FAQs

Orders

How do I know my order went through?
A confirmation email arrives within a few minutes. If it has not, check your spam folder, then email support@loreyalabel.com and we will look it up.

Can I change or cancel my order?
Email us as soon as you can. Once an order has been dispatched we cannot recall it, but you can still return it under our 30-day returns policy.

Payment

What payment methods do you accept?
Visa, Mastercard, American Express, UnionPay and JCB, plus Shop Pay, PayPal, Google Pay and Apple Pay. Full detail is in our Payment Policy.

Is my payment secure?
Yes. Payments run through our providers over an encrypted connection and we never see or store your full card number.

Why was my payment declined?
Usually an incorrect billing address, insufficient funds, or your bank's fraud check. No money leaves your account on a declined payment.

Delivery

Where do you deliver?
The United Kingdom only — England, Scotland, Wales and Northern Ireland.

How long does delivery take?
Processing is 1–2 business days (Monday to Friday), then delivery is 6–8 working days (Monday to Friday) after dispatch — 7–10 working days in total.

How much is delivery?
Free on every UK order.

How do I track my parcel?
We email tracking details at dispatch. See our Track Order page.

Sizing

How do I choose a size?
Each product page carries guidance written for that garment, and where it helps we publish the model's height and the size she is wearing.

What if I am between sizes?
Email support@loreyalabel.com with the item and your usual size and we will tell you honestly which way that piece runs.

Returns

What is your returns window?
30 days from the day your order arrives.

Who pays return postage?
We do if the item is faulty, damaged or incorrect. If you changed your mind, the return postage is yours. See the Return and Refund Policy.

When do I get my money back?
5–10 working days after your return is received and checked, to the original payment method.

Contacting us

Email support@loreyalabel.com, phone +44 20 3769 8664, or use our contact page. Our customer service is available from Monday to Friday between 9:00 am to 5:00 pm.