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Are my details safe with Lorraine Lea?

Lorraine Lea values your privacy. We will only collect customer information that enables us to deliver superior service to you, the customer.

We maintain the name, postal and email addresses, telephone number, payment and order information of customers when they order from us.

The information collected is used for billing and delivery purposes and to measure customer interest in our products. As part of the Privacy Act 1998 and the Spam Act 2003, customers can advise us at any time if they no longer wish to receive correspondence from Lorraine Lea, by email or mail to PO Box 362, Ferntree Gully VIC 3156. View the full Privacy Policy for more details.

How do I find an Independent Stylist in my area?

To find your nearest Lorraine Lea Independent Stylist and book an event, please click here.

How do I contact Lorraine Lea head office?

If you have any questions, please get in touch with our Customer Support team via the online form, or by email.

Our mission

We understand you want more from your shopping experience – more personal attention, more style, more value, more service and more fun.

Our commitment is to seek out stylish and quality merchandise and to supply a personal and fulfilling service right to your, or your host’s front door.

Our friendly, knowledgeable Independent Stylists are committed to delivering a personal shopping experience you will remember. In the end, our promise is simple: we take complete pride in the quality of our products and want you to fall in love and stay in love with them.

Where is your head office based?

Scoresby, Victoria 3179.

What is the delivery cost for home styling event orders?

A $16.50 flat shipping rate applies to all orders Australia wide.

Free shipping on all orders $275+.

What are your standard delivery times?

Once your order is received, our warehouse team will package and ship your order as quickly as possible. Once your order is shipped you will be sent a confirmation email detailing your purchase and tracking number. Shipping estimates are calculated from the date your order is received by Lorraine Lea and includes warehouse processing times.

Standard Australia Post shipping estimates:

  • VIC, NSW & ACT: 3 – 6 business days
  • QLD, SA & TAS: 4 – 8 business days
  • WA & NT: 10 – 16 business days
Note:
  • Outer-regional areas may experience slightly longer shipping times.
  • Delivery dates are an estimate only and Lorraine Lea will not be liable for any loss or damage due to any unforeseen or unavoidable delay in delivery, including order volume, stock availability or Australia Post and Toll delivery issues. During major promotional or sale events, online orders may take slightly longer to deliver due to high order volumes. We will always endeavour to ship your items as soon as possible.

What is the delivery cost for online orders?

A $16.50 flat shipping rate applies to all orders Australia wide.

Free shipping on all orders $275+.

Do I need to be home to receive my order?

You may give authority to our carriers to leave the package unattended at your address without a signature. However, if you opt to leave your order unattended, Lorraine Lea will not be responsible for any lost or stolen packages.

Can I arrange my own shipping?

No. All orders from Lorraine Lea must be dispatched using our courier network due to insurance regulations.

Do you ship internationally?

We currently do not offer international shipping. We have a bold vision for international expansion in the future.

How are Host Rewards calculated?

As a thank you for hosting you will be rewarded with free and discounted products.

Host Credits are based on:

  • 10% of your total guest sales, unlocked at $500, plus
  • $20 for each event booking^

For example, if you host an event with $1,000 in guest sales and two event bookings, you’ll receive $140 in Host Credits to spend on products of your choice.

Half price items are also calculated on total guest sales and number of event bookings:

Host Rewards
Guest sales & event bookings
$ in free products
Half price items
$1,000 + 2 bookings
$140
2
$500 + 2 bookings
$90
1
^Event must have a minimum of 1 purchasing guest (not including host).
*Host Credits cannot be used to pay the balance of half price items.
Some examples of half price items include: 2 sheets in the same size, flat or fitted, plus 1 pillowcase for a single set or 2 pillowcases for Double, Queen or King. The host can choose either Standard or King size pillowcase/s. A King Single sheet set comprising 1 King Single fitted sheet and 1 Double flat sheet (or 2 of either type) and 1 Standard or King pillowcase. For everything else in the range, individual products are counted as one item. Host may choose any combination of colours!

Can I use a Gift Card to pay for my Host Order?

Gift Cards can be used to pay the balance of Host Orders, outside half price items and host credits.

I forgot to use my Host Credits, what do I do?

Please contact our Customer Support team online or via email with your name, event number and customer number.

Am I able to return a host promotional gift?

