they are faulty.
Store Credit
If your return is approved, a store credit will be issued.
- Valid for 3 months from the date of issue.
- Can be redeemed online or in-store.
- Store credit is non-refundable and cannot be exchanged for cash.
Limited Stock
As many of our collections are produced in limited quantities, we are unable to reserve replacement items while we wait for your return to arrive.
We recommend returning your item as soon as possible to avoid disappointment.
Custom Orders
All custom orders require full payment before processing.
Once payment has been received, your order will be processed on the next business day.
Estimated turnaround: 14–16 working days.
We will confirm your style, size, and order details before production begins. Once confirmed, no changes or cancellations can be made, so please check your order carefully before approving it.
Faulty Items
If you believe your item is faulty, please contact us immediately at return@lorianas.com with your order number and clear photos of the issue.
Once assessed, we will arrange a replacement, repair, store credit, or refund where appropriate in accordance with the New Zealand Consumer Guarantees Act.
Return Address
Loriana's
76 Charlestown Drive
Flat Bush
Auckland New Zealand, 2019
021 0830 2077