frequently asked questions

what's new?

Why does the Bianca Lorenne website look different?

We've recently launched a brand-new website! We've refreshed the look and feel to make your shopping experience even better, with improved navigation and some exciting new features to help you find your favourite pieces.
What are some new features of the new website?

We’ve introduced some new features to make finding inspiration, exploring our collections and creating your perfect look even easier.

Our shoppable lookbook lets you shop the bedding featured in our latest collection imagery. You can filter by colourway to explore the combinations and styles that appeal to you.

With our Talk to a Stylist feature, you can tell us a little about what you’re looking for, and our team will be in touch with personalised recommendations to help you bring your vision together.

You can also create your own wishlist boards, saving your favourite pieces and bringing them together into moodboards for different rooms in your home. Whether you’re planning a bedroom refresh or gathering inspiration for a future project, it’s an easy way to collect your ideas and create a look that feels uniquely yours.
Do I need to create a new account?

No need to create a new account! Your existing account has been transferred over to our new website, so you can continue shopping as usual.
Where can I find my favourite products on the new website?

Our navigation menu has been refined to make it easier to find what you're looking for. You can also use the search function in the top right-hand corner to search for a specific product or collection. If you're having trouble finding something, just email us at sales@biancalorenne.co.nz and we'll be happy to help!
Who can I contact if I’m having trouble with the new website?

If you run into any issues or need a hand finding your way around our new website, just email us at sales@biancalorenne.co.nz and we'll be happy to help!

products

How do I know what bedspread size to purchase?

Our bedspreads are designed to fall to the floor. As bed heights and mattress depths can vary, we recommend measuring your bed carefully before ordering to ensure you select the right size.

With your usual bedding in place, measure from the floor on one side, up and across the bed, then down to the floor on the other side. Choose the bedspread size that most closely matches this measurement.

As each bedspread is individually handmade, there may be a slight variation of ±5% from the listed dimensions.

You will find our full size guide and specific measurements on each product page.
What is the difference between a comforter and a coverlet?

Our comforters are designed to be folded at the end of the bed as a decorative statement piece. They can be pulled up for extra warmth on chilly nights and are perfect for daytime naps. They can also be used as a cosy throw on a sofa or in a living area.

Our coverlets are designed for layering with a comforter or as a lighter accent piece at the end of the bed. They’re ideal for those who prefer a less voluminous look. Coverlets can also be pulled up and used as a bedcover when needed, but unlike our bedspreads, they aren’t designed to provide full, floor-length coverage.
What size comforter is best for my bed?

The best comforter size for your bed depends on how much drape you’d like over the sides.

We recommend a large comforter for king and super king beds. For a queen bed, either a small or large comforter can work beautifully, depending on your preferred look. A small comforter is best suited to a single or king single bed.

You’ll find the dimensions of each comforter in the product description to help you choose the right size for your bed.
What are your products filled with?

Cushions - All of our cushions come filled with feather inners.

Bedspreads & Coverlets - We use cotton wadding in our quilted bedspreads.

Comforters - Poly fill

Silk Bedding - 100% grade A pure floss mulberry silk. Mulberry silk is the highest quality silk you can purchase.

Silk Pillows - 50% grade A pure mulberry silk mixed with 50% polyester. Polyester is added to give loft and cushioning and helps with retaining shape.
Do you only stock Queen and King/Super King Headboards?

Yes, we currently stock headboards in queen and king/super king sizes. We can also arrange custom sizes if needed! Please email sales@biancalorenne.co.nz for a quote and an estimated timeframe.
Do you offer fabric samples?

Yes, fabric samples are available to purchase through our website for $2 each, with complimentary courier delivery.

To order a sample, simply visit the product page you’re interested in and select ‘Request a Sample’, located next to the Size Guide.
How often does a new collection come out?

Our exclusive, limited-edition collections are released every twelve months, allowing you to curate and build your personal sanctuary with intention and care.
Are the colours online a close match to the product?