Customer and host promotional gifts are eligible for an exchange if the item is faulty. In the event that the exchange item being requested is no longer available, an alternative item will be offered by Lorraine Lea. Lorraine Lea reserves the right to select an alternate item in place of sold out promotional gifts. Refunds are not available for promotional gifts.

Can I return an item purchased using Host Credits?

If your purchase was paid using Host Reward Credits, the amount paid by using Host Reward Credits will be reissued in the form of a credit note and the remaining paid amount refunded as per the original method of payment.

How do I make a payment for my home styling event?

You can pay for your order online by logging into your account, then selecting ‘Make a Payment’ from the drop down menu under your name. You will need your order number and host surname.

What is the delivery cost for home styling event orders?

A $16.50 flat shipping rate applies to all orders Australia wide.

Free shipping on all orders $275+.

Can I contribute my host credits towards my Host half-price items?

Host Credits can only be contributed to full-priced items. Host Credits (based on guest sales & event bookings) cannot be used to pay the balance of Host half-price items.

Can I cancel or make changes to my online order?

We aim to pack and dispatch orders to you as quickly as possible. Therefore, orders cannot be changed or cancelled after you click ‘Process order’. If you have ordered the wrong product or size, or want to change an item in your order, please contact our Customer Support team online for assistance.

Can I cancel or make changes to my home styling event order?

We conduct our business according to the Direct Selling Australia (DSA) Code of Practice. Should you wish to cancel an order or obtain a refund on an item(s) purchased in a home styling event, you may do so within 10 business days of placing the order.

Please note, if you are attempting to cancel an order, or obtain a refund on an item(s) purchased outside of the 10-business day period, you will need to contact your Independent Stylist or our Customer Support team online.

I have not received my order confirmation email

Please contact our Customer Support team online for assistance.

How can I track my order?

Once your order is shipped you will receive a shipping confirmation email with your Toll or Australia Post tracking number. Please allow 24 hours after receiving this confirmation before tracking.

What Lorraine Lea Gift Card denominations can I purchase?

Lorraine Lea Gift Cards come in denominations of $25 & $50.

Why is my Lorraine Lea Gift Card not accepted when I enter it at checkout?

Please check the number has been entered correctly. If you are still experiencing issues when entering your gift card at checkout, please contact our Customer Support team online for assistance.

When ordering online, why do I have a message at checkout saying that my item(s) is now unavailable?

Any item(s) you add to your shopping cart is held for 24 hours. If you do not check out and pay for your item(s) they become available to anyone to purchase. If you receive an error stating that you cannot checkout due to an item(s) being unavailable, you will need to remove this item from your shopping cart to complete your order.

What is the consumer guarantee on Lorraine Lea products?

Our Change of Mind Policy does not affect your rights under the Australian Consumer Law and you have consumer guarantees that cannot be limited by us.  If your product is not of acceptable quality, is not fit for its purpose or is different from its description or sample, then you may be eligible for a refund, exchange or any drop-in value of the product (if you choose to keep it).

If you have purchased a product with a major fault, you have the right to ask for your choice of a replacement or refund. If you purchased a product with a minor fault, we can choose to give you a free repair instead of a replacement or refund. Further information is available at www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund.

Merchandise returned under consumer guarantees can be returned within a reasonable timeframe subject to proof of purchase.

Our Customer Support team are unable to review any used items via email or phone. All items must be physically returned either via mail or in person to your Stylist to be processed, in accordance with the instructions for returns and exchanges.

Can I use a Gift Card to pay for my Host Order?

Gift Cards can be used to pay the balance of Host Orders, outside half price items and host credits.

What Buy Now Pay Later (BNPL) options are available?

PayPal and Afterpay are our buy now pay later (BNPL) options. Customers can benefit from PayPal pay in 4 with only a minimum spend of $30.

What payment options do you offer?

PayPal, BPay (in-home and online events only), Visa, MasterCard and Afterpay.

Lorraine Lea Gift Cards

  • Lorraine Lea gift cards can be used at any Lorraine Lea home styling event or online to purchase any items/s, including a deposit on a Lorraine Lea Starter Kit.
  • Card is highly transferrable and should be treated as cash.
  • Valid for 36 months from date of invoice.
  • Not redeemable for cash or another gift card.
  • Any unused credit after purchase will not be refunded.
  • Cannot be purchased at a discount or using Lorraine Lea Host Rewards.
  • Please note that Lorraine Lea is not responsible for and is unable to replace gift cards which are lost or stolen.

