Had an issue with Lorna Jane? Get a real response.
How to submit a complaint with Lorna Jane
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.
Common complaints against Lorna Jane
- 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.
Lorna Jane complaints submitted through Ajust
I’ve been receiving unsolicited marketing texts from Lorna Jane for over two years, despite repeatedly asking to be removed. As an older customer, it felt disrespectful and exhausting to keep chasing something so basic. The messages just kept coming, and it left me feeling ignored and frustrated that my requests weren’t taken seriously at all. This shouldn’t be this hard to fix. - David
I contacted Lorna Jane after a really disappointing interaction with their customer service team. The response I received felt rude and dismissive, which caught me off guard because I’d always had a good view of the brand. Instead of feeling heard, I walked away feeling undervalued as a customer. It made me question how seriously they take feedback when something goes wrong. - Naomi
I had a gift card that was only three months past its expiry, and Lorna Jane flatly refused to extend it, even briefly. After spending $140, being told there was nothing they would do caused me real stress. I wasn’t asking for much, just a small extension, but the lack of flexibility and empathy made the situation far worse than it needed to be. - Helen
I ordered three items online from Lorna Jane, but only two arrived. The missing item was never sent, and dealing with customer care has been incredibly frustrating. I’ve spent time chasing something that should have been simple, yet there’s been no urgency or care to fix it. I’m still out of pocket for an item I never received. - Monique
How other consumers Lorna Jane complaints got resolved
Faulty leggings → gift card refund: A customer reported a hole after first wear via chat. They received a prepaid label and a gift card refund after following up.
Policy surprise in store → credit only: A change-of-mind return was past the policy window, resulting in store credit, not refund.
Damaged/missing delivery → escalation: A customer's Initial “contact the courier” response changed after they escalated. A replacement/refund was issued once photos and tracking were supplied.
- Ask for a supervisor/manager in chat or in-store.
- Try another channel: If chat stalls, DM Facebook/Instagram; or call HQ (+61 7 3252 5552) and request Customer Relations.
- Escalate in writing: Reply to any support/returns email you receive with “Complaint Escalation – [Order #]” and a concise timeline.
- Set expectations: Ask for a response timeframe (e.g., “48 hours”). Follow up if it passes.
- Keep records: Save chat transcripts, names, dates, return labels, and tracking numbers.
- Australian Consumer Law (ACL): Goods must be of acceptable quality. Proven manufacturing faults entitle you to repair, replacement, or refund, not just store credit.
- State/Territory Consumer Agencies (Fair Trading/Consumer Affairs): If unresolved, lodge a complaint; agencies can mediate.
- ACCC: Report systemic conduct (misleading practices). ACCC doesn’t resolve individual cases but pressures businesses to comply.
- Chargeback (last resort): If you didn’t receive goods or a promised refund, you can ask your bank/card issuer to dispute the transaction.
- Small claims tribunal (NCAT/VCAT/QCAT etc.): Rarely needed; a formal pathway if mediation fails.
- Contact & Live Chat: https://www.lornajane.com.au/contact-us
- Returns & Exchanges: https://www.lornajane.com.au/returns-exchanges.html
- FAQs: https://www.lornajane.com.au/faq
- Terms & Conditions: https://www.lornajane.com.au/terms-conditions
- Store Locator: https://www.lornajane.com.au/stores
- Consumer help (ACCC): https://www.accc.gov.au/consumers/problem-with-a-product-or-service-you-bought/if-a-business-wont-fix-a-problem
Lorna Jane Complaints FAQs
What’s the fastest way to get help from Lorna Jane customer support?
The fastest way to get help from Lorna Jane is live chat during business hours or visiting a physical store. Live chat operates Monday to Friday, 9am–5pm AEST, and is best for online orders, returns, and general questions. If chat is offline or slow, in-store staff can often resolve issues immediately, including exchanges and faulty product checks, saving you time and follow-ups.
Does Lorna Jane have a customer service phone number or email?
Lorna Jane does not offer a public customer service phone number or standard email support. Most customer queries are handled through live chat, with email only provided in specific cases when documents are required. If you prefer speaking to someone face-to-face or avoiding online chat delays, visiting a Lorna Jane store is the most reliable alternative for support and issue resolution.
What are Lorna Jane’s return and refund rules for online orders?
Lorna Jane offers a 30-day return window, with refunds or exchanges on full-price items and store credit or exchange for sale items. Change-of-mind returns incur a $10 return postage fee, while faulty items are protected under Australian Consumer Law. Knowing whether your item is full-price or on sale helps you choose the quickest option and avoid unexpected costs.
Why do some customers report problems with Lorna Jane refunds or support?
Customers commonly report refund delays, limited contact options, and inconsistent support experiences. Reliance on live chat can cause frustration when it’s unavailable, and some shoppers report quality issues like pilling or seam faults. Being aware of these common issues helps you prepare by keeping receipts, photos, and order numbers ready so you can push for a faster, fairer outcome if something goes wrong.
You’ve done your part, now it’s time to hold Lorna Jane accountable.
Take the final step and submit a complaint that gets seen and responded to.