Shipping & Returns (Lorenne)
Shipping
Order preparation
Lorenne orders are prepared in Spain. Each piece is made to order, and production begins shortly after your purchase is confirmed. Orders typically ship within 1–2 weeks. During peak periods, preparation may take slightly longer.
Shipping method
We ship via DHL Express. Delivery times are calculated from the date the parcel is dispatched (not the purchase date).
Delivery timeframes (indicative)
European Union: usually 1–3 business days after dispatch
United Kingdom, Switzerland, Norway: usually 2–4 business days after dispatch
North America: usually 2–5 business days after dispatch
Rest of the world: usually 3–7 business days after dispatch
Please note that delivery can be delayed by factors beyond our control (customs inspections, severe weather, service disruptions).
Signature on delivery
For security, DHL may require an adult signature. If delivery cannot be completed, DHL may re-attempt delivery or route the parcel to a local service point in accordance with DHL procedures.
Tracking
Once your order is handed to DHL, you will receive a shipping confirmation email with a tracking number so you can monitor progress online.
Shipping costs
Shipping costs (if applicable) are shown at checkout before payment is completed.
Duties and taxes (international orders)
For shipments within the EU, VAT is applied according to applicable rules at checkout.
For shipments outside the EU, local import duties, taxes, and handling fees may apply depending on your destination. Where these charges are not collected at checkout, they are typically requested by the carrier or local customs authority before delivery.
Refused or uncollected deliveries
If a parcel is refused, unclaimed, or returned to us due to an incorrect delivery address provided at checkout, any return shipping costs and associated fees charged by the carrier may be deducted from any amount that is refundable under our policies and applicable law.
Returns & Refunds
No returns for made-to-order / personalised items
Lorenne pieces are made especially for you. For this reason, we do not accept returns or exchanges, except where the item is defective or incorrectly supplied.
We encourage you to review measurements and product details carefully before placing your order. If you require sizing adjustments, please contact us as soon as possible after purchase so we can advise whether changes can be accommodated before production begins.
Defective or incorrect items
If your order arrives with a defect or does not match what you purchased, please contact us at contact@lorennedk.com within 14 days of delivery, including:
your order number,
clear photos of the issue, and
a short description of the problem.
We will assess the case and, where appropriate, arrange a repair, replacement, or refund in line with consumer protection rules.
Refund method and timing
Approved refunds are issued to the original payment method. Processing times may vary depending on your bank or payment provider.
Statutory rights
Nothing in this section limits any mandatory consumer rights that apply under Spanish and EU law (including legal guarantees for non-conformity).
Contact
For shipping questions, delivery issues, or post-purchase support, please contact:
contact@lorennedk.com