terms & conditions

Thank you for visiting the Bianca Lorenne website and we hope you enjoy browsing and discovering our range of exquisite bed linen and home textiles.

Please read these terms and conditions carefully. You will be asked to confirm that you have read and agree with them before ‘checkout’. We may update these terms and conditions from time to time, so we recommend that you check them regularly. If you have any questions regarding our terms and conditions then please call us on 1800 705 393, email admin@biancalorenne.co.nz or write to us.

Our postal address is Bianca Lorenne Limited, PO Box 219, New Plymouth 4310, New Zealand.


To help you understand our terms and conditions, here are some of our most frequently used phrases:-

• “Users” means the users of the website collectively;

• “Personal information” means the details provided by you on completing the questionnaire or contact form, or by placing an order

• “We/us” means Bianca Lorenne Limited

• “Website” means the website located at www.biancalorenne.com.au or any subsequent URL which may replace it

• “You” means the user of this website

• “Conditions” means the terms and conditions for the use of www.biancalorenne.com.au as set out in this document


Bianca Lorenne® is a registered trademark.


All designs, content and photographic material are subject to copyright and are wholly owned by Bianca Lorenne Ltd.  No designs, content or photographic material represented on Bianca Lorenne’s websites may be used without prior written authorisation.

Intellectual Property

The purchaser will not use, copy or infringe on Bianca Lorenne’s intellectual property, which means all intellectual property rights (whether created before, on or after the date of these Terms and Conditions and whether registered or unregistered) in respect of copyright,  any patents, trademarks, logos, designs, software, domain names, business or trade names, together with marketing concepts and designs, product knowledge, training systems and materials, protection of confidential information, circuit layouts, inventions, know-how, product or business concepts, details of product development, and any other identifiable result of intellectual endeavour, whether arising under statute or otherwise, and which relates to any of Bianca Lorenne’s products or services.

Use of the website

We hope you will enjoy browsing our website. However, we must remind you that you are provided with access to this website in accordance with these terms and conditions and any orders placed by you must be placed in accordance with these terms and conditions.

In particular, we ask you to confirm that:

• The Personal Information which you are required to provide when you place an order is true, accurate, current and complete in all respects

• You will notify us immediately of any changes to the personal information by contacting us by e-mail

• You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use

Product Information

Whilst we will take all care to ensure that the information provided on our website is correct and up to date, there may sometimes be variations in colour between digital photographs and actual.  Colour representation may vary slightly due to computer image quality and screen settings.  There may also sometimes be discrepancies between listed sizes and actual sizes due to the handmade nature of some of our products.  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.  Bianca Lorenne reserves the right to make changes to the information on the website at any time and without notice.

Wholesale/Trade Ordering

You can order by phone (1800 705 393), fax (NZ 64 6 7581776) or email to sales@biancalorenne.co.nz

Online Ordering

We have tried to make our ordering process as easy as possible. You can order online anytime or by phone if you prefer between 9am and 3pm Monday to Friday on 1800 705 393.

If you want to place an order from outside of Australia, please contact us on (64) 6 758 1771.

To order online, simply select your chosen products and click ‘add to basket’. Once you have finished shopping, proceed to the checkout. You will still be able to edit your basket at this stage before entering your delivery address and your preferred payment method. You will either need to log into your account with us, or create a new account – which is an easy process.

You will then be redirected to our secure payment page to complete your purchase. More information about this can be found in our “Payment” section.

Opening an online account with us

Opening an account with us will make it easy to track your orders and make ordering in future much quicker. All you need to do is provide your email address and create a password. Please keep this password safe and confidential.

We will never ask you for it. If you forget your password we will be able to send you a reminder. Once your account is created, we will send you a confirmation email. You will then be able to log into your account at any time to change your password, edit delivery addresses, amend personal details and track your orders.

Telephone Ordering

To order by phone, call us on 1 800 705 393 between 9am and 3pm Monday to Friday, where we will be able to take your order and payment over the telephone.

Once you have placed an order, we will send you an email confirmation of your order containing all the information you will need if you need to contact us with regards to your order. We will also send an email confirmation once your order has been dispatched.