What Lorraine Lea Gift Card denominations can I purchase?

Lorraine Lea Gift Cards come in denominations of $25 & $50.

Why is my Lorraine Lea Gift Card not accepted when I enter it at checkout?

Please check the number has been entered correctly. If you are still experiencing issues when entering your gift card at checkout, please contact our Customer Support team online for assistance.

Do I have to use my Lorraine Lea Gift Card in a single transaction?

No, the card may be used more than once. Any unused balance cannot be redeemed for cash unless there is a remaining amount that, in the Lorraine Lea's reasonable opinion, cannot be conveniently used.

Can I pay with a Lorraine Lea Gift Card and other payments methods?

Yes, you can pay with a combination of a Lorraine Lea Gift Card and either credit card, BPay (in-home and online events only) or Afterpay.

What if I lose my Lorraine Lea Gift Card?

Please contact our Customer Support team online for assistance.

How do I make a payment for my home styling event?

You can pay for your order online by logging into your account, then selecting ‘Make a Payment’ from the drop down menu under your name. You will need your order number and host surname.

My voucher/promo code doesn’t work when I enter it at checkout?

If you receive an error message when entering a voucher/promo code, please check if the following applies to you:

  • The code has already been used. Our voucher/promo codes may only be used once, therefore if the code has been previously used it cannot be applied again.
  • The code has expired. Please refer to the expiry date of the voucher/promo code as it may have expired.
  • The code has been entered incorrectly. Codes are case sensitive and must be entered exactly as they are displayed. Please ensure you have entered the code correctly and try again.
  • Items are excluded. Please refer to the terms and conditions of the voucher/promo code as it may be the items in your shopping cart are excluded from the offer, or that other minimum requirements need to be reached before it can be redeemed.

If you have checked all the above and are still experiencing issues when entering a voucher/promo code, please send a screen shot of your shopping cart that shows the code and all items in your shopping cart to support@lorrainelea.com. Please note: only gift cards purchased after 10 February 2020 have been activated for direct online redemption. If your valid gift card was purchased prior to this date, please contact our Customer Support team via the online form or by email.

How do I redeem my Lorraine Lea Gift Card?

Please give to your Stylist to add to your order or follow the instructions on the Lorraine Lea Payments page.

What does thread count mean?

The ‘thread count’ relates to the number of yarns per square inch. Even if a sheet has a high thread count, that can often be inflated by manipulating the sheet-making process with a low-quality thread or construction, so it is important to seek out reputable manufacturers.

A high thread count is not the only way to determine the excellence of a product. There are two other important factors that are often overlooked: the length of the fibre and the way in which it is woven. A longer staple fibre gives the material strength, which in turn leads to less pilling.

The weave of your sheets will affect the way a product looks and feels and will also factor in its longevity. As a rule of thumb, anything over a 200-thread count is a good standard. While all three of these factors should be taken into consideration when choosing sheets, it is your personal preference that is most important. The ultimate test of satisfaction will come when you take them home and test them out on your own bed.

What is your thread count for sheeting?

Lorraine Lea offers a variety of sheet ranges. The thread count of our most popular ranges are: Premium Percale 250 TC (Poly/Cotton), Cotton 500 TC (Cotton) & Supima 600 TC (Cotton).

How can I tell if Lorraine Lea products will fit my bed?

Lorraine Lea follows standard Australian bed linen sizing. Our quilt covers set dimensions are:

  • Single – 140 x 210 cm
  • Double – 180 x 210 cm
  • Queen – 210 x 210 cm
  • King – 245 x 210 cm
  • Super King – 270 x 240 cm

What is your thread count for quilt covers?

We generally do not state the thread count on quilt covers unless they are 100% cotton which often tend to have a higher thread count (250 and above). Most of our polyester/cotton quilt covers have a 180 – 225 thread count range.

What are the standard Australian bed dimensions?

  • Single – 91 x 190 cm
  • King Single – 107 x 203 cm
  • Double – 137 x 190 cm
  • Queen – 152 x 203 cm
  • King – 180 x 203 cm
  • Super King – 203 x 203 cm

Are Lorraine Lea products vegan friendly?