All Bianca Lorenne products have been colour corrected to represent real life colour as best as possible. However, colours can appear differently depending on your screen and device settings.

If you’d like to check a colour in person before purchasing, we recommend ordering a fabric sample where available. Samples are $2 each, with complimentary courier delivery.

To order a sample, simply visit the product page you’re interested in and select ‘Request a Sample’, located next to the Size Guide.
Can I view the range in person?

Absolutely! You can explore our full range at our flagship store in New Plymouth, New Zealand, or visit one of our selected stockists.

As each stockist carries a different selection of products, we recommend contacting them before visiting to check whether they have the item you’re interested in available in-store. You can find a list of our stockists here.

If you don’t have a stockist nearby, we also offer fabric samples for $2 each, with complimentary courier delivery, so you can see and feel the fabric before purchasing.

orders

What payment methods do you accept?

We accept payment by Shopify payments or internet banking.

Our internet banking details are:

NEW ZEALAND

Account name - Bianca Lorenne Limited

Account number - 03 1566 0069503 00

Please use your name and order number as a reference.

AUSTRALIA: 

Account name - Bianca Lorenne Limited

BSB: 032003

Account Number: 326758

Please use your name and/or invoice number as a reference.
What should I do if my order hasn't arrived?

If your order hasn't arrived within the estimated delivery timeframe, please contact us at sales@biancalorenne.co.nz and we'll be happy to look into it for you.
What should I do if my order arrives damaged or an item is missing?

Please contact us at sales@biancalorenne.co.nz as soon as possible, including your order number and photos of any damage, if applicable, so we can look into this for you.
Can I update my delivery address after my order is placed?

If you’ve entered the wrong delivery address, please contact us as soon as possible by emailing sales@biancalorenne.co.nz or calling us on 0800 242567 (NZ) or 1800 705393 (AU)

If your order hasn’t yet been dispatched, we can update the address for you. However, if your order has already left us, we can’t guarantee that the delivery address can be changed, and additional courier charges may apply to reroute your parcel.
Can I cancel my order before it has been shipped?

If you’d like to cancel your order, please contact us as soon as possible and we’ll do our best to help, provided your order hasn’t already been dispatched.

Please note that transaction fees are non-refundable on cancelled orders.

If your order has already been dispatched, you’ll need to wait for it to arrive and then follow our returns policy to return it to us.
Can I add items to my order before it has been shipped?

If you’d like to add items to your order, please contact us as soon as possible and we’ll do our best to arrange this before your order is dispatched.

There’s no additional freight charge for adding items to your existing order, unless the additional items are large or bulky and incur extra freight costs.

If your order has already been dispatched, you’ll need to place a separate order, and additional shipping charges will apply.
Can I place an order for an item that is on pre order?

Yes, you can! If an item is available for pre order, you can place an order through our website to secure your item from the incoming shipment. You’ll find the estimated arrival date (ETA) listed on the product page. Please note that arrival dates are estimates and may change.

Once the new stock arrives, we’ll notify you and arrange for your order to be dispatched.
What happens if my order contains both in-stock and backordered items?

We’ll typically dispatch the in-stock items straight away, with the backordered items sent separately once the new stock arrives.

The good news is that you won’t be charged any additional freight costs for the separate shipments unless the items are large or bulky and incur extra freight costs.
What is your returns and exchange policy?

You can return or exchange any item (excluding sale items and personalised items) purchased through our online store within 7 days of receiving the goods for New Zealand, and 14 days of receiving the goods for all other countries. Please find our full returns policy here.
Can I return an item purchased online into your New Plymouth Flagship Store?

If you’d like to return an online purchase to our New Plymouth flagship store, please contact us before bringing your item in so we can advise you on the next steps.

Please note that refunds for online purchases can only be processed online to the original payment method used for the order. Any store credit issued for an online purchase can only be redeemed on our online store, not in-store.
Do you offer gift wrapping?

We’re happy to arrange gift wrapping for some of our smaller items. While larger items can’t be gift wrapped, we’ll package your order as beautifully as possible.

