Had an issue with

Lorna Jane

? Get a real response.

In-store (fastest for store purchases): Visit the store and ask for a store manager. Bring proof of purchase and the item (photos help). Many sizing/exchange or faulty-product issues can be fixed on the spot.

Live Chat (best for online orders): Go to lornajane.com.au/contact-us and click “Chat With Us.” Available Mon–Fri ~9am–5pm AEST (excl. public holidays). Explain the issue, attach photos, and ask for your preferred outcome (refund/exchange/repair).

Phone (limited): There is no dedicated customer service line. Lorna Jane’s HQ isn’t a standard support desk, but you can try it for escalations if normal channels stall.

Email / Webform: No public support email or standalone complaint form. Use Live Chat; if after hours, leave a message so the team can reply next business day. For returns, start via the Returns/Exchanges portal on the site.

Social DMs: If chat is busy, send a private message on Facebook/Instagram with your order number and a concise summary. Social teams often pass cases to Customer Care.

Have these ready: Order number, receipt, item name/SKU, clear fault photos, dates, and what resolution you want.

💡 Tip: Say clearly you’re lodging a complaint, describe the impact, and state the specific remedy you seek.

Acknowledgment: Live chat responds in real time during hours. After-hours messages usually get a next-business-day reply.

Assessment:

• Product faults: They may issue a prepaid return label to inspect, or process a quick exchange/refund if the fault is obvious.
  
  
• Order issues (missing/late): They’ll check warehouse scans and courier tracking; push for LJ to liaise with the courier on your behalf.
  
  

Communication channel: Updates come via the channel you used (chat → email follow-up; in-store → manager contact).

Timelines:

• Simple fixes (policy clarifications, exchange setup): immediate in chat or in-store.
  
  
• Refunds: typically processed within ~5 business days once approved. Returns processed after the parcel is received and checked.
  
  

Escalation: Complex cases can be handed to a senior team member for review.

Outcomes: Refund (full-price items within policy or proven manufacturing faults), exchange, repair, or goodwill (e.g., voucher) for service missteps. If a refund is due, it should go back to the original payment method.

• Refund vs store credit confusion: Refunds allowed on full-price items within 30 days, sale/final sale generally exchange or gift card only.
  
  
• Hard to reach support outside chat hours: No public email/phone for routine care. Use chat during AEST hours or social DMs.
  
  
• Product quality issues: Early holes, seams, pilling, colour fade. Provide photos and timeline; normal wear shouldn’t fail quickly, these faults should be remedied.
  
  
• Returns/refund delays: Postal returns can take time. Keep tracking details and follow up if timelines slip.
  
  
• Shipping problems: Wrong address, missing/damaged items. The retailer should help - insist LJ liaise with the courier or replace/refund.
  
  
• Policy surprises in-store: Some locations enforce stricter change-of-mind rules, always ask the return policy at purchase.