Frequently Asked Questions

We offer several shipping options to meet your needs:

Standard Delivery: 5-7 business days
Express Delivery: 2-3 business days
Next Day Delivery: Order before 2 PM for next business day delivery

All orders are processed within 24 hours. You'll receive a tracking number via email once your order ships.

Yes, we ship to over 50 countries worldwide. International shipping times vary by location:

Europe: 7-10 business days
North America: 10-14 business days
Asia & Australia: 12-16 business days

Customs duties and taxes may apply depending on your country. These fees are the responsibility of the customer.

Shipping costs are calculated based on your location and chosen delivery method. Standard shipping is free for orders over £100.

For orders under £100:
- UK Standard: £4.95
- UK Express: £9.95
- International: Calculated at checkout

The exact cost will be displayed at checkout before you complete your purchase.

Absolutely! Once your order ships, we'll send you a tracking number via email. You can also track your order by:

1. Logging into your account on our website
2. Visiting the "My Orders" section
3. Clicking on your order to view tracking details

If you have any issues tracking your order, please contact our customer service team.

We process orders quickly to ensure fast delivery. If you need to change or cancel your order:

- Contact us immediately at orders@lorneandlyle.com
- Include your order number in the email
- We can only modify orders that haven't been shipped yet

Once an order has shipped, you'll need to follow our returns process to make changes.

We want you to be completely satisfied with your purchase. Our return policy includes:

- 30-day return window from delivery date
- Items must be unused, unworn, and in original packaging
- Original tags must be attached
- Proof of purchase required

Non-returnable items: Personalized products, final sale items, and gift cards cannot be returned.

Returning an item is easy:

1. Log into your account and go to "My Orders"
2. Select the order and click "Return Item"
3. Print the prepaid return label (UK returns only)
4. Package the item securely with all original packaging
5. Drop off at any Royal Mail location

For international returns, please contact our customer service for a return label.

Refunds are processed within 5-7 business days of receiving your return.

Yes! We offer exchanges for different sizes or colors. To exchange an item:

1. Follow the return process above
2. In the return form, select "Exchange" and specify your preference
3. We'll ship your exchange item once we receive your return

Note: If there's a price difference, we'll either refund or charge the difference accordingly.

Return shipping costs depend on the reason:

Free returns:
- Defective or damaged items
- Wrong item shipped
- Product quality issues

Customer pays return shipping:
- Change of mind
- Size or color preference
- Standard returns

UK customers receive a prepaid return label. International customers should contact us for assistance.

Refunds are processed promptly:

- Processing time: 5-7 business days after we receive your return
- Bank processing: Additional 3-5 business days depending on your bank
- Notification: You'll receive an email confirmation when your refund is processed

Refunds are issued to the original payment method. If you don't see your refund after 14 business days, please contact us.

Finding the perfect fit is easy with our comprehensive size guides:

1. Visit any product page
2. Click the "Size Guide" link near the size selector
3. Measure yourself using our detailed instructions
4. Compare your measurements to our size chart

Still unsure? Our customer service team is happy to help with personalized sizing advice. Contact us at help@lorneandlyle.com.

Yes, our products generally run true to size based on UK sizing standards. However:

- Each product page includes specific fit notes
- Customer reviews often mention sizing feedback
- Some styles are designed for a relaxed or tailored fit

Check the product description and reviews before ordering. When in doubt, we recommend ordering your usual size.

We're committed to using premium, sustainable materials:

Natural Fibers:
- Organic cotton (GOTS certified)
- Pure merino wool
- Linen and silk blends

Sustainable Practices:
- Responsibly sourced materials
- Eco-friendly dyes and finishes
- Minimal environmental impact

Detailed material composition is listed on each product page.

Proper care ensures your items last for years:

General Care:
- Always check the care label on your garment
- Wash in cold water when possible
- Turn garments inside out before washing
- Air dry or tumble dry on low

Special Materials:
- Wool: Dry clean or hand wash in cool water
- Silk: Dry clean recommended
- Leather: Professional leather care only

Detailed care instructions are included with every order and on product pages.

