FAQ's
Shipping & Delivery
Which countries do you ship to?
We currently ship to the United Kingdom. We’re working on expanding our delivery area in the future.
How much is shipping?
Shipping is free for all orders in the United Kingdom — no matter the order size or value. All prices already include VAT.
How long will my order take to arrive?
Orders are processed within 1–3 business days (Monday to Friday). Delivery usually takes 5–7 business days after processing. Overall, your order should arrive within 6–10 business days.
Will I get tracking information?
Yes! Once your order ships, you’ll receive an email with the tracking number and carrier details. You can check your parcel anytime on our Track My Order page.
Returns & Refunds
How long do I have to return an item?
You have 30 days from receiving your order to request a return.
Who pays for return shipping?
- If your item is defective, damaged, incorrect, or not as described, Home by Lorena covers the return shipping costs and provides a prepaid return label.
- If you’re returning an item because you changed your mind, ordered the wrong product, or found it unsuitable, you cover the return shipping costs.
How do I start a return?
Email us at info@homebylorena.com with your order number (and photos or videos if the item is damaged). We’ll reply with instructions and a return label (if eligible).
When will I get my refund?
Once we receive and inspect your return, refunds are processed within 7 business days and sent to your original payment method.
Can I exchange an item?
Yes! You can exchange products within 30 days of receipt. Return shipping is at your expense unless the exchange is due to a defective, damaged, or incorrect item.
Are there any items I can’t return?
Yes. We can’t accept returns for:
- Custom or personalised products
Orders & Payments
Which payment methods do you accept?
We accept Visa, MasterCard, American Express, Maestro, Apple Pay, and Google Pay, Shop Pay.
What currency are your prices in?
All prices are shown in Pounds Sterling (GBP).
Is my payment information secure?
Absolutely. All transactions are encrypted and processed through trusted payment processors that comply with United Kingdom standards.
Orders & Cancellations
Can I cancel my order?
Yes, you can cancel your order before it ships by contacting us at info@homebylorena.com.
If your order has already shipped, you can return it after delivery.
What if my order hasn’t arrived?
If your order hasn’t arrived within 7 days of the estimated delivery date, contact us and we’ll investigate with the carrier. If your parcel is lost, we’ll issue a full refund or send a replacement.
What if I received the wrong product?
If you receive the wrong item, contact us within 5 days of receipt. We’ll arrange and pay for the return and send you the correct product.
Contact
Contact information
Company name: Home by Lorena
Address: 124 City Road, EC1V 2NX, London, United Kingdom
Email: info@homebylorena.com
Phone: +447577005379
Company Number: 97814350
VAT Number: NL868243693B01
Opening Hours:
Monday – Friday: 8:00 AM – 5:00 PM
Saturday & Sunday: closed
We usually respond to all inquiries within 24 hours on business days.