returns policy

Cancellation and Returns

We want you to love your purchase, but if for any reason you are not happy with it you can return any item within 14 days of receiving your order.  Products being returned must be unused, unaltered, unwashed and in their original packaging.

We aim to ship within 24 – 48 hours of an order being placed and payment confirmation being received.  Should you wish to cancel an order after payment has been accepted, please contact Bianca Lorenne via email at admin@biancalorenne.co.nz or by phone 1 800 705 393.  If an order is cancelled after dispatch, freight charges will not be refunded and it will be the purchasers responsibility to return the parcel at their expense.  Cancellations after this time will be at the sole discretion of Bianca Lorenne.

Bianca Lorenne reserves the right to cancel any order at any time without notification.

Returns

If you wish to return the products to us, please carefully package the items and enclose your original invoice with your order.

You then need to complete the returns form on our website. Go to ‘order status’ and ‘view your order’, select the items you wish to return and select ‘return products’. You will then be required to select the reason for return, enter the verification code and click ‘continue’.

You will be able to track the progress of your returns by selecting ‘My Account’ and then ‘View your return requests’.

We recommend you obtain a certificate of postage and insure your parcel as we cannot accept responsibility for parcels damaged or lost in transit. Please return to:
 

Bianca Lorenne Ltd

Unit 9/477A Devon Street East

New Plymouth 4310

NEW ZEALAND


We must ask you to ensure that the returned items are unused, unaltered, unwashed and in their original packaging. For hygiene reasons we do not accept returns on any silk products.

We will be happy to exchange the items for a replacement or to make a refund using your original method of payment.  Items returned after 14 days will not be entitled to a refund or exchange. We are not able to refund any delivery costs.

If you cancel your contract on this basis without returning the products to us, then we may recover the goods and charge you for any costs that we incur in doing so.  If you return the goods at our expense, then we will pass this cost on to you.

Unfortunately, we are unable to offer refunds or credits on sale items, unless the product is deemed faulty in which case please read the “Faulty Items” section.

Due to health regulations we are not able to accept returns for any silk products.

We will process all returns as soon as we can, but it may take up to 10 working days to complete.  We will email you once the return has been processed.

We love customer feedback, so to help us in developing our products and brand, we would love to know why the items were not suitable for you.  There is space on the returns form for this.

Change of Mind

In accordance with the Australian Consumer Law we are not required to provide a refund for a change of mind, however, we are happy to provide an exchange or credit should you change your mind within 14 days of the original purchase.  We offer a free fabric swatch service for up to three samples so please utilise this service if this would help you make your purchase.

Please see our “returns” section.

Personalised Items

We are not able to accept cancellations or returns on personalised items which have been made specifically for you. We are only able to offer a credit if the item is faulty.

If you have any queries or want to discuss your wishes before placing an order for a personalised item, please don’t hesitate to give us a call and we will be happy to help.

Faulty Items

We vigilantly inspect every individual item that leaves our warehouse and pride ourselves on our exceptional quality, so we are always disappointed on the very rare occasions that you have received a faulty product.  If you have identified the fault within 7 days of the date of receipt of the goods, then you can return the item under our normal return procedure for exchange.  If we cannot exchange the item for the same product then we will arrange a refund or offer an alternative. Our stylists would be happy to help you with your choice.   Please tell us of the fault so we can ensure that other items are not affected.

Follow our 'Returns' section to return the items.  On receipt of the return we will assess the fault and refund the delivery costs.

If a fault develops outside of the 7 day return period,  contact us on 1800 705 393 Monday-Friday 9am-3pm or by email on admin@biancalorenne.co.nz before you return the item so we can discuss the fault with you and the best way to deal with this.

We will incur all reasonable shipping costs if the item is deemed to be faulty and will advise the most appropriate method of returning the goods.  We will assess the goods when they are received to determine if they are faulty.  We will not cover shipping costs or provide a refund for items which are damaged due to mistreatment or normal wear and tear.

Upon receiving the item, if deemed faulty we will send you a replacement in the same colour and size.  In the event that the particular item has sold out and cannot be replaced, a full refund will be issued on the original purchase price.  Alternatively, you may choose to exchange the sold out item for another product or receive a gift voucher for use – any difference in price to either be credited or charged accordingly.

Refunds will only be made to the original purchaser using the method of payment that was used for the original purchase.

Please take extra care to read our Product Care page or any specific care instructions provided with your purchase. We cannot accept an item returned as faulty if the appropriate product care instructions have not been followed and the damage caused to the product is clearly due to wear and tear or misuse.

Many of Bianca Lorenne’s products are manufactured using natural fibres and handcrafted techniques.  Any irregularities that you may find are part of their unique hand crafted character.