This section will be updated regularly – last updated 14.4.21

An important COVID-19 update from Lorraine Lea

The health, wellbeing and safety of our customers, team members, independent stylists, and the greater community is paramount.

Due to the ongoing pandemic, and in line with government restrictions, we are operating under a COVID-19 Safe Plan which includes considerable precautionary measures to ensure our Office & Warehouse space is safe and hygienic.

We have implemented the following steps for your online and in-home shopping experience:

Online shopping

We’ve made online shopping more convenient than ever with:

• Online events
  You can now host your own online shopping event from the comfort of your home, thanks to our Independent Stylists. Click here to find your local Stylist.
• Online styling service
  Our team of Independent Stylists are available to assist your will your product and styling queries. Click here to contact your local Stylist.
• Host & shop from home
  

  You can host your own home styling event where you and your friends can shop from the comfort and safety of your home. Click here to find your local Stylist.

Contactless delivery
For your convenience, our shipping partner Australia Post will be providing contactless deliveries for all locations with no signature required.

Please note that due to Victorian COVID-19 restrictions there may be delays in order processing and delivery. Our team will endeavour to get your parcel picked and delivered to you as quickly as possible.

We extend a heartfelt thanks to those working in the medical, emergency and essential services. We’re incredibly grateful for your dedication and support to our community.

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.

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

If you have any questions, please get in touch with our Customer Support team online, via email, or freecall 1800 641 089 Monday to Friday, 8.30am – 5.00pm (AEST/AEDT), excluding public holidays in Melbourne, Australia.

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.

27 Koornang Road, Scoresby Victoria 3179.

Yes, we have a small on-site shop located at our head office in Scoresby, Victoria. However due to the unprecedented events surrounding the ongoing Coronavirus (COVID-19) situation, our shop will remain closed until further notice. The health and wellbeing of our customers and team is of the utmost importance.

Orders placed using Afterpay will be shipped within our standard shipping timeframes, just like any other online order from Lorraine Lea.

A $12.50 handling and insurance charge applies.

Please note we are currently experiencing delivery delays.

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: 7 – 8 business days
• WA & NT: 8 – 11 business days

A $12.50 handling and insurance charge applies to all direct shipped orders Australia wide.

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.

Due to the unprecedented events surrounding the ongoing Coronavirus (COVID-19) situation, customers are unable to pick up their order from our office during this time. The health and wellbeing of our customers and team is of the utmost importance.

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

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

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

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.

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.

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.

A $12.50 handling and insurance charge applies.

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.

There are a number of ways to purchase Lorraine Lea products:

• Host your own home styling event and enjoy free and discounted products under our host rewards program,
• purchase via your Independent Stylist personal website,
• shop online, or
• over the phone with your Independent Stylist or our Customer Support team.

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 or freecall 1800 641 089 for assistance.

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 or freecall 1800 641 089.

Please contact our Customer Support team online or freecall 1800 641 089 for assistance.

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.

Afterpay can be used online and for in-home styling event orders with a mimumum spend of $200 and maximum spend of $2,000.

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

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 or freecall 1800 641 089 for assistance.

Yes, you can place an order over the phone with your Independent Stylist, or contact our Customer Support team on freecall 1800 641 089 Monday to Friday, 9am to 5pm (AEST/AEDT).

When you place a phone order, you will receive an email with payment details. Once your payment has been received you will be sent an email confirming payment and once your order is shipped you will be sent a confirmation email detailing your purchase and tracking number.

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.

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.

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

Afterpay is a new payment option available for orders at Lorraine Lea, giving you the flexibility to receive your purchase now and pay over four equal fortnightly payments, interest free^. Available on orders between $200 and $2,000.

All you need is to have an Australian payment card, be over 18 years of age and live in Australia. Conditions apply. To see Afterpay’s complete terms, visit www.afterpay.com.au/terms.

Afterpay can be used online and for in-home styling event orders with a mimumum spend of $200 and maximum spend of $2,000.

Orders placed using Afterpay will be shipped within our standard shipping timeframes, just like any other online order from Lorraine Lea.

You can return any item you are unhappy with back to Lorraine Lea in accordance with our Returns Policy.

Refunds will be processed and communicated to you via Afterpay shortly after Lorraine Lea processes the returned item/s. The returned item/s will create an adjusted Afterpay payment schedule or a complete refund of payments to date (depending on if all the original orders item/s are returned).

• 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.

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

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 or freecall 1800 641 089 for assistance.

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.

Please contact our Customer Support team online or freecall 1800 641 089 for assistance. Please have the purchase order number ready.

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.

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.

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.

• 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

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

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.

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).

No Lorraine Lea products are tested on animals. Many of our products are made using natural fabrics, such as cotton, bamboo and linen, and man-made fabrics such as polyester and acrylic. We use Australian standard methods in our dye formulas and this may not suit some vegan customers.

You will find this information on each product page.

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

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

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 postage and handling charge of $12.50 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 or freecall 1800 641 089 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.

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 or freecall 1800 641 089 for assistance.

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 or freecall 1800 641 089.

You can return any item you are unhappy with back to Lorraine Lea in accordance with our Returns Policy.

Refunds will be processed and communicated to you via Afterpay shortly after Lorraine Lea processes the returned item/s. The returned item/s will create an adjusted Afterpay payment schedule or a complete refund of payments to date (depending on if all the original orders item/s are returned).

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.

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.

Please contact your Independent Stylist or our Customer Support team online or freecall 1800 641 089.

Please contact your Independent Stylist or our Customer Support team online or freecall 1800 641 089 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.

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.

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.

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.

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.

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 or freecall 1800 641 089.

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.

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 online, via email, or freecall 1800 641 089. Please have the purchase order number ready.

Please contact our Customer Support team online or freecall 1800 641 089 for assistance.