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. During peak periods like public holidays, seasonal times and sales, please allow up to 5 days for your order to be sent.
Pre-orders, Custom Sample Packs and Personalised Custom Sample Packs 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.
Please take care to ensure you have entered the correct delivery address prior to completing your purchase. Check your order confirmation to ensure the address is correct. If you notice you have incorrectly entered your address, please let us know as soon as possible. We can only change the delivery address on our end prior to dispatch. You can redirect your parcel once it has been dispatched via the Australia Post website tracking number we send you. If your order is sent to the wrong address because of an incorrectly entered address, we do not accept liability. If your package is returned to sender because of an incorrectly entered address, we can resend it with an additional postage fee of $9.95.
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.
Unfortunately at this stage we do not offer international shipping.
If you have any requests regarding your delivery, please make a note of it in your order notes when checking out, eg: "please leave on front porch out of view" or "please take to local Post Office if not home".
It is your responsibility to supply a safe and easily accessible delivery address. Lore Perfumery is not liable for any attempted deliveries that were unsuccessful due to issues with delivery safety and/or accessibility.
Please note Lore Express deliveries will always be left at the address you supply.
THE LORE PROMISE
We know buying fragrance online can be hard, so we created the Lore Promise so you don't have to risk it with a blind buy.
The Lore Promise allows you to purchase a fragrance accompanied by a sample vial of the same fragrance, so you can sample it before opening the full size. If you don't love it, you can send it back to us for a credit to use on your next order!
Simply check the Lore Promise box as you add your chosen fragrance to your cart, and we will send the Lore Promise Sample vial with your order.
Once you receive your order, try the Lore Promise sample first. Do not spray or open the packaging of the actual fragrance.
If you don't love the fragrance after sampling the Lore Promise, contact us at hello@loreperfumery.com.au with your order number and the details of the fragrance, and we will send you a prepaid AusPost returns label so you can send the fragrance back to us. The fragrance must be sent back within 30 days of you receiving it.
Once we receive the fragrance back at Lore and have confirmed that the it is in the same condition it was sent in (ie: intact packaging, hasn't been sprayed), we will issue you with an online credit coupon for the value you purchased the fragrance for. These credits can only be used on our website, not in store, and must be used in one transaction.
Once you've contacted us at hello@loreperfumery.com.au to let us know you would like to return your fragrance with the Lore Promise, we will reply with a prepaid AusPost returns label to allow you to send the fragrance back to us. You will need to print the label off and take it to your local post office to send it.
It is your responsibility to ensure the product is packed safely to avoid breakages, we usually suggest if you have opted for the Lore Promise to retain the packaging it was sent in so that you may send it back in the same packaging. Lore Perfumery does not take responsibility for damages in transit.
Please allow 48 business hours to hear back from us with your returns label.
We offer the Lore Promise on most full sized fragrances over $100 RRP.
We decant the Lore Promise samples from our in store testers, so sometimes we run out of juice to decant for certain fragrances, meaning we cannot offer the Lore Promise for them.
We do not offer the Lore Promise for very limited release or limited edition fragrances, sale fragrances, minis, pocket sprays or discovery sets.
Once we receive your fragrance back at Lore and have confirmed that the it is in the same condition it was sent in (ie: intact packaging, hasn't been sprayed), we will issue you with an online credit coupon for the value you purchased the fragrance for.
These credits can only be used on our website, not in store, and must be used in one transaction.
We do not offer refunds for Lore Promise purchases, only online credit coupons.
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.
You have 14 days from the day you receive your order 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.
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 from the day you receive your order 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.