Many of our products are made using natural fabrics, such as cotton, bamboo and linen, and man-made fabrics such as polyester and acrylic. Lorraine Lea  is committed to sourcing raw materials in a sustainable way, taking into account both social and environmental impacts. Raw material production and sourcing must be in line with both local laws, as well as international standards. Many of our products are Vegan friendly

Are Lorraine Lea products hypoallergenic?

We have a selection of bedding products that are treated with high-quality hypoallergenic treatments, such as BioFresh™ which can help to keep common allergens and irritants at bay.

Where can I find the measurements of products?

You will find this information on each product page.

What are the quilt cover set dimensions?

Lorraine Lea follows standard Australian bed linen sizing. Our quilt covers set dimensions are:

  • Single – 140 x 210 cm
  • Double – 180 x 210 cm
  • Queen – 210 x 210 cm
  • King – 245 x 210 cm
  • Super King – 270 x 240 cm

Product returns and exchanges

We hope you love your new purchase, but on the off chance that you don’t, we’ve made our exchange & returns process simple, easy and hassle-free.

If you wish to return an item(s) that you have ordered incorrectly or changed your mind the item(s) must be returned within 30 days from the dispatch date.

Product return or new product required – for the item(s) you wish to return/exchange, please visit your online account and select Return Items from the drop down menu under your name. Tick which item(s) you wish to return/exchange and complete all details, then select Create Returns Document and follow the instructions. A printed copy of the Returns Document must accompany the returned items. Please note a flat shipping rate of $16.50 applies.

If you ordered through the website and do not have an account (checked out as a guest), download a copy of the Product Returns Form and follow the instructions outlined on the form.

If the item you are returning/exchanging is faulty, there is no postage and handling charge. Contact our Customer Support team online for a Reply Paid address to return your item.

Afterpay

Afterpay doesn’t support change of mind or product exchange.

If a customer decides to return goods to Lorraine Lea and request a refund, they directly arrange the return with Lorraine Lea Customer Support, ensuring the goods are returned according to the Lorraine Lea returns policy. Unless Afterpay are notified by Lorraine Lea Customer Support that a return and refund is in progress, they will continue to process any automatic payments in accordance with the dates set out in the customer payment schedule. Until such time that Lorraine Lea Customer Support has confirmed the return of the goods and has issued a refund to Afterpay for those goods, the customer will remain liable to Afterpay for the full payment of the goods, in accordance with the payment schedule.

Can I cancel or make changes to my online order?

We aim to pack and dispatch orders to you as quickly as possible. Therefore, orders cannot be changed or cancelled after you click ‘Process order’. If you have ordered the wrong product or size, or want to change an item in your order, please contact our Customer Support team online for assistance.

Can I cancel or make changes to my home styling event order?

We conduct our business according to the Direct Selling Australia (DSA) Code of Practice. Should you wish to cancel an order or obtain a refund on an item(s) purchased in a home styling event, you may do so within 10 business days of placing the order.

Please note, if you are attempting to cancel an order, or obtain a refund on an item(s) purchased outside of the 10-business day period, you will need to contact your Independent Stylist or our Customer Support team online.

Am I able to return a host promotional gift?

Customer and host promotional gifts are eligible for an exchange if the item is faulty. In the event that the exchange item being requested is no longer available, an alternative item will be offered by Lorraine Lea. Lorraine Lea reserves the right to select an alternate item in place of sold out promotional gifts. Refunds are not available for promotional gifts.

Can I return an item purchased using Host Credits?

If your purchase was paid using Host Reward Credits, the amount paid by using Host Reward Credits will be reissued in the form of a credit note and the remaining paid amount refunded as per the original method of payment.

What if the item I received is not what I ordered?

Please contact your Independent Stylist or our Customer Support team via the online form.

Can I return an item for change of mind?

If you wish to return an item(s) that you have ordered incorrectly or changed your mind the item(s) must be returned within 30 days from the dispatch date.

  • Item(s) must be unused, undamaged and unwashed, and in the original packaging.
  • Item(s) sealed for hygiene reasons [such as pillows, mattress toppers/protectors, quilts] can only be returned if the seal is intact.

