Refund policy

Every order comes with a 30-day money-back guarantee, including sale items, and faulty items are always covered by Australian and New Zealand consumer law.

Lorne & Co is operated by Monolith Ecommerce Pty Ltd (ABN 23 699 657 317).

30-day money-back guarantee (change of mind)

If you change your mind, you can return any item within 30 days of delivery, including sale items, for a refund to your original payment method.

  • Condition: items must be unworn outside the home, unwashed, with the original tags attached. Trying them on at home is fine.
  • Return postage: you send the items back and pay the return postage. The original shipping cost isn't refunded.
  • Bundles and free items: if you return part of a bundle or a "buy X, get Y free" deal, we refund what you paid less the price of the items you keep, at the best deal they still qualify for. Email us first and we'll confirm the amount.
  • Different size? Email us and we'll arrange an exchange, subject to stock. You pay the postage to send the original item back.

Faulty, damaged or incorrect items

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Customers in New Zealand have the same kind of rights under the Consumer Guarantees Act 1993.

If an item is faulty, damaged, not as described, or not what you ordered:

  • Contact us as soon as you notice the problem. There's no fixed deadline; your rights last for a reasonable time.
  • For a major problem, you choose a refund or a replacement. For a minor problem, we'll replace or refund the item.
  • Send the item back with tracked postage and keep the receipt. We'll pay you back the return postage along with your refund or replacement, and refund your original shipping cost.
  • There are no restocking or processing fees, and these rights apply to sale items and to items that have been worn or washed.

How to return

  1. Email support@lorneandco.com.au with your order number, the items you're returning and why. For a faulty item, add a photo of the problem.
  2. We reply within 1 business day with the return address.
  3. Pack the items securely and send them with tracked postage. Keep your receipt until your refund arrives.
  4. Please don't send items back without contacting us first, so we can match them to your order.

Refunds

We refund within 5–7 business days of receiving your return, to your original payment method. Your bank may take a further 3–10 business days to show it. Afterpay refunds go back to your Afterpay account, and PayPal refunds to PayPal.

Questions

Email support@lorneandco.com.au, and we'll reply within 1 business day.