Refund policy

Returns & Refunds Policy

Last updated: 19 October 2026

At Lorrina, we want you to feel confident when shopping with us. If something isn't quite right with your order, we're here to help.

We offer a 30-day return policy, giving you time to decide whether your purchase is right for you.

Below you'll find everything you need to know about returns, exchanges and refunds.

1. Our 30-Day Return Policy

You can request a return within 30 calendar days of receiving your order.

For returns under our additional 30-day policy, beyond your statutory cancellation rights, items must:

  • Be unworn, unwashed and in their original condition, except for reasonable inspection or trying on.

  • Have their original tags attached, where applicable.

  • Be returned with their original packaging where reasonably possible.

  • Be accompanied by proof of purchase or an order number.

You must notify us of your return request within 30 days of delivery and send the item back within 14 days of notifying us.

These conditions do not limit your statutory consumer rights, including your right to inspect goods and cancel eligible online purchases within the legal cancellation period.

2. How to Return an Item

Returning an item is straightforward:

  1. Contact us: Email [SUPPORT EMAIL] with your order number and the item you wish to return. You may include a reason, but this is not required when exercising your statutory cancellation rights.

  2. Prepare your return: Package the item securely to help prevent damage during transit.

  3. Send your parcel: Return the item to the address provided below using a postal service of your choice.

  4. Keep your proof of postage: We recommend using a tracked service and keeping your postage receipt until your refund has been completed.

Return address:

[RETURN RECIPIENT / COMPANY NAME]

[STREET ADDRESS]

[CITY, POSTCODE]

[COUNTRY]

Please note that the return address may differ from the address shown on the original shipping label.

3. Return Shipping Costs

The cost of returning an item depends on the reason for the return.

Change of mind, incorrect size or personal preference

Customers are responsible for the direct cost of return postage when returning an item because they have changed their mind, ordered the wrong size or no longer want the product.

You may choose your preferred postal service. Return postage costs depend on the courier, parcel size and return destination.

We do not charge any handling or restocking fees for standard returns.

Damaged, faulty or incorrect items

If you receive an item that is faulty, damaged upon arrival or different from what you ordered, please contact us at [SUPPORT EMAIL].

Where a return is necessary, Lorrina will cover reasonable return postage costs. We will provide return instructions and either arrange a prepaid return or reimburse reasonable postage expenses.

Your statutory rights remain unaffected.

4. Refunds

Once we receive your returned item, we will review it and process your refund in accordance with this policy and applicable consumer law.

For returns under your statutory cancellation rights, refunds will be issued without undue delay and no later than 14 calendar days after we receive the returned goods or receive evidence that you have sent them back, whichever is earlier.

For returns under our additional 30-day policy outside the statutory cancellation period, we will process eligible refunds within 14 calendar days of receiving the returned item.

Refunds are made to your original payment method unless you expressly agree otherwise.

Your bank or payment provider may require additional time to show the refund in your account.

Original delivery charges

If you cancel your entire order under your statutory cancellation rights, we will also refund the cost of standard outbound delivery, where applicable.

If you selected a more expensive delivery service, we are only required to refund the equivalent standard delivery charge.

For voluntary returns made outside the statutory cancellation period, original delivery charges are not refundable unless required by law.

5. Exchanges

If you would prefer a different size, colour or style, please contact us at [SUPPORT EMAIL].

We do not currently offer direct exchanges. The simplest option is to return the original item in accordance with this policy and place a new order for your preferred product.

The new order will be charged separately, and any eligible refund for the returned item will be issued to the original payment method.

This does not affect your rights to a remedy for faulty or incorrectly supplied goods.

6. Damaged, Faulty or Incorrect Items

We carefully prepare orders, but mistakes can occasionally happen.

If an item arrives damaged, faulty or incorrect, please contact [SUPPORT EMAIL] as soon as reasonably possible.

Include your order number, a brief description of the issue and photographs where available.

Under the UK Consumer Rights Act 2015, you may have a right to reject faulty goods within 30 days and receive a refund. Depending on the circumstances and when a fault is discovered, you may also be entitled to a repair, replacement or other remedy.

Where the goods do not meet your statutory rights, we will provide the appropriate remedy at no additional cost to you, including reasonable return postage where applicable.

7. Items That Cannot Be Returned

Certain products may be excluded from change-of-mind returns where permitted by law, including:

  • Personalised or made-to-order products manufactured to your specifications.

  • Sealed products that are not suitable for return for health or hygiene reasons where the seal has been broken after delivery.

Any applicable restrictions will be clearly identified before purchase.

These exceptions do not affect your statutory rights where an item is faulty, incorrectly described or otherwise fails to meet legal requirements.

Ordinary clothing items are not automatically excluded from returns simply because they have been tried on.

8. Your UK Statutory Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK customers purchasing eligible goods online have the right to cancel their purchase without giving a reason.

You have 14 calendar days from the day after receiving your order to notify us of your decision to cancel.

If your order contains multiple items delivered separately, the cancellation period generally starts from receipt of the final item.

After notifying us of cancellation, you have a further 14 calendar days to return the goods.

You may inspect or try on items as you reasonably would in a physical shop. If handling goes beyond what is necessary to establish the nature, characteristics and functioning of the goods, we may make a legally permitted deduction for any resulting loss in value.

To exercise your right to cancel, email [SUPPORT EMAIL] with a clear statement that you wish to cancel your purchase.

You may also use the optional cancellation form below.

Optional Cancellation Form

To: Lorrina

Email: [SUPPORT EMAIL]

I hereby give notice that I wish to cancel my contract for the purchase of the following goods:

  • Order number:

  • Product(s):

  • Ordered on:

  • Received on:

  • Customer name:

  • Customer address:

  • Date:

You do not have to use this form. A clear cancellation request sent by email is sufficient.

9. Cancelling an Order Before Delivery

If you wish to cancel your order before it arrives, please contact [SUPPORT EMAIL] as soon as possible.

If your order has not yet been dispatched, we will arrange cancellation and any refund due.

If your order has already been dispatched, you may still exercise your applicable statutory cancellation rights and return the goods in accordance with this policy.

10. Missing or Delayed Orders

If your order has not arrived within the delivery timeframe stated in our Shipping Policy, please contact us at [SUPPORT EMAIL].

We will investigate the delivery with the relevant carrier and work with you to resolve the issue.

If goods are lost or are not delivered as agreed, we will provide the remedy required by applicable consumer law.

For information about delivery estimates and shipping charges, please see our Shipping Policy.

11. Contact Information

If you have any questions about returns, refunds or your order, our customer support team is happy to help.

Brand: Lorrina

Operated by: [REGISTERED LEGAL BUSINESS NAME]

Email: [SUPPORT EMAIL]

Business address: [FULL REGISTERED BUSINESS ADDRESS]

Customer service hours: [ACTUAL SUPPORT HOURS AND TIME ZONE]

Response time: [ACTUAL EXPECTED RESPONSE TIME]

We aim to make every return request clear and straightforward.

Your statutory rights

Nothing in this policy excludes, restricts or overrides your statutory rights under applicable UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.