We want you to be 100% happy with your online purchase from LORETA.

You may return most new, un worn items within 14 days of delivery for exchange or store credit. 

 

I want to call you. What are your working hours?

We’re in the office from 9.00am – 5pm AEST Monday – Friday. Currently, we only offer support via email. All emails are responded to within 1 working day.

 

Can I place an item on lay-by/hold?

Yes, we offer zipPay, zipMoney & AfterPay.

Where are you located?

We’re based in Melbourne, Werribee.

 

Can I cancel my order?

No. Once your order has been placed it is final. If the item (s) are no longer required please return within 14 days. AfterPay orders are STRICTLY non-refundable. 

If your order is cancelled, you will be given a store credit. 

I didn’t receive an order or shipping confirmation. What should I do?

We’re sorry to hear that. It’s possible the email has gone to your junk folder or maybe we have an incorrect email address for you. If this happens, please contact us straight away so we can verify whether the order has been placed and resend your confirmation.

 

My tracking code doesn’t work.

Sometimes tracking codes don’t become active until 72 hours after dispatch.
If your tracking details do not show up after this period, please contact the LORETA support team at help@loreta.com.au

 

Do you offer exchanges?

 

Yes. Please include a new AUSPOST prepaid satchel with your return, these can be purchased online or over the counter from AUSPOST.

 

Will I have to sign for my parcel?

We understand that you might not be at home to sign for your parcel; therefore they can be left in a safe place or left with a neighbor at your request. Please be aware that any instructions left are only requests and are not guaranteed. If this isn’t possible, a calling card will be left which will include details of how to re-arrange delivery.

 

How can I access my store credit?

A member of our team will email you the store credit Code. Store credits are valid for 24 months (Store Credits can be extended if required).

 

How does store credit note work?

When you return an item, you will be issued with a unique code which you can use at checkout to purchase a replacement. Simply copy and paste the code in the discount code box at checkout for the credit to be applied.

 

Can I pick up an item from your warehouse?

 

We, unfortunately, do not offer a pickup option yet.

 

What if my order is not delivered on time?

In the very unlikely event that we cannot ship out your order within the stated delivery time, we will endeavor to ship it as soon as possible, and if this does not suit, you may request an exchange or store credit.

What payment methods do you accept? Mastercard, American Express, Visa, zipPay, zipMoney, ApplePay & AfterPay.

 

   

My question isn't listed.

Please please contact us: help@loreta.com.au

A member from LORETA team will respond to you within 1 working day.