COVID19 Shipping Update and Response
We want to thank you all for your continued support during these times. We are living through unprecedented times, traversing unfamiliar territory and we want our community to know that we are in this together. Our goal throughout this period is to inspire and bring joy into people’s lives while keeping our staff and customers safe.
Our online store is operating as usual and the Lorna Murray Apparel team are still continuing to process and pack all your orders within a 1-2 day timeframe. We are maintaining high levels of hygiene and social distancing in line with government regulations to ensure the safety of all our staff and customers.
As you can imagine, the worldwide pandemic has added additional work and stress for our teams, especially our studio and Customer Care teams, so we kindly ask for your patience and understanding during this time. Please remember that we are constantly responding to all enquiries as quickly as possible.
For deliveries within Australia, we use DHL express or Australia Post’s service with tracking. Domestic services are continuing to operate as usual with an estimated delivery time of 2-5 business days. Please see our FAQ for more information.
For international orders, starting from the beginning of May, we have switched from our usual shipping partner Australia Post to DHL Express. Due to widespread international flight cancellations and government restrictions that are dynamic and out of our control, we made the decision to change to DHL Express to ensure faster delivery times for our international customers. This has resulted in shipping costs increasing for our international customers. A DHL rural surcharge may apply for some areas and customers that this applies to will be notified. DHL Express offers an estimated delivery time of 5-9 working days. Please note, DHL Express cannot ship to PO Boxes.
If your parcel was shipped internationally via Australia post prior to the middle of May, when we switched to DHL, please visit Australia Post with your tracking ID for delivery updates. If your parcel is experiencing delays over a month period, please contact us via email at email@example.com and we will assist you in lodging a customer enquiry with Australia Post. Although these worldwide delays are out of our control, we do understand your frustrations and apologise for any long wait times experienced.
Unfortunately, we are unable to start processing returns until your item has been received. However, we are extending our returns window to 60 days for orders received in March and April 2020. All other terms in our returns policy remain the same. Please click here to view our returns policy.
Orders Not Arriving
Please understand that this is an unprecedented time that the world is facing. Please do not attempt to receive a refund through PayPal without discussing with us first, as we may be able to help you.
All items shipped with Australia Post overseas, prior to the beginning of May, have incurred delays due to COVID19. Unfortunately, we were not aware of this until after the fact. Unfortunately, we are unable to refund orders until they arrive to you. If your parcel is still in transit and facing delays, please contact us with your order number as we may be able to assist you further. DHL services remain uninterrupted. You may have noticed a slight increase during checkout for your shipping fee. We are now using DHL express for all international orders as of beginning of May.