This document sets out the Terms & Conditions of the Lorna Jane Active Concierge Service provided by Lorna Jane Pty Ltd. These Terms & Conditions are intended to protect you and Lorna Jane Pty Ltd. These Terms & Conditions will apply to you (the Customer) upon placing an order with Lorna Jane Pty Ltd. Please acknowledge these terms when placing an order with the Lorna Jane Active Concierge Service. If you do not understand these Terms & Conditions of use and wish to seek further information call our Customer Care team on 13 89 90.
1. Lorna Jane Pty Ltd offers a personalised shopping service to locate extremely popular and difficult to find products on behalf of customers through their Active Concierge service.
2. Your Lorna Jane Active Concierge Team Member will locate your desired product in one of our Australian retail store or warehouse. Upon confirmation of the stock availability, payment is required in full for the product/s and shipping (that may be applicable) to confirm the order and prepare for dispatch.
3. For Active Concierge orders delivered to an Australian address - The total cost of an order is the price of the product plus delivery charges. The delivery and handling fee is a flat rate of $10.00 (AUD). Orders over the value of $200 will receive complimentary free shipping. We use Australia Post Express Post for all Australian deliveries.
4. For Active Concierge orders delivered to an International address - The total cost of an order is the price of the product plus handling and delivery charges. The handling & delivery fee is a flat rate of $20.00 (AUD) to New Zealand and $75 to the Rest of the World. If you require product to be sourced from more than 1 location, then a $10 charge per location will apply. We use DHL for all international deliveries. Please note international delivery charges do not include import liabilities (customs/duties) that may be applied by the destination country. We recommend you investigate this prior to ordering to make an informed purchase decision. Please refer to https://www.lornajane.com.au/shippinginformation for more information on shipping internationally.
5. Upon placing an order you will be asked to confirm your delivery address. It is the responsibility of the customer to provide correct details and a safe address to ensure packages are delivered correctly. Please provide the business name if your delivery address is a commercial property.
6. Acceptance of your order and the information of a contract between Lorna Jane Pty Ltd and the consumer will only take place when payment has been authorised.
7. All orders placed via the Lorna Jane Active Concierge Service are subject to acceptance by the Lorna Jane Active Concierge team and are based on stock availability. Lorna Jane reserves the right to withdraw any orders and refuse payment for orders, for any reason. Please allow up to 48 hours (excluding weekends) for a response to your initial order enquiry. This may vary through periods of sale and increased demand.
8. Promotions running instore and online are applicable to Lorna Jane Active Concierge orders. Note the conditions of the promotion must be met in full. For example, if a promotion is running instore, the customer must purchase the product/s required to be eligible, in a single transaction. All promotions will be at the discretion of the Lorna Jane Active Concierge Team.
9. Gift with Purchase Offers will be available on Lorna Jane Active Concierge orders however all required product/s needed to be eligible must be purchased in a single transaction.
10. Refunds are not applicable for Lorna Jane Active Concierge orders unless the product/s has a genuine manufacturing fault.
11. You are welcome to exchange items purchased using the Lorna Jane Active Concierge Service at your nearest Lorna Jane store within 14 days of purchase, provided you have your receipt, the original swing tags and garment tags are intact, and the items have not been worn and are in original condition. If you are not able to process an exchange in store, you may send the product back to:
Lorna Jane Head Office
PO BOX 1105, Eagle Farm QLD 4009
Please note all postage charges including the return of the product/s and the postage of the replacement product/s are at the cost of the customer. Click here to download your Active Concierge Exchange Form
12. Active Living Rewards members can earn Reward Points as per the standard Active Living Rewards terms and conditions when they use the Lorna Jane Active Concierge service.More information about the Lorna Jane Active Living Rewards program can be viewed at https://www.lornajane.com.au/activelivingrewards