Refund policy

Returns & Refunds

We want you to love what you ordered. If it isn't right, here's how to sort it.

The short version

You have 30 days from the day your order arrives to request a return. Items must be unworn, unwashed, and have their tags attached.

How to start a return

Email karina@thelorenza.com with your order number and which items you'd like to return. We'll reply with instructions and the return address within 2 business days.

Please don't send anything back before you hear from us — we can't guarantee we'll be able to process it.

Who pays for return shipping

You do — we don't provide prepaid labels. We recommend a tracked service; until a parcel reaches us, it's still your responsibility.

If an item arrives faulty, damaged, or isn't what you ordered, we cover everything: return postage, and either a replacement or a full refund, whichever you prefer.

Refunds

Once your return arrives and we've checked it over, we'll refund you to your original payment method within 5 business days. Your bank may take a few days more to show it.

Original shipping charges are not refunded, except where the item was faulty or sent in error.

Exchanges

We don't process direct exchanges. If you'd like a different size or color, return the original for a refund and place a new order — that way the piece you want doesn't sell out while your return is in transit.

What can't be returned

Items that have been worn, washed, altered, or had tags removed
Limited-edition pieces — final sale, see below
Gift cards

Limited editions

Limited-edition pieces are final sale. Because each one is cut from a fabric bought in a single length, we can't restock or resell them, so we can't accept returns or exchanges on them.

The one exception is a manufacturing defect. If a limited-edition piece arrives with a fault in how it was made, contact us and we'll put it right — repair, replacement where one exists, or a full refund. Defects are always covered, on every piece we sell.