Last updated: September 5, 2026
This policy explains voluntary returns, damaged or incorrect items, cancellations and refund timing.
30-day return window
You may request a return within 30 days after delivery. To qualify for a voluntary return, the item must be unworn, unwashed and in its original condition and packaging. It should be free from marks, fragrance, damage, alteration, pet hair or other signs of use beyond a reasonable inspection.
Email returns@lorneandeilea.com before sending anything. Include your order number, the item you want to return and the reason for your request. We will confirm eligibility and provide the correct instructions and return destination. Our registered business address is not a returns center. A parcel sent without authorization or to the wrong address may not be accepted.
Change of mind, design or size
For an approved return based on preference, design or size, the customer is responsible for return shipping. We recommend a tracked service because the parcel remains your responsibility until received. Original shipping charges, if any, are not refundable unless required by law.
We do not currently process direct exchanges. If another size or design is preferred, return the eligible item and place a separate order. This keeps availability, pricing and shipment tracking clear for both orders.
Damaged, faulty, incorrect or missing items
Contact us within 7 days after delivery if an item arrives damaged, faulty or different from the item ordered, or if part of the order is missing. Include the order number, a description and clear photographs where they help show the issue. Keep the item and available packaging while we review the request unless we advise otherwise.
We may ask for reasonable additional information needed to verify the problem. An unboxing video is not required for a valid claim. Depending on the circumstances, the appropriate resolution may be a replacement or a full refund. When a return is required for an approved damaged, faulty or incorrect item, we will cover the necessary return shipping. Your resolution is not dependent on whether a supplier reimburses us.
Order changes and cancellations
Send a cancellation, address change or size change request to orders@lorneandeilea.com within 2 hours of ordering. A request does not confirm that a change or cancellation has been completed. Because each set is made to order, changes and cancellations cannot be guaranteed after production begins.
If we cancel an item that we cannot fulfill, we will notify you and issue the amount due to the original payment method.
Inspection and refund method
Returned items are reviewed after receipt. An approved refund is issued to the original payment method within 5 business days after the return is received and inspected, or after an order issue is approved. We do not replace a monetary refund that is due with store credit unless you agree.
Your bank or payment provider may require an additional 5–10 business days to display an issued credit. This provider processing time is separate from our issuance time. If the credit has not appeared after that period, contact us with the order number so we can help trace it.
Fair use and mandatory rights
We may review unusual, incomplete or repeated claims using the available order, delivery and product evidence. We do not refuse a valid remedy solely because an item was produced after ordering. Nothing in this policy excludes warranties, remedies or consumer rights that cannot lawfully be limited.
Policy updates
We may revise this policy from time to time as our products, processes or legal obligations change. The current version is effective when posted and the date above identifies the latest revision. A return, cancellation or refund connected to an order is handled under the version presented when that order was placed, except where applicable law requires otherwise.
Questions before ordering can be sent to support@lorneandeilea.com.