Frequently Asked Questions
How can I contact LOR REIN?
Our Client Services team is available Monday to Friday (excluding public holidays). Please email us at: hello@lorrein.co.uk We aim to respond within 1–2 business days.
Where is LOR REIN based?
LOR REIN is based in London, United Kingdom. All orders are dispatched from London.
Where can I find size information?
Size guidance is available on each product page. If you require further assistance, please contact us and we will be pleased to advise.
How should I care for my garment?
Care instructions are provided on the garment care label. We recommend following these instructions carefully to preserve the structure and integrity of the piece. For additional guidance, please contact our team.
Do you offer repairs?
If your garment requires assessment, please contact us with images and order details. We will advise on possible next steps.
Can I amend or cancel my order?
Once an order has been placed, we are unable to amend or cancel it.
What if an item is sold out?
If a size or style is unavailable, you may contact us to enquire about potential restocks.
When is payment taken?
Payment is processed at the time your order is placed.
What payment methods do you accept?
We accept major credit and debit cards, PayPal, and Shop Pay.
When will my order be shipped?
Orders are typically processed within 1–2 business days. Made-to-order pieces require approximately 2–3 weeks before dispatch.
Do you ship internationally?
Yes. We offer worldwide shipping. Orders above £150 qualify for complimentary shipping. Further details can be found in our Shipping Policy.
Are duties and taxes included?
Orders are shipped Delivery Duty Paid (DDP). Applicable duties and taxes are included in the purchase price.
Can I ship to a P.O. Box?
We are unable to ship to P.O. Box addresses.
What is your return policy?
Returns are accepted within 14 days of delivery. Items must be returned unworn, unaltered, and in original condition with tags attached. Full details can be found in our Returns Policy.
How do I initiate a return?
Returns must be registered via our official return form. A £20 return shipping fee will be deducted from your refund.
When will I receive my refund?
Once your return has been received and approved, refunds are issued to the original method of payment within five business days.
Are sale items eligible for return?
Items marked as final sale are not eligible for return.
Still Need Assistance?
If your question is not answered above, please contact: hello@lorrein.co.uk