We do our best to restock popular items, but it depends on availability:

To get notified:
1. Visit the sold-out product page
2. Click "Notify Me When Available"
3. Enter your email address
4. You'll receive an alert when it's back in stock

Some items are limited edition or seasonal and may not be restocked. Follow us on social media for updates on new arrivals and restocks.

No, you can checkout as a guest. However, creating an account offers benefits:

Account Benefits:
- Faster checkout process
- Order history tracking
- Saved addresses and payment methods
- Exclusive member offers
- Easy returns and exchanges

Creating an account is free and takes less than a minute.

We accept all major payment methods for your convenience:

Credit & Debit Cards:
- Visa, Mastercard, American Express
- Maestro, Visa Debit

Digital Wallets:
- PayPal
- Apple Pay
- Google Pay

Other:
- Klarna (Buy now, pay later)
- Shop Pay

All transactions are secure and encrypted.

Absolutely. Your security is our top priority:

- SSL Encryption: All data is encrypted during transmission
- PCI Compliance: We meet all Payment Card Industry standards
- No Storage: We don't store your complete card details
- Verified Partners: We use trusted payment processors

You can shop with confidence knowing your information is protected.

Yes! Using a discount code is simple:

1. Add items to your cart
2. Proceed to checkout
3. Look for "Discount Code" or "Promo Code" field
4. Enter your code and click "Apply"
5. The discount will be reflected in your order total

Important:
- Only one discount code per order
- Codes cannot be combined with other offers
- Check expiration dates on promotional emails

Subscribe to our newsletter for exclusive discount codes and early access to sales.

Resetting your password is quick and easy:

1. Go to the login page
2. Click "Forgot Password?"
3. Enter your email address
4. Check your email for a reset link
5. Click the link and create a new password

Tips:
- Use a strong, unique password
- Check your spam folder if you don't see the email
- Reset link expires after 24 hours

If you continue to have issues, contact our support team for assistance.

We're here to help! Reach us through multiple channels:

Email: hello@lorneandlyle.com
Response time: Within 24 hours

Live Chat: Available on our website
Monday-Friday: 9 AM - 6 PM GMT
Saturday: 10 AM - 4 PM GMT

Phone: +44 (0) 20 1234 5678
Monday-Friday: 9 AM - 6 PM GMT

Social Media:
Instagram: @lorneandlyle
Facebook: /lorneandlyle

Yes! Our Lorne & Lyle Rewards program offers exclusive benefits:

How it works:
- Earn 1 point for every £1 spent
- 100 points = £5 reward voucher
- Exclusive member-only sales
- Birthday surprises
- Early access to new collections

Membership Tiers:
- Bronze: 0-499 points
- Silver: 500-999 points (5% bonus points)
- Gold: 1000+ points (10% bonus points + free shipping)

Sign up is automatic when you create an account!

We currently operate primarily online to offer the best prices and widest selection. However:

Pop-Up Locations:
We host seasonal pop-up shops in major cities. Follow our social media or subscribe to our newsletter for announcements.

Private Appointments:
For VIP customers, we offer private shopping experiences at our London showroom by appointment only.

Showroom Address:
123 Premium Street, Mayfair, London W1K 5AB
Email: appointments@lorneandlyle.com to schedule.

Yes! Our gift cards are the perfect present for any occasion:

Available Amounts:
£25, £50, £100, £150, £200, or custom amount

Features:
- Digital or physical cards available
- No expiration date
- Can be used online or in pop-up stores
- Check balance anytime on our website

To purchase:
Visit our Gift Cards page or add one during checkout.

Gift cards cannot be returned or exchanged for cash.

Sustainability and ethics are core to everything we do:

Our Commitments:
- Carbon-neutral shipping
- Plastic-free packaging
- Fair labor practices throughout our supply chain
- GOTS and OEKO-TEX certified materials
- Partnership with One Tree Planted (1 tree per order)

Transparency:
- Full supply chain visibility
- Annual sustainability report
- B Corporation certified

Learn more about our initiatives on our Sustainability page.