No contract will exist between us until we are able to meet your order and send you an e-mail confirming it has been dispatched.

Unfortunately, there may be times when we are unable to fulfil your order and we may have to cancel. These occasions will be rare, but we reserve the right to cancel your order for any of the following reasons:

• The product is out of stock.  In this circumstance, we will contact you and advise you of your options

• There is an error in either the product pricing or description.  We will contact you to see whether you wish to proceed with the order

• If you do not meet any of the criteria set out below

In placing an order with us, we do ask you to confirm that:

• You are legally capable of entering into binding contracts and you have full authority, power and capacity to agree to these terms and conditions

• The information provided in your order is accurate and complete.  This includes all requested information in addition to your name, e-mail address, telephone number, delivery and billing address

• You will be able to accept delivery of the products at delivery address in Australia

• You are making payment using a valid paypal account and not fraudulently obtained

Your paypal account will be charged when your order is placed, processed & dispatched. This is the point at which a contract comes into existence.  This does not affect your statutory rights.

Payment (for online ordering)

Payment can be made via internet banking or Paypal.

We do not see or store any of your credit or debit card information. Credit or debit cards are processesd by our secure online payment provider Paypal.

We will take all reasonable care, in so far as we are able to do so, to keep the details of your order and payment secure. However, in the absence of negligence on our part, we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the website.

Delivery within Australia

We offer free delivery on orders over $200 AUD.  Standard delivery costs for orders less than this amount is $12.00 for Australia.  If you live outside of Australia, please contact us to discuss delivery options and costs before placing your order.

We will agree for the delivery of the products to the address given when you placed your order.  We will make every effort to deliver products during the timescale set out in our website, unless we notify you of any exceptional delay (which means we are not able to despatch your order within 14 days). We cannot be held responsible for late delivery due to circumstances beyond our control, such as extreme weather conditions, strikes or shortages apply.

If you would like your products to be delivered to your place of work, your delivery address must include the name of the company and the contact telephone number.

Estimated delivery time is 2 – 6 working days from dispatch. Deliveries for areas outside of major cities or where your item is dutiable or held in customs may take longer.   Bianca Lorenne have no control over the timing of your delivery and accept no liability for the timing of delivery, loss or damage to your parcel whilst in the hands of the courier.  Goods are insured up to the value of $2000.  If an item is out of stock then we will contact you to see what you wish to do.

Please note that Bianca Lorenne products are dispatched from New Zealand and should they be required to be returned, your goods will need to be sent back to Bianca Lorenne in New Zealand.  Please refer to our “returns’ section.

We send all our packages through New Zealand Post by Economy Courier.   You will receive an email with a tracking number confirming the dispatch of your order.  You can track the progress of your order by visiting www.nzpost.co.nz/tools/tracking.  All deliveries will require a signature on arrival.  If there is no one there to accept the parcel when it is being delivered, a card will be left on your premises.  You will need to contact the courier to arrange a redelivery.

It is your responsibility to provide an accurate delivery address and contact details.  A current contact number, as well as any additional information e.g. ideal delivery times or safe leaving locations should be provided in order to avoid multiple delivery attempts.  Multiple delivery attempts or parcel re-direction will incur an additional fee which will be billed to you the customer.

Delivery Internationally

For deliveries outside of Australia please contact us for freight costs and delivery time frames.

We send all our packages through New Zealand Post by Economy Courier.   You will receive an email with a tracking number confirming the dispatch of your order.  You can track the progress of your order by visiting www.nzpost.co.nz/tools/tracking.  All deliveries will require a signature on arrival.  If there is no one there to accept the parcel when it is being delivered, a card will be left on your premises.  You will need to contact the courier to arrange a redelivery.

All prices are in Australian Dollars (AUD).  The prices listed on the website do not include duties or customs charges which may apply (country specific).  Any additional charges applicable in the destination country will be charged to the recipient.

