FAQ's

Orders & Shipping

Our standard shipping options available through our website may not be the only options available - we can create Demi-Couture pieces for customers worldwide.

If your destination is not currently listed below, please drop us an email at customercare@lornjean.com with the item(s) which you are interested to purchase. We will look into an alternative postal service for you and if possible, provide you with a quote for shipment to your destination.

We ship domestically in the UK.

We currently offer delivery to Europe in the following territories:

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.

We currently offer International Delivery to the following territories:

Hong Kong SAR China, Singapore, Australia, New Zealand, United States. 

Items which we have ready will be dispatched to you within 48 hours. Your chosen delivery service and timeframe will then apply once the item has been dispatched. We will keep you updated along the way. Please note that some delivery services may experience unexpected delays due Covid-19 interruptions. We only ship items via tracked services and therefore you will be able to track your item and stay up to date on the delivery information.

Made-to-order items vary on how long we take to create your item - this will be clearly listed on an item page or communicated to you via email prior to you placing an order.

Please allow an additional 5-10 working days for personalised or engraved items.

Returns

UK Returns

LORNJEAN® offers Complimentary UK returns with Collect +. You may choose to return your parcel via another method (we highly recommend only ever returning items via a tracked method), but please note that you will be required to cover the cost of choosing to return your parcel without our FREE returns service. Read our full returns policy here.

Europe & International Returns

We hope to be able to provide complimentary returns in the future as we grow, however we are currently unable to absorb this cost. We hope that this does not deter you from shopping with us, but we equally understand the barrier that this causes. We sincerely apologise for this inconvenience. You will be liable for the cost of return postage to us and we highly recommend using a tracked service. We are unable to process refunds until we receive the return. Read our full returns policy here.

Please note, if you will be unable to return your item within 14 days due to self-isolation or covid restrictions, please let us know and contact us via email customercare@lornjean.com

Made-to-order, Demi-Couture, Ready-to-wear and Personalisation

Demi-couture pieces are beautiful, hand-made designs crafted with the highest quality materials and sewing techniques which are sure to catch the eye. They sit between Haute Couture and Ready-to-wear. Some Demi-Couture pieces may be available to order immediately in select sizes, but they are mainly made-to-order in your chosen size. Demi-couture combines the handcraft skill and detail in haute couture, with the availability in set size ranges. We can, if we have the availability, offer to create a Demi-Couture garment to your size specification as couture - this will add to the time and cost of the piece.

Ready-to-wear garments are designed and produced in a set size range and will be much less intricate than the Demi-Couture line. However, we still provide extreme attention to the cutting of beautiful silhouettes and a focus on fit within the range. We are just as obsessive over our choice of high quality fabrics too.

Made-to-order items, and personalised items are non-returnable and non-refundable. This is because the piece has been specifically altered or made for you. If you are unhappy for any reason though, please do contact us and let us know.

It's nice to hear one of the pieces has caught your eye. Our Demi-couture prices generally range from £2400 - £15000. Showpieces or commissions for exhibitions can be significantly more than this, subject to the detail of the request. The price can vary, largely depending on the time-consuming nature of the design as well as your requirements. If the item, for example, is encrusted with crystals and 18ct or 24ct gold, this increases the cost due to the materials used and the skill in making the garment.

To express your interest in a piece, simply email us at enquiries@lornjean.com and we will get back to you swiftly! Please note, we also have limited availability within our studio for made-to-order and Demi-Couture items, although we always try to accommodate requests where we can. Demi-Couture pieces normally take at least 8 weeks to complete so please do keep this in mind.

LORN JEAN demi-couture or made-to-order dresses, garments and accessories are sold at a fixed price worldwide and we do not offer markdowns on our previous collections. We may on occasion offer the sale of 'sample' items online, which have been developed in our studio during collection design phases and are in limited supply - these will be labelled as samples.

General FAQs

Yes, we are still here for any order requirements online!

We are also available via email for any Demi-Couture enquiries at : enquiries@lornjean.com

Thanks for considering Lorn Jean in your post. Send an email to press@lornjean.com and we’ll get back to you!

Thanks for letting us know and we are sorry you feel this way. Send us an email to customercare@lornjean.com and we will be happy to assist you, asap. As you will be aware, we do not offer a full refund for such orders as we have made them specifically for you. However, we can certainly help you with alterations and will be happy to hear your request.

No, import duties, taxes, and charges aren't included in the item price. We only charge TAX on UK orders. Please note that you will be responsible for the TAX in your destination country. We do, where possible, try to send items to you with Duty paid, to reduce the risk of charges on receipt of the goods. Please note, we cannot guarantee this and you may be subject to charges on the import of your item. If you have any concerns or would like to ask any further questions regarding this, please contact us at customercare@lornjean.com

Yes, of course. On checkout, you will see a section called 'Order note / gift request'. Simply add your request for gift wrap in this box, along with a gift message if you want, and we will send this with your order.

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