CANCELLATION AND RETURNS

We aim to ship within 2 working days of an order being placed and payment confirmation being received. Should you wish to cancel an order after payment has been accepted and before it has been dispatched, please contact Bianca Lorenne via email at sales@biancalorenne.co.nz or by phone 1800 705393 (AU) or 0800 242567 (NZ). In the event that a refund must be issued for a non-dispatched order, the value of the order minus the cost of the transaction finance fees will be refunded. Once an order has been dispatched, it cannot be cancelled and will be treated as a return should you not wish to keep the products.

Bianca Lorenne reserves the right to cancel any order at any time without notification.

RETURNS

We are unable to offer refunds, exchanges or credits on sale items, unless the product is deemed faulty in which case please read the ‘Faulty Items’ section.

You can return or exchange any item purchased through our online store within 14 days. This excludes sale and personalised items, including fabric by the metre. For hygiene reasons we do not accept returns on any silk products or sheets.

You must request to return the product within 3 days of receipt by contacting us via email at sales@biancalorenne.co.nz , by phone 1800 705393 (AU) or 0800 242567 (NZ) to let us know if you wish to return or exchange.

If you wish to return the products to us this must be done within 14 days of receiving the goods. We must ask you to ensure that the returned items are unused, unaltered, unwashed and in their original packaging.

We recommend you obtain a certificate of postage and insure your parcel as we cannot accept responsibility for parcels damaged or lost in transit. Please return to:

Bianca Lorenne Ltd

311 Devon Street East

New Plymouth 4310

NEW ZEALAND

We will be happy to exchange the items or process a refund. Please note: If you have paid for your order via bank deposit you are entitled to a full refund of the returned goods minus the freight charge. If you have paid via credit card or PayPal, you are entitled to a refund of the returned goods minus the transaction finance fees and freight charge. 

Items returned after 14 days  will not be entitled to a replacement, exchange or refund.

We will process all returns as soon as we can, but it may take up to 10 working days to complete. We will email you once the return has been processed.

We offer a free fabric swatch service for up to three samples so please utilise this service if this would help you make your purchase. Please measure your bed carefully to ensure you are purchasing the correct size. This is most important when ordering bedspreads as beds vary due to different heights and deep mattresses.  For more information on how to measure your bed please refer to the size guide information.

We love customer feedback, so to help us in developing our products and brand, we would love to know why the items were not suitable for you. 

PERSONALISED ITEMS

We are not able to accept cancellations or returns on personalised items which have been made or ordered in specifically or for you. We are only able to offer a credit if the item is faulty.

If you have any queries or want to discuss your wishes before placing an order for a personalised item, please don’t hesitate to give us a call and we will be happy to help.

FAULTY ITEMS

We vigilantly inspect every individual item that leaves our warehouse and pride ourselves on our exceptional quality, so we are always disappointed on the very rare occasion that you have received a faulty product. If you have identified the fault within 14 days of the date of purchase, then you can return the item under our normal return procedure. If we cannot exchange the item for the same product then we will arrange a refund or offer an alternative. Our stylists would be happy to help you with your choice. Please tell us of the fault so we can ensure that other items are not affected.

On receipt of the return we will assess the fault and refund the delivery costs. If a fault develops outside of the 14 day return period, contact us by email on sales@biancalorenne.co.nz before you return the item so we can discuss the fault with you and the best way to deal with this.

We will incur all reasonable shipping costs if the item is deemed to be faulty and will advise the most appropriate method of returning the goods. We will assess the goods when they are received to determine if they are faulty. We will not cover shipping costs or provide a refund for items which are damaged due to mistreatment or normal wear and tear.

Refunds will only be made to the original purchaser using the method of payment that was used for the original purchase.

Please take extra care to read our Product Care page or any specific care instructions provided with your purchase. We cannot accept an item returned as faulty if the appropriate product care instructions have not been followed and the damage caused to the product is clearly due to wear and tear or misuse.

Many of Bianca Lorenne’s products are manufactured using natural fibres and handcrafted techniques.  Any irregularities that you may find are part of their unique hand crafted character.