If you’d like your order gift wrapped, please leave a note in the ‘Order Notes’ section at checkout and we’ll let you know if we’re able to accommodate your request.

If you’re sending an order directly to the recipient, we recommend letting them know to keep an eye out for the delivery.

delivery

Do you offer international shipping?

Yes, we offer international shipping to a range of countries. You will be charged flat rate shipping at the checkout and extra shipping rates and delivery timeframes are calculated after checkout based on your location.

Please note that import duties, taxes and charges may apply. We recommend checking with your local customs authority for further information on any applicable fees.

Unfortunately, we do not send our products to the United Kingdom.

If you have any questions about shipping to your country or would like a shipping quote prior to checkout, please feel free to contact us at sales@biancalorenne.co.nz and we’re happy to help.
Where can I find the estimated arrival date (ETA) for a product?

If a product is being restocked or is available for pre-order, you’ll find an estimated arrival date (ETA) on the product page.

Please note that ETAs are approximate and may be subject to change. For pre-ordered items, we’ll arrange for your order to be dispatched as soon as the shipment arrives.
What happens if the estimated arrival date (ETA) changes?

While we do our best to keep to the estimated arrival dates provided, sometimes delays can occur. If there’s a change to the ETA for an item you’ve ordered, we’ll be in touch to let you know and keep you updated.
How do I track my order?

Once your order has been dispatched, you’ll receive a tracking link from our courier, allowing you to follow your parcel’s progress and see the latest delivery updates.
Are there additional delivery charges for large or bulky items?

Yes, large or bulky items may incur an additional freight charge. This will be noted on the relevant product page.

Once your order has been placed, we’ll arrange a shipping quote for you. If you’d like an estimate before purchasing, please contact us at sales@biancalorenne.co.nz, and we’ll be happy to help.
How long does shipping take?

We aim to dispatch orders within 2 working days. Estimated delivery timeframes from dispatch are outlined below.

New Zealand

  • Standard items: 1–5 working days from dispatch. Rural deliveries and deliveries to areas outside major cities may take longer.
  • Bulky and oversized items: Allow 1–2 weeks from dispatch for North Island deliveries and 2–3 weeks for South Island deliveries. Mainfreight will contact you closer to the delivery date to arrange a suitable drop-off time.

Australia

  • All items: 3–10 working days from dispatch. Deliveries to areas outside major cities may take longer. Delays may also occur if your item is subject to import duties or held by customs.

Please note that all delivery timeframes are estimates and may vary depending on your location and courier delays.

International Delivery

For deliveries outside of New Zealand please contact us for freight costs and delivery time frames. Unfortunately, we do not send our products to the United Kingdom.

wholesale/trade

How do I apply for a Trade account?

You can apply for a trade account by completing our trade application form here. Once we’ve received your application, our team will review it and be in touch with you.
What payment methods can I use as a trade customer?

Trade customers can pay by direct bank transfer. Please do not make payment at checkout, as our sales team needs to confirm your order and add the applicable shipping charges before payment is made.

Please note that payments made by card or Shop Pay will incur an additional transaction fee.
Can I use Shop Pay as a trade customer?

We recommend selecting ‘Invoice Payment’ at checkout, as using Shop Pay will incur an additional transaction fee.

If Shop Pay automatically pops up during checkout, you can close it by clicking the small cross in the top-right corner, or select ‘Checkout as guest’ underneath the pop-up to continue checking out as usual.
What are the shipping charges for trade orders?

Shipping charges for trade orders are calculated based on the size of your order and the number of packages required. We work out freight costs manually for each order to ensure we keep shipping as cost-effective as possible.
Who should I contact if I have trouble placing a trade order?

If you're having any trouble placing an order on our new website, or notice that your trade pricing isn't showing correctly, please email us at sales@biancalorenne.co.nz and we'll be happy to help!
What is the returns policy for wholesale/trade?

We do not accept returns on wholesale or trade orders unless the items are faulty. Please contact sales@biancalorenne.co.nz to discuss any return requests.