ONLINE ORDERS
You will know if your order has been successful when you receive an order confirmation email from us. Please ensure you have supplied us with the correct email address to send the order confirmation to. The confirmation email comes from a no reply email address, so sometimes they end up in junk mail - make sure to check there if you’re concerned you haven’t received one! If your order payment has gone through but you haven’t received an order confirmation email, please contact us via email at hello@loreperfumery.com.au
Typically we process online orders within 48 hours, excluding peak periods, pre-orders, Custom Sample Packs and Personalised Custom Sample Packs, which can take up to 14 days to process.
As soon as your order has been dispatched, you will receive an automated email with a tracking number. Please ensure you have supplied us with the correct email address to send the tracking information to. The tracking number email comes from a no reply email address, so sometimes they end up in junk mail - make sure to check there if you’re concerned you haven’t received one! For Lore Express orders this will contain courier tracking information, but for standard orders this will be an Australia Post consignment number you can track via the Australia Post website.
We typically cannot make changes to online orders after they have been processed. In some cases we may be able to, depending on the circumstances. Please contact us via email at hello@loreperfumery.com.au and we can let you know if a change is possible.
We do not offer order cancellations for change of mind, so purchase wisely!
If your item/s have arrived damaged, incorrect or faulty, please immediately contact us via email at hello@loreperfumery.com.au with a detailed description of the issue, attach pictures where applicable, and we will and we will get back to you as soon as possible to rectify the situation.
DELIVERY OPTIONS
If you are spending under $199, we will send your order via standard Australia Post for $9.95 – if you spend over $199 this shipping method is free of charge.
If you are based in Victoria, Australia Post will typically take 1-3 days to deliver your parcel. If you are based elsewhere in Australia, it can take anywhere from 4-8 days for your parcel to be delivered.
In peak periods, Australia Post may take longer to deliver your parcel.
We do not offer express shipping via Australia Post. As fragrance is a combustible, it is only eligible for road transport which means it cannot be express shipped via Australia post. For residents of metropolitan Melbourne, we do offer same-day express delivery via the Lore Express.
If you are a resident of metropolitan Melbourne and place your online order with a value of over $199 before 10am, you can opt for your order to be sent via The Lore Express for $24.95.
Most orders will allow you to opt for a Click & Collect option at checkout. We offer same-day turnaround for Click & Collects within opening hours. You will be prompted to enter in your preferred pick up time, but this is flexible, so please let us know in your order notes your preferred timing. We do not offer Click & Collect collections on weekends. Custom Sample Packs and Personalised Custom Sample packs cannot be Click & Collected due to their turnaround time. If you have placed an order and paid postage and wish to convert your order into a Click & Collect, we cannot refund the shipping fee.
ONLINE RETURNS, REFUNDS AND EXCHANGES
We will always offer a return and refund for products that are damaged, faulty or incorrect. If in the unlikely event you receive a damaged, faulty or incorrect item, please contact our team via hello@loreperfumery.com.au – in the email subject, include your order number or receipt number, and in the body of the email, include as much detail as you can, attaching pictures or videos where applicable. We will reply to your email as soon as we can to get things sorted for you.
If you are based in Victoria, Australia Post will typically take 1-3 days to deliver your parcel. If you are based elsewhere in Australia, it can take anywhere from 4-8 days for your parcel to be delivered.
In peak periods, Australia Post may take longer to deliver your parcel.
Please choose carefully as we do not offer returns, refunds or exchanges for change of mind. To make sure you are making the right decision when buying a fragrance, consider the Lore Promise.
You must contact Lore Perfumery via hello@loreperfumery.com.au and receive approval for a return before you send anything back to us.
To be eligible for a return, your item must be unused and/or in the same condition that you received it in. It must also be in its original packaging.
You have 14 days to return a product to us. If more than 14 days has passed since you received your order, we cannot perform a refund or exchange.
Returns must always be sent to 313 BRUNSWICK ST, FITZROY, VIC, 3065, Australia. For faulty/damaged/incorrect items a pre-addressed postage label will be sent to you for return.
We will always offer a refund for faulty, damaged or incorrect products. We do not offer refunds for change of mind. Whether we approve a refund or not is at the business’s discretion. Once your return has been received and inspected by us, we will send you an email to inform you of the status of your refund application. If we approve your refund, it will be processed via your original method of payment. This process often takes a few business days.
Please keep in mind the time a refund takes to process depends on your financial institution. It can sometimes take a few business days for a refund to come through. If after 7 business days you have not received your refund, please contact us at hello@loreperfumery.com.au and we will follow up for you.
