At Lora Gene, we want you to feel confident in your purchase. Due to the nature of our products and production model, returns are accepted strictly under the conditions outlined below.
Please read this section carefully before placing an order.
Eligibility for Returns
We accept returns and exchanges only for items that are:
-unworn
-unused
-undamaged
-returned with all original tags and labels attached
-Items that do not meet these conditions will not be accepted.
Returns Timeframe
To request a return or exchange, please notify us within 72 hours of receiving your order by emailing
[email protected] and including your order number and reason for return.
Once your return request is acknowledged, the item must reach us within 14 days of the return notification.
Returns that arrive after the 14-day window will not be accepted, regardless of when they were shipped.
Please note that we do not offer refunds or store credit for late returns.
Returns must be sent to the designated return address provided by us, which will correspond to the country from which your order was shipped or where a local return address is available.
We currently offer local return addresses in the United States and Canada, in addition to Europe and the United Kingdom.
Once your return request has been approved, we will confirm the correct return address for your order.
Returns sent to a different country or address than the one specified may not be accepted and may be returned to the sender. We are not responsible for delays, losses, or additional costs arising from returns sent to an incorrect address.
Exchanges
We will always do our best to accommodate exchange requests as quickly as possible.
Exchanges are subject to availability of size and colour. Replacement items are shipped only after the returned item has been received and approved following our quality check.
If the exchanged item is not in stock and ready to ship, it will be fulfilled on a made-to-order basis, with an estimated turnaround of 2–4 weeks.
Any price difference or additional shipping costs must be settled before the replacement item is dispatched.
Refunds
All returned items are carefully inspected once received.
Once your return has been approved, refunds are processed within 3–5 working days and issued to the original payment method.
Please note that while we process refunds promptly, bank processing times may vary, and it may take a few additional days for the funds to appear in your account.
Original delivery charges, as well as any import duties or taxes incurred, are non-refundable.
Please Note; Custom-Made & Custom-Sized Items
Due to the nature of our production process, items ordered with custom measurements or personalised sizing are considered CUSTOM MADE.
As these pieces are made specifically for you, we are unable to accept returns or issue refunds on custom-made items.
Where possible, we may be able to offer alterations, subject to feasibility. Please note that alteration costs and all related shipping are the responsibility of the customer ( Please read section - Alternations)
We kindly ask that measurements are reviewed carefully before placing a custom order. If you have any questions prior to ordering, our team will always be happy to advise.
By placing an order, you agree to the terms outlined above. If you have any questions before ordering, please contact us at:
[email protected]