It is your responsibility to provide an accurate delivery address and contact details.  A current contact number, as well as any additional information e.g. ideal delivery times or safe leaving locations should be provided in order to avoid multiple delivery attempts.  Multiple delivery attempts or parcel re-direction will incur an additional fee which will be billed to you the customer.

Please note that Bianca Lorenne products are dispatched from New Zealand and should they be required to be returned, your goods will need to be sent back to Bianca Lorenne in New Zealand.  Please refer to our “returns’ section.

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 undamaged 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 despatch, freight charges will not be refunded and it will be the purchaser's 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.


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’.

Any item purchased online cannot be returned to one of Bianca Lorenne’s independent stockists.  They may however be exchanged through Bianca Lorenne headquarters via post.

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 4312


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

We will be happy to exchange the items for a replacement. Items returned after 14 days will not be entitled to an 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 receipt of 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, replacement 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 “How to return something” to return the items.

If a fault develops outside of the 7 day return period,  contact us on 1 800 705 393 or by email at 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 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.

Ethical Sourcing

Bianca Lorenne is committed to ensuring that we source and manufacture our products from and with suppliers and manufacturers who operate their business in an ethical manner.  We work closely with all suppliers and in most cases are able to visit the source of our goods on a regular basis.

Our suppliers all operate within their countries legal guidelines and provide secure, safe and consistent work for their employees.

Third Party Links

Bianca Lorenne will sometimes provide links to websites that we think may be of interest to you. We will not be responsible or liable for your use of any other websites which you may access via links within this website. Bianca Lorenne does not control these websites or their content. The links are provided as a service to users of the website and their inclusion does not constitute an endorsement or affiliation with Bianca Lorenne.

You acknowledge and agree that these links are provided as a service and their inclusion does not constitute an endorsement or affiliation with Bianca Lorenne.  As you have chosen to enter the linked website, we are not responsible for the availability of such external sites or resources, and do not review or endorse and are not responsible or liable, directly or indirectly, for

• the privacy practices of such websites

• the contents of such websites, including (without limitation) any advertising, content, products, goods or other materials or services on or available from such websites or resources

• the use to which others make of these websites or resources, nor for any damage, loss or offence caused or alleged to be caused by, or in connection with, the use of or reliance on any such advertising, content, products, goods or other materials or services available on such external websites or resources


Bianca Lorenne collects customer information that you give us when you register, open an account or place an order in an effort to improve your shopping experience. This information may include your name, billing and delivery addresses, phone number and email address.

Bianca Lorenne may also keep records relating to orders you have placed, copies of emails you send to us through our website or other correspondence you send us, together with notes we make relating to any phone conversations we have with you in the normal course of business. We will collect any feedback you give us about our products, website or service, however we won’t publish their content or source without obtaining your permission first.

We collect statistical and other information about your visit to and use of our website. We will also collect your responses to any surveys we may send you. You are not obliged to reply to these.

We use this information to process your order and contact you if we need to talk about your order. We may send you marketing communications which relate solely to our business containing news about products, offers and promotions which we think you may be interested in. We won’t send you these unless you have specifically opted in on our website or by email. We also use this information to improve our service, products and website through analysis of data and to enhance your shopping experience by personalising our website.

All information is strictly confidential, and is only used as a means to provide you with the information you have requested.

We will not reveal, disclose, pass on, distribute, share or license to any third party any personal information that you have provided unless we are required by law to do so.

We do not see or store any payment card details.

If you no longer wish to receive marketing emails from us, you can unsubscribe at any time by clicking the box on any marketing email that you receive or by accessing the ‘my account’ section of the website.

If you have any questions about this policy, please email us at info@biancalorenne.com.au or write to us at the address shown in our ‘contact us’ section.

Email addresses collected at Bianca Lorenne are only used internally. We will not sell or rent your email address to other companies. If you would like to unsubscribe from our email list, please email admin@biancalorenne.co.nz or call 1800 705 393, and we will remove your email address from the list as soon as possible.

Legal Notices

Our Rights

We reserve the right to:

• modify or withdraw, temporarily or permanently, this Website (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification or withdrawal of the Website

• change the conditions from time to time, and your continued use of the Website (or any part thereof) following such change shall be deemed to be your acceptance of such change.  It is your responsibility to check regularly to determine whether the conditions have been changed.

