Ordering

  • No. You can check out as a guest. Creating an account allows faster checkout, saved addresses, and access to your order history.

  • Yes. You can place an order by phone by contacting Client Service using the number listed on the Contact Us page.

  • After checkout, you will receive an email confirming we have received your order. When your order ships, you will receive a dispatch confirmation.

  • Each product page includes images and essential product information. If you would like guidance before ordering, Client Service can assist.

Delivery

  • Estimated delivery is 1–2 weeks. Delivery times are calculated from dispatch. We will email you once your order is confirmed and again when it ships.

  • Yes. As soon as your order is shipped, you will receive a tracking number by email so you can follow the delivery.

  • Please check with neighbours, building reception, and any secure delivery area. If the parcel is still missing, contact Client Service with your order number and tracking details so we can assist with the courier inquiry.

Shipping, Duties & Taxes

  • We offer Express delivery for most destinations.

  • Shipping is included where indicated at checkout. Any exceptions are shown before payment is completed.

  • Duties and taxes are included where indicated at checkout (including shipments to the United Kingdom, Switzerland, and Norway). For destinations where duties/taxes are not included, any import charges are the responsibility of the buyer. If you are unsure, we recommend checking with your local customs office before ordering.

  • Yes. You can enter separate billing details at checkout.

  • No. Once an order has shipped, the shipping address cannot be changed. If you need assistance before dispatch, please contact Client Service promptly.

Changes, Made-to-order & Defects

  • Because each piece is prepared specifically for you, changes may be limited once production begins. If you need to cancel or modify your order, contact Client Service as soon as possible. We will confirm what is feasible based on the production stage.

  • Each piece is made especially for you; therefore, we do not accept returns. We kindly ask you to review measurements carefully before placing your order. If you need adjustments, please contact us—where possible, we can tailor your piece to your needs before production begins.

  • Yes. Please contact us before we begin production, and we will make the necessary adjustments where possible.

  • If your item arrives with a defect or you received the incorrect item, please contact Client Service with your order number and photos. For best support, we recommend notifying us within 14 days of delivery.

  • No, we do not currently offer a repair service.

Payments & Invoicing

  • We accept major credit/debit cards, PayPal, Apple Pay, Google Pay, and local payment methods (where available).

  • At this time, only one payment method can be used per order.

  • You will be charged at checkout.

  • If you forgot to apply a valid code, contact Client Service as soon as possible with your order number and the code. We will advise whether an adjustment is possible.

  • Yes. Please request an invoice on the day of purchase via Contact Us, and provide your billing details (and VAT number, if applicable).

Gifting & Packaging

  • Yes. During checkout, you may include a personalised message card and request a non-priced invoice.

  • All orders are delivered in Lorenne packaging, designed to protect the piece during transit and present it as a gift-ready purchase.

Materials & Craft

  • Our pieces are crafted using carefully selected alpaca-based fibres chosen for softness, warmth, and lightness. Each product page provides the exact fibre composition.

  • Our pieces are made in Peru, in collaboration with skilled artisans and workshops with a long tradition of alpaca craftsmanship.

Care

  • Your piece is made from fibres selected for exceptional softness and comfort. To preserve its appearance, avoid jewellery and accessories that may catch on the knit. Store folded rather than hung, and keep it away from direct light and humidity.
    Professional dry clean recommended. Always follow the care label.

  • Yes. Pilling is a natural characteristic of fine fibres, particularly in areas of friction. To maintain the surface, gently remove pills with a fabric comb or a depilling tool and avoid repeated rubbing against rough surfaces (for example, bags or coarse outerwear). If you would like guidance for a specific piece, contact Client Service.

  • Store folded rather than hung to preserve shape. Keep the piece away from direct light and humidity, and use breathable storage.

Account & Newsletter

  • Subscribe to our Newsletter to receive updates on new arrivals and selected announcements.

  • An unsubscribe link is included at the bottom of every newsletter email.

  • Select Forgot your password? on the login page and follow the instructions.