Need to contact Lorna Jane and make sure they reply?
Lorna Jane customer support overview
Lorna Jane offers support primarily through live chat and in-store assistance. The Customer Care team is available via live chat Monday–Friday, 9am–5pm AEST. Unlike many retailers, Lorna Jane does not provide a public customer service phone line or direct email — instead, shoppers are encouraged to use chat for real-time help.
In-store support is another key channel: staff can assist with returns, exchanges, and product queries on the spot. While the brand enjoys a positive reputation for stylish, quality activewear (ProductReview scores average 4.1/5), customer sentiment is more mixed on sites like Trustpilot (TrustScore ~2.1/5). This suggests inconsistencies in support, though the company actively responds to online feedback, highlighting its commitment to customer satisfaction.
Common Lorna Jane customer issues and complaints
Consumers report several recurring issues with Lorna Jane support:
- Contact limitations – reliance on live chat, which can be offline or unresponsive.
- Returns & refunds – $10 return postage fee for change-of-mind returns, plus occasional refund delays.
- Product quality concerns – reports of pilling, faulty seams, or defects after purchase.
- Gift card & order issues – digital gift cards not delivered promptly; split orders without clear updates.
- Strict return rules – sale items often limited to exchange or store credit only.
How to contact Lorna Jane customer support
Ways to reach Lorna Jane include:
- Live Chat (Fastest): Available on the Contact Us page, Mon–Fri, 9am–5pm AEST. Best for order queries, returns, and product help.
- In-Store: Visit any retail store for exchanges, returns, or product inspections. Staff often resolve issues on the spot.
- Email (Limited): Historically available, but today most requests are directed to live chat. Agents may provide an address if documents are required.
- Phone: No public customer service phone number. In rare cases, chat may arrange a callback.
- FAQs/Help: FAQs cover ordering, returns, and shipping basics.
💡 Tip: Always have your order number ready. If chat is unavailable, try again later or visit a store directly for faster resolution.
Lorna Jane key customer policies: refunds, returns, cancellations and more
- Returns & Refunds: 30-day return window. Refunds, exchanges, or gift cards for full-price items; sale items generally eligible for exchange or store credit only. Customers pay return shipping for change-of-mind returns. Faulty items covered under Australian Consumer Law.
- Exchanges: Free outbound shipping on exchanges.
- Order Cancellations: Online orders cannot be cancelled once placed. Mistakes must be handled via return or exchange.
- Price Match: No formal price match policy.
- Warranty/Performance Promise: Activewear covered under consumer guarantees. Certain items (e.g., Amy Leggings) come with a 12-month quality guarantee.
- Shipping Policy: Standard (from $11.95, free over $135) and Express ($16.95). 2–6 business days for standard, 1–3 days express. Tracking included. International orders available with regional restrictions.
Lorna Jane complaints submitted through Ajust
I kept asking Lorna Jane to remove me from their messages, but they kept coming through anyway. After years of trying to get this fixed, it felt like no one was actually listening. All I wanted was for someone to acknowledge the issue and stop the messages, but getting that simple response felt impossible. - David
My experience with Lorna Jane’s customer service left me feeling really dismissed. When I reached out for help, the interaction came across as rude and unprofessional, which surprised me given the brand’s reputation. It made me feel like my concerns weren’t worth their time, and I just wanted to be treated with basic respect when reaching out for support. - Naomi
I tried contacting Lorna Jane when one of my online order items never arrived, but every update felt like another roadblock. It was such a small item, yet getting someone to properly look into it was incredibly frustrating. I just wanted a simple resolution and some care in how my issue was handled, but it felt like no one was taking ownership. - Monique
I contacted Lorna Jane about extending my gift voucher after it expired, hoping they’d help me out. I explained the situation clearly, but getting a response felt harder than it should be. I just wanted a fair chance to actually use the gift, and it was frustrating not knowing whether anyone was taking my request seriously. - User
Recent experiences with Lorna Jane customer service
Positive: Shoppers praise store staff for friendly, solution-oriented support — e.g. immediate exchanges for faulty items.
Refund Delays: Some customers reported refunds were not processed until follow-up, but support eventually corrected the issue.
Live Chat Issues: Users frustrated when chat appeared offline, though persistence or retrying usually led to a resolution.
Official Lorna Jane Customer Service Links & Contact Information
- Contact Us (Live Chat): lornajane.com.au/contact-us
- Store Locator: Find a store
- FAQs/Help Center: lornajane.com.au/faq
- Shipping & Returns Policy: lornajane.com.au/shipping-and-returns
- Terms & Conditions: lornajane.com.au/terms-and-conditions
- Social Media: Instagram @lornajaneactive, Facebook @LornaJane
Lorna Jane Contact FAQs
How can I get the fastest help from Lorna Jane customer support if live chat is offline?
The fastest way to get support when live chat is offline is to visit a Lorna Jane store for immediate help. Store teams can process exchanges, inspect faulty items, and give answers on the spot, saving you time. For busy consumers who can’t afford delays, this avoids waiting for chat to reopen and gives you a clear path forward. If the issue relates to an online order, staff can guide you on what to do next so you’re not left stuck.
What are Lorna Jane’s return rules for refunds, exchanges, and sale items?
Lorna Jane offers a 30-day return window with refunds, exchanges, or gift cards for full-price items. Sale items usually qualify for exchange or store credit only, not refunds. Change-of-mind returns require you to pay the $10 return postage fee, while faulty items are covered under Australian Consumer Law. Understanding these rules upfront helps you avoid surprises and choose the fastest option to get your issue sorted.
Why do customers report issues with Lorna Jane refunds and product quality?
Customers commonly report refund delays, product defects like pilling or seam faults, and slow responses when live chat is unavailable. These mixed experiences explain why ratings differ across review sites. Knowing the common problems helps you act quickly and keep proof of purchase or photos so you can get a fair outcome under the brand’s policies and consumer guarantees.
Does Lorna Jane offer phone or email customer support if I prefer not to use live chat?
Lorna Jane does not offer a public customer service phone line and generally directs consumers to live chat instead. Email is used only when agents request documents. If you prefer in-person support, stores can help with returns, product issues, or exchanges without needing a phone call. This gives you an alternative path if chat is busy, offline, or not responding.
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