FAQ

Q - Can I cancel my order or make changes?

As soon as your order has been accepted, we immediately begin processing the order to have it ready for our carriers as soon as possible. This means we cannot cancel any order or make any changes to your order.

Please make sure all your details are correct before checking out.

Q - Will I receive a confirmation email when I place my order?

Yes! If your order has gone through successfully you will receive a confirmation email to the email address you used when placing the order. If you have not received this email, please check your Junk or Trash folder. Alternatively, you may have misspelled or entered the incorrect email address. Unfortunately, we have no control over any information that is provided at checkout since it’s only up to the customer. 

Q - What is your return policy? 

If you’re unhappy with your purchase, you may send it back to us within 14 days of the delivery date for store credit only. Halloween costumes, sale items, accessories, undergarments, lingerie, holiday sleepwear, bodysuits, all/any items ending in $.99 and intimate products are final sale and cannot be returned/exchange. 

Please click the link below to read our full policy before making a return.

https://lorlie.com/pages/easy-returns

Q - When will my order be shipped?

We work really hard to dispatch your order as soon as possible according to the shipping method you selected at checkout and our current processing time which you can find in the link below. 

“Pre-Orders” have different shipping dates (you can see the estimated shipping date on the title/description of the product). Once the pre-order item(s) you purchased arrives to our warehouse, we aim to ship your package next business day on your chosen method of delivery at time of ordering.

https://lorlie.com/pages/shipping-delivery

Q - My order shows it was delivered, but I can't locate it. What do I do?

If your tracking information is confirming delivery and you’re unable to locate the package, we recommend to:

• Look at your surroundings in case the package was left elsewhere around the premises
• Ask your neighbors if your package could’ve mistakenly been dropped off at their residence 
• Contact the carrier since a possible mis-scan may occur 
• Allow to be the end of day or next day to see if the package gets redelivered 

If you’re still unable to locate the package, please feel free to reach out to us at hello@lorlie.com for further assistance.

Q - An item in my order was damaged in transit! What should I do?

Please email us at hello@lorlie.com with your order number, an image of the damaged item and an image of the package your order was shipped in.

Q - An item is missing from my package! Where is it?

Orders may be split into two (or more) shipments depending on the size of your order or if any of the items you purchased are “Pre-Order”. You can see if an item is considered “Pre-Order” by reading the title/description of that product on our website. 

If any of your items are not included within your email shipping confirmation, it means your order is shipping in multiple packages. Keep an eye out for any additional shipping confirmations for the remainder of your items.

If you suspect an item is missing from your order, please reach out to us at hello@lorlie.com with your order number and the name of the missing item.