Please note postage and handling will apply for exchanges.

Afterpay

Afterpay doesn’t support change of mind or product exchange.

If a customer decides to return goods to Lorraine Lea and request a refund, they directly arrange the return with Lorraine Lea Customer Support, ensuring the goods are returned according to the Lorraine Lea returns policy. Unless Afterpay are notified by Lorraine Lea Customer Support that a return and refund is in progress, they will continue to process any automatic payments in accordance with the dates set out in the customer payment schedule. Until such time that Lorraine Lea Customer Support has confirmed the return of the goods and has issued a refund to Afterpay for those goods, the customer will remain liable to Afterpay for the full payment of the goods, in accordance with the payment schedule.

How do I return a faulty item?

Please contact your Independent Stylist or our Customer Support team via the online form as soon as you discover the fault – advising of the faulty item, a description of the fault and the order number. You will be provided with a Reply-Paid address to return the faulty item. The item will be checked by our Returns Department and if a manufacturing fault is evident, you are entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality. You will be issued a refund if a major failure has occurred.

For the item(s) you wish to return/exchange, please visit your online account and select Return Items from the menu. Tick which item(s) you wish to return/exchange and complete all details, then select Create Returns Document and follow the instructions. A printed copy of the Returns Document must accompany the returned items.

If you do not have an online account, download and complete the Product Returns Form.

What is the consumer guarantee on Lorraine Lea products?

Our Change of Mind Policy does not affect your rights under the Australian Consumer Law and you have consumer guarantees that cannot be limited by us.  If your product is not of acceptable quality, is not fit for its purpose or is different from its description or sample, then you may be eligible for a refund, exchange or any drop-in value of the product (if you choose to keep it).

If you have purchased a product with a major fault, you have the right to ask for your choice of a replacement or refund. If you purchased a product with a minor fault, we can choose to give you a free repair instead of a replacement or refund. Further information is available at www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund.

Merchandise returned under consumer guarantees can be returned within a reasonable timeframe subject to proof of purchase.

Our Customer Support team are unable to review any used items via email or phone. All items must be physically returned either via mail or in person to your Stylist to be processed, in accordance with the instructions for returns and exchanges.

When will I receive the refund for my return?

Once your Return has been received by Lorraine Lea and if you’ve requested a refund, you’ll receive an email notification upon refund approval. Please allow 7-10 working days from when your return has been received.

Am I able to return an item if I have lost the packaging or washed it?

You may only return an item(s) if it is unused, undamaged and unwashed, and in the original packaging. Item(s) sealed for hygiene reasons [such as pillows, mattress toppers/protectors, quilts] can only be returned if the seal is intact.

If the item(s) is faulty you may return it.

I have forgotten my Lorraine Lea account password

If you have forgotten your password, select LOG IN (top left of website), then ‘Forgot password?’ below the Sign in section. You’ll then be sent an email containing a link to enable you to reset your password.

I am unable to log into my Lorraine Lea account. How do I resolve?

If you have tried to login but your email or password is not recognised in our system, this may be because you have not yet created an online account. Please try creating a new account. If you are still experiencing difficulties, please contact our Customer Support team online.

My voucher/promo code doesn’t work when I enter it at checkout?

If you receive an error message when entering a voucher/promo code, please check if the following applies to you:

  • The code has already been used. Our voucher/promo codes may only be used once, therefore if the code has been previously used it cannot be applied again.
  • The code has expired. Please refer to the expiry date of the voucher/promo code as it may have expired.
  • The code has been entered incorrectly. Codes are case sensitive and must be entered exactly as they are displayed. Please ensure you have entered the code correctly and try again.
  • Items are excluded. Please refer to the terms and conditions of the voucher/promo code as it may be the items in your shopping cart are excluded from the offer, or that other minimum requirements need to be reached before it can be redeemed.

If you have checked all the above and are still experiencing issues when entering a voucher/promo code, please send a screen shot of your shopping cart that shows the code and all items in your shopping cart to support@lorrainelea.com. Please note: only gift cards purchased after 10 February 2020 have been activated for direct online redemption. If your valid gift card was purchased prior to this date, please contact our Customer Support team via the online form or by email.

I have tried to make a payment and it wouldn’t work on the website

Please contact our Customer Support team via the online form.