Intellectual Property and Right to Use

Bianca Lorenne own the intellectual property rights of this website design, logos, graphics, text and material. You may view, download and print pages for your own personal use only. Reproducing, copying, selling or distributing material from our website for commercial purposes is strictly prohibited.

Compliance with laws

The Website may be used only for lawful purposes and in a lawful manner.  You agreed to comply with all applicable laws, statutes and regulations regarding the website and any transactions conducted on or through the website.


You agree fully to indemnify, defend and hold us, and our officers, directors, employees, agents and suppliers, immediately on demand from and against all claims, liability, damages, loss, costs and expenses arising out of any breach of the conditions by you or any other liabilities arising out of your use of this website.

Limitation of Liability

Whilst we will use endeavours to verify the accuracy of any information you place on the Website, we make no warranties, whether express or implied in relation to its accuracy.  The Website is provided on an “as is” and “as available” basis without any representation or endorsement made, and we make no warranties of any kind, whether expressed or implied, in relation to the Website or any transaction that may be conducted on or through the Website.  This includes, but is not limited to, implied warranties of non-infringement, compatibility, security, accuracy, conditions of completeness or any implied warranty arising from course of dealing or usage or trade.

We make no warranty that the Website will meet your requirements or will be uninterrupted, timely or error free, that defects will be corrected, or that the site or that the server makes it available are free of viruses or bugs or represent the full functionality, accuracy, or reliability of the Website.  We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the Website.

We will not be liable, in contract, tort (including, without limitation, negligence) pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with a the conditions for:

•Any economic losses (including without limitation, loss of revenues, profits, contracts, business or anticipated savings); or

•Any loss of good will or reputation; or

•Any special or indirect losses suffered or incurred by that party arising out of or in connection with the provisions of any matter under the conditions.

Nothing in the conditions shall exclude or limit our liability for death or personal injury resulting from our negligence or that of our servants, agents or employees.


If any part of the conditions have been deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed to be severable from the conditions and shall not affect the validity and enforceability of any other remaining provisions of the Conditions.

Each provision of the conditions shall be construed as separately applying and surviving, even if for any reason one or other of these provisions is held to be inapplicable or unenforceable in any circumstances.

Entire Agreement

These conditions govern our relationship with you.  Any changes to these conditions must be in writing and signed by both parties.  You confirm that, in agreeing to accept the conditions, you have not relied on any representations save in so far as the same has expressly been made a term of these conditions and you agree that you shall have no remedy in respect of any representations.

Your statutory rights are not affected by these terms and conditions.  Nothing in this clause shall limit or exclude our liability in respect of any fraudulent or negligent misrepresentation whether or not such has become a term of the conditions.

Internet Cookies

Cookies are small text files stored on your PC when you visit our website and can be used in order for the site to run effectively or to identify your PC whenever you return to the website.

There are 2 main types of cookies that we use:

Session Cookies. These are temporary files and are erased when you close your internet browser. These are commonly used by websites to allow you to navigate it efficiently and so it remembers any information that you have entered on the site. However, when you restart your browser, the website will not recognise you. For example, ensuring that when shopping, the items placed in a basket are still there when you get to the checkout.

Persistent Cookies. These types of cookies remember the information and preferences entered on a website for future visits. For example, remembering your language preferences each time you return to the site.

The majority of cookies used on our website would have an intrusiveness level of zero, low or medium. This means if they are zero, they are vital to ensure proper functioning of the website, low are used to enhance the experience of a website such as remembering preferences i.e. text size or theme choices and medium intrusiveness are cookies that may be used to remember some personally identifiable information or can be used in a limited way to track people across the site. For more information on the intrusiveness of cookies please click here.

Cookies can be deleted or blocked using the settings within your internet browser. Instructions can be found by clicking here.

For further information about cookies and their uses please click here.

If you have any further questions or comments for us, please drop us a line at info@biancalorenne.co.nz or call on 1800 705 393.